Case Studies with KPMG

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Consumer Products Case Studykpmg.com

# 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (KPMG International), a Swiss entity. All rights reserved. NDPPS 615179

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ExpertsRicky ThanudapeEnabling Technology LeadPeople & ChangeManager, Management Consulting KPMG LLP email: [email protected]

John MaglioccaTelephony LeadPeople & ChangeManager, Management Consulting KPMG LLP email: [email protected]


A 100 Year Old Fortune 500 Companys Success Story

KPMG US

Historied Consumer Brand

A leading Fortune 500 Consumer Products Company engaged KPMG to assist them in a total HR Transformation, which included an HR Shared Services build, Operating Model Redesign, and Enabling Technologies and HCM implementations. $5 + BillionGlobal revenues(USD)119Years OldCompany~ 50 U.S &CanadianBrands

0ver 8k +Employees

Leading Consumer Products Company$6.9BU.S. revenues1,700HCLS professionals90Offices50 statesoperational25,000People$2.4BU.S. Advisoryrevenues


A Brief History HR Transformation Journey

Strategic Assessment & Future State Operating Model

Define the high-level future state HR operating model and the corresponding HR organization

2014201520152015

Optimization & Documentation

Address short-term optimization opportunities needed to support the integration (e.g., staffing processes and organization)

Technology Assessment & Selection

Define a strategy and roadmap for a consolidated Human Capital Management technology and assess options

PHASE 0 Implementation Plan

Develops implementation plan for process harmonization, service center build, technology alignment

PHASE 1 Detailed Design

Establish the architecture for the future state organization and processes (in and out of Workday)

PHASE 1 Configure and Prototype

Translates business blueprint into technology & implementation solutions; prepares the organization for change

PHASE 1 Test

Conduct system, UAT, parallel, and end-to-end testing to assure readiness for deployment

PHASE 1 Deploy

Delivers a new organization and harmonized processes including an operational service center and enabled by technology

2017

Go Live!

Merger and Acquisition

Assess impact of merger and acquisition and build a case for a complete HR Transformation


HR Transformation Model

Governance/Controls LayerIdentifies the specific controls that are in place to mitigate risk of processing, financial and operational errors to help mitigate operational and financial risks and exposure, and governance to manage data, processes and reports.People LayerDescribes how the people are organized, including lines of reporting and spans of control. Outlines skills, roles, responsibilities and support activities for each process area.Thorough Process LayerOutlines how specific process steps like record or requisition link to functions or departments that perform each step and accompanying policies/procedures to be followed when performing the process steps.Supporting Technology LayerThe applications that are used to enable the processes, policy compliance, internal controls, and generation of reports.Service Levels, Data and Reporting LayerIncludes information requirements to drive key business insight and optimized decision making, which enables key financial reporting needs, management reporting needs, and analytics. Customer surveys information drives customer service quality Service Delivery Model Layer Describes how services are delivered. Includes Shared Service Center, Centers of Excellence, specialists (global process owners), and outsourcing providers.Business Strategy AlignmentKPMGs expertise and experience within the HR Transformation space allowed us to assist in all facets of the transformation.Vanguard consulting practices

Advancing Service Breadth or DepthNeutralDiminishing Service Breadth or DepthHighLowDepth of Consulting Capabilities

HighLowBreadth of Consulting CapabilitiesSource: HR Transformation Consulting, Kennedy Consulting Research & AdvisoryMercerAon HewittDeloitteKPMGPwCEYThe RBL GroupBuck Consultants at XeroxIBMAccentureThe Hackett GroupThe BostonConsulting GroupMcKinsey & CompanyBain & CompanyCapgeminiA.T. KearneyGlass Bead ConsultingNGA Human ResourcesPA ConsultingScott Madden Management ConsultantsSibson ConsultingKnowledgeSourceStan McKnight & AssociatesOneSource VirtualKPMG was named a vanguard leader in HRT


Key HR Challenges Faced Current HR Organization operating model did not sufficiently support the future state enterpriseTurnaround time SLAs for solving problems were non-existentKeyword search did not properly provide the correct informationLack of data security compliance and misaligned system access rights Uncertainty on who to contact for help with HR problemsEmployee were placed on hold for long periods while information search is conductedCalls were transferred multiple times to find the right expert/specialistDifficulty finding information via the web selfservice systemEnterprise Portal system often did not provide the required informationIssue resolution was not timelyStatus of issue resolution was not readily available to the employee (Unnecessary followup call is generated)Employee communication was not consistent throughout the enterprise Inconsistent service was provided across regions or different facilitiesPrimary HR or 3rd party specialist was often not available to solve complicated or critical problems Supporting documentation didnt exist or may not have been current1st call/contact resolution was seldom met Employee Human Resources

Current StateThe client did not have an existing HR Shared Services Center, which led to a disaggregated approach to HR services. Below are some common problems faced in the clients current state.


Goals of the HR TransformationImprove the customer experience for managers and employeesIncreased alignment to support key business initiativesMore focused technical knowledge to design programs and toolsData-driven organizational insights and analyticsIncreased governance, compliance, controls and risk mitigationThorough process and technology optimizationAccelerated ability to lead and facilitate organizational changeLower operating costs via flexible, scalable, & sustainable servicesSupport business growth and objectives across the organization

A common goal of HR is to increase the value HR brings to the business via more responsive and consistent service, efficient processes, and enhanced business outcomes.


Enabling Technologies and ServiceNow HRSM


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KPMG, ServiceNow and HR Enabling TechnologiesOne of the most overlooked aspects of HR lies in Enabling Technologies. Enabling Technologies provides the backbone of the HR Contact Center and employee HR experience. Enabling Technologies centers around 4 key pillars:

ServiceNow and KPMG can provide customized enabling technology solutions to an ever changing and complex HR Contact Center Environment. Through years of experience, KPMGs Service Management & Integration and People & Change Practices have advanced a holistic view to HR Enabling Technologies.

Case ManagementKnowledge ManagementHR PortalTelephony


ServiceNow HR Service Management SolutionThe ServiceNow HR Service Management platform provides solutions to many of the key HR Enabling Technology pillars. This unique solution links the HR Portal, Case, and Knowledge Management into a seamless user experience, while also allowing integrations to all major telephony and Human Capital Management (HCM) platforms.

Telephony

Knowledge management

Ability to create multiple knowledge basesFlexibility to provide access to different audiences for knowledge articlesConfigurable approval and retirement workflowCapability to provide feedback or ratings on knowledge articlesEasy access through HR Service PortalHR portal

Easy to configure HR Service PortalIntegrates the case and knowledge managementAccessible on all devices i.e., mobile and tabletsSupports multiple languagesSupports chat functionalityContent can configured based on locationIntegrates with all major telephony provider softwareAbility to provide robust reporting in conjunction with telephonyEnables Screen Pops of caller information Comprehensive dashboards enable administration and supervision from a single centralized workstation

Case managementComprehensive case management solution based on years of service management experienceConfigurable automated workflowsPersonalized customer satisfaction surveysDetailed SLA trackingFlexible report and dashboard creationPDF Document Generation

Integrations with key HCM platforms i.e. Workday, Peoplesoft, and SAP


KPMG & Consumer Product Companys HR Enabling Technology JourneyKPMG worked with the client on each stage of their HR Enabling Technology Journey. We were able to provide key insights, as well as, guide them through the process.StrategyDesignImplementation

Deliver executive presentations on strategic use of an HR Shared Services modelShare automation market knowledge and conduct current state assessmentDevelop business case and feasibility of HR Enabling Technologies

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Vendor Assessment

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Deliver executive presentations on vendor landscapeDevelop vendor selection and scoring criteria based on desired capabilitiesAssist in vendor scoring and evaluationIdentify transformation opportunitiesAssist in conducting workshop with short-listed vendorsDevelop detailed use cases Develop a preliminary solution concept and architectureProvide key considerations Develop a detailed journey map Developed interrelationships with all aspects of Enabling TechnologiesDeveloped approval workflow Assisted in key configurations Collaborated with ServiceNow on the implementation and solutionsDefined the boundaries for solution acceptanceLed user acceptance testingOperationalized metrics and reportingDefined cutover activities and Go-Live considerationsExecute governance model and change management strategy

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Change Management, Governance, Risk Management


Enterprise PortalEmployeeCommunication Channels

HR PortalTelephony (Avaya)

Email (Limited)*

Knowledge managementCase ManagementHR Technology Systems Architecture

The HR Technology Systems Architecture comprises various systems, but was considered holistically when designing considering the interaction model. Single Sign-On (SSO) enabled on all HR technology platforms

Links to the HR Portal and HR Knowledge Base


Overall Design Case & Knowledge ManagementKPMG provided key best practices and supplied an overall case management design for the Consumer Products company to configure and adjust based on their specific needs. KPMGs knowledge of the ServiceNow platform allowed us to design processes and functionality that holistically accounted for their entire technology landscape. Implementation Approach & TimelineDesign Workshop Materials Overall Design Presentation

Knowledge Management Design

KPMG provided best practices in all facets of the Case and Knowledge Management system including:Case & Knowledge Categorizations Auto RoutingExecutive CasesNotificationsTemplatesSLAsReportsDashboardsSecurityCustomer Satisfaction SurveyIntegrationsKnowledge Workflow Knowledge Form DesignKB Document RestrictionsKnowledge Review Process


Overall Design Portal and Telephony

Contact Channels1234Inbound call Progressive Outbound callemailMobile/SMS

Contact CenterACD Software

Management & Administration For the entire HR operationcan be handled from 1 or 2 positions at a central site

Employee Self ServicePortalWorkforce ManagementCall recording softwareTier 1 Skill setTier 2 Expert Tier 3 Policy Expert EmployeeCalls HR

Telephony DesignPortal DesignKPMG guided HR through key interactions with their employees. Providing and assisting in the overall Telephony design, as well as, mapping out key interactions utilized In the development of the HR Portal. KPMG ensured that a holistic approach was taken to ensure a unified employee experience among all HR technologies.


Overall Implementation Timeline

KPMG ensured coordination of the implementation of enabling technologies within the overall HR Transformation picture. Considerations around vendor availability for both the Service Management side as well as the Telephony platform was also key. Additional challenges were felt around the clients resource capacity. Ensuring key decision makers availability was critical to an on-time and successful implementation.

* Overall, the implementation time for Case, Knowledge, and Portal lasted approximately 9-10 weeks.However, significant predesign work was enabled and led by KPMG. These predesign sessions were significant accelerators that enabled an on time implementation.

Case, Knowledge, Portal Implementation ~ 9-10 weeks *


Case Management Functionality and FeaturesThe developed Case Management solution utilizes ServiceNows flexible platform to increase accountability and to provide efficient routing of cases, which in turn will reduce resolution times and increase employee satisfaction. The solution leverages both out of the box features, as well as, key configurations that are specific to the clients need.Auto Routing Cases

01Utilize automation to direct cases to the right resourceCase & Email Templates

02Reduces time spent by agents to create casesCustomer Satisfaction Survey

03Provide key metrics on Service Center PerformanceCustomer Satisfaction Survey was setup to track the performance of the newly developed HR Shared Service CenterInitial Service Level Agreements were applied within the system to provide guidance on case resolution times and to highlight areas of inefficiencies. Further adjustments will be made after the initial baseline period.Key configurations around auto routing of specific plant cases, as well as, Executive cases were key to ensure that the right resources could resolve the cases

Service Level Agreements

04Ensure standard case resolution times

Case and Email templates were utilized to provide Tier 1 agents with expedited forms that standardize key components of the case form, as well as, saving time in the population process


Knowledge Management - Functionality and Features

Knowledge Management is key in increasing the deflection of cases as well as providing employees with real time information that is accessible 24/7.The Knowledge Management solution was configured to provide the right data to the right people. Client considerations around:Hourly and Salaried PopulationLocation SpecificationsHR internal articles All impacted the overall design and usability of the platform. KPMG guided the client through all these requirements.Automated Approval Example

Key Features

Meta Data utilized to enhance the employee experience and allow them to find articles more quicklyAutomated approval workflow to ensure that all articles posted are reviewed and adhere to standard guidelinesFeedback capabilities for employees to comment on specific knowledge articles Location restrictions for certain knowledge articles to ensure that employees only see whats impactful to themWords

Use of Ratings to provide guidance as to the efficacy of a Knowledge Article


HR Portal - Functionality and Features

Case Integration

Portal on Mobile

Knowledge Integration

Telephony

Out of the box knowledge integration allows employees direct access to knowledge articles and was designed to be accessed through multiple areas within the portal.Access to the self branded HR Shared Services toll free number is featured prominently within the portal to encourage the new HR Shared Services Center.

KPMG guided the client through an integrated approach that empowers the employees to create cases and check the status of cases via the portal.

ServiceNows easily configurable platform provides employees with direct access to the portal via mobile devices and is key to a multichannel approach for the HR Shared Services Center.


Telephony - Functionality and Features

Quality MonitoringCall RoutingContact Center Recorded Messages Dashboards & Reporting


Integrations

KPMG assisted the client with the design and validation of the Workday integration. The Workday integration utilizes a web service to synchronize employee profile information in the ServiceNow HRSM application with the clients existing Workday solution.

The data taken from Workday is contained in the Worker object. Key fields utilized for this integration

Employee information, such as user name, first and last name, and email addressesLocationDepartmentPay Rate TypeManagement Level


User Acceptance Testing KPMG supported extensive testing on all of the clients Enabling Technologies. KPMG led the testing effort in conjunction with the client and all defects were supported by the ServiceNow team.

KPMG provided user acceptance test scripts, which covered all areas of Enabling Technology (Case, Knowledge, Portal, and Telephony). The test scripts were all written based on the functionality and configuration of that specific clients needs Each test was entered into the clients ALM system and all defects were logged and tracked in the system. KPMG also detailed an extensive Traceability matrix to ensure that all requirements/stories documented by the client was tested and approved. This also allowed for reporting on which requirements caused defects.


Training and DocumentationKPMG assisted in the development of a comprehensive training program prior to Go-Live. The structured training covered basic and advanced training for Tier 1, 2, and 3 resources on all facets of Enabling Technology such as Case, Knowledge, Portal, and Telephony. The training was tailored around the configurations and functionality of the clients systems as well as the composition and structure of the clients future state organization.

Additionally, KPMG assisted in the development of key desktop procedures. The desktop procedures provided the client step-by-step processes that will be leveraged in training and assisting new agents.


HR Enabling Technology Solution - BenefitsKnowledge Management

Telephony

Case Management

Increased direct access to HR information throughout the enterprise Automated review and approval process for all documentationImproved agent access to approved HR solutions Searchable repository of information to increase case deflectionKey communication mechanism to engage the employee population on HR issues and topics24/7 access to information through multiple devicesUser friendly interface that encourages direct access/self serviceLinks and direct access to other HR technology platforms i.e. HCM system

Consistent systems architecture with the Case and Knowledge system.Structured and accurate routing to the right HR resourcesVisibility into call volume and metrics

Efficient and automated routing on key cases Structured system that provided key volumes and metrics not previously available Security that protected PII and other confidential informationAuditability of HR resolutions and communications to employees

HR Portal


Lessons LearnedTiming and Sequencing1 week analysis in between Sprints allowed the client to understand the configurations and make key decisionsSchedule key milestones well in advance to prevent resource constraintsEnsure that the Enabling Technology timeline is incorporated into the larger project plan

CommunicationCommunicate frequently with other aspects of the HR Transformation as there will be many impacts felt Ensure requirements freeze is clearly communicated outChange Management is critical to increasing user adoption and demystifying the new technology platforms.ResourcingDesignate 1 platform decision makerComprehensive training is important to increase user uptake and to ensure utilization of all featuresEncourage Training Developers to participate in User Acceptance testingInvolve the future state Enabling Technology administrator early on (Reduces Knowledge Transfer)

OverallDont over engineer the solution!Involve key HR stakeholders early on because they will be the end usersMake a concerted effort to gather a comprehensive inventory and rationalize all KB articles before they are loaded inIf possible, gather feedback from a focus group for employee facing technology such as the HR portalBest practices design allowed the client to react to what they wanted rather than come up with requirements without context

The overall HR Transformation and the Enabling Technology implementation has led to many lessons learned and key takeaways.


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For More Information, Please Contact UsRobin RasmussenPeople & ChangePrincipal, Management Consulting KPMG LLP email: [email protected]

Mitch KenfieldCIO AdvisoryPrincipal, Management ConsultingKPMG, LLPemail: [email protected]


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