Creating a Shared Service Function to Support Organisational Growth

Creating a Shared Servicefunction to supportOrganisational Growth

People Services

Delivered byGary BoothDirector of People ServicesThe Co-operative

Gary BoothDirector of People ServicesThe Co-operative

Established 1884 Largest co-operative in the worldUnique family of businesses – 5.5 million membersTurnover £14 billion 110,000 employees Over 5,000outlets 20 million customers per week 5th largestgrocer in The UK Voted UK’s most ethical brand £multi–million investment in the largest re-branding exercisein UK Corporate history Acquired Somerfield and Unitedamongst others Britain’s largest farmer

PeopleServicesToday

The 7stepsto success!

BusinessStrategy

HR Strategy & Objectives

HR OperatingModel & Service Delivery Model

Audit - As is/To be

Vision & Key Deliverables

TransformationA NewBeginning

Liberating yourbusiness throughexceptionalpeople and service

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Business Strategy alignment

MarketCompetition

OrganisationCapability

LeadershipCapability

HR StrategyBusinessStrategy

Key BusinessDrivers

Attract

Utilise

Retain

Develop

HR

Policy

Procedures

Processes

Plans

Activities

KPI’s

Business Strategy

linking Business Strategyto HR activity

Integrationof keyactivities

1234567HR Strategy &Objectives

Develop a culture whichrewards andrecognises contribution to business objectives

TalentManagement -

Building capability

Establish avalue-addingHR operating

model

Performance management anddevelopment

HR Strategy and ObjectivesHRObjective

HRStrategicImperatives

HRInitiatives

To create by 2012 a high performance organisation, recognised as the world’smost successful consumer co-operative business

ReviewHR

function capability

linking HR activity to Strategy and Objectives

Build a modernHR systems

platform (Oracleand Intranet)

Develop a new HR function operatingmodel

Core Capabilities

1234567Delivery Model

Bringing the HR Model to life

What does The Co-operative need todo in People terms to support itsgoals and strategies?

What services will HR provide and how willthey be delivered?

1

4

What is HR’s role and howwill we know it is workingwell?

2

What needs to be putinto place to supportthat delivery?

3

Web Enabled Self Service

HR BusinessPartners

Centre of Excellence

SharedServices

ServiceDeliveryModel

Alignment with Co-operativeBusiness Priorities

Governance &Measurement

HR Processes and Technology

HR Organisation & Capabilities HR Policies

Audit findings As is/To beProcess

1234567AuditAs is/To be

As is To be

Manual Processing

Combination of Manual &ElectricalProcessing

Manage out local processesImplementcommon end-to-endprocesses

Knowledge and customerdriven processes

Too much manual intervention, no clear end-to-end process within Operation.

Common process & standardsmeeting best practice levels

Audit findings As is/To bePeople Audit

As is/To be

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Clear potential and ‘can do’attitude, however more emphasison our internal capability

Best practice methodology,providing knowledgeable andhighly multi-skilledprofessional staff

As is To be

Clerical Low skills

Clerical Medium skills

Administrators and Specialists High skills

Deep competency,enterpriseexpertise

Audit findings As is/To beCustomer Audit

As is/To be

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As is To be

LimitedConfidence

Customer centricapproach - SLA’s

Customer/supplierrelationship

Partnership

Business Partners did not seevalue of our centre and were notsure what good looked like

Customer focused approach, high quality products & effective/efficient delivery of Service

Audit findings As is/To beTechnology Audit

As is/To be

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As is To be

Basic officeapplication

Common online,web and workflowsolutions

Fully integratedsystems

Web ProductsPaper

Defined the HR Operating/Service Delivery Model and builta robust technology platform

Behind other Shared Service centres. Limited systems integration

Visio

n

Key I

nitia

tives

Build

ing

Bloc

ks

Enab

lers

Liberatingour business

through exceptionalpeople and service

Build

ingBl

ocks

Continuous Improvement

Team Values

Group Values and Principles

Process People Customer Technology

Back to Basics Baseline HRSSend-to-end

Aligned AgreedAware

An exceptionalteam

Liberatingour business

One way enabling success

Shared Service Transformation -A New Beginning

CustomerFirst Ethos

Maximising our end-to-end systems potential

High Quality Service Standardsand Measures

Culture of People Excellence

Customer RelationshipsChampions

Shared Service Modernisation - Tools for the job

Governance Controls and Quality Adherence

Shared ServiceRoadmap

PerformanceManagement toolkit

LeadershipCapability

Marketing Programme &Project Management

StakeholderManagement

Intranet

Transparent and Rewarding Career Progression

Customer DrivenOperational Delivery

Management Information - One version of the truth

PeopleServicesvisionand strategicframework

1234567Vision & Key Deliverables

RebrandRelocationNew nameNew identityNew values

…NewBeginning

Culture Creation

Relocation

1234567TransformationA New Beginning

Culture Creation –Ourvalues

Trust, respect and support each other.Integrity in all our actions. I will always do what I say.Truly add value.Hold the meeting in the meeting.Aim for alignment on all issues and follow processes.Openly communicate and challenge constructively.Make time to enjoy and celebrate.

We can, we will… Together.


Enhancing skills and opportunities

Operational skills and knowledge How to run a Shared Service centre

Process re-engineering skillsBecome much more effective & efficient

Technological skills Where technology can and cannot help

Organisational dynamicsUnderstanding the Business & individuals

Programme & Project Management skillsProjects carried out effectively

Commercial and Business skillsWhat really adds value to the Business

Business Transformation and Change skillsBusiness engagement through smooth transition

“ Enhancing skills and opportunity.”


20082009

2010

78%74%

66%

55,000employees

78,000employees

110,000employees

•Gary Booth joins August 2008

•100 Day plan•New Vision•Strategic frame work•Three year road map•New structure• Process aligned teams• New Management tier

•New offices•New name, new identity – PeopleServices

•New values•Year of the People•Customer engagement programme •Oracle upgrade•Governance structure agreed•CI programme implemented•SLA’s and processes formalised•HR change board designed•Weekly to monthly payroll integration•United Integration – 18,000 FTE•Business Change team•Somerfield business change programme •HRBP forum•Lothian Integration – 1,500 FTE•Appreciation awards

•Plymouth Integration – 3,500 FTE•Self Service Oracle•Self Service cronos•Telephony•Somerfield Integration – 27,000 FTE

•Quarterly customer service surveylaunched

• IIP accredited•People Services Appreciation Awards

People Services Transformation Journey......on top of business as usual

**

*

*1234567TransformationA New Beginning

• We are expanding our service offering– delivering new and extended services.

• We are delivering The Co-operative Group Resourcing programme.

• The team will grow in size, capability,importance and focus.

• There are new career opportunities andteam members will be in new roles, developingnew skills.

• We will have full control and accountability for Oracle functionality.

• A full HR governance framework will be in place that will include a strong focus on benefits realisation.

• We are consistently following best practiceacross the team regarding how we deal with our people.

• People Services is driving businesstransformation in HR.

• We are delivering the ‘Year of the Customer’.• Lean and Continuous Improvement will be

embedded across the organisation.• We will have accurate and credible metrics

(internal and external) and be able todemonstrate our business value.

• We are a professional Shared Service functioncommitted to our customers’ needs, which isrespected and valued by the business.

TalkBack engagement

survey increases Our Goals by

the end of 20112011

1234567Liberating your business

Understand end-to-endProcesses

*Liberating ourBusiness throughexceptionalPeople & Service

Strong Leadership

Risk andComplianceManagement

Customer Centric Service

Flexible Portable Scalable

Service Led Design

Quality and Value Decision

Making

Talented People

BusinessStrategy

HR Strategy & Objectives

HR OperatingModel & Service Delivery Model

Audit - As is/To be

Vision & Key Deliverables

TransformationA NewBeginning

Liberating yourbusinessthrough exceptionalpeople and service

1234567Every time your organisation goes through a Change programme,restructure, acquisition or re-evaluation of business goals youshould go through these steps.

The 7stepsto success!

David Fairweather · Deborah Brash · Sharon Batten · Gillian Connolly · David Walker · Alison

Carney · Jean Ross · Sue Shallow · Linda McMeekin · Jordan Devlin · Stacey McLellan · Heather

Evans · Nicola McDonald · Lorraine McFadyen · Pamela McGinness · Emily Graham · Stuart

McLelland · Yvonne Morton · Janice Sharp · Susan Paterson · Margaret McLaughlin · Catherine

McHugh · Joyce Gamble · Constance McGhee · Alison Glen · Alison Guinney · Margaret Hailes ·

Gail Geal · Lindsay Butterworth · Daniel Farnum · Matthew Chadwick · Thomas Holden · Marlene

Bolton · Kelly Holt · Evangelia Hayes · Leanne Cohen · Laura Dachraoui · Anita Goczan · Rachel

Schillinger · Gina Wilkinson · Claire Potts · Valerie Evans · Charlotte Haworth · Michelle Beaumont

· Stephanie Whyatt · Karen Burt · Stacey Kay · Curig Owen · Natalie Martin · Rifat Qureshi ·

Joanne Bradbury · Tracy Bowker · Elizabeth Reilly · Stacey Walker · Alycia Hanson · James Harvey

· Alex Brumby · Sarah White · Sara Cox · Mark Boyer · Lynora Waddell · Jennifer Clugston · Gillian

Spies · Joanne Hosie · Helen Oswald · Carla Jess · Anne Marie Fox · Bryony Booth · Leigh Adams

· Simon Povey · Kelly Barber · Linda McIntosh · Ana Carloto · Paul Tempia · Laura Pletan · Natalie

Meredith · Paula Skelly · Patricia Wright · Gemma Robertson · Katie Bellis · Victoria Purdie ·

Harley Stoker · Angela Docherty · Gary Booth · Nathan Bell · Manisha Gohil · Emily Towey · Paul

Brooks · Tanya Crowther · David Kerry · Ian Breen · Michelle Evans · Zahina Bibi · Gemma Streeter

· Ayshea Kaur · Andrew Bolton · Paul Field · Dominic Malone · Bianca Choudhary · Abigail Main

· Daniel Stead · Suzanne Ferriday · Brendan Kennedy · Laura Thompson · Emily Turner · Claire

Bannister · Collette Bolton · Melissa McDermott · Lynette Craig · Hazel Thom · Julie McCulloch

· Hayley Haughton · James Maynard · Steven Birch · Cassie Bird · Margaret Perrin · Elizabeth

Clarke · Jacqueline Howard · Jacqueline Green · Jacqueline Ovens · Wendy Standerwick · Heather

Unwin · Maureen Kingscote · Edyta Lietzau · Carly Jones · Stephen Cliens · Margaret Wolschke

· Kevin Devine · Sharlene Kerr · Erin Schweppe · Rebecca Lynn · Jaimy Owen · Gabriela Gaffey

· Susan Drake · Georgina Jones · Alistair McCabe · Michael Marsden · Daniel Chan · Claire

Newton · Emma Fisher · Loren Gibson · Elizabeth Potts · Stacey Forbes · Victoria Miskell · Steven

Bacon · Jonathan Cannon · Emma Brisbane · Daniel Carter · Emma Ryan · Helen McMillan ·

Katherine Laden · Joseph Green · Ian Cullie · Diana Nelson · Louise Summers · Joanne Murphy























































It’s ourpeoplethat areimportant.If you’ve got theright cultureand you apply thisprocess then you’vegot a winningformula to take on anything yourorganisationthrows at you.

This isour story

People Services

Creating a Shared Service Function to Support Organisational Growth

Business

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