Human Resources - Going Beyond SLAs to Improve HR Process Performance

The Challenge

• Composite SLA's were difficult to understand and track
• SLA's reporting and approval processes took up to 6 weeks
• Data could not be validated and were changed without approval
• Reports delivered in giant spreadsheet files
• Penalty situations created without full background data
• New service requests were lost and took weeks to process
• Manual and ad-hoc process for changing service requests 
• Lack of consensus building during change request process

The Solution

The Results

• SLA reporting delivered within 1 week from the end of the month
• Accurate SLA's tracked daily and alerted before reaching penalties
• Audit trail of all changes in reports and metrics
• New service requests processed with 40% lower cost
• New service requests completed in days versus weeks

Human Resources Outsourcing, HRO Lower Costs