bphr: service model design

BPHR Service Model Framework

The presented framework has been really used as reference for the BPHR role review, to make more effective its partnership with a retail sales function

BPHR D.Famà, February 2014

Service Model

Service definition(ref 1):The overall experience through which We satisfy The needsOf the customers and We generate value for them.A experience that is the mix of tangible and intangible factorsAnd that is immediately produced and enjoyed

a) Every highlighted term must be carefully specified, tailoring to the specific BPHR Service caseb) In addition, must be considered if and how the customer is an active player of the service

experience delivery.

Customer

Value

Expectations

Experience

Satisfaction = Perceived Value - Expectations

Perceived Value = (Results + Process + Emotions) ----------------------------------------- (Price + Issues + Uncertainty)

Main courses:1) Incrementare il valore2) Ridurre o costi3) Un mix di 1 e 2

High

Low

Value element

Ve1 Ve2 Ve3 Ve4 Ve5 Ve6

Main courses:1) Standardization (BO efficiency)2) Empowering (FO effectiveness)3) Mix of 1 and 2, considering that Customer co – operation interacts with BO too

or Customer Corridor

/-------------------- Customer Corridor --------------------/

Moment of Truth

MoT MoT MoTRif 2

Touch Point Tp Tp

Design Principles

Continuous Improvement: based on gaps analysis

Example 1 (Ref 3)

Maturity Model

Possible constraints to the continuous improvement? ….The maturity level of the system where the role is allocated (Maturity Model).

A Maturity Model is made of:-Framework for practices/ processes, that overall shows the system capability;-A Incremental Scheme for the development of the system’s practices/ processes

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Maturity Le

vels (#5)

Example 2 : SEI’s PCMM (ref 5)

Process Areas per Maturity Level

Comment to Level 2 in the our specific BPHR business contextThe Level 2 maturity scope is to diffuse a robust management culture at all management levelsThe Process Area of interest are highlighted into the above figure.In our case (distribution / point of sales) , we observe that the existing practices are managed at veru high levels of responsibility (with the only exeption of the Process Area Work Environment”.

The main obstacle for a Level 2 consolidation seems to be the difficulty to activate a real delegation process (the HR systems in place can support delegated respnsibilities).

BPHR Strategy & Business Plan

BPHR Vision BPHR Mission BPHR Goals BPHR Business Plan

StakeholdersINTERNAL

EXTERNAL

Senior Mngt Line Mngt Employees Internships

Candidates Unions “Retirees” Alumni

BPHR Service ModelSERVICES

BPHR Measurements & Analytics

BPHR Metrics Benchmarking BPHR Operational Measurements

Company’s People Culture

Values Principles People Brand

Business Scorecards

Business OutcomesDiffused Awareness

BASIC SERVICES• Payround support• People Risk oversight contribution• Reporting (various people issues)• Internal Mobility assurance• Difficult Conversations support• DC&G delivery

BPHR

Team

org

aniza

tion

& G

over

nanc

eBPHR Team

Technology & Infrastructure

BPHR FRAMEWORK (hypho – ed 1): BPHR Complete Service Framework Example (ref 4)

TALENT MNGT• Competency mngt support• Learning needs identification• PD support• Hiring Assurance• LM Leadership development • Succession mngt

MORE STRATEGIC CONTRIBUTION• Workforce evolution scenario• Organizational Design• Change mngt support (Restructuring…)• Engagement maintenance (EOS…)• Ad hoc People solutions to support business targets• Business advisor & Coach

Suppliers

DESIGN

DELIVERY

Business Targets

BPHR Competencies

HR Expertize Business Acumen & Critical Evaluation Ethical Practice Leadership &

Stakeholders GuidanceRelationship

Mngt & Comm

BACK UP

BPHR Service Model: Framework Application Example

BPHR Strategy & Business plan elements

Availability/ Description

Available <<The BPHR supports to create a sustainable workplace of choice, where people develop and deploy the maximum of their potential and capabilities to the business benefit>>

Available: <<The BPHR is involved into the business’s decisional process effectively contributing to optimize the People factor leverage to realize the business strategy and its targets>>

Available: Se the Performance Development documents of the applicable period (team and individual level)

Lacking document(it’s the plan where each and every goal is planned: resources, process/ practices and related phasing, ecc.)

Available: Mainly coming from key stakeholders interviews and Distribution budget presentation

BPHR Vision

BPHR Mission

BPHR Goals

BPHR Business Plan

Business Targets

BPHR Analytics & Measurements

Availability / Description

None defined

Not available (unknown)

None

Available

BPHR Metrics

Benchmarking

BPHR Operational measurements

Business Scorecard

BPHR Blind Spots Quick Self-Assessment

BPHR Body of Knowledge Availability/ DescriptionRisk Mngt principles To be delivered (with references to the Crisis Mngt)

Problem Solving To be delivered

Process Analysys & Improvement Content available

Change Management Available an internal training

Maturity Models To be deliveredOrg Design Criteria To be deliveredCoaching and Mentoring pills Content available (to be reviewed)Negoziazione Available an internal trainingCambio mansione Content availableCompetence Develop. Principles Content availableService Design Principles Content available

BPHR Body of knowledge Fine Adjustment

Based on the Service list analysis, below the prioraty BPHR body of knowledge to be assured/ refreshed

BPHR Strategy & Business PlanBPHR Goals

Stakeholders

INTERNAL

EXTERNAL

Senior Mngt Line Mngt



Company’s People CultureValues Principles People Brand Diffused Awareness

BASIC SERVICES• Payround support• Reporting (various people issues)• Internal Mobility assurance• Difficult Conversations support• DC&G delivery

BPHR

Team

org

aniza

tion

& G

over

nanc

eBPHR Team


BPHR FRAMEWORK (hypho – ed 1), Evolution Scheme Example for BPHR Capabililty – Level 1

TALENT MNGT

• Performance Evaluation (PE) support• Hiring Assurance

MORE STRATEGIC CONTRIBUTION

BPHR Strategy & Business PlanBPHR Goals

Stakeholders

INTERNAL

EXTERNAL

Senior Mngt Line Mngt Employees

Candidates



Company’s People CultureValues Principles People Brand Business OutcomesDiffused Awareness


BPHR

Team

org

aniza

tion

& G

over

nanc

eBPHR Team


BPHR FRAMEWORK (hypho – ed 1) _ Level 2

TALENT MNGT• Learning needs identification• PE support• Hiring Assurance

MORE STRATEGIC CONTRIBUTION• Organizational Design• Engagement maintenance (EOS…)• Ad hoc People solutions to support business targetsDELIVERY

Business Targets

BPHR Strategy & Business PlanBPHR Vision BPHR Mission BPHR Goals

Stakeholders

INTERNAL

EXTERNAL

Senior Mngt Line Mngt Employees

Candidates Unions


BPHR Measurements & AnalyticsBPHR Operational Measurements

Company’s People CultureValues Principles People Brand

Business Scorecards



BPHR

Team

org

aniza

tion

& G

over

nanc

eBPHR Team


BPHR FRAMEWORK (hypho – ed 1)_ Level 3

TALENT MNGT• Competency mngt support• Learning needs identification• PE support• Hiring Assurance• LM Leadership development • Succession mngt

MORE STRATEGIC CONTRIBUTION• Workforce evolution scenario• Organizational Design• Change mngt support (Restructuring…)• Engagement maintenance (EOS…)• Ad hoc People solutions to support business targets

DESIGN

DELIVERY

Business Targets

BPHR Strategy & Business PlanBPHR Vision BPHR Mission BPHR Goals BPHR Business Plan

Stakeholders

INTERNAL

EXTERNAL

Senior Mngt Line Mngt Employees Internships

Candidates Unions “Retirees” Alumni


BPHR Measurements & AnalyticsBPHR Metrics Benchmarking BPHR Operational Measurements

Company’s People CultureValues Principles People Brand

Business Scorecards



BPHR

Team

org

aniza

tion

& G

over

nanc

eBPHR Team


BPHR FRAMEWORK (hypho – ed 1) _ Level 4

TALENT MNGT• Competency mngt support• Learning needs identification• PE support• Hiring Assurance• LM Leadership development • Succession mngt

MORE STRATEGIC CONTRIBUTION• Workforce evolution scenario• Organizational Design• Change mngt support (Restructuring…)• Engagement maintenance (EOS…)• Ad hoc People solutions to support business targets• Business advisor & Coach

Suppliers

DESIGN

DELIVERY

Business Targets

Bibliografia (tutti disponibili in internet):

Rif 1: “Putting your Client to work. A good way to achieve great service at low cost?”, PG Moscovo, A Lago, M.Castro, The European Business Review, March – April 2011, pg 12

Rif 2: “Developing a Breakthrough service model for profitable growth”, PG Moscovo, A.Lago, The European Business Review, September – October 2011, pg 59

Rif 3: “Outcomes and Impact – Insights from the 2012 Human services Summit at Harvard Univesity”

Rif 4: “Frameworks and Maturity Models “, Bersin & Associates

Rif 5: “People Capability Maturity Model (P-CMM). Version 2.0, 2^ edistion” (CMU/ SEI-2009-TR-003) B.Curtis, B.Hefley, S.Miller, July 2009

bphr: service model design

Leadership & Management