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Products & Services

Benchmarking HR Service Center Processes

ID: PHR-207


Features:

10 Info Graphics

41 Data Graphics

226 Metrics


Pages: 65


Published: Pre-2013


Delivery Format: Shipped


 

License Options:

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.

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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • STUDY SNAPSHOT
  • KEY FINDINGS
  • VIEW TOC AND LIST OF EXHIBITS
Large employee populations create a challenging and complex scope of work for Human Resources organizations. Leading companies increasingly use shared services and outsourcing to provide mission-critical HR processes. But HR organizations must achieve optimal resourcing and staffing to effectively administer, coordinate and track these processes. Based on an in-depth survey of Human Resources executives at 19 companies, this research sought to identify top-down and bottom-up benchmarks for efficiency and productivity HR services. The 65-slide presentation captures staffing, structure, cost and productivity metrics for 10 critical HR Service Center processes at large companies.

Processes benchmarked in this report include records maintenance, large-scale data updates, management of HR system tables, data audits, management of employee termination & employment verification, adjustment of employment service dates, and escalated customer service support.

This report is the result of client-driven primary research to determine how leading companies effectively manage HR Service Center operations.


Industries Profiled:
Electronics; Telecommunications; Financial Services; High Tech; Defense; Service; Technology; Professional Services; Aerospace; Banking; Pharmaceutical; Biotech


Companies Profiled:
Arrow Electronics; Motorola; Mellon; Lucent Technologies; Lockheed Martin; Infosys; First Data Corporation; Convergys; Boeing; Janssen; Bell South; Inc.


Study Snapshot

Benchmarking HR Service Center Processes (PHR-207) provides performance ratios and metrics across many critical HR processes to capture the best practices and key insights for leading HR service centers. Research includes overall ratios of HR Service Center Staff to employees served; outsourcing frequency of specific HR processes; ratios of HR staff for specific processes to employees served; productivity analysis of specific HR processes; volume of process activity work benchmarks; cycle times for HR processes; quality and rework for HR processes; internal customer satisfaction with HR process services.

Key Findings

1. Processes with the largest gap between the benchmark and high performers were employee termination management, award program management and employment verification.
2. Companies that are above the benchmark average across all processes are frequently high performer in each individual process -- this indicates that top performers tend to leverage best practices across all of HR.

3. Outsourcing is a major driver of productivity improvement. However, companies who wish to leverage outsourcing in HR Administration need to be cautious of how and where they implement it. Some companies with internal processes far outperformed those with outsourced processes.

Table of Contents

Introduction
Key Findings & Metrics
About the Benchmark Class
HR Service Center Profiles
Personnel Resources
Process Productivity
Efficiency and Quality of Work
Key Learnings