Designing the retained organization from a technology perspective

18 August 2009:

Business processes are delivered by combining workflow, the right people, and the appropriate technology. These three elements, designed to work together, ensure effective service delivery. Often when process transformation fails, a pattern emerges: the experts and decision-makers across these three domains have not been working properly with each other. In the case of outsourcing, which involves managing the relationship with a service provider, there is an even greater potential for dysfunction if the right governance model is not put in place, especially during contract negotiation and implementation.

Essentially, it is necessary to ensure that the required skills and objectives that are clearly defined for all the parties involved are in place at the beginning of the HR transformation journey. Changing direction too late, for example when the discussions hit the implementation phase at the local level, will create new issues because it will lead to deviation from holistic objectives.