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SAP Innovation Summer Camp
Come with a Curiosity – Leave with a Plan
July 12 - 13, 2012 | SAP Americas HQ
www.sap.com/sapsummercamp
Good Chemistry: A formula for making the most of your HR resources
Best practices from Air Products and SAP
Debra Freas & Sherryanne Meyer, Air Products
Carrie Lande, SAP
July, 2012
Agenda Intro
Background - Air Products and SAP HR
Global Business Support Services
Lessons Learned
HR Services and Tools
Challenges & Benefits
Q&A
© 2012 SAP AG. All rights reserved. 5
Introduction
Deb Freas, Air Products - Supervisor of the North America HR Services Center
Sherryanne Meyer, Air Products - Manager, IT HR Applications Solutions and
Delivery
Carrie Lande, SAP – Solution Owner for SAP Shared Service Framework, HR
Agenda Intro
Background - Air Products
Global Business Support Services
Lessons Learned
HR Services and Tools
Challenges & Benefits
Q&A
© 2012 SAP AG. All rights reserved. 7
Who is Air Products?
A leader in world markets for seven decades
40 countries
18,900 employees
A Fortune 500 Company
Innovative
Responsible
Supplier of gases, chemicals, performance materials, equipment and
services
© 2012 SAP AG. All rights reserved. 9
SAP HR: 27 Countries executing global processes
9
UK
United States
Canada
Malaysia
Indonesia
Singapore
China Israel
Poland
Egypt
Brazil
India
Portugal,
Spain
France Germany
Ireland
Italy
Belgium Netherlands
Czech Republic, Slovakia
Hong Kong Korea
Japan Taiwan
18,900 Employee Users 20,100 Learners 800 Budget Manager Chiefs
415 Non-Budget-Manager Chiefs
75 Power Users 50 LSO Power Users 12 Supported Languages
Bahrain
© 2012 SAP AG. All rights reserved. 10
System 13 Countries Expanded
Europe Entered Asia Latin America
Power Users
N. America Centralized;
Europe - Localized
Consolidated Europe
Asia Localized Global Shared
Services
Self Service
ESS – EU and America
MSS LSO ESS - Asia
IT In-House = 14 In-House = 20 In-House 17 In-House 4;
Outsourced 12
Air Products Human Capital Management: The Evolution
2001 2003 2005 2007 2009-12
© 2012 SAP AG. All rights reserved. 11
Single SAP HR Instance
Global Processes
Integrated Data
One Company
SAP HR: The System of Record for HR and Payroll
Processes
Other Payroll Providers
outside U.S.
11
Appraisals RWH / HRP
Workflow and Self Services (MSS & ESS)
Org & Position
Mgmt Personnel
Admin
Payroll
Structural Security
Learning Management
Benefits
Comp Budgeting &
Planning
Recruiting: Kenexa
Brass Ring
ECC6.0 EhP5, Portal 6.0, Netweaver 7.2,
Integrated ITS, Content Manager for LSO, BW
for Headcount and Comp Analytics
© 2012 SAP AG. All rights reserved. 15
Integrating with other systems to support business
processes
Employee
Master
Data
System
Tables
•Time
•Travel
•FI Posting
System
Tables Configuration
Data
Agent
Information
Vendors,
Approvals
© 2012 SAP AG. All rights reserved. 16
Adapting and innovating to business needs
16
On Premise
On Demand
On Device
Agenda Intro
Background - Air Products
Global Business Support Services
Lessons Learned
HR Services and Tools
Challenges & Benefits
Q&A
© 2012 SAP AG. All rights reserved. 18
One company - consistent work processes
Global Business Support Services established March 2009
Transaction and support activities for HR Services
Requisition to Pay & Supply Chain Services
Customer Service
Customer Support – billing order management and delivery scheduling
1,051 employees 17% with less than one year service
>98% located in four regional centers
Cornella Spain
Kuala Lumpur, Malaysia
Shanghai, China
Trexlertown, PA, US
© 2012 SAP AG. All rights reserved. 19
Organization
FINANCE
Global Shared
Services
Enterprise Projects
Req to Pay Customer Support
Customer Service
HR and Payroll
Enablement and CI
Global IT
Cornella, Spain
Kuala Lumpur, Malaysia
Shanghai, China
Trexlertown, US
© 2012 SAP AG. All rights reserved. 20
Globalization
With localization as required
A common set of Global Processes
One global organization structure
One appraisal model
One compensation plan
One learning system
Global employee self service model
One Shared Services department
One single instance of HR, synchronizing with ERP
Localized Payroll Processes
© 2012 SAP AG. All rights reserved. 21
Processes guided by global leadership
With regional representation
Global Process Management Team (GPMT)
Supports and enforces a common direction
Prioritizes resources
HR-IT Steering Committee
Reviews all changes to processes and enhancements to
system
Assesses impact of process changes on system
Prioritizes resources across Global Business Support
Services, HR and IT
GPMT
GBSS
HR IT
Agenda Intro
Background
Global Business Support Services
Lessons Learned
HR Services and Tools
Challenges & Benefits
Q&A
© 2012 SAP AG. All rights reserved. 23
Key message
Have the guts to make the organizational,
process and structural changes.
Then, and only then, worry about the tools . . .
© 2012 SAP AG. All rights reserved. 24
Lessons learned
Top-down approach
Upper management must drive, support and
continually enforce the change
Encourage employees’ full support of
centralized services as the experts
Provide self-service tools
All team members engaged in the new
service delivery model
Common set of performance objectives
Focus on optimizing efficiency and effective
service delivery
Operate as a global team within the
global process
Audit for SOX compliance and consistent
management of data
English only is the best approach for
your Shared Services’ team
However - enable employees to have a
method of communicating with the Shared
Services team in their own language
Document business processes and
decisions
Use a common method of tracking
incidents globally
© 2012 SAP AG. All rights reserved. 25
Lessons learned (continued)
Provide opportunities internally for your employees
to shine
Develop subject matter experts
Have a continual learning plan in place
Provide growth & development opportunities for employees
Meet regularly as a team –
Regional shared services centers
Shared Services and IT
Shared Services, IT, and business process owners
Global functional work streams
Agree to and ensure teams understand SLAs
Between the Shared Service Team and customers
Between Shared Services and IT
Between your company and third party vendors
add AP logo
here
© 2012 SAP AG. All rights reserved. 26
Lessons learned – Where SAP can help
Top-down approach
Operate as a global team within the global
processes
Implement agreed-upon business processes
and decisions globally
Use a common method of tracking incidents
globally
Track and monitor SLAs
Agenda Intro
Background - Air Products
Global Business Support Services
Lessons Learned
HR Services and Tools
Challenges & Benefits
Q&A
© 2012 SAP AG. All rights reserved. 28
HR services at Air Products
Level One support for
HR Business process
SAP HR IT system through a
portal
© 2012 SAP AG. All rights reserved. 31
SAP Solutions relevant for Shared Services in HR
Add-on
Processes
SAP ERP HCM
Payroll Processing
E-Recruiting
Learning Solution
Employee File Mgmt by
OpenText
SAP Shared Service
Framework
Core Processes
Additional Engines
Employee Self-Service
Manager Self-Service
Processes and Forms
by Adobe
Shared Service
Framework
Business
Communication Mgmt
© 2012 SAP AG. All rights reserved. 32
Air Products’ HR Shared Services and SAP solutions relevant for shared
services
SAP Shared Service
Framework for HR
© 2012 SAP AG. All rights reserved. 33
Air Products support model
0
• Online Help
• Call Center
1
• Payroll Specialists
• Master Data Power Users
2 • Subject Matter Experts
3 • SAP Competency Center (IT – Applications Solution & Delivery)
4 • Other IT Teams (Basis, Operations, Connections, Portal)
© 2012 SAP AG. All rights reserved. 34
Remedy tools – HR tool is “Casetrack”
Both Casetrack and
Troubleticket interface with
Workforce data
Casetrack has secure
access controlled by Global
Business Support Services-
HR
Casetrack is built to enable
“Level 0” answers to HR
business processes
Casetrack escalation to the
HR SAP Competency
Center in IT – does not
enable transfer to Level 3
© 2012 SAP AG. All rights reserved. 35
Build Step 1
Interaction orchestration with Shared Service Framework Multi-channel approach to connect with customers, employees, suppliers, …
Employee ● Manager ● Customer ● Supplier
Tier 1 Generalists
Tier 2 Specialists
Tier 3
COE**
**COE = Center of Expertise
Interaction *
Tier 0 – 80%
Tier 1 - 10%
Tier 2– 8%
Tier 3 – 2%
*Reference: The Hackett Group
Service
Request/
Ticket
© 2012 SAP AG. All rights reserved. 36
The SAP Shared Service Framework
One integrated operating environment for Shared Services
The Shared Services
Center agent operates
entirely from one operating
environment – the SAP
Shared Service
Framework.
The SAP Shared Service
Framework provides the
means to support
communication with
employees / managers and
integrates with the
applications in the backend
systems of the corporate
landscape.
© 2012 SAP AG. All rights reserved. 37
Employee authentication - Example
Example:
A Service
Request needs to
be created for an
employee.
Autentication and
personal data is
automatically
transferred to the
SSC confirming
the employee,
minimizing the
time to complete
the transaction
while providing
security.
Agenda Intro
Background - Air Products
Global Business Support Services
Lessons Learned
HR Services and Tools
Challenges & Benefits
Q&A
© 2012 SAP AG. All rights reserved. 40
Organizational drivers for Shared Services Challenges
Cost Pressures Customer Satisfaction
Governance & Compliance
Globalization Service Delivery
Process Standardization Labor Mix Acquisitions
Harmonization
Operational Agility
Depth of Integration Geographical Scope
Automation
Process Quality
Data Accuracy
Policies & Procedures
Risk of Errors
© 2012 SAP AG. All rights reserved. 41
Overview of support provided
ESS, MSS, HCM Processes & Forms, Portal
Employee Self-Service
• Role-based access to work related information for employees worldwide
• Intuitive web-based navigation designed for “casual” users of system
• Delivered workflow enabled capabilities to automated HR transactions and approvals
• Flexible adaption of user interface via configuration and personalization
• Preconfigured software
• Rapid delivery in as few as 9-12 weeks
• Reasonable & transparent pricing
• Fixed baseline scope
• Faster time to value
• Available for SAP Portal and SharePoint options
Portal Lower TCO with
RDS
• Common access point for users
• Environment supports ESS, MSS and P&F
• Side panel provides context-sensitive information including links
• With SAP NW portal or 3rd-party portals
• Single access point for managers with personalized, role-based tools and views
• Decision support through direct access to reports and analytics
• Launch services on behalf of employees
• Flexible adoption of user interface via configuration and personalization
• Configurable forms and workflows for Webdynpro ABAP & Adobe
MSS / HCM
Processes & Forms
© 2012 SAP AG. All rights reserved. 42
Overview of support provided
SAP Shared Service Framework for HR
Tools –
All in 1 place
• Ticket management
o Creation & tracking
o Checklists
o Service Catalogs
• Multiple communication
channels (phone, email,
chat, fax, …)
• Knowledge Base
• Interactive scripts
• Surveys
• Analytics / dashboards
• Campaigns
• Preconfigured software
• Rapid delivery in as few as 5 weeks
• Reasonable & transparent pricing
• Fixed baseline scope
• Faster time to value
Orchestration Lower TCO with
RDS
• Multifunctional framework supports Shared Services for:
o HR o Finance o IT o More . . .
• Multi-backend supports multiple instances of ERP
• Interaction orchestration for multiple channels
• Process orchestration combines core processes, engines & add-on processes
• Direct access to HR master data via transaction launches from ticket
• Tight integration with: o HCM Processes &
Forms o ESS on Behalf
• Update personal information (SAP GUI1) for multiple backend releases
• Employees can submit own ticket1
Integration with
HR
1With configuration per cookbook
© 2012 SAP AG. All rights reserved. 43
Key benefits from Global Business Support Services
implementation
Establishing sustainable relationship-driven service
levels with clients
Migrating amenable transactional and operational
support activities
Stabilizing and then improving operations while
minimizing disruptions
Leveraging the global capability and scale of our four
centers
Engaging diverse people with the skills to be
successful in their role
Managing people, process and technology to deliver
competitive advantage
“Standardizing our offerings,
Simplifying our processes,
Shortening our cycle time,
Sharing best practices globally,
Serving respectfully and rapidly”
Agenda Intro
Background - Air Products
Global Business Support Services
Lessons Learned
HR Services and Tools
Challenges & Benefits
Q&A
Thank you
Deb Freas
Air Products, Supervisor of the North
America Employee Service Center
Freasdh@airproducts.com
Sherryanne Meyer
Air Products, Manager, IT HR
Applications Solutions and Delivery
Meyersh@airproducts.com
Carrie Lande
SAP, Solution Owner for Shared Service
Framework, Human Resources
carrie.lande@sap.com
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