Due Diligence Deployment Model for HR Transformation

Abstract

Organizations with human resources are facing many challenges while providing high quality service to their employees. Worldwide, HR organizations deployed HR helpdesk for handling the queries and inquiries of employees. They are managing employee queries over email, chats and over telephone by providing consistent solution and assistance to them. Many organizations already deployed helpdesk system which handles the employee queries. This method can work well for smaller organizations, but in larger organizations they often lead to frustration and confusion among HR. HR Case Management technology is a BMC remedy which simplifies this process for HR teams and employees to raise the ticket, which gets automatically routed to the right HR agent. The study shows the transitioning from manual helpdesk to deployment of HR Case Management tool by conducting surveys with the organizations which had already deployed query management tool for their employees. Data analysis technique i.e., Gap analysis is used to identify the gaps between helpdesk and HRCM tool and Pugh matrix is used to choose the best practices and features from alternative set of solutions. This research will provide the information and benefits of implementing HRCM tool, to the organizations who are planning to deploy automated tool for handling the queries of their employees. In this research, survey has been conducted with the companies which have already implemented the automated tool in their organization, this will help the HR to recognize which features and best practices to be adopted for their employees. The operations and HR service function focused on providing automation, knowledgebase, transparency to employees, proper collaboration and employee file management capability to HR department.