questdirect.org first data's roadmap to a successful hr transformation
TRANSCRIPT
QuestDirect.org
First Data's Roadmap to a Successful HR Transformation
QuestDirect.org
First Data's Roadmap to a Successful HR Transformation
QuestDirect.org
Agenda
• Our Company• Our Transformation Journey• Our Technology Roadmap• Our BI Strategy• Q&A
QuestDirect.org
Company Overview
QuestDirect.org
What Do We Do?
Around the world, every second of every day, we make payment transactions secure, fast and easy for financial institutions, merchants and their customers.
We leverage our unparalleled product portfolio and expertise to deliver solutions that drive our customers’ revenue and profitability.
QuestDirect.org
Our Products and Services
QuestDirect.org
Landscape• We process 14,000 transactions per second, that’s 31 billion transactions per month• We process half of all US transactions • We do business in over 50 countries worldwide• One third of the company’s revenue is generated outside the US• We have over 25,000 employees and “on the ground” coverage in 36 countries• PeopleSoft evolution at First Data:
1998 2012
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
1998PeopleSoft HCM 7.0, NA Payroll &
Base Benefits launched in U.S.
2001Time & Labor Launch
U.S. only
2003Global Implementation
completed
2012HCM 9.1, PeopleSoft ESS,
Position Management
1999 - 2012Monthly updates; maintenance
packs, upgrades
2006Upgrade to
PeopleSoft 8.9
QuestDirect.org
Our Transformation Journey
QuestDirect.org
Global HR Technology – Our Vision
A journey to become and continue as a world-class HR organization, where:
• A single source of truth is provided through superior technology
• An increase in quality business partnerships impacting profitability
• Employees’ experiences are consistent
• Talent Management is the mindset
• Job satisfaction increases
• Efficiency & effectiveness is the norm
Key Enablers for our Leaders• Integrated technology suite to enable talent management and drive business results – from hiring to development
to performance compensation
• Real-time, single-source access to employee transaction, profiles & reporting
• Simplification & globalization of HR policies and processes
QuestDirect.org
Global HR Transformation – Pillars for Success
Operating Rhythm and Infrastructure
Change Management
World Class HR
ProcessE
§ Bullet 1
Reduce unit costsTechnology OptimizationProcess Excellence
Process and policy harmonization
Process ownership Consistent tools & process
methodology leveraged globally
Metrics and control plans
HR Globalization
Globalize HR structure Role Clarity Seamless partnership Optimum leverage of Global
HRSC for all global issues Near shore & cost effective
resolution for local issues
PeopleSoft upgrade Payroll consolidation Robust self service tools Enabled full talent
management suite Case management Technology governance
QuestDirect.org
Our Process Excellence Journey
Functional Focus
Active / Reactive
Internal View
Silo Activity
Hero
Process Focus
Data Driven
Customer Voice
Integrated Teams
Leadership
Cultural Shift
The Summit AdvantageShareholder Value &
Quality Leadership
5
4
3
2
1
0
Level 1
• Process Owners• Measurement• Coaching• Reward Structure
Level 2• Continuous
Improvement
Level 3
• Data driven accountability
• Operating rhythm
Level 4
• Cultural Process Excellence
• Customer focused
Level 5
• Process Toolbox• Process Competency
• Leadership• Process Model
BestPractice
BestPractice
• Project Teams
QuestDirect.org
Enabling Our Transformation – Process View
• Consistent employee and manager experience• Consolidated and standardized processes and technologies
across geographies• Process owner accountability & appropriate controls• Robust self-service tools
2211 33
Standardize tools, core business processes and policies and realign across geographies
rather than by
geographies
Implement appropriate process ownership, governance, and ongoing
monitoring process
Deploy integrated talent management technology
with self service capabilities
Custom Project Translation
1.00
1.10
1.20
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1.80
1.90
2.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Pro
ject
s/M
illi
on
Nam
es S
hip
ped
PY
CY
Automated Project Labor Consumption
1.00
1.05
1.10
1.15
1.20
1.25
1.30
1.35
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
La
bo
r H
ou
rs/P
roje
ct
PY
CY
Custom Project Translation
1.00
1.10
1.20
1.30
1.40
1.50
1.60
1.70
1.80
1.90
2.00
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Pro
jects
/Mil
lio
n N
am
es
Sh
ipp
ed
PY
CY
• Disjointed employee & manager experience• Inconsistent business processes not properly integrated with corporate systems• No true process owners or accountability
Current State:
Future State:
Payroll Processing
Greece Japan US
QuestDirect.org
Enabling Our Transformation – Service View
Omaha
Costa Rica
Omaha
Costa Rica
Current State: Future State:
• The HR Service Center handles 8400 direct employee inquiries per month; 95% from US
• 60% of US and less than 5% of international employee and manager transactions are handled via self service
• Employee and manager experience is negatively impacted by the current system which is limited to tracking individual calls rather than providing case management functionality
Full HR Service Delivery• 80% of all employee/manager transactions globally handled through
employee and manager self service• Fully integrated PeopleSoft Case Management tool enabling 95% of
global Tier 2 support to be provided by the HR Service Center• Consistent employee and manager experience through the lowest cost
channels
QuestDirect.org
Enabling Our Transformation – Systems View
PeopleSoft
Symphony
Current State: Future State:
•Current disparate systems & environments•PeopleSoft was not deployed with a global view•“Best in Class” approach to technology•100 + interfaces & integration points
MSS
Hewitt
Mercer
Flex Pay
MetPay
Other
Other
ESS
•PeopleSoft “vanilla” core leveraged globally for employees and contingent workers•Sunset all “Best in Class” applications •Governance process for all technology requests• Standardized processes and technologies across geographies leading to a
consistent employee and manager experience•Less than one half of existing interfaces
Talent Mgmt
NA Payroll
CompTime & Labor
HR HelpDesk
PeopleSoft 9.1 HRMS Suite
QuestDirect.org
Enabling our Transformation – Data View
Sources of Operational data…
Canned reporting
Ad hoc reporting• One- off analytics• Drop-drag parameters
Revenue Production by Team
0
10
2030
40
50
60
70
80
90
100
Revenue Production by Team
0
10
2030
40
50
60
70
80
90
100
Sales DistributionSales Distribution
Q1 Q2 Q3 Q4
Quarterly Sales
Q1 Q2 Q3 Q4
Quartery SalesPeopleSoft HR Analytics
•No single “source of truth” for employees and contractors•Data integrity issues•Focus on reporting data rather than providing business analytics•Highly manual data collection and mining efforts
•Transform fragmented data into actionable information
•Better linkage to financial data
•Visibility into true employment costs
•Enable manager self-service reporting
Current State:
Future State:
Vacation requests in Greece
• Standard reporting package• Read-only capability
QuestDirect.org
Our Technology Roadmap
QuestDirect.org
PeopleSoft 9.1 Deployment Schedule
eCompensation
Int’l Payroll
Core HCM
Manager Self Service
HR Help Desk
Contingent Workers
Profile Management
Career & Succession Planning
Business Intelligence
QuestDirect.org
International Timeline
Year
2012
2013
2014
2015
Q1 Q2 Q3 Q4
Each country deployment will include Global Payroll, Employee Self Service, Time and Labor, Absence Management and Benefits in local language
Vendor Switch Only
QuestDirect.org
Program Structure
QuestDirect.org
Base Upgrade – What we’ve accomplished
Set the foundation for First Data’s “single source of truth”
Improved employee experience
Simplified the technology footprint
Deployed the infrastructure for our integrated global talent management system
Harmonized policied & began our process excellence journey
• Eliminated 60% of report queries enabling capacity for more proactive analytics
• Improved data accuracy and reduced rework by implementing standard PS 9.1 functionality
• Provided a new summary page to review/edit employee information• Delivered additional self service capability for managing personal email
addresses; critical for employee surveys
• Eliminated of 1,900 customizations• Prepared to sunset People Data Manager Tool
• Reduced job codes from over 1,600 to 523• Operationalized position management team
• Standardized 8 self service transactions across the globe (100+ global processes impacted)
• Harmonized 3 time and labor policies• Provided “on the job” coaching/training/mentoring on process excellence tools
to over 50 employees
QuestDirect.org
• Built strong partnerships for strategic guidance and expertise
• Focused on voice of the customer and process work up front
• Harmonized global policies
• Established a formal change management program
• Developed a strong program leadership structure
• Created relationships from other organizations to learn from their experiences
• Leveraged multiple communication vehicles to support a global deployment
• Committed to face-to-face workshops to get a global view
• Gained trust and commitment of our steering committee by providing data driven recommendations
Considerations of a global transformationWhat was key to our success…
QuestDirect.org
• Engaged a Global Change Leadership team and change champions to rollout training & communications
• Provided “WIIFM” to all impacted groups to gain support
•Created clear & consistent communication vehicles
• Implemented a formal training strategy utilizing UPK
• Developed an HR Transformation Video
Change Management – It is critical!
QuestDirect.org
• Don’t understand estimate power of resistance; implement resistance management plans early
• Ensure project managers are experienced in the IT project management lifecycle & education the executives and team members on “what to expect”
• Separate the configuration and track lead responsibilities
• Assign dedicated process experts
• Provide change management training to key stakeholders and project team
• Deliver more change preparedness to key constituents
• Deploy a standard project toolkit prior to kickoff and ensure the tools are being leveraged consistently
• Have a dedicated DBA to build the environments
Lessons Learned – What would we do differently?
QuestDirect.org
Tracy Quinn
VP, Global HR Technology & Process Excellence
+1 (404) 890 2515
Nancy Pannarale
Program Director
+1 (303) 967-5793
For More Information
QuestDirect.org
APRIL 7-11, 2014Sands Expo and Convention CenterLas Vegas, Nevada
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