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Tier-zero resolution (TZR, if you’re into acronyms) was, and in many respects still is the Holy Grail of HR Service Delivery. An instance of TZR[...]
During the course of employment, employees are frequently required to sign documentation. It begins with the job offer (signing the employment[...]
Day 2 at the HR Tech Expo. The Product Expo at HR Tech reminds me of Times Square in New York. There are vendors everywhere you look; one after the[...]
On this the eve of the 2016 HR Technology Conference and Exposition, I thought it would be interesting to see what types of HR technologies will[...]
Here are four frightening facts about HR documentation: According to PricewaterhouseCoopers, finding a lost document will cost a company $122 on[...]
There have been many conversations over the years with service center leaders about their Service Level Agreements (SLA ’a). The specific point in[...]
People do something for one of two reasons: They have to do it, or they want to do it. There's an organization that locks the door to the area where[...]
"If you don't know where you're going, you might end up someplace else." When baseball Hall of Fame catcher Yogi Berra first offered that sagacious[...]
A common challenge for service centers is effectively and efficiently assigning inbound requests, so that the requests are closed in a timely manner,[...]
The 3 Mistakes described here have been selected from a lengthier catalogue of errors recently published by SSON News: Top 10 Mistakes When[...]
When I arrived at the Atlanta airport for a flight to Portland, Maine, I realized I hadn’t checked in and didn’t have my boarding pass. Normally,[...]
This past weekend, my wife and I drove to a wedding at a resort in the mountains of western Maine. Before we left, I entered the hotel name into the[...]
Shared Services have proven to be extremely effective at streamlining business processes. They often begin in a single functional area, and are[...]
There are a few basic necessities to sustaining a healthy life – food and water of course being two of these. The same principle can be applied to[...]
Question: When is a case form like a chameleon? Answer: When its appearance changes to fit the process its managing. Different HR Processes require[...]
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