PeopleDoc Unleash Paris 2019 – Process Orchestration: Optimising End-to-End HR Processes


Hey welcome everyone, to our presentation
on Process Orchestration optimizing end-to-end HR processes! My name is Benedikt Lell I’m the VP Solution consulting and Technical Sales
over at PeopleDoc. booth at this trade show just right
over there booth 600 if you want to join us after this presentation this
presentation is going to be divided into two major components for the first 10
minutes we will spend on some theoretical stuff we will talk about why
oftentimes HR projects fail in this organization because adjustment at
specific functionalities and we don’t look at the end-to-end process which
almost always takes place reusable systems the second part we will jump
right live into the system we will look at a real-life use case from one of our
customers where we start out in success factors and have a process it goes
through success factors to keep it out to the payroll system and even to some
non HR systems like social collaboration creating a highly automated
multi-application business process which also increases the user experience for
HR as well as the employee which are part of these processes
now I want to begin this presentation with a somewhat unconventional statement
or at least unconventional for a software vendor and the main message
here is no process takes place in just one single and one single system now why
is that the case let’s use a very simple use case let’s let’s say an employee
wants to go on parental leave that’s really a basic use case you guys do that
all the time hundreds of times per year probably now
what happens in this case the employee wants to go on parental leave so the
first thought that we have is okay it’s a very basic transactional process in
the court system we just mark that this employee won’t be there for a certain
amount of time now the reality is that’s not all that you do now of course from
the course system the data goes into payroll maybe you have a workforce
planning system that needs to be notified and most probably you want to
give the employee some information about the parental leave so he needs some kind
of a knowledge management solution and most likely the work flows around the
Ireland that more complex with multiple stakeholders approving something or you
want to prepare the employee for parental leave in a multiple step
process to collaborate with the bank manager and maybe you also want to send
the employee a document which basically certifies for it serves as proof for the
employee able to go under and leave for a
specific time and even for the simple process parentally if we now have
multiple systems involved in the specific process now once we have
acknowledged that almost all of the processes that we have in HR
take place in multiple systems this actually brings a whole new set of
questions that we have to deal with when we decide to select solutions to deal
with these processes and the kind of thing that we have to think about is how
can we orchestrate these processes across all of these multiple systems and
before we talk about the solution I want to dive a little bit more into some of
the major productivity killers that happened if you don’t think about how to
orchestrate your processes now even though more than 50% of the companies
out there already have some solution to electronically store employee documents
paper is still one of the number one productivity killers around let me
illustrate that with a customer example I had the pleasure to meet a German
manufacturing company a hidden champion and their statement roughly 15,000
employees and they were not at all a non-digital company actually they were
called progressive especially in HR this company was in Europe one of the first
customers to ever implement is in and but they also already had in
place was a solution destroy the employee documents and they had a
solution in place to communicate digitally european police with an email
based old-fashioned ticketing system now one of the requirements that they had
was to archive some of the documents that were sent to them via email into
their employee file management solution and sometimes they even bondage to
archive the email conversation between the employee and HR as part of the
employee file management now for this specific company turns out the easiest
way to do that is to actually print the email go through the printer pick up the
document go to the scanner which is next to the printer press the button on the
scanner and this way upload the document into the EFM solution and this I think
pretty clearly demonstrates one of the problems that we have when you think
about digitalization we tend to think in
functionalities rather than processes and if we do that the experience for the
users of the system is always going to be disconnected like that and most
likely your HR is going to end up pushing on paper with all of the
Associated negative impacts on quality of work and efficiency that are related
to pushing on paper all the time now even worse the second primary
productivity I want to talk about the system
disconnect now disconnected systems are especially unfortunate in two different
ways first of all if you think about the employees from a user experience point
of view if the systems are not connected from the employee and we expect the
employee to figure out what to do in which specific systems this actually can
lead to entire 800 realization projects to fail because there is no user
acceptance let me illustrate that once again to the real-life customer example
so this specific customer they had a company-wide knowledge management
solution in place and they thought ok hey we have a knowledge management
solution that’s used this 4hrs role they also had an IT ticketing system in place
where employees could go if for example the laptop was broken so there the
functionality of ticketing and they thought about using them for H Armour
when we looked at the use case in more detail and what it actually would mean
from an from an employee journey or employee experience point of view the
reality what would be expected from me as an employee is the following if I
want to go on parental leave the employer would expect me to realize ok
company policy if there is a company policy I need to go to the knowledge
management system find the policy and then I read about it okay that’s great
so now the company expects me to make the second transfer so now I’m expected
to understand okay I want to request parental leave so maybe from my
company’s perspective this could be a ticket so this is the ticket I’ve
expected to go to the other system the IT ticketing system and send the request
to HR the problem here is that literally no employee thinks like that employees
don’t think existence and consciousness employees think in problems and
processes so if I want to go on forever leave what I know is that I have an
issue with HR I need to talk to HR so what I expect to have is a system for HR
problems and that is the system that I want to go to to discuss my options for
parental leave and I expect to find all of the information on parenting all of
the promises has all of the documents in the specific system in the back and
there might be multiple systems attached but from a front-end user experience I
expect there to be exactly one entrance point for my requiring it’s not the names to have mr. problems
with system disconnect have talked a little bit about the solution to this
and one of the solutions for this kind of category of problems to orchestrate
their processes across multiple systems is robotic process automation
I’m sure all of you if you go to conferences like this one I’ve heard
about what across automation it’s just one of these buzz words that we hear all
over the place together with artificial intelligence machine learning and
automation now the really cool thing about robotic process automation is it’s
entirely based on technology that’s already available today but robotic
process automation is based on api’s which is a technology which is
widespread in HR systems as of today and in addition the use cases for VA are
also clearly defined is to automate steps between different roles and
different systems now of course there’s many technical definitions for what rpi
actually is the best definition that I actually have ever come across is rpm it
is a click machine for just two words and that’s exactly what the bots are
doing the bots are not doing something magical they are doing exactly what you
as HR could be doing by clicking in the system’s the only differences but are
just much better than humans of that a court will do the same task in a
millisecond for each on is a couple of minutes to completely start a but will
always listen to what’s going on in each of the systems the button never failed
to immediately trigger the follow up system to start the next workflow steps
so you don’t lose any time in your overall process
just because an HR service agent hasn’t clicked in the next system to trigger
the follow-up the but will never get tired of doing his job so even if there
is if you asked about to do 10,000 times the same thing
the but will never make a mistake doing that and maybe not even least important
the but will also never complain about the job being really boring like some of
us in Java probably do so without further ado let’s have a look at what a
real-life example could look like and what I’m going to show to you is a used
case where we start out in a second success that what you’re going to
promote an employee in successful gossip this is completely and not H our process
right remorseless being judged by the line managers so the people of our PA is
going to listen to that event in success factors
immediately after the employee has been promoted we will engage all of the
follow up systems so we will automatically create a document
certifying a contractual change document for this promotion we will send this
document automatically for electronics technician we will notify it are what
all of the steps that have been completed by the bot the original source
of leverage is that for my slack and at the end we will even trigger across
boring process for the specific employee the end monster documents have been
signed we pushed the information into the payroll solution so let’s have a
look about that what she looks like from a system point of view and idea the
screen does not connect a new connection see my iPad exactly so as you can see I’m right now I’m
logged on into a safety success factors and I’m not gone as an individual with
the name of Christine Dolan and Christina’s x-ray and the approval
change to approve to approve the promotion of the employee she’s the last
one to give an approval so she has a task to do approve requests and the most
current talk that she needs to complete is to approve amanda winters promotion
to development analyst team leader that’s just one clue Norman this click
everything in success factors the support system is done so based on what
is going on here we will immediately have the but listen to this event so you
don’t have to have an age our thermos age and sit there and wait for something
to happen in success factors to trigger the follow-up workflow steps so rather
than waiting for this you automatically trigger the follow-up systems one of the
first things that’s going to happen is that the bot is going to inform HR hey
look hey look we’ve just basically done your work so let’s look here into slack
so seems the bot is a little bit sleepy today what’s going to happen here there
you go today at 11:57 the bottle all the bottles going here it’s just basically
letting HR know hey look you don’t have to worry about anything I took care of
everything I just created the contracts will change document for the surgeries
and let’s not let you know that I’ve done this for you just basically relax
sit down have another coffee there’s no task for you to do what happened at the
same time is that the m4 he received an email the email that the employee has received
is actually asking the employee to sign the contract will change document
electronically so you can see once again today 11:57 you have an email for Amanda
winters informing her hey Amanda book we have a document which you need to
actually sign now Amanda can just go directly from the email into the
document to actually sign this document she has to do a two-factor
authentication step that’s just in terms of security the better we can matter we
can prove the identity of the person signing the document the higher the
value of proof of the specific signature is later on in case if you have to go in
front of court so I’ve now received via text message a second factor to
authenticate myself so solve I get this right
and once I’ve done that I can actually go ahead and as employee view the
documents for me as an employee before I sign the
document obviously the most important part is to be able to actually read the
document rights up before signing up you ask the employee to actually review the
specific documents and at the bottom of the document are you sending me contact
invites on LinkedIn all the time if I want to find the document I can do this
we are using dr. signed by the way here this is just another application that be
included in this course orchestration but what I can do now so I can sign with
my name and once I’ve signed the document the workflow is actually going
to the next step so what happens next is first of all hrs on second notifying
that you now have a signature for this document we pushed the information about
the promotion and a potential seller in change directly into the payroll system
and for the employee we start a follow-up so this specific promotion we
have associated an internal transfer process so what happens next is that
Amanda receives a couple of tasks to complete
and people don’t employee in order so within the employee portal you can see
on the very top that there is a bunch of tasks that I
have to complete in order to process this transfer to
another location to another position and in addition to having to complete this
task Amanda will also find in the
knowledgebase all of the information regarding the internal transfer now the
great thing is if Amanda has the possibility to look at this information
in the knowledge base she doesn’t have to ask HR about this because she has as
a self service all of this information now in addition to that on the H bar saw
it that’s which are getting back to HR HR
actually receives the possibility to monitor every single step in this
process so if you go to the process automation part in people dot we have a
process for Amanda winters to manage the transfer for the transporting and then
that specific process H are always have a clear visibility
until first steps have already been created or created in this process and
what steps have been completed so as an HR us they are always on top of what’s
going to happen next with a specific process so let’s recap here pretty
quickly so we have started a process in success factors a robotic process
automation part was listening to that event in success factors and based on
that event we triggered a follow-up process for document generation which
have been completely automatically we have the documents online electronically
it was archived into an employee file management and he even initiated a
transporting process for the employee and all of that almost zero manual
attention on many labor for HR to complete so that sounds interesting to
you let me quickly introduce people actually
now HIPAA doctors an HR service delivery solution so we automate all of the HR
processes that don’t take place we avoid our system normally this is a lot of
local processes or processes where you need to have an information for the
employee in the knowledge base they need to have a localization of the process in
the way that you can configure every single process specifically to the
country or the truth to the type of employee where this process is
applicable the second big part of développé platform is document
management structure men generation employee file management and the
delivery of documents electronic include employees but a lot of times happens
after optional sign electronically all of this is faced by our robotic process
automation platform in our artificial intelligence platform standard our
solutions are globally used by about 1,600 customers if you want to talk
about some references once again join our booth number 600 you currently are
attending about 180 different countries so that means our solution is used
globally in all of these countries we managed more than 6 million users on our
platform and I extremely proud of the fact that we have an almost
percent retention rate so that basically means all of the customers that have
ever find that people are are still a customer and that’s something that we
take a big driver to give you an idea who our customers are here is just some
names as from very small companies up to biggest companies in the world for
example our thoughts was using evil dog solutions globally for more than 160,000
employees that’s pretty much it from my site thank you so much for your
attention if he found any of of you’ve just talked about interesting once again
you have a big team over our booth it’s just Diagon Alley on the other side of
the hall booth number 600 and the team is waiting it there for you and I think
that’s actually going to be some champagne for lunch so if you don’t want
to talk about the solution at least give you some something thank you very much
for your

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