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Renault-Nissan improves its HR SSC productivity by 30%
2 April 2009:
The Challenge: Establish an HR Shared Services Center to increase efficiency in HR processes
Renault-Nissan, France’s top-selling automobile manufacturer and first multibrand automobile conglomerate, employs over 130,000 people worldwide. As a strategic move to reduce costs across the enterprise, Renault-Nissan sought to establish a shared services center to manage HR requests. However, Renault-Nissan also wanted to have the appropriate tools and technology in place to efficiently manage the HR processes in the newly created shared services center. Additionally, they needed a software solution that would be rapidly adopted by managers and employees, and scalable enough within the HR SSC to manage the demands of 25,000 employees.
The Solution Requirements: Complete case audit trail, sophisticated reporting Renault-Nissan launched its shared services center in order to take advantage of the cost savings generally associated with this business strategy. After completing this first strategic initiative, Renault-Nissan managers quickly grasped the importance of improving efficiencies and employee satisfaction. The shared services center for human resources has seven operational teams: three groups of first-level support for administrative tasks; one group of dedicated agents for executive support; technical support; managerial reporting; and one group of experts to receive the more challenging cases. HR managers needed a method and enabling technology to organize those groups and maximize performance. Renault-Nissan’s incumbent back office solution, SAP, was re-engineered to manage workflows and organize requests, however it did not produce the desired results. Essentially, SAP was designed for certain tasks, which it performed perfectly well, but Renault-Nissan needed an additional system designed for its own specific HR demands. Additionally, as workflows and methods of inquiry became more complex within the HR environment, the need for an easy-to-use, dedicated managerial system become glaringly evident. Renault-Nissan began to research new solutions about which to concern their HR SSC technologies. The 53 HR SSC agents at Renault-Nissan receive approximately 3,500 requests per day, three-fourths of which come through e-mail and the remainder by telephone. The new solution would have to provide the following:
- Productivity increase of at least 30%
- Case tracking with a complete record of the inquiry and its resolution process
- Reporting for daily performance, queue management, and strategic objectives
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Source: Neocase Software
