the journey to value - enhancing the service proposition
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The Journey To Value: Enhancing the Service Proposition
Helen Dickens EMEA HR DIRECT SERVICES
The Journey To Value 1
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Agenda
•
Overview of Organisation & Team
•
The Value Chain
•
Known Next Steps
•
The evolving landscape & future considerations
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The Journey To Value 3
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Symantec is a global leader in
providing
security, storage and
systems management
solutions
to help consumers and
organizations
secure and manage
their information
and identities.
Symantec Company Overview 4
Symantec Is –
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Symantec At a Glance
Symantec Company Overview 5
Approximately 18,500 employees
Founded in 1982 IPO in 1989
Operations in more than 40 countries
100 percent of Fortune 500companies are customers
#353 on the 2010 Fortune 500
$6.0 billion revenue in FY 2010; approximately 50% outside of the U.S.
More than 1000 global patents
Symantec footprint on more than one billion systems
Included on Fortune’s Most Admired Companies list
Invests 13% of annual revenue in R&D*
* R&D investment is Non‐GAAP
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6
$5.2 billion$2.6 billion$1.9 billion$1.4 billion$750 million $1.1 billion $5.9 billion
Sym
ante
c R
even
ue
2000 2003 2004 2005 2007Enterprise Security
Message Mgmt &
Archiving
Availability &Compliance
Enterprise Security & Application
Mgmt
End PointCompliance Data Center
Mgmt
2002
Global Intelligence & Managed
Services
2008Lifecycle
ManagementVirtualization
SaaS Dire
ctio
nA
cqui
sitio
ns
2010
$6.0 billion
Authentication Identity
Encryption
2006
$4.1 billion
Data Loss Prevention
2009Web Security
SaaS
$6.2 billion
Symantec’s Acquisition History
Symantec Company Overview
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The Journey To Value 7
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HR Helpdesk 1.0
The Journey To Value 8
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EMEA HR Direct Services in Numbers
The Journey To Value 9
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HR Helpdesk 2.0
The Journey To Value 10
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FOCUS 2 FOCUS 1
The Value Chain
11The Journey To Value
Volume Value
GSS Data
Entry HR Services (geo based administrators & Generalists)
HR Direct Helpdesk (incl. in country
administration)Tier 2 Generalists HRBP
HR Direct Helpdesk (incl. in country
administration)Tier 2 Generalists HRBP
Reduce RemoveRehome
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•
English language
•
Not time zone sensitive
•
One & Done
•
Handled via email
•
Provides cost per transaction/or time saving
•
5 processes successfully transitioned, 17 in process
The Journey To Value 12
Focus Area 1: Offshoring to Captive Centre in India
FOCUS 1
HR Direct HelpdeskReduce RemoveRehome
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Focus Area 2: Enhancing Management Advisory Capability
•
Go further prior to Escalation & reduce escalations
•
Cohort of selected team members
•
Fast track Career Path
•
Provide development, engagement, retention
•
Close contact with Tier 2,
– build trust , ensure capability , reduce risk , ensure information share
13The Journey To Value
FOCUS 2
HR Direct Helpdesk Tier 2 Generalists
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HR career progression in Shared Services Environment
The Journey To Value 14
Management
Advisory
Programme
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Focus Area 2: Increased Intake of ER into HR Helpdesk & Reduced Escalations
The Journey To Value 15
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HR Helpdesk 3.0
The Journey To Value 16
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Next Steps
•
Technology
– Infrastructure Enhancement ‐
CRM etc
– Enhanced HRIS system – improve HRSS & MSS
– Employee Portal – Tier 0 Enhancement
•
Reduce, Remove, Rehome
– Address increasing volumes
– Continuous improvement ethos
– Widen offshoring criteria
•
Capability
– Move Tier 1/Tier 2 boundary in more countries
The Journey To Value 17
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HR Helpdesk 6.0
The Journey To Value 18
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Evolving Contact Centre Landscape
•
Working from home
•
Investment in forecasting
•
Addressing Multi‐
channel contact
and social media
•
Cloud technology to underpin
operations
•
Reducing avoidable contact to
reduce costs
The Journey To Value 19
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Evolving HR Shared Service Centre Landscape
•
Focus on Tier 0
•
Drive to decrease volume and
increase value add
•
Customer segmentation
•
Global HR models
•
Co‐location or virtual co‐location
service centres
•
Specialization to create efficiency
The Journey To Value 20
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Evolving Symantec Landscape
•
Increasing client complexity
•
Vendor technology = multiple
vendor apps
•
Increased vendor interactions
•
Rapid evolution in SYMC
products
•
Continuing M&A activity
•
Increased employee
representation vehicles with
increasing populations
The Journey To Value 21
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Evolving Roles
The Journey To Value 22
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Thank you!
Copyright © 2010 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.
This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.
Thank you!
Helen [email protected]
The Journey To Value 23