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The Secret of Driving Cultural & Strategic Transformation through HR - David Bowes
 

The Secret of Driving Cultural & Strategic Transformation through HR - David Bowes

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The Secret of Driving Cultural & Strategic Transformation through HR - David Bowes, Chief People OfficerWDS, A Xerox Company ...

The Secret of Driving Cultural & Strategic Transformation through HR - David Bowes, Chief People OfficerWDS, A Xerox Company

What does HR Technology mean to users? How can it impact an organisation and how this cultural impact be managed? In this session, David Bowes will share WDS’ HR and IT challenges and build the case for transformational change around talent.

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  • Good Morning. INTRO
  • WDS offers Multi-channel knowledge management, care automation and analytics are delivered through ourTechnology, Managed Services and Consulting practices.  Technology products are designed to Automate or assist customer service interactions across self-care, device,contact center and social channels. Importantly, all of our technology products come with knowledge as standard Services comprise Managed or Outsourced services spanning customer care, testing, training and knowledge management. And our consulting practice offers programs of activity designed to address specific client challenges.
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  • The best starting point is the BusinessStrategy. What markets are we in? How do we compete/differentiate ourselves? What's our value proposition?How did we learn that Talent/Expertise was our limiting factor? We tried it with 6 customers from 4 different countries. We learnt that:The value proposition was right (i.e. Customers liked it and bought into it)It was profitable (i.e. We could make money by doing it)It was hard work and required unique Expertise / talent. And this was the scarce resource.
  • Having hopefully outlined the problem we were facing…Next I want to explain what we did to address the problem…
  • We thought more the type of organisation we needed to deliver the Vision – i.e. What was The Vehicle that would take us on the journey? Could it go fast enough? How agile did it need to be? What were the key things it needed to be really good at (Core competencies) How big did it need to be? How resilient should it be? What did “winning” look like? – what was it going to take to win the race? And not just this race, the championship! Who was going to drive it? And what did they need to be good at? Risk taker? Would they crash it on the first corner? Or drive it so slowly it never got any heat into the tyres so it would work at optimum performance?So, start with your Vision for the business. And Business strategy. Ours was a 3 page document, looking at the business from the various viewpoints (customer, Shareholder, Employee)Then you can think about what kind of organisation culture your looking to develop. This is the process of taking a business strategy and turning it into a relevant HR strategy.
  • GLOBAL… Gave us scale (efficiency and customer alignment). Also local Law, practices (terminology and Financial practice) and Culture. Self serve because that maps to our culture (empower, accountable)
  • QUESTION: How do you demonstrate your value as an HR function to your business?
  • Some examples:
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  • We nearly went to early...We decided to invest 2 years ago. But 2 years prior we were about to invest....Cash got tightTechnology wasn't ready to meet our needsWe realised we didn't really understand our business. How did we need our organisation to work in order to deliver the visionPHEW!
  • Where does your HRIS budget sit? – HR or IT or other?Beware of what you don't know: The technology can shape requirements you may not have been aware of and The technology is becoming simpler to deploy reducing the role of the IT function. Give me and my employees access (device and bandwidth)Make sure data is secure
  • Team: Vendor, PM, Sys Admin, Users, HR, IT, Are you buying a piece of technology? Or Outcomes?

The Secret of Driving Cultural & Strategic Transformation through HR - David Bowes The Secret of Driving Cultural & Strategic Transformation through HR - David Bowes Presentation Transcript