New Hire Nightmares – They Accepted Our Offer, Now What?
* What I have learned about process, policies and performance Gina Cleo Bloome 2012
For our purpose: is defined as the back office process startingwhen candidates accept an offer….to the point that new hiresshow up, log in, complete required orientation training, sign upfor benefits and receive their first paycheck. is defined as the more culturally driven,corporate introduction/training program (i.e. benefits review, emailtraining) and may extend to a 30/90/180 day engagement with thatnew hire.
§ Organizational influence to Onboarding?• Roles involved in Onboarding?• Mandates which impact Onboarding?• Data Capture systems used in Onboarding? • Does everything make sense? • What gets in the way? • How do we change?
§ Rule #1 § Include the people who actually do the work not just the people who run the department. § Rule #2 § Look at everything at the transac>onal level § Who, how, what, when and most importantly – WHY? § Rule #3 § Don’t take it personally § Many people are emo>onally invested in processes § Rule #4 § Everyone can’t drive the process
§ Mission § What does Onboarding mean in your company? § What does the company want Onboarding to accomplish? § What does the company want the New Hire Experience to be? § Process § What components must be included legally, culturally, technically… § Ownership of components? § Accountability § What is the level of C-‐ and Execu>ve level of commitment / support? § Who is accountable for the en#re workﬂow? § Resources § Staﬀ § Logis>cs § Technology § Communica>ons
§ Who are the decision makers in the Onboarding process?§ Who are the people who actually touch the Onboarding Process? § Candidate, recruiter, admins, hiring manager, trainers, comp, generalist, IT, payroll, facilities, corporate communications, executives § What is their core role v their specific role/task in the process? § Where are they physically located? § Who do they report to? What Function/Department? § Do they have access to and competence to use all of the technology required? Does everyone know their role in the process? § Do they know all the other roles?§ Why are they touching the process? § Are there overlaps? § Are they the right level to do that task? § What are they good at, as opposed to what are they doing?
§ What is pre-‐deﬁned? – Internal policies – Paperwork – Industry speciﬁc regula>ons – Func>on/role speciﬁc requirements – IT security – Training – Background Inves>ga>ons – Loca>on § Candidate v Orienta>on v Workspace – Technology § Security, hardware, support § Cross system integra>ons (i.e. ATS to HRIS to Payroll to LDS) – Resources § Budget, skills, bandwidth
• What data are they trying to manage? • Candidate History and Personal Data • Comp & Benefits • Training & Development Plans • Security Access • What is done with that information? – Who does the data entry at each point or the process? – What do they need to do with it? – Who do they give it to? – Are they getting all the info they need to do their part of the job?Are there any plans to change the system in the next 12months?
§ What Data Capture systems interface to complete the Onboarding process? – HRIS – SAP , Peopleso`, ADP , Ul>pro – Employment applica>on, pre-‐hire assessment and background inves>ga>on so`ware? – Learning Development / Performance Management Systems – Procurement – IT Security Admin – Company website/ internal website § Are they conﬁgured eﬀec>vely or do they confound the unini>ated user? § Do they require hours of training or a high degree of familiarity? § Will all users need to use it with the same frequency? § How is informa>on collected ? – Are data capture systems integrated? – Paper forms, sneaker-‐net, faxes, email, manual data input, electronic uploads, third party scanning
– Change Management – What do you need/want to change? – Who has authority to set policy, technology, budget? – How are changes recommended and approved? – What is the impact of those changes? – How are changes communicated? – What is cultural reaction to change? – Is there a clear map of the workflow so that troubleshooting can ID the source of the problem quickly?
§ ASK § Create a way to survey your partners and new hires § Onboarding Inbox § Survey monkey at various points in the cycle§ TRACK § Create a spreadsheet § Complaint or compliment § Policy, Process or Performance issue § Resolution§ COMMUNICATE § Be Responsive! § Tell people what you have done to resolve things