Copyright © 2010 Bersin & Associates. All rights reserved.
Customer Experience with
Talent Management Systems
What’s Driving Satisfaction?
PRELIMINARY RESULTS
Josh Bersin and Barb Arth
October, 2010
Copyright © 2010 Bersin & Associates. All rights reserved. Page 2
About Us
Who We Are
• Industry‟s primary research firm focused on WhatWorks® in enterprise learning and talent management
Research Areas
• Enterprise Learning
• Leadership Development
• Talent Acquisition
• Performance Management
• Career and Succession Management
• Workforce Planning
• Content Development
• HR Systems
Offerings
• In-Depth Studies and Reports
• Research Memberships
• Workshops
• Benchmarking
• Advisory Consulting
Copyright © 2010 Bersin & Associates. All rights reserved. Page 3
Agenda
The Research Behind These Results
The HR Technology and Talent Management Market
Our Findings
Implementation Stories
What Does It All Mean
More Information
Copyright © 2010 Bersin & Associates. All rights reserved. Page 4
Research For This Presentation
7-month quantitative and
qualitative study
Survey results from more than
700 customers evaluating
approximately 45 providers
More than 30 direct interviews
Updated report available for
members and purchase in
December 2010
Research bulletin on
preliminary results available to
members now
Copyright © 2010 Bersin & Associates. All rights reserved. Page 5
16 Participating Vendors With at Least 10 Evaluations
ADP
Cornerstone OnDemand
Halogen
iCIMS
Learn.com
Oracle PeopleSoft
PeopleClick Authoria
Plateau
Saba
SAP
Sonar6
StepStone
SuccessFactors
SumTotal
Taleo
Ultimate Software
Copyright © 2010 Bersin & Associates. All rights reserved. Page 6
Agenda
The Research Behind These Results
The HR Technology and Talent Management Market
Our Findings
Implementation Stories
What Does It All Mean
More Information
Copyright © 2010 Bersin & Associates. All rights reserved. Page 7
The New Talent Management Framework
Copyright © 2010 Bersin & Associates. All rights reserved. Page 8
2000 2003 2009
Evolution of HR Systems
2006
Integrated
TM
Solutionse-Learning
Compensation
Performance
Talent
2010+
People
Mgmt
Systems
Ma
rke
t G
row
th -
Ad
op
tio
n
HRIS
Benefits
Administration
Compensation
Hiring
Recruiting
Applicant
Tracking
Recruiting
Sourcing
Learning
Management
LCMS
Performance
Management
Competency
Mgt
Succession
Management
Integrated
Talent Management
Compensation
Next Gen
Recruiting
Workforce
Planning
HR
MS
/co
re H
R d
ata
+ T
M
Copyright © 2010 Bersin & Associates. All rights reserved. Page 9
Expanded Breadth of TM Functionality
Copyright © 2010 Bersin & Associates. All rights reserved. Page 10
Evolution of TM Strategy
Performance management integrated with development planning,
succession, talent mobility, and career planning – focusing on internal
mobility and growth
Redefinition of succession management to address talent mobility,
creating agility, skills development, engagement, retention
Revamp of leadership development to address new competencies,
action learning, and leaders teaching leaders – and focus on mid line
leadership
Redefining L&D to focus on capability management, including
formal, informal, continuous learning, and learning culture
Expansion of workforce planning beyond staffing to include
business-integrated talent planning and a total analytics framework for
HR
Copyright © 2010 Bersin & Associates. All rights reserved. Page 11
Evolution of TM Strategy, continued
Use of profile management and social networking to slowly
replace competency management as core to job fit
Development of talent segments and differentiation to help
prioritize investment to “wealth-creating” roles
Replacement of candidate funnel with focus on building a
candidate tunnel, using employee brand – and further integrating
with performance management processes
Now focusing on innovation, diversity, globalization, deep
specialization, and integration as keys to success in the coming
decade
Copyright © 2010 Bersin & Associates. All rights reserved. Page 12
TM Strategy Maturity OpportunitySteady growth in understanding the business impact of integrated
strategies enabled by technology
How “Mature” is your Talent Management Strategy?
© Bersin & Associates, Talent Management Factbook 2010
More than half of all
companies still
have an immature
or no strategy
at all.
Copyright © 2010 Bersin & Associates. All rights reserved. Page 13
Are you willing to sacrifice functionality to standardize on one
vendor?
Integration Becoming a Top Priority1/3 of HR Technology Users Are Willing to Sacrifice Some Features for
Integration – Twice the number from last year
Figure 42
Source: Talent Management Systems 2010, Bersin & Associates, 2009.
33%
21%
46%Yes
No
Not Sure
Copyright © 2010 Bersin & Associates. All rights reserved. Page 14
HRMS
Benefits Payroll
Compensation
Competencies Assessments
Performance
and Succession
ManagementLearning
Management
Workforce
Planning
Workforce
Management
Recruiting/
Onboarding
Complex HR Systems LandscapeAn integrated approach to support people management
Content
Copyright © 2010 Bersin & Associates. All rights reserved. Page 15
HRMS
Benefits Payroll
Comp
Competencies Assessments
Performance
Management
SuccessionLearning
Management
Workforce
Planning
Workforce
Management
Recruiting
Onboarding
HR Systems Providers
Content
Copyright © 2010 Bersin & Associates. All rights reserved. Page 16
Accelerating Pace of Acquisitions
ADP – VirtualEdge
Kenexa – BrassRing
Saba-Centra
Plateau – Nuvosoft
Successfactors – Cubetree
Peopleclick – Authoria
Taleo - Learn.com
ADP - Workscape
Kenexa – Salary.com
SumTotal – Softscape …..
Copyright © 2010 Bersin & Associates. All rights reserved. Page 17
Typical HR Technology Maturity Curve A 7-year cycle
New Market
(early
adopters)
Growing
Market (early
majority)
Mature
Market (late
majority)
Re-emerging
market (late
adopters)
Re-
inventing
market
(laggards)
Strategic Workforce and
Talent Planning
Career and
Succession Management
The Talent
Management
Suite
Compensation
Management
(Line Manager)
Talent
Acquisition
Learning
Management
Compensation
Management
(Specialist)
Performance
Management
Integrated
Analytics
Alerts
Scenario
Planning
Dynamic
Development
Planning
Open
Profile
Management
Pooling
Segmentation
HRMS
Integration
Open
Data
Integration
Visual
Performance
Analysis
Twittering
Feedback
Internal
Social
networking
Informal
Social
Learning
Tools for
Job
Seekers
Video and
Social
Recruiting
Next Gen
Recruitment
Management
Copyright © 2010 Bersin & Associates. All rights reserved. Page 18
Modern HR Systems ArchitectureAn integrated portal-based approach
HRMS 1 HRMS 2 HRMS 3
US
Payroll
Country B
Payroll
Country 3
Payroll
Onboarding
Talent Mobility
Career Portals
Budgeting
Pay for Performance
Total Rewards
Development
Planning
Certification
Recruiting
ATS
Performance
SuccessionComp Learning
Benefits
Communication
Employee Self-ServiceCompensation, Benefits, Vacation,
Directory, etc
HR
Helpdesk
Internal
CollaborationSocial Networking
Benefits
Provider
Copyright © 2010 Bersin & Associates. All rights reserved. Page 19
A Typical Talent Management RoadmapMulti-Year Journey for Providers and Customers
Year 2
Leadership Competencies
Performance & Development
Companywide
Learning by Role &
Values-Based Competencies
First Phase Succession
Move Work to
Candidates
Year 3
Values-Based, Leadership
& Functional Competencies
Performance & Development
Companywide
Learning Integrated
with Performance &
Competencies
Integrated Succession
& Career Planning
Improve Pipeline
through University
Partnerships
Year 1
Values-Based Competencies
Performance & Development
Management (Pilot)
Many Learning
Offerings
Revamp Employer Brand &
Sourcing
Defense
Contractor
Copyright © 2010 Bersin & Associates. All rights reserved. Page 20
How do you plan to implement integrated talent management systems?
Technology Integration Now A Top Priority75% expect to integrate to one or a few providers
Only 15% want ERP or HRMS provider today
Figure 39Source: Talent Management Systems 2011, Bersin & Associates, 2010.
15%
25%
30%
30%
Consolidate to an TMS
system from a few vendors
(but more than 1)
TMS from 1 provider
TMS from our ERP/HRMS
provider
Disparate systems – some
from vendors and some
home-grown
Copyright © 2010 Bersin & Associates. All rights reserved. Page 21
TM Market Growth – Even During RecessionTalent Management Systems Market Size
Figure 15
$682
$784 $817
$899
$989
$615
$699
$783
$900
$1,036
$385
$520
$577
$704
$859
$0
$200
$400
$600
$800
$1,000
$1,200
2007 2008 2009 2010 2011
Learning Management
Talent Acquisition
Performance, Succession, Career
Source: Talent Management Systems 2010, Bersin & Associates, 2009.
These numbers are preliminary based on this year‟s TMS raw data research; numbers will be finalized with
publication of LMS, TAS, and TMS reports at 2010 year-end.
Copyright © 2010 Bersin & Associates. All rights reserved. Page 22
Providers’ Target Market SizesAverage # of Employees Per Provider
2,461 2,776 3,837
8,893
12,130
15,625 17,283
20,469 22,243
28,687
35,250 36,168
44,399 45,294 45,417
49,861
-
10,000
20,000
30,000
40,000
50,000
60,000
Copyright © 2010 Bersin & Associates. All rights reserved. Page 23
Vendor Market Share – Still FragmentedParticipating Vendors Capture 77% of the Total Market *
Vendor Target Market Market Share by
Revenue*
Market Share by
Customer Count*
ADP Enterprise 3% 2%
Cornerstone OnDemand Enterprise 1% 2%
Halogen Midmarket 4% 5%
iCIMS Enterprise 2% 2%
Learn.com Midmarket 4% 2%
Oracle PeopleSoft Global Enterprise 6% 3%
PeopleClick Authoria Enterprise 1% 1%
Plateau Global Enterprise 1% 4%
Saba Global Enterprise 6% 7%
SAP Global Enterprise 3% 3%
Sonar6 Midmarket 2% 2%
StepStone Enterprise 7% 6%
SuccessFactors Enterprise 12% 10%
SumTotal Global Enterprise 6% 8%
Taleo Global Enterprise 17% 11%
Ultimate Software Midmarket 2% 1%
*These numbers are preliminary based on this year‟s TMS raw data research; numbers will be finalized with
publication of LMS, TAS, and TMS reports at 2010 year-end.
Copyright © 2010 Bersin & Associates. All rights reserved. Page 24
Agenda
The Research Behind These Results
The HR Technology and Talent Management Market
Our Findings
Implementation Stories
What Does It All Mean
More Information
Copyright © 2010 Bersin & Associates. All rights reserved. Page 25
Our Customer Experience MethodologyMeasured by 4 areas of customer satisfaction, 18 Total Measures
Copyright © 2010 Bersin & Associates. All rights reserved. Page 26
Vendor Features
Halogen 3.97
Learn.com 3.54
Saba 3.53
Ultimate Software 3.41
ADP 3.40
Taleo 3.35
Cornerstone OnDemand 3.30
Plateau 3.29
StepStone 3.23
iCIMS 3.21
Sonar6 3.18
PeopleClick Authoria 3.13
SuccessFactors 3.09
SumTotal 3.06
Oracle PeopleSoft 2.80
SAP 2.79
Overall 3.31
Vendor Ease
Halogen 4.05
Sonar6 3.84
ADP 3.60
Learn.com 3.50
PeopleClick Authoria 3.48
StepStone 3.47
SuccessFactors 3.41
Ultimate Software 3.38
iCIMS 3.38
Plateau 3.21
Taleo 3.18
Cornerstone OnDemand 3.06
Saba 2.94
SumTotal 2.73
Oracle PeopleSoft 2.45
SAP 2.05
Overall 3.29
Vendor Config.
Halogen 3.81
ADP 3.70
Learn.com 3.64
Taleo 3.43
Cornerstone OnDemand 3.36
Saba 3.35
Ultimate Software 3.32
PeopleClick Authoria 3.30
Plateau 3.29
StepStone 3.17
SuccessFactors 3.16
Sonar6 3.08
iCIMS 3.07
SumTotal 2.91
Oracle PeopleSoft 2.60
SAP 2.53
Overall 3.26
Product Quality: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high
Vendor Perf.
Halogen 4.25
SuccessFactors 3.66
iCIMS 3.59
Saba 3.55
ADP 3.50
Ultimate Software 3.47
Plateau 3.45
StepStone 3.43
PeopleClick Authoria 3.39
Taleo 3.38
Learn.com 3.18
Sonar6 3.16
Cornerstone OnDemand 3.09
Oracle PeopleSoft 2.90
SAP 2.89
SumTotal 2.88
Overall 3.42
Feature Capability Ease of Use Configurability System Performance
= vendors who scored in the top 5 across all 4 categories of Product Quality
= vendors who scored in the bottom 5 across all 4 categories of Product Quality
Copyright © 2010 Bersin & Associates. All rights reserved. Page 27
Vendor Consulting
supportHalogen 4.44
Learn.com 3.78
ADP 3.70
StepStone 3.66
Taleo 3.64
Sonar6 3.57
iCIMS 3.56
Saba 3.51
Ultimate Software 3.39
Plateau 3.38
Cornerstone OnDemand 3.23
PeopleClick Authoria 3.19
SuccessFactors 3.00
Oracle PeopleSoft 3.00
SAP 2.94
SumTotal 2.94
Overall 3.49
VendorEase of data
integrationHalogen 3.80
Learn.com 3.50
ADP 3.50
Ultimate Software 3.44
StepStone 3.32
Taleo 3.28
Saba 3.27
Plateau 3.23
iCIMS 3.19
Cornerstone OnDemand 3.15
Oracle PeopleSoft 3.11
Sonar6 3.04
SuccessFactors 3.03
SumTotal 2.97
SAP 2.76
PeopleClick Authoria 2.73
Overall 3.24
VendorLength of time
to implement
Halogen 4.21
Cornerstone OnDemand 3.68
Taleo 3.59
iCIMS 3.44
StepStone 3.43
Ultimate Software 3.41
ADP 3.40
Sonar6 3.39
Saba 3.33
Learn.com 3.32
Plateau 3.29
SuccessFactors 3.23
PeopleClick Authoria 3.09
SumTotal 2.91
Oracle PeopleSoft 2.72
SAP 2.39
Overall 3.39
Implementation: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high
Vendor Consulting Ease of Data Integration Time to Implement
= vendors who scored in the top 5 across all 3 categories of Implementation
= vendors who scored in the bottom 5 across all 3 categories of Implementation
Copyright © 2010 Bersin & Associates. All rights reserved. Page 28
VendorProcess to
communicate
support issuesHalogen 4.39
iCIMS 3.82
ADP 3.70
Ultimate Software 3.59
Learn.com 3.54
StepStone 3.48
Sonar6 3.46
Taleo 3.44
Saba 3.43
Plateau 3.30
PeopleClick Authoria 3.13
Cornerstone OnDemand 3.09
SumTotal 3.00
SAP 2.94
Oracle PeopleSoft 2.94
SuccessFactors 2.88
Overall 3.44
VendorResponsiveness
service
tickets/requestsHalogen 4.56
ADP 4.20
iCIMS 3.93
Sonar6 3.58
Plateau 3.29
Saba 3.29
Taleo 3.28
Ultimate Software 3.21
Learn.com 3.18
StepStone 3.16
PeopleClick Authoria 3.00
SAP 2.94
SuccessFactors 2.94
SumTotal 2.88
Oracle PeopleSoft 2.82
Cornerstone OnDemand 2.67
Overall 3.35
VendorFollow through
on service
tickets/requestsHalogen 4.44
iCIMS 3.89
ADP 3.80
Sonar6 3.39
Learn.com 3.39
Ultimate Software 3.32
Saba 3.31
StepStone 3.29
Taleo 3.23
Plateau 3.17
PeopleClick Authoria 3.13
SAP 3.00
SumTotal 2.97
Oracle PeopleSoft 2.94
SuccessFactors 2.88
Cornerstone OnDemand 2.85
Overall 3.35
Service: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high
Communicate Support Support Responsiveness Support Outcome
= vendors who scored in the top 5 across all 3 categories of Service
= vendors who scored in the bottom 5 across all 3 categories of Service
Copyright © 2010 Bersin & Associates. All rights reserved. Page 29
VendorUnderstands
business needs
Halogen 4.31
Saba 4.06
StepStone 3.98
Ultimate Software 3.94
Learn.com 3.93
Taleo 3.87
ADP 3.80
iCIMS 3.67
Plateau 3.65
Cornerstone OnDemand 3.61
Sonar6 3.54
Oracle PeopleSoft 3.42
PeopleClick Authoria 3.39
SuccessFactors 3.19
SumTotal 3.12
SAP 2.95
Overall 3.71
Vendor
Offers domain
expertise &
promotes best practices
Halogen 4.41
Learn.com 4.25
Ultimate Software 4.03
Taleo 3.92
ADP 3.90
Saba 3.90
StepStone 3.75
iCIMS 3.65
Plateau 3.65
Sonar6 3.65
Cornerstone OnDemand 3.61
PeopleClick Authoria 3.48
SAP 3.47
SuccessFactors 3.35
SumTotal 3.24
Oracle PeopleSoft 3.21
Overall 3.75
Vendor
Offers direct
method for
input into development
Learn.com 4.29
Halogen 4.18
ADP 4.00
Saba 3.98
Cornerstone OnDemand 3.97
Taleo 3.90
Ultimate Software 3.85
Plateau 3.58
PeopleClick Authoria 3.57
SAP 3.56
SuccessFactors 3.55
iCIMS 3.50
StepStone 3.41
Sonar6 3.36
SumTotal 3.24
Oracle PeopleSoft 3.00
Overall 3.69
Partnership: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high
Understands Business Needs Domain Expertise Input to Product Development
= vendors who scored in the top 5 across all 3 categories of Partnership
= vendors who scored in the bottom 5 across all 3 categories of Partnership
Copyright © 2010 Bersin & Associates. All rights reserved. Page 30
Overall: Who’s Top, Who’s NotOverall Score out of 100. Showing vendors with 10 or more evaluations (p<.001)
Product Quality
Halogen 75.53
ADP 63.75
Learn.com 61.61
Ultimate Software 59.93
Saba 58.58
Taleo 58.28
SuccessFactors 58.20
PeopleClick Authoria 58.15
StepStone 58.14
Sonar6 57.89
Plateau 57.77
iCIMS 57.76
Cornerstone OnDemand 55.11
SumTotal 47.35
Oracle PeopleSoft 42.19
SAP 39.14
Overall 56.84
Partnership
Halogen 82.27
Learn.com 78.87
Saba 74.50
Ultimate Software 73.53
ADP 72.50
Taleo 72.44
Cornerstone OnDemand 67.97
StepStone 67.81
Plateau 65.91
iCIMS 65.06
Sonar6 62.99
PeopleClick Authoria 61.96
SAP 57.87
SuccessFactors 57.78
Oracle PeopleSoft 55.26
SumTotal 55.05
Overall 66.99
Service
Halogen 86.58
ADP 72.50
iCIMS 72.02
Sonar6 61.26
Ultimate Software 59.31
Learn.com 59.23
Saba 58.50
StepStone 58.00
Taleo 57.91
Plateau 56.36
PeopleClick Authoria 52.17
SAP 49.02
SumTotal 48.74
Oracle PeopleSoft 47.55
SuccessFactors 47.40
Cornerstone OnDemand 46.72
Overall 58.33
Implementation
Halogen 78.67
ADP 63.33
Learn.com 63.14
Taleo 62.50
StepStone 61.71
Cornerstone OnDemand 61.54
Ultimate Software 59.90
Saba 58.87
iCIMS 58.73
Plateau 57.09
Sonar6 53.82
Oracle PeopleSoft 52.15
SuccessFactors 50.49
PeopleClick Authoria 50.40
SumTotal 47.85
SAP 40.63
Overall 57.55
= vendors who scored in the top 5 across all subcategories in the Customer Experience category indicated
= vendors who scored in the bottom 5 across all subcategories in Customer Experience category indicated
Copyright © 2010 Bersin & Associates. All rights reserved. Page 31
Leaders By Target MarketListed in Order of Overall Highest Points Earned Summed Across All 4
Categories
MidMarket
Halogen 338.44
Learn.com 290.28
Ultimate Software 282.13
Sonar6 268.78
Enterprise
ADP 297.67
iCIMS 282.86
StepStone 276.53
Cornerstone OnDemand 265.07
PeopleClick Authoria 258.15
SuccessFactors 251.09
Global Enterprise
Taleo 280.90
Saba 280.35
Plateau 269.72
SumTotal 239.19
Oracle PeopleSoft 237.72
SAP 229.34
Copyright © 2010 Bersin & Associates. All rights reserved. Page 32
Average Total Satisfaction by Modules
UsedLMS and TA 4% lower than average; PM 3% above average
3.36
3.38
3.47
3.58
3.25 3.30 3.35 3.40 3.45 3.50 3.55 3.60
LMS
Talent Acquisition
Compensation
Performance Management
Total Satisfaction
Copyright © 2010 Bersin & Associates. All rights reserved. Page 33
TM Processes Customers Use By Vendor
PM SMCareer
Mgmt
Competency
Mgmt
Learning
LMS
Talent
AcquisitionWP Compensation
Social
Collaboration
SW
ADP X X X X
Cornerstone OnDemand X X X X X X X X
Halogen X X X X X X
iCIMS X X
Learn.com X X X X X X X
Oracle PeopleSoft X X X X X X X X
PeopleClick Authoria X X X X X X X
Plateau X X X X X X X
Saba X X X X X X X
SAP X X X X X X X X
Sonar6 X X X X X
StepStone X X X X X X X X X
SuccessFactors X X X X X X X
SumTotal X X X X X
Taleo X X X X X X X
Ultimate Software X X X X X X X X X
Copyright © 2010 Bersin & Associates. All rights reserved. Page 34
# of TM Processes Used Elicits No Effect
on Satisfaction
•On average, most use fewer than 2 talent processes from their provider
•No relationship between number of talent processes used and overall
satisfaction (except for social collaboration software – see next slide)
Vendor Avg. No. TM Mods. Used N Std. Dev.
PeopleClick Authoria 2.30 23 1.820
SAP 2.11 19 1.286
Cornerstone OnDemand 2.09 33 1.528
Ultimate Software 2.09 34 1.815
SuccessFactors 2.06 32 1.216
StepStone 1.96 53 1.454
Oracle PeopleSoft 1.80 20 .894
Halogen 1.80 59 1.063
Plateau 1.67 78 1.113
Saba 1.65 51 1.163
Taleo 1.45 40 1.037
Learn.com 1.43 28 1.168
Sonar6 1.39 38 .790
SumTotal 1.12 33 .696
ADP 1.10 10 .316
iCIMS 1.00 29 .000
Copyright © 2010 Bersin & Associates. All rights reserved. Page 35
TM Processes That Generate a Positive
Effect on SatisfactionOnly social collaboration software generates a positive effect on
satisfaction
On average, social collaboration software generates an
11.4% increase in satisfaction:Impact of Specific Modules on Overall Satisfaction
TM Module
Non- Std. Coeff. Std. Coeff.
t Sig.B Std. Error Beta
(Constant) 65.839 1.834 35.901 .000
PM 1.562 1.905 .042 .820 .412
SM 1.821 2.456 .036 .741 .459
Career Mgmt -.476 3.085 -.007 -.154 .877
Comp. Mgmt .478 2.615 .009 .183 .855
Learning LMS -2.339 1.867 -.063 -1.252 .211
Tal. Acq. -2.357 2.138 -.054 -1.103 .271
WP 5.080 4.018 .054 1.264 .207
Compensation 3.859 2.461 .070 1.568 .117
Social Coll. SW 11.421 4.128 .114 2.767 .006
Copyright © 2010 Bersin & Associates. All rights reserved. Page 36
Average Scores For All Service Categories
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
Customer Satisfaction Service Areas
Copyright © 2010 Bersin & Associates. All rights reserved. Page 37
Agenda
The Research Behind These Results
The HR Technology and Talent Management Market
Our Findings
Implementation Stories
What Does It All Mean
More Information
Copyright © 2010 Bersin & Associates. All rights reserved. Page 38
Implementation Failure
User Reach:
80,000
Industry:
Aerospace and
Defense
Challenge:•Define business and talent strategies
Solution:•Execute business and talent strategies to achieve goals
Anticipated Results:•Implement enterprise-wide HR technology to drive efficiency and
effectiveness aligned with business and talent goals
Implementation Troubles:•Technology vendor lacked experience in working with large matrixed
and complex organizations
•Technology vendor was inexperienced in change management
•Technology vendor's technology platform did not provide the
integrated solution that could scale across 80,000 lives
•Technology vendor's senior leadership team was inexperienced and
lacked the competencies to interface with senior executives
a large
aerospace and
defense
contractor
Copyright © 2010 Bersin & Associates. All rights reserved. Page 39
Implementation Success
User Reach:
180,000
Industry:
Quick-Serve
Restaurant
Challenge:•Manage training globally
•Move to blended delivery at the restaurant level
•Track training at an evaluation level
Solution:•Save costs of shipping and printing costs of training materials
Anticipated Results:•Upgrade our current Saba platform to 5.5 to better leverage their
learning capabilities
•By end of 2012, have all 36,000 restaurants and 1.5 million
employees on Saba
•Pilot Saba‟s full talent management suite in 2011
Implementation Successes:•Saba is a trusted partner
•Saba offered an attractive pricing model
•Saba has a strong global orientation with large scale customers
Copyright © 2010 Bersin & Associates. All rights reserved. Page 40
Implementation Success
User Reach:
28,000
Industry:
Healthcare/Medical
Challenge:•Developing business strategy
•Identifying talent resources to accomplish strategy
Solution:•Develop current staff
•Hire talent with skill capabilities needed to propel organizational
capability
•Combination of above
Anticipated Results:•Fully integrated people management system leveraging performance,
succession, competency and learning management as well as talent
profiles, recruiting, and HRMS capabilities via ADP
Implementation Successes:•Rigorous ADP project management
•Strong ADP global relationship management with a single primary go-to
Copyright © 2010 Bersin & Associates. All rights reserved. Page 41
Implementation Success
User Reach:
46,000
Industry:
Transportation/Airline
Challenge:•Increase customer satisfaction ratings
•Improve leadership development bench strength
•Improve employee engagement scores
•Decrease costs and improve revenue
Solution:•Improve the efficiency and effectiveness of UAL‟s HR operations
•Leverage technology to facilitate development of an integrated talent management strategy
aligned with business goals
Anticipated Results:•An increase in overall customer satisfaction scores as measured by UAL‟s Employee
Courtesy Index
•Improved promotion rate of internal leaders
•Improved retention rate of HiPo leaders
Implementation Successes:•Short 12-week implementation cycle of Taleo‟s integrated TM platform
•Robust Taleo project management and consulting expertise, particularly in the area of change
management – very responsive sales and service teams
•Taleo‟s „proven partner‟ approach
•Taleo‟s highly configurable application avoiding costly customization fees
•Taleo‟s self-service configuration eliminating costly customizations
•With Taleo, UAL „ripped & replaced‟ a previous vendor with an implementation cycle 3x longer
than plan, 2.5x the budget, and abandoned executive level planning
Copyright © 2010 Bersin & Associates. All rights reserved. Page 42
Agenda
The Research Behind These Results
The HR Technology and Talent Management Market
Our Findings
Implementation Stories
What Does It All Mean
More Information
Copyright © 2010 Bersin & Associates. All rights reserved. Page 43
General Satisfaction is “Average”
With overall scores hovering near average, significant opportunity
still exists for HR technology providers to woo customers with
improved product quality, service, implementation cycle times,
and a business partnership approach.
Overall satisfaction with vendor
We will engage the vendor for additional
services and products
We would recommend this
vendor
We will extend our contract with this
vendor
.00 1.00 2.00 3.00 4.00 5.00
Copyright © 2010 Bersin & Associates. All rights reserved. Page 44
Lifecycle of an Implementation
Year 0-1.5: Excitement, (pilot)
Year 1.5-2.5: Reality Sets In (production)
Year 2.5-3.5: Implementation Sticks
Year 4-5: Upgrade or vendor
obsolescence
Copyright © 2010 Bersin & Associates. All rights reserved. Page 45
What Does Not Seem to Matter
Small companies are not “more satisfied” than large companies with
these systems, largely because many of these systems are not yet
fully optimized for mid-market implementations
On a relative basis, companies are more satisfied with their recruiting
and performance systems than their learning and HRMS, with HRMS
by far the lowest (this somewhat affects vendor ratings)
Vendors play in different markets, so you cannot blindly compare all
vendors against each other
Customer factors play a major role in success, and successful
vendors know this and help customers by not “overselling” the
software before the customer
Copyright © 2010 Bersin & Associates. All rights reserved. Page 46
Keys to Success
Strategy:
Clear alignment on business and talent strategy
“philosophy”
Gain stakeholder, executive, and
business buy-in to the whole program.
Feature Roadmap and
Business Case:
Detailed analysis of use cases,
existing processes, and
urgent needs, with clear and
reasonable priorities. Build total business case and gain
budget.
Integration and Adoption Needs:
Assessment of your risk profile,
integration needs, support needs,
and existing vendor
infrastructure.
Evaluate training and change
management needs. Update
budget.
Short List, RFP, Vendor
Selection:
Selection of the “short list” and
vendor by vendor demos and
analysis
RFP and VendorSelection
Implementation Team and
Governance:
Enablement of “total
implementation” team, with leadership,
governance, IT, and line of
business support
Implementation and Rollout:
Building a total partnership with your vendor and
their implementation
team.
Change Management.
Communications.
Training.
Guidance:
While you must evaluate the vendors‟ feature sets and roadmap against your use-cases and needs, this is not a process of “buyinggreat features.” Most buyers only use a fraction of the capabilities of the software and find that “ease of use,” “configurability,” and
“vendor partnership” are the key drivers of success.. You are truly looking for a “partner.”
Where Bersin can help…
Copyright © 2010 Bersin & Associates. All rights reserved. Page 47
Understanding the Providers
All the providers in this market are high-quality software
companies with strong technical teams
Each come from different roots: different application
heritage, different technology base, and different levels of
experience
Financial strength, strong leadership team, and a focused
market approach create long term success
All providers must be able to invest continuously because
of the rapid changes in the market
Get to know the provider executives and service people
on your short list, not just the sales people
Copyright © 2010 Bersin & Associates. All rights reserved. Page 48
Bottom Line: What Creates Success?
Develop a well-aligned 3+ year
strategy
Take the time to understand
existing talent processes and
develop use-cases for success
Select a provider based on the
features you need, not the ones
you think you need
Focus on “business partnership”
analysis during the RFP
Find a provider focused on your
industry, your size and scale
Copyright © 2010 Bersin & Associates. All rights reserved. Page 49
Agenda
The Research Behind These Results
The HR Technology and Talent Management Market
Our Findings
Implementation Stories
What Does It All Mean
More Information
For More Information and Help
• Research: Largest and most up-to-date
library of solution provider and vendor
information• Talent Management Systems 2010
• Learning Management Systems 2010
• Talent Acquisition Systems 2010
• Tools: Talent Management systems
requirements RFP and use cases
• Consulting: • Talent management strategy and roadmap
development
• Planning, requirements development, and
systems selection
• Please contact us:• [email protected]
http://www.bersin.com
Copyright © 2010 Bersin & Associates. All rights reserved. Page 51
Appendix
Copyright © 2010 Bersin & Associates. All rights reserved. Page 52
Product Quality Satisfaction
How satisfied are you with the product quality (all vendors)?
Source: Bersin & Associates, 2010.Showing vendors with 10 or more evaluations
Configurability
Ease of use
Features to meet my needs
Performance
.00 1.00 2.00 3.00 4.00 5.00
Copyright © 2010 Bersin & Associates. All rights reserved. Page 53
Service
How satisfied are you with the service?
Source: Bersin & Associates, 2010.
Responsiveness on service
tickets/requests
Follow through on service
tickets/requests
Process to communicated support issues
.00 .50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00
Showing vendors with 10 or more evaluations
Copyright © 2010 Bersin & Associates. All rights reserved. Page 54
Implementation
How satisfied are you with the implementation of your vendor‟s technology?
Source: Bersin & Associates, 2010.Showing vendors with 10 or more evaluations
Ease of data integration with other systems
Length of time to implement
Consulting support
.00 1.00 2.00 3.00 4.00 5.00
Copyright © 2010 Bersin & Associates. All rights reserved. Page 55
Business Partnership
How satisfied are you with the business partnership?
Source: Bersin & Associates, 2010.
The vendor understands our business needs
The vendor offers direct method to provide input into
product development
The vendor offers valuable domain
expertise and promotes best
practices
.00 .50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00
Showing vendors with 10 or more evaluations
Copyright © 2010 Bersin & Associates. All rights reserved. Page 56
Overall Satisfaction
How satisfied are you overall?
Source: Bersin & Associates, 2010.
Showing vendors with 10 or more evaluations
Overall satisfaction with vendor
We will engage the vendor for
additional services and products
We will extend our contract with this
vendor
We would recommend this
vendor
.00 .50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00
Copyright © 2010 Bersin & Associates. All rights reserved. Page 57
0
1
2
3
4
5
6
Ove
rall
Sa
tisfa
cti
on
Sc
ore
/5
Number of Employees and Overall Satisfaction Score Showing vendors with 5 or more evaluations
CornerstoneOnDemand
Halogen
iCIMS
Internally developed
Learn.com
Plateau
Saba
Sonar6
Stepstone
SuccessFactors
SumTotal
Taleo
Ultimate Software
0-99 100-
2,4992,500-
4,999
5,000-
14,99925,000-
49,999
50,000-
74,999
75,000-
99,999
100,000+15,000-
24,999
We did not detect any relationship between satisfaction and number
of employees the provider serves.
Copyright © 2010 Bersin & Associates. All rights reserved. Page 58
ADP
Cezanne Software
CornerstoneOnDemand
Halogen
HRSmart
iCIMS
Internally developedKenexa
Learn.com
Oracle PeopleSoft
Other
PageUp People
PeopleClick Authoria
Plateau
SabaSalary.com
SAP
Silkroad
Sonar6
Stepstone
SuccessFactorsSumTotal
Towers Watson
Ultimate Software
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00
Av
era
ge
Sati
sfa
cti
on
Sco
re
Average Years with Provider
Years With Provider and Overall SatisfactionShowing vendors with 5 or more evaluations
We did not detect any relationship between satisfaction and the
number of years of service with the provider.
Copyright © 2010 Bersin & Associates. All rights reserved. Page 59
ADP
Cezanne Software
CornerstoneOnDemand
Halogen
HRSmartiCIMS
Kenexa
Learn.com
Oracle PeopleSoft
Other
PageUp People
PeopleClick Authoria
Plateau
Saba
Salary.com
SAP
SilkroadSonar6
Stepstone
SuccessFactorsSumTotal
Taleo
Towers Watson
Ultimate Software
2.50
3.00
3.50
4.00
4.50
5.00
2.50 3.00 3.50 4.00 4.50 5.00
Av
era
ge W
illin
gn
ess t
o R
eco
mm
en
d S
co
re /
5
Average Overall Satisfaction Score /5
Overall Satisfaction by Willingness to RecommendShowing vendors with 5 or more evaluations
The greater the satisfaction with the provider, the greater the
customer’s willingness to recommend that provider.
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