人力资源运营效率提升指南++Playbook+for+Upgrading+HR+Operational+Efficiency

GartnerforHR

Playbookfor

UpgradingHR

Operational

Efficiency

©2022Gartner,Inc.and/oritsaffiliates.Allrightsreserved.CM_GBS_16796000

Today’sfast-paced,ever-changingbusinesslandscaperequiresanevolvedapproachfromtheorganization—includinginternalfunctionssuchasHR.Thecombinedimpactofnewwaysofworking,changingemployeeexpectations,digitalizationandfastervelocityhasexposedthelimitsofthestandardthree-pillarHRoperatingmodel.

Only30%ofHRleadersbelievetheircurrentstructureallowsthemtoadapttochangingbusinesspriorities.Inresponse,chiefhumanresourceofficers(CHROs)arelookingtorebuildfortheHRoperatingmodelofthefuture,onethatenablesHRtooperatewithagility,strategicalignmentwiththebusinessandoperationalefficiency.

Today’sGlobalLandscape

NewHybridWaysof

ChangingEmployee

FasterPaceof

IncreasingUseof

Working

Expectations

Business

Technology

84%

y4%

ofHRfunctionshaverestructuredinthepasttwoyears,arecurrentlyrestructuringorplantorestructureinthenexttwoyears.

ofHRleadersbelievetheircurrentHRstructureallowsHRtoadaptquickytochangingbusinesspriorities.

PlaybookforUpgradingHROperationalEfficiency

NewGlobalChallengesShiftHR’sTopPriorities

NewHRPriorities

MoreFlexible

andAgile

MoreStrategicallyAlignedWiththe

Business

MoreOperationallyEfficient

Only

40%

ofHRleadersbelievetheircurrentHRstructureseparates

transactionalandstrategicHRtasksappropriately.

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StrategicTalentLeaders

HRProblem-SolverPool

Next-GenerationCOEs

TheHROperatingModeloftheFuture

CHROsareembracinganewHRoperatingmodelbydrivingfourimperatives:

1.BuildingarobustHRoperationsandservicedeliveryteam.Acentralized,dedicatedteam,ledbyanHRchiefoperationsofficer,servesemployeesandmanagerswithinfrastructureandprocessestocarryoutday-to-dayHRoperations.

2.ReinventingtheHRbusinesspartnertobeastrategictalentleader.

HRleadersalignwithspecificbusinessunitstoserveastheirdefactoCHRO,andpartnerwithbusinessleaderstoaddresstheunit’sstrategictalentpriorities.

3.CreatingadynamicpoolofHRproblemsolvers.TheheartoftheHRfunction,problemsolversapplyprojectmanagementandcriticalthinkingskillstoshort-termHR-relatedprojects.

4.Providingagilesupportwithnext-generationcentersofexcellence.Asproblemsolversdelivertimelyagilesolutionsandtechnologymeetsemployeeneeds,COEswillbecomesmallerandbringoncontractorsandconsultantsasneededfordeepHRexpertise.

PlaybookforUpgradingHROperationalEfficiency

HeadofHR

HRCOO

HROperationsandServiceDeliveryTeam

SharedServices

HumanCapitalIntelligence

PeopleRelationsManagers

HRTechnologyTeam

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AchievingtheHRoperatingmodelofthefutureunfoldsovermultiplephases—thefirstofwhichistoincreaseHRoperationalefficiency.Doingsofreesresources,reducesduplicateeffortsandunlockstimeandresourcesforstrategicpriorities.

Amoreefficientorganizationprovidesastablefoundationonwhichtoredesignroles,introducenewteams,continuouslyimproveoperationalexcellenceanddrivemorestrategicimpact.

PlaybookforUpgradingHROperationalEfficiency

OperationalEfficiency:CriticalFirstPhaseonthePathtotheFuture

HRFunctionalMaturityMatrix

Operational

Excellence

HROperationalandStrategicMaturity

TheHROperatingModeloftheFuture

2

1

LowOperationalandStrategicMaturity

StrategicPartnershipWiththeBusiness

Higher

StrategicImpact

OperationalEfficiency

Higher

Lower

Lower

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PlaybookforUpgradingHROperationalEfficiency

UpgradingHR’sOperationalEfficiency

CHROsandtheirteamscanpursueoneormoreofthefollowingfourmethodstoimproveHR’soperational

efficiency.Selectamethodtostartwithdependingonyourorganizationalprioritiesandmaturity,andthe

currentstateofyourHRtransformation.

ImproveHRProcessEfficiencies

1

•BenchmarkHRfunctionalperformance.

•DefineanHRservicecatalog.

•Refinelocalproceduresforglobalprocesses.

•Rethinkrolestooptimizeprocesses.

•Establishclear,agiledecision-makingroutines.

MaximizetheValueofYourHRInformationSystem(HRIS)

2

•UtilizethefullfunctionalityofyourHRIS.

•Exploreopportunitiestoautomate.

•OptimizeemployeeadoptionofHRIStools.

•UseHRIStoenhanceHR’sdatacapabilities.

CreateandEvolveHR

SharedServices

3

•MigrateHRactivitiesintosharedservices.

•DefinetherelationshipbetweenlocalHRrolesandthesharedservicescenter.

•Audittheinformationimpactofthesharedservicesscope.

•Definethedataneedsoutofsharedservices.

CreateaRobustHROperationsTeam

4

•Definethelonger-termvisionfortheteam.

•CreateanHRchiefoperatingofficer(COO)role.

•Defineadditionalareasofscope.

•EnhanceHRdatacapabilitiesandtalent.

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PlaybookforUpgradingHROperationalEfficiency

ExampleActionstoImproveHRProcessEfficiencies

BenchmarkHRfunctionalperformance

BenchmarkyourHRfunctionalperformance,includingbudgetandexpenses,staffing,activitiesandcosts.Usetheresultstoidentifyareasofinefficiency.

Whyit’simportant

Benchmarkingcurrentperformancerevealswhenyouareusingresourcesinawaythat’soutofsyncwithyourkeyHRpriorities.Setimprovementgoalsandusethebaselinebenchmarknumberstotrackimprovements,asmeasuredbysavings,efficiencygainsandspendreallocation.Createasustainableimprovementroadmaptodriveproductivityandgrowth.

DefineanHRservicecatalog

ListallHRactivities,andtherelatedend-to-endprocesssteps.Documentwhoisresponsibleforeachstepandoutput,andidentifyanydependencies,suchastechnologicalsupport.Lookforopportunitiestoeliminateredundanciesandoptimizeprocesses.

Whyit’simportant

AservicecatalogidentifiesthestandardizedHRservicesavailabletothebusiness,detailsprocessstepsandprovidesaccountability.ExaminingHRservicesasend-to-endprocesses,notjustasindividualtasks,ensuresthatallstepsandresponsibilitiesaredocumented.Thishelpstoidentifyandeliminateduplicationandinefficiency.

Refinelocalproceduresforglobal

processes

Identifyprocessesinagivenlocationorbusinessunitthatdifferfromglobalstandards.Considermandatorylegalrequirementsaswellasestablishedlocalprocedures.ImplementandmaintaintheseproceduresinyourHRIS.

Whyit’simportant

Globalcompanieswithlocalprocessvariationsriskduplicationandinefficiency,aswellaslegalthreats.Documentstandardandappropriatedeviationsfromthestandardtoclarifyaccountabilityandreducetheburdenoftransactionalwork.

Note:Theabovearesamplerecommendedactions.Forthefulllist,contactyourGartnerrepresentative.

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PlaybookforUpgradingHROperationalEfficiency

ExampleActionstoMaximizetheValueofYourHRIS

UtilizethefullfunctionalityofyourHRIS

GloballyimplementalltheHRISmodulesincludedinyoursuppliercontractandretirelegacysystemswhenfunctionalityisredundant.EstablishanagileHRISteamtoreactto,understandandeducatestakeholdersontheHRISandanyupdates.

Whyit’simportant

UtilizingthefullfunctionalityoftheHRISmaximizesthepotentialtodrivefast,efficienttechnologicaloutcomeswithoutadditionalinvestment.Implementingthesemodulesinallunitsgloballyhelpsachieveefficiency,dataintegrityandcompliance.

Exploreopportunitiestoautomate

Artificialintelligence(AI),machinelearningandroboticprocessautomation(RPA)arepopularmethodsforstreamliningrepetitivetasks.AnalyzeHRprocesses,workflowsandinterfacestoidentifyopportunitiestoautomate.Startwithdocumentgenerationandcontracthandlingandmovetowardchatbotsandotherself-servicetools.

Whyit’simportant

Automationhelpsimprove:

•Processquality—Minimizeerrorbyautomatingandstandardizingcommontasks.

•Speedofexecution—Completeexistingtasksmorequicklyusingautomaticprocesses.

OptimizeemployeeadoptionofHRIStools

UnderstandhowemployeesuseHRtechnologytoidentifyopportunitiestomaximizetechinvestment.LeverageemployeefeedbackonHRISsolutionstoensureHRtechnologyisusefulandrelevant.

Whyit’simportant

TheHRtechnologyfunctionspendsmorethan70%ofitsbudgetontechnologyserviceproviderexpenses.AchievingreturnonthisinvestmentrequiresthatitdelivervaluetotheHRfunction—whichisdifficulttodoifemployeetechadoptionispoor.

•Employeeproductivity—Freeemployeesto

completehigher-valueorcomplementarytasks.

Note:Theabovearesamplerecommendedactions.Forthefulllist,contactyourGartnerrepresentative.

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PlaybookforUpgradingHROperationalEfficiency

ExampleActionstoCreateandEvolveHRSharedServices

MigrateHRactivitiesintoshared

services

DevelopaplantotransitionHRactivitiestosharedservices.Considerprocesscomplexity,processstandardizationpotential,sharedservicesreadinessandinternalcustomerreadiness.

Whyit’simportant

PlanningsharedservicesmigrationhelpsprioritizeHRactivitiesandprocessesthatarelikelytomakethegreatestefficiencyimprovements—andfacilitateeasiertransitions.Sharedservicescentersshouldstartwithtransactionalorstandardizedactivitiesandprogresstojudgment-basedactivitiesovertime.

DefinetherelationshipbetweenlocalHRrolesandthesharedservicescenter

Definetherolesfulfilledbydifferentresourcestodrivethetimelineandadoptionofsharedservices.Segmentbusinessunitsbasedonthespeedwithwhichtheywillbeabletotransitiontosharedservices.ReassesstherolesandresponsibilitiesofregionalandbusinessunitHRteamsatregularintervalsastheorganizationandHRfunctionevolve.

Whyit’simportant

Differentmanagersandleaderswilladopt

self-servicepracticesatdifferentpaces,whichwillrequirelocalHRtocontinueaddressingtransactionalrequestsuntilsloweradoptersmakethetransition.PlanforlocalHRassociatestoserveascoachesandchangeduringthistimetosupportthetransitionofenduserstoautomatedsharedservices.

Note:Theabovearesamplerecommendedactions.Forthefulllist,contactyourGartnerrepresentative.

Definethedataneedsofsharedservices

Utilizethreeformsofdatainsights:

•Datacollectedfromemployeesdirectly(i.e.,surveysaskingemployeestoratetheusefulnessofcertaincontent)

•DatacollectedindirectlythroughHRportalsandchatbots(i.e.,insightintotherelativeimportanceemployeesplaceonvariousprograms)

•TransactionaldatacollectedthroughHRworkflowticketingsystems(i.e.,tickettypesorticketvolumes)

Whyit’simportant

Sharedservicescanusedatatoanalyzetrendsindemand,identifyprocessworkflowbottlenecksanddriveself-serviceimprovements.DuetoitsproximitytooperationalHRtasks,sharedservicesdatacanalsoraiseawarenessoftrendsthatmightindicateanup-and-comingtalentissueoropportunity.

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PlaybookforUpgradingHROperationalEfficiency

ExampleActionstoCreateaRobustHROperationsTeam

Definethelonger-termvisionfor

theteam

Outlinethelonger-termvisionforanHRoperationsteam.Usethisvisiontosetgoalsandtrackprogressagainstthem,andtosetandmanageexpectationsaboutwhattheHRoperationsteamwilldeliver.

Whyit’simportant

Definingalonger-termvisioncanhelpHRmeasureprogressinareassuchasefficiency,cost,customersatisfactionandscalability.HavingaclearvisioncanalsohelpcommunicatethebenefitsoftheHRtransition,thephasesoverwhichitwillunfold,andthebenefitsbusinessstakeholderscanexpecttoseeatdifferentphases.

CreateanHRCOOrole

CreateanHRCOOroletooverseeanddrivecollaborationacrosstheHRoperationsteam.

Whyit’simportant

TheHRCOOoverseesefficiencyanddata-driveninnovationacrossthewholefunction.TheCOOconnectsHRteamswithdifferentexpertisetoensurethattheworkofspecialistssuchasoperationalexpertsandHRtechnologists—whomaysitinasharedservicesorganization—arebroadlyembracedbyallcornersofHR.

EnhanceHRdatacapabilitiesandtalent

GrowanalyticalcapabilitiessothatHRoperationscanhandleabroaderscopeofactivities.Considerhiringdatascientists,engineersoranalysts.

Whyit’simportant

AnHRoperationsteamshouldusedatatomanageitsservices.Astheteam’sscopegrows,HRbusinesspartnerswillrelymoreonoperationstoprovidethedatatheyneedtoserveasstrategictalentpartnersforbusinessunitleaders.

Note:Theabovearesamplerecommendedactions.Forthefulllist,contactyourGartnerrepresentative.

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PlaybookforUpgradingHROperationalEfficiency

HowGartnerIsHelpingHRLeadersAdaptandStayAhead

Today’sHRdecisionscanimpactacompany’sbrandforthenextfiveyears.Trustedsupportiscritical.With

ourinsights,actionabletoolsandadvisory,wehelpHRleadersadapttheirstrategiesacrossavarietyof

mission-criticalprioritiestosetuptheirorganizationforsuccess.

Casestudiesandbestpractices

Livewebinars

andonline

learningevents

Diagnosticsandbenchmarks

Guidesandtoolkits

Peer

connections

Document

reviews

Expertresearch

In-personevents

Expertinquiry

HRstrategyandmanagementsupportyoureceiveasaGartnerclient:

Diagnosecurrentstate

•UsetheHRScorediagnostictoevaluatetheeffectivenessofyourHRfunctionandprioritizeareasofdevelopment.

•Benchmarkyourorganization’sHRinvestmentsinHRstaffingcost,compensationandmoreusingtheHRBudget&EfficiencyBenchmarks.

•ScheduletimewithanexperttodiscussconcreteactionstepsHRleadersshouldtake

toexecuteasuccessfulHRstrategy.

Developyourplan

•DevelopanHRstrategyalignedtoyourorganization’soverallstrategyandgoals,with5StepstoBuildinganHRStrategy.

•Identifygapsbetweentheorganization’sbusinessobjectivesandHR’scurrentcapabilitiesusingtheGapAnalysisMatrixandInvestmentGuidanceTool.

•BuildaclearsummaryofyourHRstrategywiththecustomizable“HRStrategyonaPage”Template.

Executeanddrivechange

•Understandhowtomovebeyondthethree-pillaroperatingmodel,withTheHROperatingModeloftheFuture.

•IdentifyandcommunicateyourHRstrategytokeystakeholderswiththeStakeholderCommunicationPlanningTemplate.

•ReviewdashboardsfromotherclientsintheHRDashboardLibraryanddesignyourowntosupportorganizationaldecisionmaking.

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Actionable,

objectiveinsight

Research

TheHROperatingModeloftheFutureRethinkHR’sstructuretobemoreagile.

PlaybookforUpgradingHROperationalEfficiency

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