BHP as one of the worlds largest mining companies set out to stream line their processes and workflow as well as organise the large amounts of enquiries and cases that get logged with them on a daily basis.
Problem
The Shared Service Centre was tasked to manage employee enquiries and improve service levels. The organisation had a charter of requirements with regards to case classification, standardisation, prioritisation and workflow management. These could not be managed within their ERP.
Solution
Within a few years the solution was integrated with a telephony system, processed all new internal HR work requests, as well as their associated tasks. It provided VP’s with a suite of reports previously unavailable to them. Staff workloads were streamlined via the application of SLA time-frames and case templates to improve delivery and productivity.
Today, the solution delivers a standardised work-space to HR hubs around the globe. Employees now have service access 24×7, and the platform delivers clear business-defined HR processes to facilitate the administration of critical tasks for employees that fall outside core ERP. capabilities.
Outcome
- 2.5m cases managed over 5 years
- 461,642 cases managed in one year
- 38,470 cases on average/month
- 173 users
- 49,185 employees
- 10 Web forms creating 1000 requests on average/month
- 265 Standard Reports
A few examples where HR workflows were streamlined:
- Enquiry Management
- Unqualified Payment
- Payroll Process
- Re-Open Closed Case
- Off-Cycle Payment Request
- Stop Payment Request
- Periodic Reporting
- Payroll Escalation
- Payroll Error Register
- Contact HR Admin Hub
Service Level Improvements Via One Click Templates
“Quick Link” Employee requests are used to create cases when they are initiated
via a customer walk-in or telephone call. A template is used to pre-populate the
content of the enquiry. By entering an Employee ID, the case is automatically
linked to the employee record.
The Admin Hub can prioritise cases within the business for processes such as
Payroll Escalation.
HR Central Admin can engage HR Admin Hubs via internally raised cases. The
business have visibility across assets for extended reporting capabilities.
A one click links spawns requests to HR Central Admin from the Admin Hub, Automatically linking the original request as the parent case.
Other standard procedures can be created and associated with “one-click” case creation based on pre-defined business rules and driven by case templates held within the system. These include:
Creating a Letter of Offer. A standard letter is automatically attached to an outgoing email and email pre-populated with standard content.
Employee On-boarding. Managed sequential or parallel workflow is created based on governed process and tasks created and sent via email to
appropriate parties