Introduction

In today’s fast-paced and ever-evolving business environment, HR functions must be agile, efficient, and aligned with organizational goals to effectively support the workforce. A well-designed HR service delivery model (HRSDM) ensures that HR services are delivered efficiently, consistently, and cost-effectively while meeting the needs of both the organization and employees. This course will provide HR professionals with a comprehensive understanding of different HR service delivery models, their components, and how to implement and optimize them to meet current and future challenges. Participants will also gain practical insights into how to leverage technology and data to enhance HR service delivery and improve employee experiences.

Objectives

By the end of the 5-day course, participants will:

1. Understand the various HR service delivery models and their key components.
2. Learn how to assess and design an HR service delivery model that aligns with organizational goals.
3. Gain insights into the role of HR shared services, HR business partners, and HR centers of excellence.
4. Develop strategies for enhancing employee experience and improving HR efficiency through innovative service delivery models.
5. Learn how to leverage technology, automation, and data analytics to optimize HR service delivery and measure effectiveness.

Who Should Attend?

• HR professionals responsible for HR operations and service delivery.
• HR managers and leaders looking to optimize their HR function and improve efficiency.
• HR business partners who collaborate with business units to deliver HR services.
• HR consultants and service providers involved in designing and implementing HR service models.
• Senior HR leaders aiming to implement a global or regional HR service delivery model.

5-Day Course Outline

Day 1: Introduction to HR Service Delivery Models

• What is an HR Service Delivery Model?
  • Defining HR service delivery models and their importance to business success.
  • The evolution of HR service delivery: from traditional to strategic HR.
  • The role of HR in delivering value to the business and supporting organizational goals.
• Types of HR Service Delivery Models
  • Centralized vs. decentralized models: advantages and challenges.
  • Hybrid models: blending centralized and decentralized approaches for flexibility and scalability.
  • Self-service and digital HR models: empowering employees and managers.
• Key Components of an HR Service Delivery Model
  • Service catalog: defining and standardizing HR services.
  • Delivery channels: in-person, digital, HR shared services, HR business partners.
  • Service level agreements (SLAs): setting expectations for service delivery and performance.
• Workshop: Mapping your current HR service delivery model and identifying gaps for improvement.

Day 2: Designing an Effective HR Service Delivery Model

• Aligning HR Service Delivery with Business Strategy
  • Linking HR services to business outcomes and organizational goals.
  • Understanding stakeholder needs and defining HR’s value proposition.
  • Balancing efficiency and effectiveness in HR service delivery.
• HR Shared Services Model
  • What is a shared services model and how does it work?
  • Designing a shared services organization for HR functions: payroll, benefits, recruitment, etc.
  • Best practices for implementing a shared services model and managing operations.
• HR Centers of Excellence (CoEs)
  • The role of CoEs in delivering specialized HR services: talent acquisition, leadership development, learning & development, etc.
  • How to integrate CoEs into the HR service delivery model to provide expertise and drive strategic HR initiatives.
• HR Business Partners (HRBPs)
  • The evolving role of HRBPs in driving business results and aligning HR strategies with business needs.
  • HRBP responsibilities in implementing and optimizing HR service delivery.
• Workshop: Designing an HR service delivery model for your organization based on business needs and goals.

Day 3: Implementing and Optimizing HR Service Delivery Models

• Steps to Implementing an HR Service Delivery Model
  • Assessing current HR service delivery capabilities and identifying areas for improvement.
  • Key steps in transitioning to a new HR service delivery model: planning, design, communication, and rollout.
  • Change management strategies for HR service delivery transformation.
• Optimizing HR Service Delivery for Efficiency and Cost-Effectiveness
  • Identifying opportunities for process optimization and cost reduction.
  • Streamlining HR processes through automation and standardization.
  • Improving HR service efficiency through self-service portals and digital platforms.
• Measuring HR Service Delivery Effectiveness
  • Key performance indicators (KPIs) and metrics for assessing HR service quality and employee satisfaction.
  • Using feedback and employee surveys to measure success and identify areas for improvement.
  • Continuous improvement processes and refining the HR service delivery model over time.
• Workshop: Developing an implementation and optimization plan for your HR service delivery model.

Day 4: Technology and Innovation in HR Service Delivery

• Leveraging HR Technology for Service Delivery Optimization
  • Overview of HR technologies: HRMS, HRIS, self-service portals, and chatbots.
  • The role of AI, automation, and machine learning in enhancing HR service delivery.
  • HR analytics: using data to optimize service delivery, track performance, and improve decision-making.
• Digital HR Transformation
  • How digital tools and platforms are transforming HR service delivery.
  • Developing a digital HR strategy to support modern service delivery models.
  • Best practices for integrating technology into the HR service delivery framework.
• Employee Experience and Engagement through Technology
  • Enhancing the employee experience with seamless HR services and user-friendly technology.
  • Personalizing HR services to meet employee needs through innovative digital solutions.
  • The role of mobile apps, AI-driven chatbots, and virtual assistants in improving HR service delivery.
• Workshop: Identifying and selecting HR technologies to enhance service delivery and employee experience.

Day 5: Global HR Service Delivery and Future Trends

• Global HR Service Delivery Models
  • Designing HR service models for global organizations with diverse geographic needs.
  • Addressing cross-cultural and regional differences in HR service expectations.
  • Managing compliance, data privacy, and other challenges in global HR service delivery.
• Emerging Trends in HR Service Delivery
  • The shift from transactional to transformational HR services.
  • The impact of the gig economy, remote work, and flexible workforce models on HR service delivery.
  • Sustainability and corporate social responsibility in HR services.
• The Future of HR Service Delivery Models
  • The role of AI, blockchain, and other emerging technologies in shaping the future of HR service delivery.
  • Preparing for the future workforce: automation, upskilling, and reskilling.
• Workshop and Group Discussion: Developing a forward-looking HR service delivery strategy based on emerging trends.
• Final Assessment and Certification
  • Participants will take a final exam to assess their understanding of HR service delivery models.
  • Certification awarded to those who successfully pass the assessment.