In May 2015 South32 demerged from BHP and\u00a0brought with them some 7,000 employees and contractors including one third of the HR staff. The HR hubs comprise approximately 72 staff located in Australia, Johannesburg and Colombia, who manage around 6000 cases per month via\u00a0 mail and phone.<\/p>\n
With a new Shared Service centre the challenge for South32 was to not only bring across existing functions but also to integrate the new Shared Service centre functions and services that need to quickly and seamlessly fit into the existing configuration.<\/p>\n
Central to the HR function, both before and after the demerger, has been versaCase’s case management tool used to manage queries and requests from\u00a0 staff and contractors.<\/p>\n
Iris describes her roll in South32 as an \u201cadvocate\u201d of the solution, \u201cto support the\u00a0 operations, to understand the system better and to utilise the system better\u201d. So,\u00a0 when the software was migrated from BHP, Iris and the HR team didn\u2019t simply\u00a0 accept the status quo but saw this as an opportunity to make it their own.<\/p>\n
\n\u201cIf I take a look at the amount of work that we are holding in the
\nsolution, it\u2019s everything that we do\u201d, says Iris Belliot.<\/p>\n<\/blockquote>\nOne of the key words during South32\u2019s inception was \u2018agility\u2019, underpinned by the desire to make things happen quicker and easier. This was reflected in the\u00a0 remodelling of their support framework which was aimed at producing self- sufficient teams.<\/p>\n
\n\u201cTaking a look at what we had in BHP and knowing what
\nwe have in South32, helped us to identify improvement
\nareas and actually turn them into a positive. The reason
\nwhy we have been able to improve is because we knew
\nwhat the past was and VersaDev gave us the right support
\nto look at what the future should be.\u201d<\/p>\n<\/blockquote>\nSouth32 now have a system where if they decide to change a process tomorrow, they could more than likely reflect it within the application tomorrow as well. This gives them the ability to be flexible as the business changes.<\/p>\n
Outcome<\/h4>\n
One of the unexpected benefits of this flexibility has been the sharing of skills across teams. In the beginning, teams were dedicated to a particular operation. Now what they are seeing is a cross-skilling between teams which effectively minimises the risk so that the bulk of knowledge does not rest with a small group of people. This in turn, means that they are able to spread the workload to cover the peaks and troughs.<\/p>\n
\n\u201cIt has actually opened up a lot of relationships because
\nI\u2019ve seen people look at the system and go \u2018hey wait a
\nminute, my colleague is under the pump, I should go and
\nask if I can help because I can see she has a lot of cases\u2019.
\nSo, it has changed the way that people think and it has
\nchanged the way that people look at their colleagues
\nbecause they now can see whether or not they
\nare very busy and create that sense of community
\nwithin the team.\u201d<\/p>\n<\/blockquote>\nThis approach taken by South32 is now working its way into an enhancement of
\nthe application as a way to ensure that people\u2019s skill set continues to improve over time. When asked to describe the system in one sentence, Iris responds:<\/p>\n\n\u201cThis is the case management tool of the future.\u201d<\/p>\n<\/blockquote>\n
\u201cThe software is able to adapt to a lot of different processes. So, you\u2019re able to set it up either based on operations or you can also set it up based on work and it\u2019s the one source of all the information you need to run the business. So, who is doing the work, why are they doing it, when are they doing it and how fast are they doing it. With that you can actually measure your productivity. So, in order to get to the future, you would definitely need to be able to project and you would need to be able to have that back up information. The versatility of versaCase has shown us that it will be able to lead us into the future successfully.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
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