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Case Studies with KPMG

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ServiceNow partner, KPMG, discusses HR transformation and the future of work.

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Case Studies with KPMG

  1. 1. Consumer Products Case Study kpmg.com
  2. 2. 2© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Experts Ricky Thanudape Enabling Technology Lead People & Change Manager, Management Consulting KPMG LLP e-mail: rthanudape@kpmg.com John Magliocca Telephony Lead People & Change Manager, Management Consulting KPMG LLP e-mail: jmagliocca@kpmg.com
  3. 3. 3© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 A 100 Year Old Fortune 500 Company’s Success Story KPMG US Historied Consumer Brand A leading Fortune 500 Consumer Products Company engaged KPMG to assist them in a total HR Transformation, which included an HR Shared Services build, Operating Model Redesign, and Enabling Technologies and HCM implementations. $5 + Billion Global revenues (USD) 119 Years Old Company ~ 50 U.S & Canadian Brands 0ver 8k + Employees Leading Consumer Products Company $6.9B U.S. revenues 1,700 HCLS professionals 90 Offices 50 states operational 25,000 People $2.4B U.S. Advisory revenues
  4. 4. 4© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 A Brief History HR Transformation Journey Strategic Assessment & Future State Operating Model Define the high-level future state HR operating model and the corresponding HR organization 2014 2015 2015 2015 Optimization & Documentation Address short-term optimization opportunities needed to support the integration (e.g., staffing processes and organization) Technology Assessment & Selection Define a strategy and roadmap for a consolidated Human Capital Management technology and assess options PHASE 0 – Implementation Plan Develops implementation plan for process harmonization, service center build, technology alignment PHASE 1 – Detailed Design Establish the architecture for the future state organization and processes (in and out of Workday) PHASE 1 – Configure and Prototype Translates business blueprint into technology & implementation solutions; prepares the organization for change PHASE 1 – Test Conduct system, UAT, parallel, and end-to- end testing to assure readiness for deployment PHASE 1 – Deploy Delivers a new organization and harmonized processes including an operational service center and enabled by technology 2017 Merger and Acquisition Assess impact of merger and acquisition and build a case for a complete HR Transformation
  5. 5. 5© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 HR Transformation Model Governance/Controls Layer Identifies the specific controls that are in place to mitigate risk of processing, financial and operational errors to help mitigate operational and financial risks and exposure, and governance to manage data, processes and reports. People Layer Describes how the people are organized, including lines of reporting and spans of control. Outlines skills, roles, responsibilities and support activities for each process area. Thorough Process Layer Outlines how specific process steps like record or requisition link to functions or departments that perform each step and accompanying policies/procedures to be followed when performing the process steps. Supporting Technology Layer The applications that are used to enable the processes, policy compliance, internal controls, and generation of reports. Service Levels, Data and Reporting Layer Includes information requirements to drive key business insight and optimized decision making, which enables key financial reporting needs, management reporting needs, and analytics. Customer surveys information drives customer service quality Service Delivery Model Layer Describes how services are delivered. Includes Shared Service Center, Centers of Excellence, specialists (global process owners), and outsourcing providers. BusinessStrategyAlignment KPMG’s expertise and experience within the HR Transformation space allowed us to assist in all facets of the transformation. Vanguard consulting practices Advancing Service Breadth or Depth Neutral Diminishing Service Breadth or Depth HighLowDepthofConsultingCapabilities HighLow Breadth of Consulting Capabilities Source: HR Transformation Consulting, Kennedy Consulting Research & Advisory Mercer Aon Hewitt Deloitte KPMG PwCEY The RBL Group Buck Consultants at Xerox IBM Accenture The Hackett Group The Boston Consulting Group McKinsey & Company Bain & Company Capgemini A.T. Kearney Glass Bead Consulting NGA Human Resources PA Consulting Scott Madden Management Consultants Sibson Consulting KnowledgeSource Stan McKnight & Associates OneSource Virtual KPMG was named a vanguard leader in HRT
  6. 6. 6© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Key HR Challenges Faced — Current HR Organization operating model did not sufficiently support the future state enterprise — Turnaround time SLAs for solving problems were non-existent — Keyword search did not properly provide the correct information — Lack of data security compliance and misaligned system access rights — Uncertainty on who to contact for help with HR problems — Employee were placed on hold for long periods while information search is conducted — Calls were transferred multiple times to find the right expert/specialist — Difficulty finding information via the web self-service system — Enterprise Portal system often did not provide the required information — Issue resolution was not timely — Status of issue resolution was not readily available to the employee (Unnecessary follow-up call is generated) — Employee communication was not consistent throughout the enterprise — Inconsistent service was provided across regions or different facilities — Primary HR or 3rd party specialist was often not available to solve complicated or critical problems — Supporting documentation didn’t exist or may not have been current — 1st call/contact resolution was seldom met Employee Human Resources Current State The client did not have an existing HR Shared Services Center, which led to a disaggregated approach to HR services. Below are some common problems faced in the client’s current state.
  7. 7. 7© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Goals of the HR Transformation — Improve the customer experience for managers and employees — Increased alignment to support key business initiatives — More focused technical knowledge to design programs and tools — Data-driven organizational insights and analytics — Increased governance, compliance, controls and risk mitigation — Thorough process and technology optimization — Accelerated ability to lead and facilitate organizational change — Lower operating costs via flexible, scalable, & sustainable services — Support business growth and objectives across the organization  A common goal of HR is to increase the value HR brings to the business via more responsive and consistent service, efficient processes, and enhanced business outcomes.
  8. 8. Enabling Technologies and ServiceNow HRSM
  9. 9. 9© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 KPMG, ServiceNow and HR Enabling Technologies One of the most overlooked aspects of HR lies in Enabling Technologies. Enabling Technologies provides the backbone of the HR Contact Center and employee HR experience. Enabling Technologies centers around 4 key pillars: ServiceNow and KPMG can provide customized enabling technology solutions to an ever changing and complex HR Contact Center Environment. Through years of experience, KPMG’s Service Management & Integration and People & Change Practices have advanced a holistic view to HR Enabling Technologies. Case Management Knowledge Management HR Portal Telephony
  10. 10. 10© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 ServiceNow HR Service Management Solution The ServiceNow® HR Service Management platform provides solutions to many of the key HR Enabling Technology pillars. This unique solution links the HR Portal, Case, and Knowledge Management into a seamless user experience, while also allowing integrations to all major telephony and Human Capital Management (HCM) platforms. TelephonyKnowledge management — Ability to create multiple knowledge bases — Flexibility to provide access to different audiences for knowledge articles — Configurable approval and retirement workflow — Capability to provide feedback or ratings on knowledge articles — Easy access through HR Service Portal HR portal — Easy to configure HR Service Portal — Integrates the case and knowledge management — Accessible on all devices i.e., mobile and tablets — Supports multiple languages — Supports chat functionality — Content can configured based on location  Integrates with all major telephony provider software  Ability to provide robust reporting in conjunction with telephony  Enables Screen Pops of caller information  Comprehensive dashboards enable administration and supervision from a single centralized workstation Case management — Comprehensive case management solution based on years of service management experience — Configurable automated workflows — Personalized customer satisfaction surveys — Detailed SLA tracking — Flexible report and dashboard creation — PDF Document Generation Integrations with key HCM platforms i.e. Workday, Peoplesoft, and SAP
  11. 11. 11© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 KPMG & Consumer Product Company’s HR Enabling Technology Journey KPMG worked with the client on each stage of their HR Enabling Technology Journey. We were able to provide key insights, as well as, guide them through the process. Strategy Design Implementation — Deliver executive presentations on strategic use of an HR Shared Services model — Share automation market knowledge and conduct current state assessment — Develop business case and feasibility of HR Enabling Technologies 3 Vendor Assessment 4 — Deliver executive presentations on vendor landscape — Develop vendor selection and scoring criteria based on desired capabilities — Assist in vendor scoring and evaluation — Identify transformation opportunities — Assist in conducting workshop with short-listed vendors — Develop detailed use cases — Develop a preliminary solution concept and architecture — Provide key considerations — Develop a detailed journey map — Developed interrelationships with all aspects of Enabling Technologies — Developed approval workflow — Assisted in key configurations — Collaborated with ServiceNow on the implementation and solutions — Defined the boundaries for solution acceptance — Led user acceptance testing — Operationalized metrics and reporting — Defined cutover activities and Go-Live considerations — Execute governance model and change management strategy 1 2 Change Management, Governance, Risk Management
  12. 12. 12© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Enterprise Portal Employee Communication Channels HR Portal Telephony (Avaya) Email (Limited)* Knowledge management Case Management HR Technology Systems Architecture The HR Technology Systems Architecture comprises various systems, but was considered holistically when designing considering the interaction model. Single Sign-On (SSO) enabled on all HR technology platforms Links to the HR Portal and HR Knowledge Base
  13. 13. 13© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Overall Design – Case & Knowledge Management KPMG provided key best practices and supplied an overall case management design for the Consumer Products company to configure and adjust based on their specific needs. KPMG’s knowledge of the ServiceNow platform allowed us to design processes and functionality that holistically accounted for their entire technology landscape. Implementation Approach & Timeline Design Workshop Materials Overall Design Presentation Knowledge Management Design KPMG provided best practices in all facets of the Case and Knowledge Management system including: - Case & Knowledge Categorizations - Auto Routing - Executive Cases - Notifications - Templates - SLA’s - Reports - Dashboards - Security - Customer Satisfaction Survey - Integrations - Knowledge Workflow - Knowledge Form Design - KB Document Restrictions - Knowledge Review Process
  14. 14. 14© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Overall Design – Portal and Telephony Contact Channels 1 2 3 4 Inbound call Progressive Outbound call email Mobile/SMS Contact Center ACD Software Management & Administration For the entire HR operation can be handled from 1 or 2 positions at a central site Employee Self Service Portal Workforce Management Call recording software Tier 1 Skill set Tier 2 Expert Tier 3 Policy Expert Employee Calls HR Telephony Design Portal Design KPMG guided HR through key interactions with their employees. Providing and assisting in the overall Telephony design, as well as, mapping out key interactions utilized In the development of the HR Portal. KPMG ensured that a holistic approach was taken to ensure a unified employee experience among all HR technologies.
  15. 15. 15© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Overall Implementation Timeline KPMG ensured coordination of the implementation of enabling technologies within the overall HR Transformation picture. Considerations around vendor availability for both the Service Management side as well as the Telephony platform was also key. Additional challenges were felt around the client’s resource capacity. Ensuring key decision makers’ availability was critical to an on-time and successful implementation. * Overall, the implementation time for Case, Knowledge, and Portal lasted approximately 9-10 weeks. However, significant predesign work was enabled and led by KPMG. These predesign sessions were significant accelerators that enabled an on time implementation. Case, Knowledge, Portal Implementation ~ 9-10 weeks *
  16. 16. 16© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Case Management – Functionality and Features The developed Case Management solution utilizes ServiceNow’s flexible platform to increase accountability and to provide efficient routing of cases, which in turn will reduce resolution times and increase employee satisfaction. The solution leverages both out of the box features, as well as, key configurations that are specific to the client’s need. Auto Routing Cases01 Utilize automation to direct cases to the right resource Case & Email Templates02 Reduces time spent by agents to create cases Customer Satisfaction Survey03 Provide key metrics on Service Center Performance Customer Satisfaction Survey was setup to track the performance of the newly developed HR Shared Service Center Initial Service Level Agreements were applied within the system to provide guidance on case resolution times and to highlight areas of inefficiencies. Further adjustments will be made after the initial baseline period. Key configurations around auto routing of specific plant cases, as well as, Executive cases were key to ensure that the right resources could resolve the cases Service Level Agreements04 Ensure standard case resolution times Case and Email templates were utilized to provide Tier 1 agents with expedited forms that standardize key components of the case form, as well as, saving time in the population process
  17. 17. 17© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Knowledge Management - Functionality and Features Knowledge Management is key in increasing the deflection of cases as well as providing employees with real time information that is accessible 24/7. The Knowledge Management solution was configured to provide the right data to the right people. Client considerations around: - Hourly and Salaried Population - Location Specifications - HR internal articles All impacted the overall design and usability of the platform. KPMG guided the client through all these requirements. Automated Approval Example Key Features Meta Data utilized to enhance the employee experience and allow them to find articles more quickly Automated approval workflow to ensure that all articles posted are reviewed and adhere to standard guidelines Feedback capabilities for employees to comment on specific knowledge articles Location restrictions for certain knowledge articles to ensure that employees only see what’s impactful to them Use of Ratings to provide guidance as to the efficacy of a Knowledge Article
  18. 18. 18© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 HR Portal - Functionality and Features Case Integration Portal on Mobile Knowledge Integration Telephony Out of the box knowledge integration allows employees direct access to knowledge articles and was designed to be accessed through multiple areas within the portal. Access to the self branded HR Shared Services toll free number is featured prominently within the portal to encourage the new HR Shared Services Center. KPMG guided the client through an integrated approach that empowers the employees to create cases and check the status of cases via the portal. ServiceNow’s easily configurable platform provides employees with direct access to the portal via mobile devices and is key to a multichannel approach for the HR Shared Services Center.
  19. 19. 19© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Telephony - Functionality and Features Quality Monitoring Call Routing Contact Center Recorded MessagesDashboards & Reporting
  20. 20. 20© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Integrations KPMG assisted the client with the design and validation of the Workday integration. The Workday integration utilizes a web service to synchronize employee profile information in the ServiceNow HRSM application with the client’s existing Workday solution. The data taken from Workday is contained in the Worker object. Key fields utilized for this integration  Employee information, such as user name, first and last name, and email addresses  Location  Department  Pay Rate Type  Management Level
  21. 21. 21© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 User Acceptance Testing KPMG supported extensive testing on all of the client’s Enabling Technologies. KPMG led the testing effort in conjunction with the client and all defects were supported by the ServiceNow team. KPMG provided user acceptance test scripts, which covered all areas of Enabling Technology (Case, Knowledge, Portal, and Telephony). The test scripts were all written based on the functionality and configuration of that specific client’s needs Each test was entered into the client’s ALM system and all defects were logged and tracked in the system. KPMG also detailed an extensive Traceability matrix to ensure that all requirements/stories documented by the client was tested and approved. This also allowed for reporting on which requirements caused defects.
  22. 22. 22© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Training and Documentation KPMG assisted in the development of a comprehensive training program prior to Go-Live. The structured training covered basic and advanced training for Tier 1, 2, and 3 resources on all facets of Enabling Technology such as Case, Knowledge, Portal, and Telephony. The training was tailored around the configurations and functionality of the client’s systems as well as the composition and structure of the client’s future state organization. Additionally, KPMG assisted in the development of key desktop procedures. The desktop procedures provided the client step-by- step processes that will be leveraged in training and assisting new agents.
  23. 23. 23© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 HR Enabling Technology Solution - Benefits Knowledge Management TelephonyCase Management - Increased direct access to HR information throughout the enterprise - Automated review and approval process for all documentation - Improved agent access to approved HR solutions - Searchable repository of information to increase case deflection - Key communication mechanism to engage the employee population on HR issues and topics - 24/7 access to information through multiple devices - User friendly interface that encourages direct access/self service - Links and direct access to other HR technology platforms i.e. HCM system - Consistent systems architecture with the Case and Knowledge system. - Structured and accurate routing to the right HR resources - Visibility into call volume and metrics - Efficient and automated routing on key cases - Structured system that provided key volumes and metrics not previously available - Security that protected PII and other confidential information - Auditability of HR resolutions and communications to employees HR Portal
  24. 24. 24© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 Lessons Learned Timing and Sequencing • 1 week analysis in between Sprints allowed the client to understand the configurations and make key decisions • Schedule key milestones well in advance to prevent resource constraints • Ensure that the Enabling Technology timeline is incorporated into the larger project plan Communication • Communicate frequently with other aspects of the HR Transformation as there will be many impacts felt • Ensure requirements freeze is clearly communicated out • Change Management is critical to increasing user adoption and demystifying the new technology platforms. Resourcing • Designate 1 platform decision maker • Comprehensive training is important to increase user uptake and to ensure utilization of all features • Encourage Training Developers to participate in User Acceptance testing • Involve the future state Enabling Technology administrator early on (Reduces Knowledge Transfer) Overall • Don’t over engineer the solution! • Involve key HR stakeholders early on because they will be the end users • Make a concerted effort to gather a comprehensive inventory and rationalize all KB articles before they are loaded in • If possible, gather feedback from a focus group for employee facing technology such as the HR portal • Best practices design allowed the client to react to what they wanted rather than come up with requirements without context The overall HR Transformation and the Enabling Technology implementation has led to many lessons learned and key takeaways.
  25. 25. 25© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 615179 For More Information, Please Contact Us Robin Rasmussen People & Change Principal, Management Consulting KPMG LLP e-mail: rlrasmussen@kpmg.com Mitch Kenfield CIO Advisory Principal, Management Consulting KPMG, LLP e-mail: mkenfield@kpmg.com
  26. 26. Save the Date!
  27. 27. February 20-22, 2017 Arizona Biltmore, Phoenix, AZ For details and to register: 3 keynotes 24 breakout sessions 200+ attendees www.kpmg.com/us/hrforum Sponsors: KPMG HR Executive Forum Delivering in today’s new world of work • Technology & Innovation • Operations & Optimization • Culture & Engagement

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