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QuestDirect.org First Data's Roadmap to a Successful HR Transformation.

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Presentation on theme: "QuestDirect.org First Data's Roadmap to a Successful HR Transformation."— Presentation transcript:

1 QuestDirect.org First Data's Roadmap to a Successful HR Transformation

2 QuestDirect.org First Data's Roadmap to a Successful HR Transformation

3 QuestDirect.org Agenda Our Company Our Transformation Journey Our Technology Roadmap Our BI Strategy Q&A

4 QuestDirect.org Company Overview

5 QuestDirect.org What Do We Do?

6 QuestDirect.org Our Products and Services

7 QuestDirect.org Landscape We process 14,000 transactions per second, that’s 31 billion transactions per month We process half of all US transactions We do business in over 50 countries worldwide One third of the company’s revenue is generated outside the US We have over 25,000 employees and “on the ground” coverage in 36 countries PeopleSoft evolution at First Data:

8 QuestDirect.org Our Transformation Journey

9 QuestDirect.org Global HR Technology – Our Vision A journey to become and continue as a world-class HR organization, where: A single source of truth is provided through superior technology An increase in quality business partnerships impacting profitability Employees’ experiences are consistent Talent Management is the mindset Job satisfaction increases Efficiency & effectiveness is the norm Key Enablers for our Leaders Integrated technology suite to enable talent management and drive business results – from hiring to development to performance compensation Real-time, single-source access to employee transaction, profiles & reporting Simplification & globalization of HR policies and processes

10 QuestDirect.org Global HR Transformation – Pillars for Success Operating Rhythm and Infrastructure Change Management World Class HR Process E  Bullet 1 Reduce unit costs Technology Optimization Process Excellence  Process and policy harmonization  Process ownership  Consistent tools & process methodology leveraged globally  Metrics and control plans HR Globalization  Globalize HR structure  Role Clarity  Seamless partnership  Optimum leverage of Global HRSC for all global issues  Near shore & cost effective resolution for local issues  PeopleSoft upgrade Payroll consolidation  Payroll consolidation  Robust self service tools  Enabled full talent management suite  Case management  Technology governance

11 QuestDirect.org Our Process Excellence Journey Functional Focus Active / Reactive Internal View Silo Activity Hero Process Focus Data Driven Customer Voice Integrated Teams Leadership Cultural Shift The Summit Advantage Shareholder Value & Quality Leadership Level 1 Process Owners Measurement Coaching Reward Structure Level 2 Continuous Improvement Level 3 Data driven accountability Operating rhythm Level 4 Cultural Process Excellence Customer focused Level 5 Process Toolbox Process Competency Leadership Process Model Best Practice Best Practice Project Teams

12 QuestDirect.org Enabling Our Transformation – Process View Consistent employee and manager experience Consolidated and standardized processes and technologies across geographies Process owner accountability & appropriate controls Robust self-service tools Consistent employee and manager experience Consolidated and standardized processes and technologies across geographies Process owner accountability & appropriate controls Robust self-service tools Standardize tools, core business processes and policies and realign across geographies rather than by geographies Implement appropriate process ownership, governance, and ongoing monitoring process Deploy integrated talent management technology with self service capabilities Disjointed employee & manager experience Inconsistent business processes not properly integrated with corporate systems No true process owners or accountability Disjointed employee & manager experience Inconsistent business processes not properly integrated with corporate systems No true process owners or accountability Current State: Future State: Payroll Processing GreeceJapan US

13 QuestDirect.org Enabling Our Transformation – Service View Omaha Costa Rica Omaha Costa Rica Current State:Future State: The HR Service Center handles 8400 direct employee inquiries per month; 95% from US 60% of US and less than 5% of international employee and manager transactions are handled via self service Employee and manager experience is negatively impacted by the current system which is limited to tracking individual calls rather than providing case management functionality The HR Service Center handles 8400 direct employee inquiries per month; 95% from US 60% of US and less than 5% of international employee and manager transactions are handled via self service Employee and manager experience is negatively impacted by the current system which is limited to tracking individual calls rather than providing case management functionality Full HR Service Delivery 80% of all employee/manager transactions globally handled through employee and manager self service Fully integrated PeopleSoft Case Management tool enabling 95% of global Tier 2 support to be provided by the HR Service Center Consistent employee and manager experience through the lowest cost channels Full HR Service Delivery 80% of all employee/manager transactions globally handled through employee and manager self service Fully integrated PeopleSoft Case Management tool enabling 95% of global Tier 2 support to be provided by the HR Service Center Consistent employee and manager experience through the lowest cost channels

14 QuestDirect.org Enabling Our Transformation – Systems View PeopleSoft Symphony Current State: Future State: Current disparate systems & environments PeopleSoft was not deployed with a global view “Best in Class” approach to technology interfaces & integration points Current disparate systems & environments PeopleSoft was not deployed with a global view “Best in Class” approach to technology interfaces & integration points MSS Hewitt Mercer Flex Pay MetPay Other ESS PeopleSoft “vanilla” core leveraged globally for employees and contingent workers Sunset all “Best in Class” applications Governance process for all technology requests Standardized processes and technologies across geographies leading to a consistent employee and manager experience Less than one half of existing interfaces PeopleSoft “vanilla” core leveraged globally for employees and contingent workers Sunset all “Best in Class” applications Governance process for all technology requests Standardized processes and technologies across geographies leading to a consistent employee and manager experience Less than one half of existing interfaces Talent Mgmt NA Payroll Comp Time & Labor HR HelpDesk PeopleSoft 9.1 HRMS Suite

15 QuestDirect.org Enabling our Transformation – Data View Sources of Operational data … Canned reporting Ad hoc reporting One- off analytics Drop-drag parameters Revenue Production by Team Revenue Production by Team Sales Distribution Q1Q2Q3Q4 Quarterly Sales Q1Q2Q3Q4 Quartery Sales PeopleSoft HR Analytics No single “source of truth” for employees and contractors Data integrity issues Focus on reporting data rather than providing business analytics Highly manual data collection and mining efforts No single “source of truth” for employees and contractors Data integrity issues Focus on reporting data rather than providing business analytics Highly manual data collection and mining efforts Transform fragmented data into actionable information Better linkage to financial data Visibility into true employment costs Enable manager self- service reporting Transform fragmented data into actionable information Better linkage to financial data Visibility into true employment costs Enable manager self- service reporting Current State: Future State: Vacation requests in Greece Standard reporting package Read-only capability

16 QuestDirect.org Our Technology Roadmap

17 QuestDirect.org PeopleSoft 9.1 Deployment Schedule eCompensation Int’l Payroll Core HCM Manager Self Service HR Help Desk Contingent Workers Profile Management Career & Succession Planning Business Intelligence

18 QuestDirect.org International Timeline Year Q1 Q2 Q3 Q4 Each country deployment will include Global Payroll, Employee Self Service, Time and Labor, Absence Management and Benefits in local language Vendor Switch Only

19 QuestDirect.org Program Structure

20 QuestDirect.org Base Upgrade – What we’ve accomplished Set the foundation for First Data’s “single source of truth” Improved employee experience Simplified the technology footprint Deployed the infrastructure for our integrated global talent management system Harmonized policied & began our process excellence journey Eliminated 60% of report queries enabling capacity for more proactive analytics Improved data accuracy and reduced rework by implementing standard PS 9.1 functionality Provided a new summary page to review/edit employee information Delivered additional self service capability for managing personal addresses; critical for employee surveys Eliminated of 1,900 customizations Prepared to sunset People Data Manager Tool Reduced job codes from over 1,600 to 523 Operationalized position management team Standardized 8 self service transactions across the globe (100+ global processes impacted) Harmonized 3 time and labor policies Provided “on the job” coaching/training/mentoring on process excellence tools to over 50 employees

21 QuestDirect.org Built strong partnerships for strategic guidance and expertise Focused on voice of the customer and process work up front Harmonized global policies Established a formal change management program Developed a strong program leadership structure Created relationships from other organizations to learn from their experiences Leveraged multiple communication vehicles to support a global deployment Committed to face-to-face workshops to get a global view Gained trust and commitment of our steering committee by providing data driven recommendations Considerations of a global transformation What was key to our success…

22 QuestDirect.org Engaged a Global Change Leadership team and change champions to rollout training & communications Provided “WIIFM” to all impacted groups to gain support Created clear & consistent communication vehicles Implemented a formal training strategy utilizing UPK Developed an HR Transformation Video Change Management – It is critical!

23 QuestDirect.org Don’t understand estimate power of resistance; implement resistance management plans early Ensure project managers are experienced in the IT project management lifecycle & education the executives and team members on “what to expect” Separate the configuration and track lead responsibilities Assign dedicated process experts Provide change management training to key stakeholders and project team Deliver more change preparedness to key constituents Deploy a standard project toolkit prior to kickoff and ensure the tools are being leveraged consistently Have a dedicated DBA to build the environments Lessons Learned – What would we do differently?

24 QuestDirect.org Tracy Quinn VP, Global HR Technology & Process Excellence +1 (404) Nancy Pannarale Program Director +1 (303) For More Information

25 QuestDirect.org APRIL 7-11, 2014 Sands Expo and Convention Center Las Vegas, Nevada QuestDirect.org/COLLABORATE COLLABORATE 14- Quest Forum is THE source for PeopleSoft roadmaps & news. It matters where you register! All PeopleSoft education and events run through Quest


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