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The Unexpected Challenges to Change           Management             Shared Services and Outsourcing Week                 ...
Helen BinghamHead of HR Shared Services
Home Retail GroupAbout us:• We are the UK’s leading home and general merchandise retailer,  bringing together some of the ...
The Vision              To have high quality, efficient and              service focussed provision of core              H...
HR Alignment to the Business               Alignment                  with             HR                business         ...
HR Service Delivery                                               HR Data                                                 ...
Consolidating the Change              Don’t loose sight the basics              Agility              Partnerships      ...
High Performing Shared Services                                          Process                    People                ...
The People Challenge    • High staff turnover                       • Focus on customer service    • Disengaged colleagues...
The Process Challenge    • Poorly designed processes                     • Clear accountabilities    • Inconsistency      ...
The Technology Challenge• Non-integrated technology                  • Fully integrated system• Data duplication          ...
Transformation Continues…           New business strategies                    Adapting to business performance           ...
Agility is Key              In an agile model, HR lets the              demand for its services dictate how              t...
How to Achieve Better Partnerships                    • Improve understanding and partnering within                      S...
Effective Shared Services Stakeholder                           Partnerships                    •Understand               ...
The Value of Peer Engagement                    Organisation               Manager                     41% key            ...
Team Collaboration              Clear group and team expectations              Build knowledge              Create oppo...
Career Paths in Shared Services                                                            HR                             ...
Conclusion              Clarity     Planning                Communication                     Nothing is perfect therefore...
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The Unexpected Challenges to Change Management

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Transcript of "The Unexpected Challenges to Change Management"

  1. 1. The Unexpected Challenges to Change Management Shared Services and Outsourcing Week May 2012
  2. 2. Helen BinghamHead of HR Shared Services
  3. 3. Home Retail GroupAbout us:• We are the UK’s leading home and general merchandise retailer, bringing together some of the UK’s most recognisable retail brands• Home Retail Group’s businesses bring unrivalled convenience and value to customers’ everyday lives, whether shopping at home or on the move 60,000 products 53,000 colleagues 1,092 stores £6bn salesHome Retail Group The Unexpected Challenges to Change Management 3
  4. 4. The Vision To have high quality, efficient and service focussed provision of core HR Services, to enable more time and resource to focus on higher value support to the businessHome Retail Group The Unexpected Challenges to Change Management 4
  5. 5. HR Alignment to the Business Alignment with HR business Business PartneringCost effective Design, service policy, best delivery practice HR Centres Shared of Services Expertise Home Retail Group The Unexpected Challenges to Change Management 5
  6. 6. HR Service Delivery HR Data Training Payroll Processes Integrated HR and Payroll System Employee Resourcing Processes Benefit Employee Processes RelationsHome Retail Group The Unexpected Challenges to Change Management 6
  7. 7. Consolidating the Change Don’t loose sight the basics Agility Partnerships Peers CareersHome Retail Group The Unexpected Challenges to Change Management 7
  8. 8. High Performing Shared Services Process People Technology High Performing Shared ServicesHome Retail Group The Unexpected Challenges to Change Management 8
  9. 9. The People Challenge • High staff turnover • Focus on customer service • Disengaged colleagues • Increased expertise • Skill gaps • Excellent process execution = = Negative impact on Increased customer service & performance increased costsHome Retail Group The Unexpected Challenges to Change Management 9
  10. 10. The Process Challenge • Poorly designed processes • Clear accountabilities • Inconsistency • Defined activities per tier • Duplication • Clear escalation boundaries = = Inefficiencies & Increased increased costs service levelsHome Retail Group The Unexpected Challenges to Change Management 10
  11. 11. The Technology Challenge• Non-integrated technology • Fully integrated system• Data duplication • Synchronised, real time data• Inaccurate data • Data at pace = = Inaccurate information and Quality information to assist low levels of confidence from business decision making the businessHome Retail Group The Unexpected Challenges to Change Management 11
  12. 12. Transformation Continues… New business strategies Adapting to business performance Continuous improvement Seek efficiencies Build expertise LegislationHome Retail Group The Unexpected Challenges to Change Management 12
  13. 13. Agility is Key In an agile model, HR lets the demand for its services dictate how they develop solutions and deploy resourcesHome Retail Group The Unexpected Challenges to Change Management 13
  14. 14. How to Achieve Better Partnerships • Improve understanding and partnering within Shared Services First • Improve understanding and partnering across the HR model e.g. C of E, Business Based HRThen • Improve key functional relationships e.g. Finance, I.S., Retail OperationsNextHome Retail Group The Unexpected Challenges to Change Management 14
  15. 15. Effective Shared Services Stakeholder Partnerships •Understand •Translate business business strategies strategy into HR strategy Translate Work closely into with the operational business to and tactical understand solutions Flex as the Collaborate business with changes - stakeholders agility •Adapt •Obtain buy in strategy as from the business business changesHome Retail Group The Unexpected Challenges to Change Management 15
  16. 16. The Value of Peer Engagement Organisation Manager 41% key 23% key driver of driver of engagement engagement Peers 36% key driver of engagementHome Retail Group The Unexpected Challenges to Change Management 16
  17. 17. Team Collaboration Clear group and team expectations Build knowledge Create opportunitiesHome Retail Group The Unexpected Challenges to Change Management 17
  18. 18. Career Paths in Shared Services HR Knowledge Customer Service Process ExecutionHome Retail Group The Unexpected Challenges to Change Management 18
  19. 19. Conclusion Clarity Planning Communication Nothing is perfect therefore everything is ready for changeHome Retail Group The Unexpected Challenges to Change Management 19
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