New Hire Nightmares – They Accepted Our Offer, Now What?


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ERE Webinar from 3/21/12, presented by Gina Cleo Bloome.

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New Hire Nightmares – They Accepted Our Offer, Now What?

  1. 1. * What I have learned about process, policies and performance Gina Cleo Bloome 2012
  2. 2. 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.
  3. 3. § 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?
  4. 4. § 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    
  5. 5. §  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  
  6. 6. §  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?
  7. 7. § 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  
  8. 8. •  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?
  9. 9. §  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  
  10. 10. – 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?
  11. 11. §  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