SAP Innovation Awards 2020 Entry Pitch Deck · We are diversified across 11 sectors and 22...

SAP® Innovation Awards 2020 Entry Pitch Deck

Mahindra & Mahindra Ltd.

Mahindra Group HR Digitization – Best In Class User Experience

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Company Information

Headquarters

Industry

Web site

Mumbai, IndiaAutomotive, Farming equipment, Financial Services, Aerospace, Logistics, Defense, Energy, Construction, Hospitality, IT, etc.https://www.mahindra.com/

▪ Mahindra Group is one of the largest conglomerates in India. We are diversified across 11 sectors and 22 Industries which is spread across 150+ subsidiaries, JV & Partner companies. Group Revenue ~ $21Bn, Group M-cap ~ $25Bn

▪ Business segments - Automotive, Farm equipment, IT Services, Financial Services, Aerospace & Defense, Infrastructure, Realty, etc. More than 93 companies of varied size runs on single S/4 HANA instance.

▪ Our strategy is to have future ready platform and deliver business value by leveraging latest technological innovations. We adopted S/4 HANA across the group to drive simplification and also adding business value using latest technology innovation in areas of ML, real-time analytics, user experience, SAP on-mobile, RPA, etc.

https://www.mahindra.com/


Challenge

Solution

Outcome

Genie’ the final product of ours is accessible through an app on mobile phone and of-course from other user devices such as Laptops and Desktops. It is a learning bot and hence in case it’s not able to respond to a specific query, it gives an option to raise a ticket or speak to help-desk directly and eventually learns. It is well integrated with our internal processes and continue to support with new feature builds, add data and processes to scale the system across more functions.

Biswanath Ghosh, CIO Enterprise Applications & Corp. Functions, Mahindra & Mahindra Ltd.

Mahindra & Mahindra Ltd.

• SAP was designed & implemented to provide Claim and benefits Transaction; Policy storage; Time management; Leave management; Payroll;

• SF was designed and implemented for Employee central, Performance management, Succession planning.• Inhouse AI based ChatBoT “Genie” were designed and developed with Natural Language Processing capability and Voice

enabled functionality. Genie is tightly integrated with SAP and SAP SuccessFactors for all user requirements, which provides best in class user experience.

• Mobile App & Web-based solution for easy accessibility for round the clock access & best user experience

• No single platform for Employee’s daily operation requirement - Multiple application platforms causing operational inefficiencies; Non availability of common solution to multiple Devises & OS

• Very high turn around time to Employee’s routine queries to Policy, Claims, Approvals, Benefits, Attendance etc.;• Poor Customer Experience; Delay causes frustration – Loss of productivity• Inconsistent and inaccurate information; Personal driven response rather than system based

Reduction in man power – 10 FTE per month

25% increase in time for HR folks

Mahindra Group HR Digitization – Best In Class User Experience

40% reduction in processing time

• Experience | Efficiency | Technology• Synergy across the group – Talent visibility• Compliance and governance – Strong enforcement of policies across the organisation• Cost saving – Paperless; Auto approval for travel; 8% saving in cost due to auto approval• Single gateway for all information source – Simple and reliable and yet very efficient• Interactive and efficient; Best in class user experience• Consistent and accurate results• Single version of truth


• Employees were using cumbersome manual and tedious process to find reply to their queries associated with policies, claims, benefits, personal information with lots of delay

• Benefits and claims related transaction had a high turn around time.• The logged incidents had no visibility on status and progress.• Employees queries were going through multiple iteration and manual human interventions were causing delays.

In-consistent and inaccurate answer causing frustration and bad user experience. • For application navigation and process knowledge – employees were struggling to find relevant team & timelines

and was required to wait long for their turn and finding right quality resource• Cumbersome ticketing tool was causing lot of data entry and requires good training for proper understanding of

tool. This was causing a challenge for large number of employees. • HR executive were getting too busy with routine requirements of Employees impacting their core work areas• Complex change Management• User often lost to - Huge mail exchange; Difficult to track issues and resolution

Business Challenges and Objectives


• Easy access to employee personal data• One stop solution for all the requirements related to Employee – CTC, Salary slip, Letters, Leave balance, Pending approval,

Claims, Benefits,• Enhanced operations and employee experience• Reduction in manual work of HR executives – more time for core work• Assist and take rule based decision• Image and Video assisted reply• Control – Errors and information mismatch• Reduction in processing time for all queries implemented in BOT• Realtime information of incidents brings more visibility • Training videos and relevant training material provide appropriate and timely knowledge• Employees requirement for Letters now available instantaneously – no more lead time • Claim and Benefits are now visible on Realtime basis• Leave and Travel information available from single platform• Keeping Mahindra’s core believes of Alternate thinking provided Best in class under experience through single window• Faster turn around time• Single sign-on approach for hassle free function

Business Challenges and Objectives


Project or Use Case Details

MeCentral on Web



❖ Both for Mobile and Web

❖ All approvals at one place

❖ Mobile notifications instead of emails

❖ Available on android and iOS store with auto update

❖ Seamless integration with other apps & platforms

On Mobile



Workmen app

1. App for Associates

2. Relevant information on the go

3. Simple & intuitive user interface

4. Reduce queries for time office.

5. Available on mobile as well as kiosk



Genie – HR Chat BoT1. Policy query, Documents view and download,

2. Apply Leave, Check Claim and Leave status,

3. Check pending approvals list for self, Birthday list,

4. Ticketing system integration

Benefits:

1. Define a new powerful user experience.

2. Free Up Resources to do more meaningful work.

3. 24/7 Availability of Reliable Information.

4. Increase Engagement with Large Audiences simultaneously.

5. Cost reduction

6. Priceless Data Insights



Strategic HR

HR StrategyStrategic HR

PlanningSystem

GovernanceHR Analytics

Recruitment Marketing

Recruitment Management

OnboardingDigital

Induction

Core HRLearning

Management LMS

Talent Management

Succession planning

IDAP

Employee Central

Performance & Goal

ManagementCompensation Global Mobility

HR Support

Personalized HR

Communication

HR Administration

Development & Maintenance of

HR Systems

Training & Event

Management

Stakeholders• Employees• Managers• Retirees• Admin’s• Service Centre • L2 SPOCs

Allied Systems•Rise@Work, MLU• Time-Offs, Travel &

Benefits, Letters• Payslip, Flexi, F16,Tax.•Alumni , R&R, MDrishti,

ESOPdirect


Benefits and Outcomes

Business / Social IT Human Empowerment

Efficiencies• Higher Adoption – 800

queries per day• 40% Reduction in processing

time• 25% increase time available

to HR folks due to HR digitisation & automation

• Robotic Process Automation (RPA) & Chat BOTs.

• Running 90 group companies of different industry in single instance

Technology• Artificial Intelligence• RPA• Reduction in 10 FTE per

month – cost saving

Experience• Best in class user experience• MeCentral Single Window

Experience with meConnect App.

• All class of employees covered – Blue & white collar

• Harmonisation of business processes are leveraged –reduce redundancy and huge cost saving


Architecture

MobilePC Browser

Seamless Integration with Core Systems ( SAP HR, FI., Analytics, DMS)

Recruiting Onboarding Learning Performance& Goals

Compensation Succession &Development

Human Capital Analytics

Talent Management

Competencies Best PracticesSkills

Employee Recordkeeping | Organizational | Global BenefitsShared Services (Employee Central Service Center) | Payroll (Employee Central Payroll) | Time & Attendance

CORE HR (Employee Central)

Full-Time Employees Managers New Hires Retirees HR/Field HR HR Service Center


SAP technologies used:

Date Number of users

Deployment status

Deployment

If you have used one of the services or support offerings from SAP Digital Business Services during the implementation or

deployment phase, please select with one or more of the following offerings:

SAP MaxAttention™

SAP Value Assurance

SAP ActiveAttention™

SAP Model Company

SAP Advanced Deployment

Others:

X

SAP Innovation Services SAP Innovative Business Solutions

Feb 26, 2019 14000+

LIVE

SAP product

Deployment status

(live or proof of concept [POC]) Contribution to project

1 SAP HCM LIVE

2 SAP SuccessFactors LIVE

3 meCentral LIVE

4 Genie LIVE

X


The following advanced technologies were part of the project.

Advanced Technologies

Technology or use case Yes or No Contribution to project

1 3D printing No

2 Blockchain No

3 Internet of Things (IoT) No

4 Machine learning or AI Yes

5 Conversational AI Yes An inhouse chatbot “Genie” designed, developed & deployed

6 Robotic process automation Yes

7 Data anonymization No

8 Augmented analytics Yes NLP based data analysis


Additional Information

▪ Project journey and success has been awarded with SAP ACE Award

▪ “Confirmation” process automation done using Robotic Process Automation (RPA) technologies

▪ For annual appraisal, we release letter by 1st August. This year we launched all letters from Genie, the result was extremely encouraging that around 50% employee accessed their appraisal letters from Genie within first two hours of release. There was not a single failure showed ,extremely useful still a reliable platform to engage with users.

▪ Looking at huge success, Genie 2.0 is getting released with host of new user friendly features and functionalities

SAP Innovation Awards 2020 Entry Pitch Deck · We are diversified across 11 sectors and 22...

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