HR Transformer Blog


HR Change and Transformation 2014

This has to be the most interesting time to be working at the intersection of HR, organisation development and technology. 
 
Leading change in 2014 includes responding to growing markets, geographical expansion, mergers & acquisitions and cross-cultural leadership across 5 generations. The importance of effective leadership, talent management and high employee engagement has never been so great.
 

There is a lot of buzz around technology as a driver for change in areas such as talent identification and development and workforce productivity. Its use can span all areas of HR and management, from working out which candidates are most likely to be our top future sales performers, to providing tools that enable a manager to monitor performance of a global project team. At the same time we have massive changes in our workforce, from the rise of the freelancer economy, to skills shortages and demand for 24 X 7 collaboration.

We can be proud that HR has been a pioneer in adopting many emerging technologies such as Cloud applications like WorkdayOracle Fusion and SuccessFactors. Social Media in HR has in LinkedIn a high profile corporate leader, and the adoption of Mobile is changing the recruitment landscape.   HR also has the advantage of having change management skills to ensure successful implementations.

At the HR Change & Transformation 2014 Conference, we will hear from speakers who will showcase HR innovation happening in their organisations.  Speakers from different industries and sectors will share their insight and expertise in Leadership, Change & Culture, from identifying talent to developing and integrating a new generation of leaders.   Effective change management is a blend of the right change strategy combined with getting the small things right. We will hear examples of how different organisations have achieved this.

We are also at an HR Strategy crossroads, where many of our HR strategies are undergoing radical change. Some of them were developed 50 years ago, when business and society were very different to how they are now. In addition, the set of external drivers which moved us to the HR operating models of the 90s are changing fast, so now is a good time to re-assess.  Many current HR operating models are not fit for the future given the transformational change going on in our economy and workplace.
 
In some organisations, HR needs  to transform itself first before it can lead change and transform organisations. In our Talent & Transformation stream, we will hear examples of how organisations have transformed HR to delivery business goals.   HR Transformation is not really about HR. Although HR is the focus, the outcome is about improving People Management in organisations. HR is well positioned at the crux of workforce, productivity and human beings.  HR Transformation is really about “Workforce Transformation” with HR making the rallying call.  With new agile HR operating models, we need to think about what skills capabilities HR will need for better performance Management and business integration.
 
For successful HR Transformation, the trick is for HR to empower managers, in Technology, Tools & Insight. We will hear about the rise of Mobile, Social and Gamification and the benefits of Analytics in HR. Fundamentally, HR does not yet need Big Data; it needs Big Questions. What problems do we need to solve in HR? We will hear from speakers who have solved business problems using analytics and a new set of tools.
 
Over time, Software-as-a-Service will make us standardise our HR processes – because we will have to use the systems as they are, not configure them to our existing processes.
 
This is an important time in the  history of people management with the convergence of technology innovation, workforce demographics and  economic restructuring.
 
In 2014, we are too busy to care about being invited to the top table. We now have an opportunity to create our own table and invite who we want!
 
This conference will showcase many examples of HR innovation some of which you will adopt in the future. Enjoy the sharing and let us know what examples of HR innovation you will be speaking about in 2015.
 
I am chairing one of the streams at this event and will also be facilitating a Pre-Conference Workshop “7 Steps to Transform HR” – a pragmatic and practical approach to transformation using strategies that have worked with real HR case studies.   A 10% discount code is available for our HR Transformer Blog readers, CT14AS9.  Be great to see you there! #HRCT14
 
Andrew Spence
HR Transformation Director
Glass Bead Consulting
June 2014
 
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Will HR in the Cloud kill HR Outsourcing ?

Will HR in the Cloud destroy HR Outsourcing ? HR Transformer Blog
 
 
 
 
 
 
 
 
 
 
Will ‘HR in the Cloud’ kill the HR Outsourcing industry  ?
 
Or, are the claims of the HR Technology industry in ‘Cloud Cuckoo Land’ ?
 
In Aristrophanes play, ‘The Birds’, written in 414 BC, “Cloud Cuckoo Land” was an unrealistically idealistic state where everything is perfect.
 
In our 2013 HR play, Ms HR Vendor helps the trusting Ms HR Director erect a perfect HR operating model in the clouds.
 
For HR Directors, this has the appeal of ‘killing two birds with one stone’.
 
Firstly outsource chunks of your HR services on a standardised platform.  Secondly, hand over responsibility for your HR systems to the same vendor.  
 
This service has been called BPaaS or ‘HRO in the cloud' and this report from Gartner, is worth reading on the topic -  From ‘BPO to BPaaS: HR Outsourcing calls for the cloud.
 
Will SaaS melt HR processes ? 
At the recent 2013 HRO Today Forum, in London, Mike Ettling, former CEO of largest global HR Outsourcing company, NGA HRcommented that the demand for HRO will decrease over the next few years.  In Mike’s view this is because  :-
 
“In the last 2 years we have seen the phenomenal rise of enterprise ready SaaS solutions in the HR industry.  The game changing impact of SaaS is the fact that SaaS is melting Business Processes.

In the past we designed our system around the process, now we have to design our process around the system.  There will be less scope for customisation.”
 
From this perspective, there will be less HR work in general and less outsourced work.  Not a good signal for the growth of the HRO industry.
 
For those interested, Matt Charney from Recruiting Blogs covered this panel debate well, in Transaction to Transformation: The Next Generation of Outsourcing  
 
HR SaaS – Practical Lessons from HR Buyers
In a separate session, Julie Fernandez from analysts ISG, provided some insights from HR Buyers, typically clients with > 10,000 employees. 
 
 [embed]<iframe src="http://www.slideshare.net/slideshow/embed_code/28195774" width="427" height="356" frameborder="0" marginwidth="0" marginheight="0" scrolling="no" style="border:1px solid #CCC;border-width:1px 1px 0;margin-bottom:5px" allowfullscreen> </iframe> <div style="margin-bottom:5px"> <strong> <a href="https://www.slideshare.net/JulieBPO/saas-practical-lessons-from-hr-buyers-isg-final" title="SaaS: Practical Lessons from HR Buyers" target="_blank">SaaS: Practical Lessons from HR Buyers</a> </strong> from <strong><a href="http://www.slideshare.net/JulieBPO" target="_blank">Julie Fernandez</a></strong> </div>[/embed]
 
Amongst the trends and themes I picked up from Julie, were :-
 

- HR Buyers are cautious, ‘letting the dust settle’ on SaaS providers as they review their current HR Operating Models and future needs. 

- The rise and rise of Workday has actually breathed life into the HRO market – NGA HR, IBM and AON Hewitt are implementing or have HRO contracts using Workday software.

- HRO Buyers want both SaaS and services together, however are not willing to lose portal, chat, contact centre solutions that have been developed over last 10 years.  Expect HRO providers to develop solutions in this space. 

- There is a 15-20% HRO penetration level for orgs with >10,000 employees and there has been more new buyers in last 8 months than previous 2 or 3 years

- According to ISG, it seems HRO is not dead yet and in fact SaaS will actually stimulate market.

One of the HRO vendors told me that the Workday (SaaS) HRO deals are certainly smaller in size, which does tend to support Mike’s view on the impact of SaaS – it does reduce the HR work required.
 
Are the claims of the HR Technology industry in ‘Cloud Cuckoo Land’ ?
It is natural to have some healthy scepticism about the claims of the HR Technology providers on the latest generation of HR systems. (especially if you’ve had as many sleepless nights as me working on Transformation Programmes over the last 20 years!).
 
Haven’t we heard these promises from the HR Technology industry before ?    The claims are remarkably similar to the promise of ERP systems back in the 1990s.
 
That the new generation of software will be rolled out to willing managers enabling them to be more productive, more self-sufficient and  will help them manage their teams more efficiently.
 
Did the technology deliver the promises? Well generally, no.
 
One of the reasons that HR is no more strategic than back in 1995 is that HR Technology has not delivered the promises.  There are lots of other reasons why, and I refer to them in other posts “How to avoid HR Technology bogeys” and “Is your operating model fit for the future?”.
 
Part of the problem is that the software ultimately has to be used by those pesky human beings.  So we need good communications, training and support.
 
Isn’t SaaS or HR in the Cloud, just the ‘next wave’ of HR systems I hear you say?  We expect better functionality and usability in each new release, and HR Directors or managers don’t really care where the servers are located.
 
What is it about SaaS in particular that will drive such process standardisation compared to just another release of software ?  We still need to persuade employees to work differently. 
 
One of the great benefits of going with a SaaS solution is we do not have the expensive and time-consuming customisation fudges.
 
You get what you are given in terms of functionality and then configure for your organisation.  There will be a need to use the system provided for your HR Processes, and so there will still be change management required.  This will reduce the HR Service cycle times and the HR administration support needed - which is all good news as these savings can be spent on more value add activities.
 
Is SaaS a catalyst for more or less HRO ?
In my opinion, The 'size of the pie' will decrease (not as much as tech firms say) but the HRO slice will increase
 
In other words, there will be less work overall due to the benefits of implementing standard process, however, the proportion of work outsourced will stay the same or increase.
 
The drivers for RPO and HR Outsourcing will still be there.  Standard software will make transitions easier with consistent service levels – increasing the appeal of outsourcing.
 
Over the next couple of years we will see lots of activity with reviews of HR Operating Models, implementation of new HR systems, and more HR Outsourcing contracts. (and hopefully roughly in that order!)
 
The Workday marketing machine will get to your Board and you will need to have worked out your plan.
 
So as the 2013 HRO Today Forum ended, the HRO industry could be heard to mutter a collective breath of relief and echo Mark Twain,
 
"The reports of my death have been greatly exaggerated". 
    
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6 Key Questions to Ask before HR Outsourcing

HR Outsource - from HR Transformer Blog
 
 
 
 
 
 
 
 
 
 
 
The HR Outsourcing industry is alive and kicking.  
 
Last year we highlighted the Most Important HR Outsourcing Contracts of the last 2 Years,  which highlighted large contracts and renewals in South America and Europe.  Next week I will be attending the 2013 HRO Today Forum, in London, where I expect to hear news of new contracts and developments in the world of HR Outsourcing.
 
I am particularly looking forward to the panel discussion “From Transactional to Transformational, Next Generation of Outsourcing” representing Buyers (David Mason RBS, Richard King Procter & Gamble) and HR Vendors (Mike Ettling, former CEO NGA HR, and Hew Williams from Capita).
 
For the Buyers of HR Services, there is strong demand from organisations who want :-
• Standardised HR Services
• Reduced Cost to Serve 
• Access to innovative workplace tools and technology 
• The business benefits of Big Data
 
From my experience as someone who has sat on both sides of the Outsourcing fence, there are challenges facing HR Directors when considering whether to outsource, they are broadly categorised as :
 
Internal – the readiness of your organisation to embark on a big change
External – finding a suitable partner who can deliver your requirements now and in the future. 
 
So if you are thinking of outsourcing one or more HR processes, here are 6 key questions to help you avoid the pitfalls.
 
1. How will outsourcing fit with your future HR Operating Model and HR Strategy?
 
In my recent keynote speech on the Future of HR Operating models, I outlined some of the technological and workforce drivers that will influence how we manage people in the future, such as, the rise of freelancers, our ageing workforce and the demand for more mobile services.
 
Before spending money on technology and external services – it is worth reviewing your overall operating model and HR service catalogue – which are essential to running the business (e.g. Payroll, Recruitment) and which might not be worth the effort (e.g. Performance Management) ?
 
Also review the capabilities you will need within your organisation (Analytics, Change Management, Vendor Management, HR Strategy) moving forwards and which are fine outside.
 
Any outsourced HR services need to be flexible enough to support your future HR Strategy, whether the focus is on improving workforce productivity or developing new talent.
 
2. How mature is your HR process or service?
 
Making an honest assessment of the maturity of the service you want to outsource is an important step to help determine if you are dealing with a ‘broken’ service, or one that only requires fine-tuning to your customer’s needs.
 
There are lots of lessons learned from trying to outsource broken processes to a 3rd party, and in reality this works only in certain circumstances.  It is critical to understand and be clear on why the process is broken in the first place, which is usually a function of people, process and technology.  
 
If you plan to transform the service as you migrate it outside the organisation, then allow for the extra time and resources for additional change management.
 
On the other scale, if you know pretty much how much it costs to deliver the service, what the customers think of it, and have some control of your service levels – then it is a much easier equation.
 
3. What is your ability to manage third parties?
 
Some organisations are historically very good at managing third parties, there is a strong procurement team, you have a track record of building good service relationships, and in return receive a good service.  Other organisations have less experience, and are simply more comfortable managing everything in house.  
 
Before you move to a strategic partnership, look at the capability you have in your organisation.  Do you outsource other services in IT, Finance and Marketing?  What procurement support is available? Do you have a standard contracts and governance models you can utilise?
 
4. What is your organisation’s appetite for change?
 
Whether the service you want to outsource is broken, brilliant or doesn’t yet exist – what you are planning involves a significant change.  Work out the change impact on employees, managers and whether there is appetite for changing the way people work.  If this follows on from a painful technology implementation – think about the best timing.
 
5. Could HR Outsourcing in the Cloud work for you?
 
Regardless if you call this service ‘BPaaS’ or ‘HRO in the Cloud’ – there are some clear benefits and pitfalls with this outsourcing option.   For HR Directors, this has the potential for killing two birds with one stone.
 
Firstly outsource chunks of your HR processes on a standardised platform.  
 
Secondly, while you are doing it, outsource the management of your HR Technology platform, therefore avoiding the cost and hassle of keeping up to date with the latest HR Technology.  
 
We are currently at an interesting time in the development of HR Technology, and the delivery of HR services are interwoven.
Take a look at my recent summary of HR Technology trends in Big Data, Robots and Cycle Paths  including the end of the HR enterprise software era. Speaking of the future, this brings us to the final point…
 
6. Where will your vendor be in 5 years?
 
In our article the “HR Outsourcing – The challenge of picking winners”, we mentioned that you need to look at the market longer-term.  The last thing you want is to persuade the board to outsource some HR and possibly HR Systems – and then for your vendor to be taken over.  At worse the vendor leaves that part of the HR Services market, at best, they are distracted for years and your service dips.
 
With plenty of mergers and acquisitions expected in the future, it is important to have a view on who is going to be in the HRO business in 5-10 years’ time, and which technology platforms will be leading edge and even offer you competitive advantage.
 
 
You pays your money (and you take your chances).
 
So there are 6 questions to start with to avoid dropping sauce on your tie.  There are plenty of others, but let me know if you have any questions about HR Outsourcing, the benefits, the pitfalls, the market or share your own questions with us.
 
I’m really looking forward to the HRO Today Forum, it will be great to see some familiar faces to swap notes, but for those that can’t make it, check out my coverage for what promises to be an engaging event. Follow me on Twitter @AndySpence and tweets next week on the twitter hashtag #HROToday
 
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HR Tech Europe 2013 - Big Data, Robots and Cycle Paths

 
Andy Spence discusses Future of HR with a Robot at HR Tech Europe 2013
 
 
 
 
 
 
 
 
 
I have always found Amsterdam an inspiring place to be.   As you walk by the canals you experience the artistic and technological ambition of its residents with its rich history as the hub of a global trading empire.
 
The reason Amsterdam is still a thriving global hub in oil, diamonds, flowers and ideas is not because of its location or wealth but to it's engineering excellence and vision.  
 
Nearly one-third of the Netherlands is below sea level and prone to floods. In the 1950s, a series of dams, sluices, locks, dikes, levees and storm surge barriers were constructed to radically reduce the change of flooding. The American Society of Civil Engineers called it one of the Seven Wonders of the Modern World.
 
Just like the engineers who enabled Amsterdam to survive, and flourish, many delegates at the HR Technology Europe Conference have goals to provide the technology infrastructure required for their organisations to thrive.  They provide the right technology and tools in candidate selection, training, collaboration, productivity or basic workforce management.
 
The conference chatter and tweets was about psychopaths, psychos on cycle-paths (a hazard in Holland!), robots, the jargon of behavioural science, big data and predictions about the future of work.
 
Some facts and figures :-
 
• 1439 delegates attended
• 42 nations were represented
• 1 cute robot attended
• 8,245 tweets using hashtag  #HRTechEurope
82 tweets by myself plus 125 mentions – not bad as I was in listening mode this year - thanks to HRMarketer for the analysis
• 57%  of male vendors wore brown shoes (Thanks to @AndyHeadworth but you should always check your data source!).
 
Whether you were there or not, Download Presentations from HR Tech Europe 2013 and View some fantastic photos from Heather Bussing and others.
 
As I have written before, in Why HR Need to be Technology Champions, this is an exciting time to be working in HR, Technology and Org Development.  There are some important strategic choices to be made about the future of technology in our organisations.
 
Here are some themes for buyers and vendors of HR Technology that emerged for me in conferences sessions, conversations and tweets.
 
Its all about the strategy 
In Professor Costas Markides session, “Make your Strategy process democratic” he demonstrated why the first stage of the development of ideas needs to be democratic.
A question for HR Directors, is how widely did you cast your net for ideas into your HR Strategy ?
As Naomi Bloom outlined in her keynote,"Poirot's Order And Method: Making the business case for HR Technology" the starting point for any business case should be “what is the vision, metrics, value targets that matter?”
 
There is no point buying HR Systems that do not support the HR Strategy that in turn does not support your business strategy and goals.  Naomi in a later session also provided some useful historical context of HR systems and data requirements which have changed completely over the years. Put bluntly, the code and data structures that supported our organisations yesterday will not do so in the future.
 
The end of the HR enterprise software era
John Sumser took the historical perspective further in his session, "Re-engineering The Human Resources Function" in his view we are at the end of the HR enterprise software era, in terms of maturity.  The HR Technology industry has done its job well and provided automated solutions for most HR processes and in John’s view we should not expect much innovation at this phase.
 
However, very quickly we will move to a new exciting phase which will include integration of new data sets from outside HR from aggregate health care data, labour market data and actual work measures.  This really has the potential to transform workforce management, and provide competitive advantage to organisations who adopt early. Imagine the possibilities of predicting peaks and troughs in employee performance by merging HR and performance data with health indicators?  Of course there would be a few privacy concerns to iron out in this brave new world.
 
Talent minus Big Data = Unsubstantiated Rubbish
On the topic of data, there was lots of talk of Big Data, Nick Holley from Henley Business School gave a very interesting presentation on “Talent minus Big Data = Unsubstantiated Rubbish”  and also won the prize for best session title.  Nick gave good examples of using data analysis to solve business problems and told delegates that one of the most successful talent tactics is to identify and manage out the narcissists & psychopaths in your organisation.
 
Josh Bersin, in his session “The Datafication of HR” also demonstrated how HR Analytics could smash some organisational myths such as “people from top universities with good grades are high performers”.  Josh illustrated how HR has been evolving big data solutions for years and presented some great pointers in building this capability into your HR Operating Model.  We need to look at the current capabilities we have in HR and recruit people who are comfortable with data. 
 
One of the iHR Award 2013 finalists, MacroMicro, showcased a tool that sits on top of your HR data providing visualisations of your organisation (just don’t let the CEO get their hands on it until you have done a bit of data cleansing).
 
Visualising and playing with data is fun but this all needs to link back to your strategy, we need to start with the Business Problem we are trying to solve.
 
HR Technology Buyers are at a crossroads
‘61% of HR Professionals are changing their HR Technology in the next 18 months’ – with all the workforce and technology changes out there, there is understandably some hesitation in making long-term buying commitments.   In his presentation to industry analysts the day before the conference, Adel Al Saleh, the newish CEO at NGA HR (used to be Northgate Arinso)  gave his view that ”More HR Technology options has created inertia as organisations take time to review their technology and services landscape”.
 
I can understand why, and demonstrates why this is a good time to ask yourself, “Is your HR Operating Model Fit for the Future?”.
 
Congratulations to Appical who won the iHR Awards 2013 with a successful product and an innovative pitch.  They made the case for turning onboarding new employees into something much more fun with cutting-edge technology and social media.
 
The industry behemoth, Oracle, intends to continue to invest heavily in HR Solutions according to Mark Hurd at Oracle.  Mark also brought along his robot, Oscar, who is seen in deep conversation with myself about the future of HR.  After a couple of cocktails, Oscar confided that he planned to deliver a session next year on “The new field of Robotic Resources – RR”.
 
Finally, looking into my Google HR Glass (John Sumser predicted 10% of delegates will be wearing these at the Conference in 2014)  there will be lots of HR Tech contracts signed in 2014.  
 
I am looking forward to the HR Technology Europe Conference in 2014 and seeing how this group of  Workforce Visionaries will be building the technology infrastrucure for our future organisations to thrive.  And through my Google HR Glasses, I will also be watching out for less organisational psychopaths, psychos on the cycle paths and robots doing more HR and the odd keynote speech.
 

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