SaaS vs BPO: Operational Considerations of the SaaS Service Delivery Model
11
Operational Considerations of the SaaS Service Delivery Model
description
In the second session of this webinar series, we further explore how SaaS and BPO are not mutually exclusive, now from an operational perspective. A panel of practitioners and providers discuss how services stay the same or may change in different areas, potential differences in your ongoing delivery team, global design considerations, and modifications to the governance model. Panel: - Jill Goldstein, Global Offering Lead, Talent and HR BPO, Accenture - Jamie McGovern, Partner - Human Capital Management, Global Business Services, IBM US - Susan Laskey-Myers, SVP HR Solutions & Service Delivery, Thomson Reuters Moderator: Brenda Sural, Director HR Service Delivery, Kraft Foods
Transcript of SaaS vs BPO: Operational Considerations of the SaaS Service Delivery Model
Operational Considerations of the SaaS Service Delivery Model
www.HROA.orgwww.HROA.org @HROA@HROA3
Service Delivery Model: BPO on SaaSResponsibilities in a BPO on SaaS model are spread across the Customer, BPO Provider, and SaaS Provider
Business Process Outsourcing (BPO) on3rd Party Software as a Service (SaaS)
Employee Portal
Integration
Transactions
Application
Database
Operating System
The
SaaS
Pro
vide
r, BP
O
Prov
ider
, and
Cus
tom
er
colla
bora
te to
del
iver
m
anag
ed s
ervi
ces
Internal HCM on Software as a Service (SaaS)
Application
Integration
Database
Operating System
Infrastructure
SaaS
Pro
vide
rM
anag
edCu
stom
erM
anag
ed
Application
Integration
Database
Operating System
Infrastructure
Configuration
BPO
Pro
vide
rM
anag
ed
Business Process as a Service (BPaaS)
Transactions
Employee Contact
Transactions
Employee Contact
Employee PortalEmployee Portal
ConfigurationConfiguration
Infrastructure
Employee Contact
www.HROA.orgwww.HROA.org @HROA@HROA4
Typical Tiered HR Delivery Model
SaaS
Pro
vide
rM
anag
ed
Tier 2Tier 1Tier 0SaaS
Employee / ManagerSelf-Service-
Customer ServiceRepresentative (CSR)
Subject Matter Expert(HR Role)
Call Manager Application
Case Management App
Service Center Reporting
(Contacts, Self-Service)
HR Reporting (Ad hoc and Standard
Case Analysis)
HR Policies KnowledgeBase
KnowledgeBase Policies
InformationDirectory
SaaS
HCM
Forms &Requests
HR Data Sources
Tier 3
Customer / BPO ProviderCenters of Excellence
Policy & Governance
www.HROA.orgwww.HROA.org @HROA@HROA5
Roles & Responsibilities: BPO on SaaS
SaaS Provider:• Functionality Requests • Functional “Updates”
Client HR COE Function (including “Power Users”):• Organizational Structure Maintenance• Security Provisioning• Business Process Issues Monitoring and Resolution• Vendor Coordination• Delegation• HR Metric and Key Performance Indicator Review• Release Management• “Update” Functionality Review, Approval, and
Implementation• Change Management
www.HROA.orgwww.HROA.org @HROA@HROA6
Roles & Responsibilities: BPO on SaaS
BPO Service Provider:• Initial Design and Implementation• Contact Center• Service Operations / Back Office
• Master Data Changes, New Job Codes, Minor Configuration Changes
• Policy Publishing and Document Maintenance• File Transmission / Integration Execution and
Monitoring• Reporting and Analytics Requests
• Simple Design / Build• Service Level Agreement Reporting
www.HROA.orgwww.HROA.org @HROA@HROA7
Roles & Responsibilities: BPO on SaaS
Cross HR / IT Function (Client and / or BPO)• “Update” and Regression Testing• New Interface Development and Payroll Integration• New Complex Reporting / Dashboard Development• New Complex Configuration• Assistance with M&A Activities
Panel Discussion
www.HROA.orgwww.HROA.org @HROA@HROA9
Today’s Panel
Brenda SuralKraft Foods
Moderator
Jill Goldstein
Accenture
Jamie McGovern
IBM
Susan Laskey-Myers
Thomson Reuters
Questions?
www.HROA.orgwww.HROA.org @HROA@HROA11
Other Webinars in this Series
• Feb 13: Overview and Strategy– Audio Recording & Slides available
• March 12: How to prepare for implementation– Register today!
www.hroa.org/SaaSvsBPO
www.HROA.orgwww.HROA.org @HROA@HROA12
About HROA
• Founded in 2003 - Global association • Open to anyone in the HR Outsourcing and
Transformation industry anywhere in the world: practitioner, buyer, provider, technology firm, advisor, consultant, or academic.
• to be the single recognized community for improving the quality, effectiveness, and efficiency of outsourcing as part of an overall HR service delivery strategy.
• www.hroa.org
![[Draft] Strategic benefits and considerations of SaaS · business functions are outsourced to cloud services. SaaS applications emerged as one of the advance technologies under the](https://static.fdocuments.net/doc/165x107/5f58beabafe22c149845dea8/draft-strategic-benefits-and-considerations-of-saas-business-functions-are-outsourced.jpg)
