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123 N. Post Oak | Houston, TX | 77024
2016 APQC and
SCOTTMADDEN
HUMAN RESOURCES
SHARED SERVICES
PARTICIPANT REPORT
PREPARED EXCLUSIVELY
FOR
SAMPLE REPORT
www.apqc.org
UNDERSTANDING THE TABLES
The tables on the following pages show how your organization compares to all
companies that participated in the study for each performance measure.
105303 Total customers (employees + retirees) per total HR headcount
XXXXX XXXXX XXXXX XXXXX XXXXX
105304 Total company employees per HRIS headcount
XXXXX XXXXX XXXXX XXXXX XXXXX
11573 Total company employees per continuous improvement headcount
XXXXX XXXXX XXXXX XXXXX XXXXX
11643 Total company employees per HR business partner headcount
XXXXX XXXXX XXXXX XXXXX XXXXX
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MEASURE DATA TABLES
105303 Total customers (employees + retirees) per total HR headcount
105304 Total company employees per HRIS headcount
105305 Total company employees per talent acquisition CoE headcount
105306 Total company employees per talent management CoE headcount
105307 Total company employees per compensation CoE headcount
105308 Total company employees per benefits CoE headcount
105309 Total company employees per employee and labor relations CoE headcount
N/R N/R N/R N/R N/R
105310 Total company employees per continuous improvement headcount
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
105380 Total company employees per HR business partner headcount
N/R N/R N/R N/R N/R
105381 Total company employees per HR generalist headcount
N/R N/R N/R N/R N/R
105382 Total compnay employees per HR administrator headcount
N/R N/R N/R N/R N/R
105383 Total company employees per field HR headcount
N/R N/R N/R N/R N/R
105396 Total company employees per Tier 1 headcount
105397 Total company employees per Tier 2 headcount
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
UNDERSTANDING THE TABLES
The tables on the following pages show how your organization compares to all
companies that participated in the study for each performance measure.
105397 Number of transactions per service center employee
XXXXX XXXXX XXXXX XXXXX XXXXX
105385 Number of calls/inquiries per service center employee
XXXXX XXXXX XXXXX XXXXX XXXXX
105386 Number of employees served per service center employee
XXXXX XXXXX XXXXX XXXXX XXXXX
105387 Number of retirees served per service center employee
XXXXX XXXXX XXXXX XXXXX XXXXX
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MEASURE DATA TABLES
105353
HR service center employee turnover for North American Shared Services Center
105354
Average speed to answer for North American Shared Services Center
105355
First contact resolution for North American Shared Services Center
N/R N/R N/R N/R N/R
105356
Portal hits per 1,000 employees for North American Shared Services Center
N/R N/R N/R N/R N/R
105358 Total service center cost per customer (employees + retirees)
N/R N/R N/R N/R N/R
105360
Total requisitions per North American Shared Services Center recruiting/staffing specialist headcount
105361
Total hires handled per North American Shared Services Center recruiting/staffing specialist headcount
105359
Total company employees per North American Shared recruiting/staffing service center specialist headcount
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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MEASURE DATA TABLES
105362
Total company employees per North American Shared Services Center workforce administration specialist headcount
105363
Total company employees per North American Shared Services Center training administration specialist headcount
N/R N/R N/R N/R N/R
105364
Total company employees per North American Shared Services Center leave of absence administration specialist headcount
105365
Total company employees per North American Shared Services Center employee relations specialist headcount
N/R N/R N/R N/R N/R
105384 Number of transactions per service center employee
105385 Number of calls/inquiries per service center employee
105386
Number of employees served per service center employee
105387
Number of retirees served per service center employee N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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MEASURE DATA TABLES
105388
Self-service transaction volume per employee
105389
Self-service inquiry per employee N/R N/R N/R N/R N/R
105390 Tier 1 employees per Tier 1 manager/supervisors
105391
Transaction volume per Tier 1 employee
105392 Call/inquiry volume per Tier 1 employee
105393 Tier 2 employees per Tier 2 manager/supervisors
105394 Transaction volume per Tier 2 employee
105395 Call/inquiry volume per Tier 2 employee
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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MEASURE DATA TABLES
105398
Total service center in-house cost per transaction N/R N/R N/R N/R N/R
105399
Total service center in-house cost per volume unit N/R N/R N/R N/R N/R
105400
Total service center cost (in-house + outsourced) per employee served N/R N/R N/R N/R N/R
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UNDERSTANDING THE TABLES
US & Canada XXXXX XXXXX XXXXX XXXXX XXXXX
Europe XXXXX XXXXX XXXXX XXXXX XXXXX
Asia-Pacific XXXXX XXXXX XXXXX XXXXX XXXXX
Africa & Middle East XXXXX XXXXX XXXXX XXXXX XXXXX
Central & South America
XXXXX XXXXX XXXXX XXXXX XXXXX
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MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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MEASURE DATA TABLES
US & Canada N/R N/R N/R N/R N/R
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada N/R N/R N/R N/R N/R
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
www.apqc.org
MEASURE DATA TABLES
US & Canada
Europe N/R N/R N/R N/R N/R
Asia-Pacific N/R N/R N/R N/R N/R
Africa & Middle East
N/R N/R N/R N/R N/R
Central & South
America N/R N/R N/R N/R N/R
N/R N/R N/R N/R N/R
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UNDERSTANDING THE TABLES
Does your HR shared services operation serve multiple geographic regions or multiple countries through the use of one or more shared services centers?
Yes XXXX XXXX
XXXX
No XXXX
XXXX
XXXX
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QUALITATIVE RESPONSE RATES
Does your HR shared services operation serve multiple geographic regions or multiple countries through the use of one or more shared services centers?
Yes
No
Which of the following geographic models is used for your global HR shared services organization? (Select only one)
Site/country-specific center run locally
Site/country-specific centers with global management and integration
Regional centers, but run locally
Regional centers, with global management and integration
Single global center
Other (please describe)
Within your organization, how many years has your HR shared services organization been in existence? (Select only one)
Less than one year
At least one but less than three years
At least three years but less than five years
At least five years but less than ten years
Ten or more years
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QUALITATIVE RESPONSE RATES
Does your shared services organization have defined centers of expertise as part of your HR delivery model? (These individuals are subject matter experts involved with program design and are typically considered "Tier 3" in a tiered model.)
Yes
No
Which best describes the governance model for your HR shared services organization? (Select only one)
HR SSO reports to corporate HR/lead HR executive
HR SSO reports to lead of multi-function SSO
HR SSO has a matrix reporting relationship to HR and multi-function SSO
HR SSO reports to another non-HR executive
Other (please describe)
Is a tiered approach used as part of the service center staffing model at any of your shared services centers within your shared services organization (e.g., Tier 1, Tier 2; tiers are typically used to segment services by the nature of the services provided to customers)? (Select only one)
Yes
No
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QUALITATIVE RESPONSE RATES
Which best describes your organization’s use of an employee portal as an interface to self-service applications and frequently-asked questions and/or knowledgebase content? (Select only one)
Do not leverage a portal
Static, non-personalized content
Some personalization of content without system integration
Personalized content with limited system integration (i.e., integration with HRIS, but not all other applications)
Personalized content with full-system integration (i.e., pages rendered in single system with content from various systems; single sign-on employed)
Do you offer the following: Manager self-service?
Yes
No
Do you offer the following: Employee self-service?
Yes
No
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QUALITATIVE RESPONSE RATES
Which of the following can managers complete through self-service? (Select all that apply)
Employee status management (e.g., promotions, transfers, position changes, terminations, etc.)
Performance management activities
Pay approvals (e.g., pay rate changes, etc.)
Reporting (e.g., ability to select and run reports on organization)
Employee- initiated approvals (e.g., leave requests, training requests, etc.)
Other (please describe)
Which of the following can employees complete through self-service? (Select all that apply)
Personal data changes (e.g., address, marital status, etc.)
Payroll requests/changes (e.g., W4 updates, W2 request, direct deposit sign-up/changes)
Benefits transactions (e.g., enrollment, life event changes)
Training (e.g., registration, evaluation, updates to training records)
Personal development plans
Other (please describe)
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QUALITATIVE RESPONSE RATES
Where does your most recent overall satisfaction measure fall in terms of the percent of customers satisfied for the North American center referenced above?
Greater than 90%
80% to 90%
70% to 79%
Less than 70%
Do no measure
Please choose the option that best describes the organizational alignment of the CoE: Talent acquisition
Co-Located/Centralized
Multiple Location/Decentralized
Please choose the option that best describes the organizational alignment of the CoE: Talent management
Co-Located/Centralized
Multiple Location/Decentralized
Please choose the option that best describes the organizational alignment of the CoE: Compensation
Co-Located/Centralized
Multiple Location/Decentralized
Please choose the option that best describes the organizational alignment of the CoE: Benefits
Co-Located/Centralized
Multiple Location/Decentralized
Please choose the option that best describes the organizational alignment of the CoE: Employee and labor relations
Co-Located/Centralized
Multiple Location/Decentralized
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QUALITATIVE RESPONSE RATES
Please choose the option that best describes the organizational alignment of the CoE: Other
Co-Located/Centralized
Multiple Location/Decentralized