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The Unexpected Challenges to Change Management
Shared Services and Outsourcing Week May 2012
Helen Bingham Head of HR Shared Services
Home Retail Group
Home Retail Group
About us:
• We are the UK’s leading home and general merchandise retailer, bringing together some of the UK’s most recognisable retail brands
• Home Retail Group’s businesses bring unrivalled convenience and value to customers’ everyday lives, whether shopping at home or on the move
60,000 products 53,000 colleagues 1,092 stores £6bn sales
The Unexpected Challenges to Change Management 3
Home Retail Group
The Vision
The Unexpected Challenges to Change Management 4
To have high quality, efficient and service focussed provision of core HR Services, to enable more time and resource to focus on higher value support to the business
Home Retail Group
HR Alignment to the Business
The Unexpected Challenges to Change Management 5
HR Business
Partnering
Centres of
Expertise
HR Shared
Services
Alignment with
business
Cost effective service delivery
Design, policy, best
practice
Home Retail Group
HR Service Delivery
The Unexpected Challenges to Change Management 6
Integrated HR and Payroll System
HR Data
Training Processes
Resourcing
Employee Relations
Benefit Processes
Employee Processes
Payroll
Home Retail Group
Consolidating the Change
The Unexpected Challenges to Change Management 7
Don’t loose sight the basics Agility Partnerships Peers Careers
Home Retail Group
High Performing Shared Services
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High Performing
Shared Services
People
Process
Technology
Home Retail Group
The People Challenge
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• High staff turnover
• Disengaged colleagues
• Skill gaps
=
Negative impact on customer service &
increased costs
• Focus on customer service
• Increased expertise
• Excellent process execution
=
Increased performance
Home Retail Group
The Process Challenge
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• Poorly designed processes
• Inconsistency • Duplication
=
Inefficiencies & increased costs
• Clear accountabilities
• Defined activities per tier
• Clear escalation boundaries
=
Increased service levels
Home Retail Group
The Technology Challenge
The Unexpected Challenges to Change Management 11
• Non-integrated technology
• Data duplication
• Inaccurate data
=
Inaccurate information and low levels of confidence from
the business
• Fully integrated system
• Synchronised, real time data
• Data at pace
=
Quality information to assist business decision making
Home Retail Group
Transformation Continues…
The Unexpected Challenges to Change Management 12
New business strategies
Adapting to business performance
Continuous improvement
Seek efficiencies
Build expertise
Legislation
Home Retail Group
Agility is Key
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In an agile model, HR lets the demand for its services dictate how they develop solutions and deploy resources
Home Retail Group
How to Achieve Better Partnerships
First • Improve understanding and partnering within
Shared Services
Then • Improve understanding and partnering across
the HR model e.g. C of E, Business Based HR
Next • Improve key functional relationships e.g.
Finance, I.S., Retail Operations
The Unexpected Challenges to Change Management 14
Home Retail Group
Effective Shared Services Stakeholder Partnerships
•Obtain buy in from the business
•Adapt strategy as business changes
•Translate business strategy into HR strategy
•Understand business strategies
Work closely with the
business to understand
Translate into
operational and tactical
solutions
Collaborate with
stakeholders
Flex as the business changes -
agility
The Unexpected Challenges to Change Management 15
Home Retail Group
The Value of Peer Engagement
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Manager
23% key driver of
engagement
Peers
36% key driver of engagement
Organisation
41% key driver of
engagement
Home Retail Group
Team Collaboration
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Clear group and team expectations Build knowledge Create opportunities
Home Retail Group
Career Paths in Shared Services
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Process Execution
Customer Service
HR Knowledge
Home Retail Group
Conclusion
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Clarity Planning Communication
Nothing is perfect therefore everything is ready for change