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HR Shared Services as a Means to Reduce Costs and Improve Integration Among Business Units

At a Glance

End-to-End Assistance

Provided end-to-end assistance with service center implementation, including:

  • Documenting and reengineering processes
  • Selecting and implementing service center technologies
  • Designing and staffing the new organization 
  • Developing and delivering training
  • Conducting business simulations prior to go-live

HR Service Center

Provided a convenient, one-stop shop for employees through the human resources service center

Roles and Responsibilities

Removed administrative tasks from field HR and retrained HR generalists as business consultants

Challenge

ScottMadden worked with a global defense company to implement an HR service center (HRSC) for all nine business units. The project involved documenting and reengineering processes to support the service center, selecting and implementing service center technologies, designing the new organization and selecting the staff, developing and delivering training for the service center, and conducting business simulation prior to go-live.

Process

  • Further refined previously harmonized processes to be used by the HRSC
  • Designed supporting technology suite and selected technologies
  • Designed organization, selected staff, and managed transition
  • Installed, configured, and tested software including an IVR, CTI, CRM, knowledgebase, and document management system
  • Developed and delivered HRSC training
  • Conducted business simulation training before go-live
  • Launched pilot for one business sector prior to full launch of service center

Result

  • Improved customer satisfaction
  • Provided a convenient, one-stop shop for employees through the HRSC
  • Removed administrative tasks from field HR and retrained HR generalists as business consultants
  • Clarified HR roles and responsibilities
  • Coordinated consistent, accurate answers to HR questions

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