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How To Make Shared Services a Success Carol Mills Director of HR University of Liverpool.
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Transcript of How To Make Shared Services a Success Carol Mills Director of HR University of Liverpool.
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How To MakeShared Services a Success
Carol MillsDirector of HR
University of Liverpool
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Overview
The pre-requisites of effective shared service partnerships
One model Learning Points What can go wrong If it goes right
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Pre-requisites
Ownership at the top of all the partner organisations
Shared, clearly stated objectivesReviewed annuallyPerformance Management Understanding local bureaucracy!
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Pre-requisites
Partnership ethos – long-termIntelligent client functionunderstanding/responsive service
providerPenalties and incentivesLong-term service development plans vs
short-term gains
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Pre-requisites
ensure key metrics are known beforehand Operational SLAs are clear and
understood where does responsibility lay?where is the service over and under
achieving?What is the level of service demanded? Measurement to drive quality and
standards of delivery
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Pre-requisites
Governance What might impact on future delivery? Cost and recovery of investmentwhere does “contractual responsibility” sit if you have a 3rd party provider/partner
what are their responsibilities If you bring on other partners impact on
charges and rewards
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One model – In-house HR functions to focus on strategy and policy and shared service provider focuses on transactional and
potentially HR advisory services
Examples of share Of activity
HR Strategy
HR Admin/Transactional Services
HR Advisory Services
ResourcingServices
PerformanceServices
Reward Services
Learning Services
Resourcing Strategy
Target Setting
Campaign Planning
Agency Management
Recruitment Process Admin
Employee Screening
Retained service
CompetencyDefinition and appraisalpolicy
Tools and forms design
Reporting
Annual Reviewprocessing
Promotionsprocessing
Learning Strategy
Event and Programme Design
Portfolio management
Course Booking Admin
Training Evaluation Admin
Compensation & Benefits Strategy
ProviderIntegration
Benefits Package Design
Payroll Administration
Redundancy Admin
Case EscalationHealth & SafetyPolicy
Managed HR Programs
Exit Services
Health & Safety Advice
Discipline & Grievance Management
AbsenceManagement
Health & SafetyAdmin
Exit Policies
Redundancy Planning
Pensions Scheme Policy
Redundancy Programme Policy
Exit Package Advice
Pensions Administration
Exit Administration
Shared servicearea
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Learning Points
Negotiators to stay around (memory loss!)
Due diligence – more time & accuracyIntelligent clients – sufficient staffShared benefit – greater clarityAnnual review of objectivesCommunications – internal vs external
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Learning PointsPerformance Indicators need to be
benchmarked against bestJoint strategic management arrangementsClarify finances – core; additional; contractual
increases; partner investmentsPartners need to share the savings pain too
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What can go wrong
Time input and no outcomeNo business caseResource gapsAll incentives or all penaltiesInadequate client arrangementsContractual personalitiesNo ownership or understanding
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If it goes right
The right fitKey people on board and senior leadClient controlDay to day relationsService improvement focussedEnhanced relationshipsNot IT – BPR emphasisSkills transfer
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Contact DetailsCarol Mills
Director of Human Resources
University of LiverpoolThe Hart BuildingMount Pleasant
LiverpoolL3 5TQ
Tel: 0151 794 2191Fax: 0151 794 2456
Email address: [email protected]