Researching India Experiences

- A study of HRSS in India

by Harish Devarajan

3rd NHRDN Summit HR Shared Services & Technology

29-30 Jan. 2015, Mumbai

Special Thanks • Mr. Kamal Singh, NHRD Network

• Mr. Pankaj Bansal, People Strong

• Ms. Jyoti Pant, WE School

• Ms. Kamakshi Pant, People Strong

• Mr. Nalin Srivastava, NHRD Network

• Mr. Priyavansh Singh, NHRD Network

Purpose• To track and learn from each others journeys

• To see the whole from afar and be wise

• To buck the trend and move ahead • To be able to provide meaningful advice

Broad Approach

• Business Case : Why ?

• Coverage : What ?

• Experience : How ?

Status• Across 3 cities

• All Models : In-house v Hybrid v Outsourced

• 8 Organisations covered so far (ABFSG, GE, HUL, ICICI Pru, M&M, Sapient, Schneider Electric, WIPRO)

• “ Dil mange more ! ”

Peep through the keyhole

• Control Cost of HR activities / function

Improve Quality of HR Data

Reliable service from HR

Create time for HR to give value added support

Instantaneous HR service

One HR experience across the company

Simplified HR processes

Prepare HR for future business scale and size

Business Case

Model appropriateness

• Business Case ? Alignment with need

• Business Size and complexity

• “Let – go” Mindset + Confidence

• High Touch vs High Tech

Evolution

• Big Bang approach (HUL)

• Global Pilot (Sapient)

• Proof of concept (WIPRO)

• Step by Step (Mahindras)

Enablers for success

In-sourced Model

• Clear leadership mandate and support• Appropriate Technology• Role Clarity among HR players• Disciplined adherence to process flow• Transparent Measurement & Review • Continuous improvement culture

Enablers for success

Hybrid Model

• Capable / small in-house core team• High Quality vendor base

Enablers for success

Outsourced Model

• Buy in & commitment – Leadership / line mgrs• High Quality transition management• Excellent Relationship (Service Providers + HR)• Clear Governance and escalation mechanism

Letters on line

Data Quality

UniformityHelp Desk

Reduced recruitment

lead time

HRBP’s focus on business priority

ves

COSTS

User Interface

Key ChallengesNon

adherence to

processes

Investment

Attrition in SP teams

Attracting Talent

Need for onsite

coordinators “NIH” Syndrome

Divergent Thinking

Letting - Go

Success Highlights

• Six sigma / Lean processes for continuous improvement

• Significant reduction (33%) in recruitment lead time

• Paper less decision support system (Initial digitisation of paper documents)

• Top Quality Exit Process• Net Satisfaction Score increased from 34 % to 85

%

Net Satisfaction Score• Satisfaction Survey scale

• Poor Average Excellent• 1 2 3 4 5

• Eg. 6 8 15 21

• Normally 36/50 -> 72% satisfaction

• (21 +15) – (0+6) = 30/50 -> 60 %

Success Highlights

• Reduced utilisation of Call centre by enhanced versions of FAQ & improved online templates

• HR Shared Service immersion program for new HR recruits

• Total RPO eliminating the need for almost any recruitment agency

• Piloting of Rural BPO to address attrition and cost arbitrage issues

Experience

Efficiency

Effectiveness

Expectations

Engagement

Emerging Future • Increased use of Mobile based services

• Instantaneous feedback on each service transaction @ point of service

• Customised User Interface with standardised backend technology

• Variable pricing based on transactions

• Semi – Urban / Rural Service centres

• Kiosks on shopfloor to serve blue collar workers

Emerging Future • HR Analytics for decisions & policy making

• End to end RPO becoming more popular

• In-sourced -> Hybrid model transitions

• Intuitive User Interface experience

• Greater degree of self service / auto approvals

• Dashboards for HRBPs at periodic intervals

My Take aways• Flexibility matters• Relationship is key• Domain knowledge is valued• Friendly Technology is preferred• Cost consideration continues• Discipline decides extent of Success• Challenge is in capability of HRBPs !• Change is Constant – Be Prepared

Crystal Ball Gazing• COEs to become part of Shared Services

• Retained HR will soon be HRBPs and HREPs

• HR Transactions / Operations to be part of HR curriculum in Business Schools

Case studies

• Company details• HRSS Model• Portfolio of HRSS coverage• Business Case• Enablers• Challenges• Positive Experiences• Best Practice / Novel Practice

Mail your interest to

devarajan.harish @ gmail.com

THANK YOU

Thank