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A seven-week diagnostic was conducted in Melbourne, Manila and Bangalore to assess the current state of the HR shared services operations in a number of key areas, including strategy, organization, people, process and technology. The diagnostic was conducted using a five-phase approach: data collection, data validation, gap assessment, prioritization of pain points and proposal of recommendations, and development of an implementation roadmap. This five-phase approach gave the client visibility of the assessment results throughout the engagement.
The Operational Excellence Process Maturity assets of Accenture’s BPO organization helped Accenture do in-depth assessments of each of the shared service center’s HR service areas. Accenture BPO’s Operational Excellence Framework was also used to determine the maturity of the HR global shared service organization’s processes. In addition, Accenture’s Integrated Service Delivery Framework was customized for the client’s HR global shared service organization’s operations.
Based on the outcome of the assessments, the Accenture team proposed a number of recommendations that can help:
Improve day-to-day operations and enhance process maturity across identified areas.
Lift customer service levels and reduce business “noise”.
Optimize processes and tools to improve delivery capability.
Improve and align service management and governance across all identified areas.
Reduce the cost of delivery.
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