浅谈人力资源共享服务中心About HR Shared Service Center.docx

PAGE \* MERGEFORMAT 1 浅谈人力资源共享服务中心About HR Shared Service Center HR SSC is a new service delivery model 人力资源共享服务中心是一种新的服务交付模式 The whole process includes HR SSC Service delivery and performance measurement (quantity and quality of delivery), and corrective actions and taking decisions coming from data analysis. 整个过程包括HR SSC服务交付, 绩效(服务递交的数量和质量),纠正措施和根据数据分析后决定要采取的行动方案等。 Centralizing inefficiency is a recipe for one step forward, three back. Focused on handling high-volume, routine, standardized transactions efficiently and theyre finding that the non-routine exceptions are gobbling up those savings and more. 把效率低下的业务集中是解决向前一步，退回三步的一剂良方。专注于高效率地处理大容量、常规、标准规范处理，才能去慢慢发现哪些非常规期望是花费资源的 Current HR AS IS 人力资源共享服务中心现状 Focused on scale economies and consolidation 集中在规模经济和整合 Cut costs to save money (rather than improve processes to remove waste/cost) 降低成本节省的钱(而不是改善流程,以消除浪费/成本) Driven by performance targets (SLAs) 由性能目标来驱动（服务水准） Mechanical, scripted, focused on routine, high volume 机械作业或者手工作业, 照本宣科, 集中在常规的，高数量的 *HR SSC Tiers 共享服务中心的层* Technology or Tier 0 - Fantastic Usability; Too many times we race to create a webpage or application without taking usability into consideration. Fact is that unless we make our technology usable and integrated, people will not use it...as examples of good usability is that NO TRAINING should be required. 技术层 – 0级 --神奇的可用性, 很多时候我们竞赛般地建立一个网页或应用程序，却没有对可用性做充分考虑。事实是, 除非我们让我们的技术可以被应用和集成, 否则人们将不会使用它们。举个例子, 好的可用性是不应该有培训被要求的。* Front Office or Contact Center; Resolution on the first call with high customer satisfaction. Its not just enough to respond to the question but it is important to do it in the right way. 前端办公或呼叫中心：有着高客户满意度的初次服务的解决方案，不仅仅是应对问题，重要的是要以正确的方式做事情。* Back Office or Operations; Data Integrity on a timely basis with customer satisfaction. There is a little trickier. Not everything needs to be done in 24 hours (it can but it will cost money). So it will be a matter of creating a balance of KPIs to ensure that the teams are prioritizin