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Jim Watson

Jim Watson
Jim Watson is a Sr. Solution Consultant for HR Service Delivery at Neocase Software, and has been helping clients improve their Employee Experience, HR Productivity and Service Center Efficiency for over 10 years. He lives on the coast of Maine where he enjoys reading, writing and rowing which inspire his pursuit of the Perfect Service Experience!

Recent Posts

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June 22, 2017
So you've automated your processes. Now what?

According to the 2016-2017 Sierra Cedar HR Systems Survey results, “business process improvement continues to be the number one area in which[...]
iStock-918639608
June 15, 2017
What do employees want? Are you delivering?

We’re out at HR Tech World in San Francisco this week. While the show is about technology, it’s more about strategies and tactics for improving the[...]
iStock-952679588
June 07, 2017
5 Reasons to Participate in the Sierra Cedar HR Systems Survey

The Sierra-Cedar 2017–2018 HR Systems Survey is available here until July 1, 2017. If you haven’t already participated, here are five good reasons[...]
iStock-938516428
June 05, 2017
Buying Business Software? Include this in your RFP.

How often do you ask a person for something, and they come back with something that is different from what you had in mind? This isn’t a blog post[...]
iStock-913812224
May 29, 2017
The Not-so-obvious Benefit of HR Process Automation

According the Chief Executive magazine, consultancy group Future Workplace found that 42% of the 619 US-based HR professionals it surveyed expect[...]
7-Ways-Technology-is-Changing-HR-Process-01-538x2000
May 22, 2017
7 Ways Technology is Improving HR Processes

Last week, we talked about the top 5 reasons companies are investing in automating HR Processes. Now let's look at some of the additional ways that[...]
iStock-957630020
May 11, 2017
Top 5 Reasons for Automating HR Processes

According to Gartner’s 2016 Magic Quadrant for Cloud HCM Suites, the top two reasons companies are investing in a new HCM solution are to[...]
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May 08, 2017
Balancing People, Process and Technology for a Great Customer Experience

Sometimes you have a customer experience that feels so good, you want to tell other people about it. So here goes...
Employee stuck in a box
April 27, 2017
Do you have a customer service mindset?

It drives me crazy when a front-line employee can solve a problem, but can't. They can because they see the problem, they see the cause, and directly[...]
iStock-960164282
April 24, 2017
Who should control HR Service Delivery Tools? HR, or IT?

In my first job in the early 1980’s, I served as a Professional Association’s point of contact to their State and Local Chapter Presidents within the[...]
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April 20, 2017
What is HR Case Management?

According to Gartner, “by 2020, 65% of organizations with more than 5,000 workers will commit to deploying integrated HR service delivery tools to[...]
should-employees-feear-artificial-intelligence
April 17, 2017
Why Employees Shouldn’t Fear Artificial Intelligence

… at least not yet. Much is being said about how AI (Artificial Intelligence) will replace human jobs. But if the digital past is any indication of[...]
customers-focus
April 10, 2017
What does customer-focus really mean?

Jack Welch, while CEO of General Electric, would often say, “Companies don’t give job security. Only satisfied customers do.” Customer-focus in large[...]
Does your HR service Delivery Improve Employee Engagement?
April 06, 2017
Does your HR Service Delivery improve Employee Engagement?

The big shift in thinking around HR Service Delivery has been the change in focus from productivity and efficiency to employee experience, and[...]
sla-compliance
March 27, 2017
Is the SLA Compliance Metric fooling us?

The KPI Library defines SLA Compliance as “The total number of incidents resolved within SLA time divided by the total number of incidents.” In fact,[...]

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