SAP Innovation Summer Camp Come with a Curiosity Leave...

SAP Innovation Summer Camp

Come with a Curiosity – Leave with a Plan

July 12 - 13, 2012 | SAP Americas HQ

www.sap.com/sapsummercamp

Human Capital Management Track

Joint Customer Presentation and Solution Offering

Good Chemistry: A formula for making the most of your HR resources

Best practices from Air Products and SAP

Debra Freas & Sherryanne Meyer, Air Products

Carrie Lande, SAP

July, 2012

Agenda Intro

Background - Air Products and SAP HR

Global Business Support Services

Lessons Learned

HR Services and Tools

Challenges & Benefits

Q&A

© 2012 SAP AG. All rights reserved. 5

Introduction

Deb Freas, Air Products - Supervisor of the North America HR Services Center

Sherryanne Meyer, Air Products - Manager, IT HR Applications Solutions and

Delivery

Carrie Lande, SAP – Solution Owner for SAP Shared Service Framework, HR

Agenda Intro

Background - Air Products


Lessons Learned



Q&A


Who is Air Products?

A leader in world markets for seven decades

40 countries

18,900 employees

A Fortune 500 Company

Innovative

Responsible

Supplier of gases, chemicals, performance materials, equipment and

services


Air Products and Chemicals, Inc. - What we do


SAP HR: 27 Countries executing global processes

9

UK

United States

Canada

Malaysia

Indonesia

Singapore

China Israel

Poland

Egypt

Brazil

India

Portugal,

Spain

France Germany

Ireland

Italy

Belgium Netherlands

Czech Republic, Slovakia

Hong Kong Korea

Japan Taiwan

18,900 Employee Users 20,100 Learners 800 Budget Manager Chiefs

415 Non-Budget-Manager Chiefs

75 Power Users 50 LSO Power Users 12 Supported Languages

Bahrain


System 13 Countries Expanded

Europe Entered Asia Latin America

Power Users

N. America Centralized;

Europe - Localized

Consolidated Europe

Asia Localized Global Shared

Services

Self Service

ESS – EU and America

MSS LSO ESS - Asia

IT In-House = 14 In-House = 20 In-House 17 In-House 4;

Outsourced 12

Air Products Human Capital Management: The Evolution

2001 2003 2005 2007 2009-12


Single SAP HR Instance

Global Processes

Integrated Data

One Company

SAP HR: The System of Record for HR and Payroll

Processes

Other Payroll Providers

outside U.S.

11

Appraisals RWH / HRP

Workflow and Self Services (MSS & ESS)

Org & Position

Mgmt Personnel

Admin

Payroll

Structural Security

Learning Management

Benefits

Comp Budgeting &

Planning

Recruiting: Kenexa

Brass Ring

ECC6.0 EhP5, Portal 6.0, Netweaver 7.2,

Integrated ITS, Content Manager for LSO, BW

for Headcount and Comp Analytics


Supporting Manager Accountability


Supporting Employee Enablement


Supporting Compliance and Agile Learning


Integrating with other systems to support business

processes

Employee

Master

Data

System

Tables

•Time

•Travel

•FI Posting

System

Tables Configuration

Data

Agent

Information

Vendors,

Approvals


Adapting and innovating to business needs

16

On Premise

On Demand

On Device

Agenda Intro



Lessons Learned



Q&A


One company - consistent work processes

Global Business Support Services established March 2009

Transaction and support activities for HR Services

Requisition to Pay & Supply Chain Services

Customer Service

Customer Support – billing order management and delivery scheduling

1,051 employees 17% with less than one year service

>98% located in four regional centers

Cornella Spain

Kuala Lumpur, Malaysia

Shanghai, China

Trexlertown, PA, US


Organization

FINANCE

Global Shared

Services

Enterprise Projects

Req to Pay Customer Support

Customer Service

HR and Payroll

Enablement and CI

Global IT

Cornella, Spain

Kuala Lumpur, Malaysia

Shanghai, China

Trexlertown, US


Globalization

With localization as required

A common set of Global Processes

One global organization structure

One appraisal model

One compensation plan

One learning system

Global employee self service model

One Shared Services department

One single instance of HR, synchronizing with ERP

Localized Payroll Processes


Processes guided by global leadership

With regional representation

Global Process Management Team (GPMT)

Supports and enforces a common direction

Prioritizes resources

HR-IT Steering Committee

Reviews all changes to processes and enhancements to

system

Assesses impact of process changes on system

Prioritizes resources across Global Business Support

Services, HR and IT

GPMT

GBSS

HR IT

Agenda Intro

Background


Lessons Learned



Q&A


Key message

Have the guts to make the organizational,

process and structural changes.

Then, and only then, worry about the tools . . .


Lessons learned

Top-down approach

Upper management must drive, support and

continually enforce the change

Encourage employees’ full support of

centralized services as the experts

Provide self-service tools

All team members engaged in the new

service delivery model

Common set of performance objectives

Focus on optimizing efficiency and effective

service delivery

Operate as a global team within the

global process

Audit for SOX compliance and consistent

management of data

English only is the best approach for

your Shared Services’ team

However - enable employees to have a

method of communicating with the Shared

Services team in their own language

Document business processes and

decisions

Use a common method of tracking

incidents globally


Lessons learned (continued)

Provide opportunities internally for your employees

to shine

Develop subject matter experts

Have a continual learning plan in place

Provide growth & development opportunities for employees

Meet regularly as a team –

Regional shared services centers

Shared Services and IT

Shared Services, IT, and business process owners

Global functional work streams

Agree to and ensure teams understand SLAs

Between the Shared Service Team and customers

Between Shared Services and IT

Between your company and third party vendors

add AP logo

here


Lessons learned – Where SAP can help

Top-down approach

Operate as a global team within the global

processes

Implement agreed-upon business processes

and decisions globally

Use a common method of tracking incidents

globally

Track and monitor SLAs

Agenda Intro



Lessons Learned



Q&A


HR services at Air Products

Level One support for

HR Business process

SAP HR IT system through a

portal


SAP Employee Services Portal Side Panel


SAP Solutions relevant for Shared Services in HR

Add-on

Processes

SAP ERP HCM

Payroll Processing

E-Recruiting

Learning Solution

Employee File Mgmt by

OpenText

SAP Shared Service

Framework

Core Processes

Additional Engines

Employee Self-Service

Manager Self-Service

Processes and Forms

by Adobe

Shared Service

Framework

Business

Communication Mgmt


Air Products’ HR Shared Services and SAP solutions relevant for shared

services

SAP Shared Service

Framework for HR


Air Products support model

0

• Online Help

• Call Center

1

• Payroll Specialists

• Master Data Power Users

2 • Subject Matter Experts

3 • SAP Competency Center (IT – Applications Solution & Delivery)

4 • Other IT Teams (Basis, Operations, Connections, Portal)


Remedy tools – HR tool is “Casetrack”

Both Casetrack and

Troubleticket interface with

Workforce data

Casetrack has secure

access controlled by Global

Business Support Services-

HR

Casetrack is built to enable

“Level 0” answers to HR

business processes

Casetrack escalation to the

HR SAP Competency

Center in IT – does not

enable transfer to Level 3


Build Step 1

Interaction orchestration with Shared Service Framework Multi-channel approach to connect with customers, employees, suppliers, …

Employee ● Manager ● Customer ● Supplier

Tier 1 Generalists

Tier 2 Specialists

Tier 3

COE**

**COE = Center of Expertise

Interaction *

Tier 0 – 80%

Tier 1 - 10%

Tier 2– 8%

Tier 3 – 2%

*Reference: The Hackett Group

Service

Request/

Ticket


The SAP Shared Service Framework

One integrated operating environment for Shared Services

The Shared Services

Center agent operates

entirely from one operating

environment – the SAP

Shared Service

Framework.

The SAP Shared Service

Framework provides the

means to support

communication with

employees / managers and

integrates with the

applications in the backend

systems of the corporate

landscape.


Employee authentication - Example

Example:

A Service

Request needs to

be created for an

employee.

Autentication and

personal data is

automatically

transferred to the

SSC confirming

the employee,

minimizing the

time to complete

the transaction

while providing

security.


Dashboard for process analysis - Example

Agenda Intro



Lessons Learned



Q&A


Organizational drivers for Shared Services Challenges

Cost Pressures Customer Satisfaction

Governance & Compliance

Globalization Service Delivery

Process Standardization Labor Mix Acquisitions

Harmonization

Operational Agility

Depth of Integration Geographical Scope

Automation

Process Quality

Data Accuracy

Policies & Procedures

Risk of Errors


Overview of support provided

ESS, MSS, HCM Processes & Forms, Portal

Employee Self-Service

• Role-based access to work related information for employees worldwide

• Intuitive web-based navigation designed for “casual” users of system

• Delivered workflow enabled capabilities to automated HR transactions and approvals

• Flexible adaption of user interface via configuration and personalization

• Preconfigured software

• Rapid delivery in as few as 9-12 weeks

• Reasonable & transparent pricing

• Fixed baseline scope

• Faster time to value

• Available for SAP Portal and SharePoint options

Portal Lower TCO with

RDS

• Common access point for users

• Environment supports ESS, MSS and P&F

• Side panel provides context-sensitive information including links

• With SAP NW portal or 3rd-party portals

• Single access point for managers with personalized, role-based tools and views

• Decision support through direct access to reports and analytics

• Launch services on behalf of employees

• Flexible adoption of user interface via configuration and personalization

• Configurable forms and workflows for Webdynpro ABAP & Adobe

MSS / HCM

Processes & Forms


Overview of support provided

SAP Shared Service Framework for HR

Tools –

All in 1 place

• Ticket management

o Creation & tracking

o Checklists

o Service Catalogs

• Multiple communication

channels (phone, email,

chat, fax, …)

• Knowledge Base

• Interactive scripts

• Surveys

• Analytics / dashboards

• Campaigns

• Preconfigured software

• Rapid delivery in as few as 5 weeks

• Reasonable & transparent pricing

• Fixed baseline scope

• Faster time to value

Orchestration Lower TCO with

RDS

• Multifunctional framework supports Shared Services for:

o HR o Finance o IT o More . . .

• Multi-backend supports multiple instances of ERP

• Interaction orchestration for multiple channels

• Process orchestration combines core processes, engines & add-on processes

• Direct access to HR master data via transaction launches from ticket

• Tight integration with: o HCM Processes &

Forms o ESS on Behalf

• Update personal information (SAP GUI1) for multiple backend releases

• Employees can submit own ticket1

Integration with

HR

1With configuration per cookbook


Key benefits from Global Business Support Services

implementation

Establishing sustainable relationship-driven service

levels with clients

Migrating amenable transactional and operational

support activities

Stabilizing and then improving operations while

minimizing disruptions

Leveraging the global capability and scale of our four

centers

Engaging diverse people with the skills to be

successful in their role

Managing people, process and technology to deliver

competitive advantage

“Standardizing our offerings,

Simplifying our processes,

Shortening our cycle time,

Sharing best practices globally,

Serving respectfully and rapidly”

Agenda Intro



Lessons Learned



Q&A


Q&A

Thank you

Deb Freas

Air Products, Supervisor of the North

America Employee Service Center

[email protected]

Sherryanne Meyer

Air Products, Manager, IT HR

Applications Solutions and Delivery

[email protected]

Carrie Lande

SAP, Solution Owner for Shared Service

Framework, Human Resources

[email protected]

mailto:[email protected]



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