cross border capability with sfia robert demare

Robert Demare Deutsche Post DHL IT Services

Cross-Border Capability with SFIA*

* Skills Framework for the Information Age

Page SFIA – Skills for Digital Business: March 7, 2013

Deutsche Post DHL

2 2

We have a truly global operation, with locations in 220different countries and territories

We touch approximately

5%of the global trade volume through our extensive network and infrastructure

We employ more than

500,000employees, and are one of the top ten biggest employers worldwide

1millioncustomer interactions every hour

We manage more than

Our strength in numbers







We employ more than


We employ more than



We manage more than


We manage more than




What we did

Context and situation

Agenda

What we learned

Early benefits

Page SFIA – Skills for Digital Business: March 7, 2013 4

Corporate structure

MAIL EXPRESS

GLOBAL FOR-

WARDING, FREIGHT

SUPPLY CHAIN

Corporate Functions

GBS

Corporate Center

Business Unit IT – Mail BU IT – Express

BU IT - DGFF

BU IT – DSC

BU IT – GBS &

BU IT Corp Ctr.

IT Services (a shared service for DPDHL)


Tempe (U.S.) 40 people

Cyberjaya (MY) (Data Center)

910 people

Darmstadt (DE) 372 people

Bonn (DE) 343 people Prague (CZ)

(Data Center) 1,330 people

Country IT, Europe 210 people

IT Services operates a large scale IT infrastructure in key locations and supports 800+ business applications globally with nearly 3,200 SLA’s

5

IT Services – a Global Footprint


- Employees couldn’t understand the career model

6

Situation (1)


“Business Technology Consultant” (Malaysia)

“Consultant” (Prague)

“Business Technology Advisor” (U.S)

“Senior Expert” (Germany)

Situation (2)

‘Consultant?’

“First Choice Way Advisor” (ITS ‘Lean’ Program)

Over 500 job titles covering 3200 employees!

7


• Many authors for role profiles

• Inconsistent descriptions of skills

• With each new organization change, new profiles would get written for people who were doing essentially the same kind of work

8

Situation (3)


Individual Development Plans were mainly training-based

9

Situation (4)


What we did


Agenda

What we learned

Early benefits


By the end of the project we’ll have around 75 – from over 500!

1. Aligned and simplified role framework


Version: 1.1 (January 2012)

Reports to (title)

Business Unit

Job Family

GradeGeographical scope

Role Purpose

To provide structured analysis of customer requirements and use this knowledge to provide a well founded perspective within a project/works package (new services, deployments, service take-on) which meet the needs of the customer (regional or global) . This includes the analysis of functional, technical and business requirements which may contribute to the successful design and build and implementation of solutions, supporting business cases and other related documentation such as business or system requirements documents.The role assumes some technical and/or business process expertise, and a responsibility in ensuring that solutions are delivered in line with business requirements of external/internal customers and aligned with architecture recommendations (as well as budgets, timescale and quality).

Consultancy Overall:Provides well-informed advice, typically on more than one topic, taking steps to ensure that it is properly understood and appropriately exploited, to enhance the effectiveness of significant activities. Business Consultant Specialism:Analyses business processes; identifies alternative solutions, assesses feasibility, and recommends new approaches. Contributes to evaluating the factors which must be addressed in the change program. Helps establish requirements for the implementation of changes in the business process.Technical Consultant Specialism:Maintains knowledge of specific technical specialism's, provides detailed advice regarding their application and executes specialized tasks. The specialism can be any area of information or communication technology technique method product or application area

IT Services - Solution Delivery

Career Function Consulting

Career Level

Role Profile Role Details

Role Title Consultant Head of Department / Manager of Team within SSA

Corporate / Business Division Global Business Services (GBS)

Required Level

4

4

4

5

4

4

3

5*

5*

Selling Interacts effectively at various levels in the organization using both direct and indirect influencing approaches to gain committement from others

Systems Design*

Specifies and designs large or complex systems. Selects appropriate design standards, methods and tools, consistent with agreed enterprise and solution architectures and ensures they are applied effectively. Reviews others' systems designs to ensure selection of appropriate technology, efficient use of resources, and integration of multiple systems and technology. Contributes to policy for selection of architecture components. Evaluates and undertakes impact analysis on major design options and assesses and manages associated risks. Ensures that the system design balances functional, service quality and systems management requirements.

* for Technical Consultants only

Technical Specialism* Maintains knowledge of specific technical specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.

Requirements definition and management

Facilitates scoping and business priority-setting for change initiatives of medium size and complexity. Contributes to selection of the most appropriate means of representing business requirements in the context of a specific change initiative, ensuring traceability back to source. Discovers and analyses requirements for fitness for purpose as well as adherence to business objectives and consistency, challenging positively as appropriate. Obtains formal agreement by stakeholders and recipients to scope and requirements and establishes a base-line on which delivery of a solution can commence. Manages requests for and the application of changes to base-lined requirements. Identifies the impact on business requirements of interim (e.g. migration) scenarios as well as the required end position.

Business Analysis

Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes. Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration. Identifies potential benefits, and available options for consideration. Works with clients/users in defining acceptance tests.

Business modelling

Conducts advanced modelling activities for significant change programmes and across multiple business functions. Has an in-depth knowledge of organisation-standard techniques. Plans own modelling activities, selecting appropriate techniques and the correct level of detail for meeting assigned objectives. May contribute to discussions about the choice of the modelling approach to be used. Obtains input from and communicates modelling results to senior managers for agreement.

Data Analysis

Investigates corporate data requirements, and applies data analysis, data modelling and quality assurance techniques, to establish, modify or maintain data structures and their associated components (entity descriptions, relationship descriptions, attribute definitions). Provides advice and guidance to database designers and others using the data structures and associated components.

Functional Competencies (SFIA) Level Requirement Statement

Consultancy Provides well-informed advice, typically on more than one topic, taking steps to ensure that it is properly understood and appropriately exploited, to enhance the effectiveness of significant activities.

DP DHL Business Knowledge

• Has solid knowledge of main products, services and business processes of their key business and basic knowledge of all other divisions• Is able to use business knowledge and market data to develop solutions and establish clear priorities for actions to increase performance of the division• Is able to contribute to strategic discussions with business partners / customers

SFIA descriptions embedded into all role profiles Integrated with standard behavioral DPDHL competencies

2. Role profiles with SFIA skills as a ‘core’


3. 70-20-10 development guides for 41 SFIA Competencies

13


4. SFIA Employee/User Interface (1)

14


4. SFIA Employee/User Interface (2)

15

Only one Customization: DPDHL Business Knowledge (Critical, Not Covered By DPDHL Behavioral Competencies, and applies to all roles)


5. Strong awareness/communication campaign


What we did


Agenda

What we learned

Early benefits


I have no idea what he is talking about

You will need to spend a LOT of time explaining to people over and over again what SFIA is and how it is meant to be used!! – including colleagues in HR!

1

Lessons (1)


- Start with a group that wants to do it

- Make sure they have a very supportive sponsor

- Get a SFIA ‘Lead’ appointed by the sponsor

- HR supports the process

19

SFIA Lead

Sponsor

HR

2 Pick the right team – and situation to start rollout!

Lessons (2)


Senior Project Manager

Project Manager

20

Get ready for this question:

“I meet the description of the next level, so can I get promoted now?”

3 Things needed…. • A business Need for

the position • The position is vacant • Successful application

to the vacant role

3

Lessons (3)


Leverage what SFIA has Customize only where absolutely necessary – using an ‘industry’ model helps reduce ‘not invented here’ syndrome + translation costs

21

4

Lessons (4)


Remember you will be making a big journey towards HR transparency – not all will be ready to open “Pandora’s Box”

22

“You mean pay-grade levels will be obvious?”

“If you make the career paths so transparent, my key team members may leave!”

5

Lessons (5)


If you are using SFIA to help align roles, do not estimate the sensitivity around job titles – especially in Asia!

6

Lessons (6)


Be careful of some people who just don’t get it… or try to somehow ‘game’ SFIA

(yes – this is a real e-mail I was accidently copied on)

7

Lessons (7)


Learn how to talk about ‘Gaps’ between current experiences and SFIA descriptions

25

8

No – you just haven’t had a chance to do that yet…Let’s

try to get you involved in Sarah’s work with the new

version in her area

SFIA Level 6 ‘System Software’ says: “Plans the installation and testing of new versions of system software” - I’ve never done that…does that mean I’m not performing well?

Lessons (8)


What we did


Agenda

What we learned

Early benefits


Moving from a culture of ‘training’ to a culture of ‘development’ – while reducing direct investment

“DPDHL gives me an opportunity for learning and development” (annual Employee Opinion Survey) Annual direct training

Investment per employee

cross border capability with sfia robert demare

Documents

learnedearly

specific technical

sfia employeeuser

sfia skills

business requirements

significant

data center

business unit