HR transformation ... the upstream way

20 years ago ...

The HR function was bursting with promise and hope. 


HR professionals everywhere believed that we were on the precipice of a radical transformation - a time when the HR function would deliver high-value strategies and have a real "seat at the table." 

Today ...

We're still having the same conversation.


HR teams are challenged to add more value, reduce cost and improve efficiency.  Low-value transactions are outsourced, new systems are implemented, and costs are reduced.   


But the reputation of our function has remained essentially unchanged. 


We are still trying to earn that seat at the table and employees still call us "HR" instead of our given names. 

Tomorrow ...

Let's revolutionize the reputation of your HR team.


We've combined our domain expertise with marketing and product management principles  to develop a "customer value" approach to HR Transformation that is unlike any other. 


We provide the proven processes, tools, templates, coaching and guidance.  


Then together, we embark on your HR Transformation journey - built upon our proven foundation, but tailored to your unique story.

our 6-step approach

1. Segment your customers

Let's admit it.  The employees, managers and leaders in your business ... they are your customers and you provide HR services to those customers.

2. Listen to your customers

Ask your customers which HR services are most - and least - important to them.  Ask them what services they wish were offered.  And ask them (gulp) how well you are performing in those areas today.

3. Listen to your HR team

Ask your HR team how they are spending their time today.   Find out what helps and hinders their ability to delight their customers.  And ask how it feels (gulp) to be a member of your HR team.

5. Use data to design

Set your feelings aside and dig through the Customer and HR feedback.  Use it as inspiration to improve and let it guide you through the process of redesigning a new service model - one that provides benefits and value to Customers (better service) , to the Business (lower cost) and to the HR team (clarity, focus,  & career path).  


It's possible, we've done it.

6. Communicate & educate

Develop a change management strategy that allows ample time to digest change, seeks stakeholder input, encourages broad participation, delivers constant communication, and clearly articulates stakeholder benefits. 



7. Monitor & evolve

You can't launch it and leave it.  Once you implement a new HR service model, it will need ongoing care and feeding ... because transformation never ends.  We'll help you develop an ongoing rhythm to pulse customer and HR team satisfaction, drive continuous improvement and evolve with your business.



Our POV on hr transformation

I began my first HR role in 1999 ... an exciting time when the HR function was bursting with promise and hope.  HR practitioners everywhere believed that we were on the precipice of an HR Transformation - a time when the HR function would deliver high-value strategies and have a real "seat at the table."  This dialog inspired me to embark on my HR career.


Fast forward 20 years ... we're still taking about HR Transformation.  Companies continue to launch transformation initiatives, challenging HR functions to add more value, reduce cost and improve efficiency.  Seemingly “low-value” HR transactions are outsourced, new systems are implemented, and costs are reduced.   


But the reputation of our function has remained essentially unchanged.   We are still trying to earn that seat at the table.  People still call us "HR" instead of our given names.  And when I tell people that I'm an HR Consultant, they still assume that I manage pay and benefits.  


As I reflect on the past 20 years, I see two significant mistakes that have prevented HR functions from achieving real, sustained change:


First, HR functions fail to view themselves as "businesses" that exists to provide value-add services to customers.  


Second, HR Transformations are treated as projects, instead of an ongoing journey.  Transformation efforts are launched, declared "complete," then left alone to become obsolete.  These teams soon find themselves back in the same position, where another transformation is necessary to "catch up" with the ever-evolving business.


We've learned from those mistakes and we're ready to help you revolutionize the reputation of your HR team with our unique HR Transformation framework.  We have designed a "customer value" approach to HR Transformation that starts with "admitting" that the employees, managers and leaders in your business are customer segments.  Then, we gather unfiltered feedback to understand each group's unique needs and how they rate the quality of HR support they currently receive.  Finally, we redesign your HR service model, based on stakeholder input, to deliver more specialized, higher quality HR support that recognizes and caters to the different needs of your customer segments.  


The result?  Delighted customers, a more engaged HR team, and reduced functional cost.  It's a win-win-win!


image4

request a consultation