The Journey To Value: Enhancing the     Service Proposition    Helen Dickens     EMEA HR DIRECT SERVICESThe Journey To Val...
Agenda• Overview of Organisation & Team• The Value Chain• Known Next Steps  • The evolving landscape & future consideratio...
The Journey To Value   3
Symantec Is –  Symantec is a global leader in   providing security, storage and                systems management solution...
Symantec At a Glance               Founded in 1982          $6.0 billion revenue in FY 2010;                 IPO in 1989  ...
Symantec’s Acquisition History  2000           2002          2003           2004            2005            2006          ...
The Journey To Value   7
HR Helpdesk 1.0The Journey To Value   8
EMEA HR Direct Services in Numbers    The Journey To Value                     9
HR Helpdesk 2.0The Journey To Value   10
The Value Chain Volume                                                                                     ValueGSS Data  ...
Focus Area 1: Offshoring to Captive Centre in India               FOCUS 1   Reduce   Remove                 HR Direct Help...
Focus Area 2: Enhancing Management Advisory Capability                                                             FOCUS 2...
HR career progression in Shared Services Environment                       Management                          Advisory   ...
Focus Area 2: Increased Intake of ER into HR Helpdesk & Reduced EscalationsThe Journey To Value                           ...
HR Helpdesk 3.0The Journey To Value   16
Next Steps • Technology     – Infrastructure Enhancement  ‐ CRM etc     – Enhanced HRIS system – improve HRSS & MSS     – ...
HR Helpdesk 6.0The Journey To Value   18
Evolving Contact Centre Landscape• Working from home• Investment in forecasting• Addressing Multi‐ channel contact   and s...
Evolving HR Shared Service Centre Landscape• Focus on Tier 0• Drive to decrease volume and   increase value add • Customer...
Evolving Symantec Landscape• Increasing client complexity• Vendor technology  = multiple   vendor apps• Increased vendor i...
Evolving Roles The Journey To Value   22
Thank you!    Helen Dickens    Copyright © 2010 Symantec Corporation. All rights reserved. S...
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The Journey to Value - Enhancing the Service Proposition


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The Journey to Value - Enhancing the Service Proposition

  1. 1. The Journey To Value: Enhancing the  Service Proposition Helen Dickens  EMEA HR DIRECT SERVICESThe Journey To Value 1
  2. 2. Agenda• Overview of Organisation & Team• The Value Chain• Known Next Steps  • The evolving landscape & future considerationsThe Journey To Value 2
  3. 3. The Journey To Value 3
  4. 4. Symantec Is – Symantec is a global leader in  providing security, storage and               systems management solutions                 to help consumers and                 organizations                                              secure and manage                                         their information                                                and identities.Symantec Company Overview 4
  5. 5. Symantec At a Glance Founded in 1982 $6.0 billion revenue in FY 2010; IPO in 1989 approximately 50% outside of the U.S. Approximately 18,500 employees More than 1000 global patents Operations in more Symantec footprint on more than than 40 countries one billion systems #353 on the 2010 Fortune 500 Included on Fortune’s Most Admired Companies list 100 percent of Fortune 500 Invests 13% of companies are customers annual revenue in R&D** R&D  investment is Non‐GAAPSymantec Company Overview  5
  6. 6. Symantec’s Acquisition History 2000 2002 2003 2004 2005 2006 2007 2008 2009 2010 Enterprise End Point Data Loss Lifecycle Web Security Authentication Global Enterprise Message Availability & Direction Security Compliance Prevention Management SaaS Identity Intelligence Security & Mgmt & Compliance Application Data Center Virtualization Encryption & Managed Archiving Mgmt Mgmt SaaS Services Acquisitions Symantec Revenue$750 million $1.1 billion $4.1 billion $5.2 billion $5.9 billion $6.2 billion $6.0 billion $1.4 billion $1.9 billion $2.6 billion Symantec Company Overview 6
  7. 7. The Journey To Value 7
  8. 8. HR Helpdesk 1.0The Journey To Value 8
  9. 9. EMEA HR Direct Services in Numbers    The Journey To Value 9
  10. 10. HR Helpdesk 2.0The Journey To Value 10
  11. 11. The Value Chain Volume ValueGSS Data  Entry HR Services (geo based administrators & Generalists)HR Direct Helpdesk (incl.  in  country  Tier 2 Generalists HRBP administration) FOCUS 1  FOCUS 2  Reduce  Remove HR Direct Helpdesk (incl.  in  country  Tier 2 Generalists HRBP administration) Rehome  The Journey To Value 11
  12. 12. Focus Area 1: Offshoring to Captive Centre in India  FOCUS 1  Reduce  Remove HR Direct Helpdesk Rehome • English language• Not time zone sensitive• One & Done • Handled via email• Provides cost per transaction/or time saving• 5 processes successfully transitioned, 17 in process The Journey To Value  12
  13. 13. Focus Area 2: Enhancing Management Advisory Capability  FOCUS 2  HR Direct Helpdesk Tier 2 Generalists • Go further prior to Escalation & reduce escalations • Cohort of selected team members  • Fast track Career Path  • Provide development, engagement, retention • Close contact with Tier 2,  – build trust , ensure capability , reduce risk , ensure information share The Journey To Value 13
  14. 14. HR career progression in Shared Services Environment Management  Advisory Programme The Journey To Value 14
  15. 15. Focus Area 2: Increased Intake of ER into HR Helpdesk & Reduced EscalationsThe Journey To Value 15
  16. 16. HR Helpdesk 3.0The Journey To Value 16
  17. 17. Next Steps • Technology  – Infrastructure Enhancement  ‐ CRM etc  – Enhanced HRIS system – improve HRSS & MSS  – Employee Portal – Tier 0 Enhancement • Reduce, Remove, Rehome – Address increasing volumes  – Continuous improvement ethos – Widen offshoring criteria• Capability – Move Tier 1/Tier 2 boundary in more countries The Journey To Value 17
  18. 18. HR Helpdesk 6.0The Journey To Value 18
  19. 19. Evolving Contact Centre Landscape• Working from home• Investment in forecasting• Addressing Multi‐ channel contact  and social media• Cloud technology to underpin  operations • Reducing avoidable contact  to  reduce costsThe Journey To Value 19
  20. 20. Evolving HR Shared Service Centre Landscape• Focus on Tier 0• Drive to decrease volume and  increase value add • Customer segmentation • Global HR models• Co‐location or virtual co‐location   service centres • Specialization to create efficiencyThe Journey To Value 20
  21. 21. Evolving Symantec Landscape• Increasing client complexity• Vendor technology  = multiple  vendor apps• Increased vendor interactions • Rapid evolution in SYMC   products • Continuing M&A activity• Increased employee  representation vehicles with  increasing populationsThe Journey To Value 21
  22. 22. Evolving Roles The Journey To Value 22
  23. 23. Thank you! Helen Dickens Copyright © 2010 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in  the U.S. and other countries. Other names may be trademarks of their respective owners. This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied,  are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.The Journey To Value 23
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