The above diagram shows a 4 tiered HR service delivery model in which HR shared service centre forms a central role in delivering services.
Tier 0 is becoming increasingly important to drive excellent employee experience to meet the expectations of employees and to retain & enhance organisatonal intelligence which is even more important as old model of employees going through detailed class room training and preparing for the job is becoming irrelevant. Technologies like case managment tool, knowledge management , document management, chatbot, digital adoption platform, experience platforms playing important role to strengthen Tier 0 service delivery.
Tier 1 strive for better customer satisfaction with standardised streamlined SOP driven services with a high focus on delivering services faster with first time resolution.
Tier 2 focus on specialised services where quality of service, efficiency and flawless delivery is key.
Tier 3 services is to resolve issues and exceptions, it is key to keep minimum queries going to HRBPs and COEs, this is where a real human touch and empathy can make a big difference.
Below diagram shows the flow of information for employee query and HR transaction based on the tiered service delivery model
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ReplyDeleteThe article discusses the evolving role of HR shared services in the digital age, presenting a four-tiered model. Tier 0 emphasizes technology-driven outcomes, while Tier 1 focuses on efficiency and customer satisfaction. Tier 2 emphasizes quality and specialized services, while Tier 3 emphasizes human touch. The article highlights the importance of balancing technological innovation and human connection in HR practices. personal injury lawyer chesapeake
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HR shared services are evolving to meet the changing expectations of employees, with a focus on efficiency, technology integration, and personalized support across multiple tiers.
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ReplyDeleteThis tiered HR service model is a smart way to balance efficiency with employee experience. Tier 0’s tech-driven self-service is especially crucial for today’s digital-savvy workforce. It’s great to see how tools like chatbots and knowledge platforms are enhancing employee interactions. Also, Tier 3’s focus on empathy ensures the human touch isn’t lost. A well-structured, future-ready approach!
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