Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.
SUCCESS
CONNECT
CONSUMER-ORIENTED
SERVICE DELIVERY MODELS …
LEVERAGING THE BEST OF
CLOUD, AI AND AUTOMATION,
AND BUSINESS ...
Copyright © 2017 Accenture. All rights reserved. 2
SO WE HAVE AN
OPPORTUNITY
TO CREATE
SOMETHING
GENUINELY
DIFFERENT…
TO S...
“SIMPLE CAN BE
HARDER THAN
COMPLEX: YOU
HAVE TO WORK
HARD TO GET
YOUR THINKING
CLEAN TO MAKE
IT SIMPLE.”
- STEVE JOBS
FRAM...
TO UNDERSTAND YOUR
MOMENTS THAT MATTER WE
MUST ENGAGE WITH YOUR
EMPLOYEES, PUTTING
THEM AT THE HEART OF
DESIGN
Copyright ©...
APPLYING FILTERS TO IDENTIFY
YOUR MOMENTS THAT MATTER
Copyright © 2017 Accenture. All rights reserved. 5
Special
Emotional...
Copyright © 2017 Accenture. All rights reserved. 6
DESIGNING SERVICES
FOR PEOPLE
DATA
MANAGEMENT
RECRUITMENT
PAYROLL
LEARN...
PRIORITIZE AND INVEST IN
YOUR MOMENTS THAT MATTER
Copyright © 2017 Accenture. All rights reserved. 7
We rethink and redesi...
SERVICE / PROCESS PERSONAL / HUMANTECHNOLOGY / DIGITAL
PRIORITIZE WHAT MATTERS
MOST TO EMPLOYEES
Copyright © 2017 Accentur...
BALANCE HI-TECH AND HI-TOUCH
IN THE SERVICE MODEL REDESIGN
Copyright © 2017 Accenture. All rights reserved. 9
The new Empl...
MOMENTS THAT MATTER EXAMPLE:
JOINING THE COMPANY
Copyright © 2017 Accenture. All rights reserved. 10
Onboarding is an oppo...
USE DATA & ANALYTICS TO DRIVE THE
EXPERIENCE, ANTICIPATING EMPLOYEE NEEDS
Copyright © 2017 Accenture. All rights reserved....
MOVE FROM CALL TRIAGE TO A TRUSTED ADVISOR
IN THE CONTACT CENTER FOR HI TOUCH SERVICES
Copyright © 2017 Accenture. All rig...
“CLIENTS DO NOT
COME FIRST.
EMPLOYEES COME
FIRST. IF YOU TAKE
CARE OF YOUR
EMPLOYEES, THEY
WILL TAKE CARE
OF YOUR CLIENTS”...
To find out more about how Accenture can help with your Talent
and HR Business Process Services visit:
www.accenture.com/H...
Prochain SlideShare
Chargement dans…5
×

Consumer Oriented Service Delivery Models - Success Connect

2 573 vues

Publié le

Clients do not come first. Employees come first. If you take care of your employees, they will take care of your clients. Discover how to design service models with employees at the heart.

Publié dans : Business
  • Soyez le premier à commenter

Consumer Oriented Service Delivery Models - Success Connect

  1. 1. SUCCESS CONNECT CONSUMER-ORIENTED SERVICE DELIVERY MODELS … LEVERAGING THE BEST OF CLOUD, AI AND AUTOMATION, AND BUSINESS PROCESS August 2017
  2. 2. Copyright © 2017 Accenture. All rights reserved. 2 SO WE HAVE AN OPPORTUNITY TO CREATE SOMETHING GENUINELY DIFFERENT… TO SHIFT FOCUS FROM PROCESS TO EXPERIENCE. FROM STANDARDS TO A HUMAN-LED SERVICE.
  3. 3. “SIMPLE CAN BE HARDER THAN COMPLEX: YOU HAVE TO WORK HARD TO GET YOUR THINKING CLEAN TO MAKE IT SIMPLE.” - STEVE JOBS FRAMEWORKS AND PRACTICES
  4. 4. TO UNDERSTAND YOUR MOMENTS THAT MATTER WE MUST ENGAGE WITH YOUR EMPLOYEES, PUTTING THEM AT THE HEART OF DESIGN Copyright © 2017 Accenture. All rights reserved. 4 JOINING1 MY ONBOARDING2 MY RECOGNITION6 MY TIME-OFF 8 MY PERSONAL INFORMATION3 7 MY CAREER GROWTH4 5 MY ROLE MOVE MY HEALTH 9 MY PAY AND BENEFITS MY EXIT
  5. 5. APPLYING FILTERS TO IDENTIFY YOUR MOMENTS THAT MATTER Copyright © 2017 Accenture. All rights reserved. 5 Special Emotional Personal Sensitive Confidential Urgent Complex EMPLOYEE FILTERS BUSINESS FILTERS MOMENTS THAT MATTER Transactions Queries Pain points Satisfaction Attrition & Exit
  6. 6. Copyright © 2017 Accenture. All rights reserved. 6 DESIGNING SERVICES FOR PEOPLE DATA MANAGEMENT RECRUITMENT PAYROLL LEARNING IT HELP DESK PERFORMANCE MANAGEMENT & COMPENSATION I would like to explore new roles I am starting work soon and I want to hit it out of the park I would like to explore flexible work options I an having my first child. What do I do? I want to submit an idea I need to travel internationally for work I need access to tools and resources for my job I have a big meeting coming up and need to plan logistics HUMAN RESOURCE ORIENTED SERVICES EMPLOYEE CENTRIC SERVICES • Maximize time with customers • Employee-tailored; Manager-tailored • Resolution-focused, addressing intent • Personal empathy for sensitive situations KEY PRINCIPLES • On-demand, any where and any time • Proactive interactions and advice/counsel • Differentiated for Moments that Matter • Balancing digital and human channels Designing great employee experiences started with transforming the traditional transaction- and function- orientation of HR services, to orienting around services and treating employees as consumers.
  7. 7. PRIORITIZE AND INVEST IN YOUR MOMENTS THAT MATTER Copyright © 2017 Accenture. All rights reserved. 7 We rethink and redesign selected activities to improve outcomes including increased NPS/Cstat, reduced administrative burden, reduced cycle time, and reduced total cost to serve. SELECT KEY EVENTS/PROCESSES THAT HAVE SHARED IMPORTANCE TO EMPLOYEE /MANAGER AND THE BUSINESS. Criteria can include: • Volume of transactions • Known pain-points • Work day/non-work day • Labor intensive • Manager involvement TOP EVENTS/ PROCESSES TYPICALLY INCLUDE • Onboarding • Transfers • Offboarding • Maternity Leave • Payroll EMPLOYEE / MANAGER PERSPECTIVE • Joining the company • Changing roles or assignments • Moving on • Having a Child • Payroll REDESIGN PROCESS REGARDLESS OF BACK OFFICE SILOS HUMAN RESOURCES FINANCE & ACCOUNTING PROCUREMENT FACILITIES STORES / FACTORIES TECHNOLOGY & COMMUNICATION
  8. 8. SERVICE / PROCESS PERSONAL / HUMANTECHNOLOGY / DIGITAL PRIORITIZE WHAT MATTERS MOST TO EMPLOYEES Copyright © 2017 Accenture. All rights reserved. 8 How services are structured and delivered is changing in today’s digital world – requiring an experience-led approach to identify the Moments that Matter and design and deliver seamless experiences across channels. EXPERIENCE CHANNELSPERSONA Employees Managers / Leaders Alumni Retirees Candidates / New Joiners Extended Workforce Customers / Future Joiners Self-Service Web VoiceMail ChatMobile Social Text HumanAvatar Joining Leaving Transferring Having a Child Travel IT Upgrade > 70% of services Exception, differentiation Meeting Planning • Personalize, modernize, and optimize to drive better experiences and create the business case for more complex, higher-touch, differentiated experiences • Use analytics to enable predictive experiences • Social and mobile enables employees to connect, collaborate, and crowdsource • Differentiate and design integrated experiences for Moments that Matter • Direct access to a person for high touch needs (personal advocate) • Coordination across functions (e.g., HR, Finance, Facilities) and channels
  9. 9. BALANCE HI-TECH AND HI-TOUCH IN THE SERVICE MODEL REDESIGN Copyright © 2017 Accenture. All rights reserved. 9 The new Employee Services Model provides for an expanded line-of-sight with the right balance of hi-tech and hi-touch channels, anchored on delivering against spoken and unspoken expectation of the Consumer. STORES / FACTORIES HUMAN RESOURCES FINANCE & ACCOUNTING PROCUREMENT TECHNOLOGY & COMMUNICATION FACILITIES Employment Lifecycle Workplace Support Personal Support Reporting & Analytics MAIL WEB TEXT CHAT VOICE SELF-SERVICE PERSONAL & RELEVANT “Make the experience relevant to me” INTUITIVE “Should be easy to figure out like Amazon.com” ACCESSIBLE ON DEMAND “Need it to be available when I have time”
  10. 10. MOMENTS THAT MATTER EXAMPLE: JOINING THE COMPANY Copyright © 2017 Accenture. All rights reserved. 10 Onboarding is an opportunity to create a signature experience that distinguishes, yet requires that employee data processes are timely, accurate, and coordinated across functions. HR • New hire orientation • Employee set up • Benefits enrollment • Payroll set up • New hire / job training • Sign-on bonus Finance • Cost center mapping • Signing authority • Expense management Procurement • Contingent labor vendor • Corp credit card IT • Security profile/ role • Authority levels • Personal computer • System access • Mobile phone • Log-on details Facilities • Building access • Security card • Cube / Office • Supplies • Parking space • Health and safety Stores • Orientation • Uniforms • Workplace schedule • Store discounts END-TO-END SERVICES ACROSS FUNCTIONS SERVICE IS TRIGGERED END OF SERVICE Employee: ”I want a smooth and transparent onboarding that reaffirms why I chose this company, connects me to my colleagues, and gets me oriented and contributing” Hiring Manager: “I need to onboard a new joiner to my team” CHANNEL STRATEGY
  11. 11. USE DATA & ANALYTICS TO DRIVE THE EXPERIENCE, ANTICIPATING EMPLOYEE NEEDS Copyright © 2017 Accenture. All rights reserved. 11 TRIGGER EXAMPLES INSIGHTS (TACTICAL TO STRATEGIC) CORRELATION WILL BE SPECIFIC TO EACH ORGANIZATION’S WORKFORCE CHANGE OF PERSONAL ADDRESS BENEFIT CHANGE TAX WITHHOLDING UNEXPECTED CHANGE IN NET PAY NEW EARNING OR DEDUCTION DEDUCTION LIMITATION REACHED SEARCHING FOR MATERNITY LEAVE POLICY HAVING A CHILD (BIRTH OR ADOPTION) 3-5 YEARS TENURE WITHOUT MANAGER TITLE LIKELY ATTRITION IN NEXT 6 MONTHS
  12. 12. MOVE FROM CALL TRIAGE TO A TRUSTED ADVISOR IN THE CONTACT CENTER FOR HI TOUCH SERVICES Copyright © 2017 Accenture. All rights reserved. 12 BUILD TRUST WITH EMPLOYEES Trusted advisors empathize with consumers and, with the consumer’s permission, inquire as to the core reason for the contact—allowing the trusted advisor to more completely understand the work or personal event(s) behind the consumer outreach. IMPROVE END-TO-END EMPLOYEE EXPERIENCE Trusted advisors anticipate what help the consumer will need and present themselves as single point of contact. Enabling workflow, activities will cross traditional HR silos and reach out of HR to provide the consumer with an end- to-end service—including light transactional work. ADDRESS EMPLOYEE ISSUES, NOT SYMPTOMS Having established a trusted relationship with the consumer, the advisor will leverage his/her experience and tools to solve for the spoken and/or unspoken intent of the contact—solving for root cause rather than symptoms.
  13. 13. “CLIENTS DO NOT COME FIRST. EMPLOYEES COME FIRST. IF YOU TAKE CARE OF YOUR EMPLOYEES, THEY WILL TAKE CARE OF YOUR CLIENTS” - Richard Branson MIGRATING TO EMPLOYEE SERVICES
  14. 14. To find out more about how Accenture can help with your Talent and HR Business Process Services visit: www.accenture.com/HRbpo Copyright © 2017 Accenture. All rights reserved. 14

×