hr services site tour march 19, 2018 - …ccr... · tailored specifically for the na coca-cola ......
TRANSCRIPT
Classified – Internal use
HR SERVICES SITE TOUR
MARCH 19, 2018
KARLA YOUNGER VP, HR SERVICES
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A quick look at The Coca-Cola Company
World’s largest beverage company and
one of the most valuable brands
• Founded in 1886
• Over 500 brands consumed in over 200 countries
• ~200 Million customers every week
• ~1.9 Billion servings consumed daily
20 Billion
dollar brands
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The Coca-Cola
Company
Consumer
Focus
Long Term
Sustainable,
Profitable
Revenue Growth
Brand
Development
Brand
Marketing
Customer
Focus
Coca-Cola
Bottlers
Our operating models: Distinct entities operating with
Shared Long Term Goals
Marketplace
Execution
Community
and Customer
Brand
Marketing
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Our Value Chain
Concentrate
from
The Coca-Cola
Company
Warehouse &
Transport
Vending Machines
& Coolers
Customers
Consumers
Production of
Finished
Products
Ingredients &
Packaging
Classified – Internal use
Services & Value Proposition
Economies of Scale, Skill and a Deep
Commitment to Customer Service
17 years+ of successful shared services management
Tailored specifically for the NA Coca-Cola business
Deep leadership experience in every service area
Culture of continuous process improvement and technology transformations
…all designed to support the business at cost – no profit margin
Client Services Areas:
Contact Center
Services
Finance
Services Human Resources
Services
Classified – Internal use 6
Evolution of Human Resources Services Economy of Scale and Economy of Skill
Initiated Payroll consolidation of 17 payroll shops (for 27 divisions) to one. Completed half of the lift and shift by 12/31/01
Integrated acquired bottler for HR and Payroll
Completed remaining U.S. payroll lift and shift
Completed Canada payroll lift and shift
HR benefits call center went live
Go live on SAP HR for U.S. Centralized HR master data and org mgmt.
U.S. SAP Payroll
Integrated acquired bottler for HR and Payroll
Go live of 3 month wave approach for HR Service delivery model
CCE split with Europe, rewired processes for day 1 integration
Integrated bottler for HR and Payroll, created new CCR org structure
Integrated Odwalla for HR and Payroll; moved core HR record for legacy org (6,000 employees) to CCR SAP
HR completed Hackett best practice study / baseline
HR initiated Optimization project
Moved core HR record for 650 employees
Restructuring for North America Group, produced severance packages and build new org structure
New HR Services org; case mgmt. system
Canada SAP HR and Payroll
Launched Bottler Support Model/System Refranchising
Optimized Customer Experience
Multi-function Business Services; CCR restructure
2004 2002 2001 2003 2005 2006 2008 2009 2010 2011 2012 2013 2014 2007 2015 2016
CCE DSD Consolidation Process & Services Optimization
Classified – Internal use 7
Human Resources Services
Services Provided
Success Metrics
Talent Services
Talent Acquisition Services
Talent Management
Personnel Administration & Payroll
Payroll Operations Org & Personnel Data
Administration
HR Services
Employee Support
Learning Administration
Contact Center
Objectives
Seamlessly execute HR processes and strategies as an extension of client organization
Deliver timely and accurate Payroll and HR operational processes with constant process improvement and best practices
Resolve employee inquiries with a high quality experience
Learning Operations
HR Customer
Service
Employee Communication
s
HR Services Support
HR Data Talent Management
Payroll Operations
Total Rewards
Payroll Accuracy >99%
Data Quality >95%
Customer Satisfaction 4.25 / 5.0
First Contact Resolved >65%
Talent Acquisition
Services - Recruiting
20 Days
Garnishment Default Rate <1%
Inquiry Cycle Time 2 Days
Update Process Time 3 Days
Talent Acquisition Services
- Inquiry & Issue
2 Days
Talent Acquisition Services
- Schedule Interviews
3 Days
Total Rewards
Employee Benefits Services
Compensation Administration
Leave Administration
Classified – Internal use 8
HR Services Automation Capability
Voice/Chat/Mobile Options • Employee & manager self service • Information available through chatbot • Measuring immediate customer
satisfaction through Genesys
Robotic Process Automation • Payroll processing • HR Data audits and data entry • Interaction with vendor data (i.e.
background check vendor)
Other Automation • Ripcord – imaging/mail intake • Spinifex in SAP - reporting • Easy Docs for SAP - forms • Salesforce • Microsoft technology
Automated Intelligence (AI) • IBM Watson Recruiting
Classified – Internal use 9
Tour Agenda
• HR Data – personnel administration, organizational management, self-service support
• Payroll – in-house processing, deductions, garnishments
• Talent Acquisition Services – pre-hire due diligence, recruiting
• HR Contact Center – employee inquiry support & related technology
• HR Services Support – process mapping solution, knowledge management, workforce & quality