the journey to value - enhancing the service proposition

The Journey To Value: Enhancing the Service Proposition

Helen Dickens EMEA HR DIRECT SERVICES

The Journey To Value 1

Agenda

•

Overview of Organisation & Team

•

The Value Chain

•

Known Next Steps

•

The evolving landscape & future considerations


Symantec is a global leader in

providing

security, storage and

systems management

solutions

to help consumers and

organizations

secure and manage

their information

and identities.

Symantec Company Overview 4

Symantec Is –

Symantec At a Glance

Symantec Company Overview 5

Approximately 18,500 employees

Founded in 1982 IPO in 1989

Operations in more than 40 countries

100 percent of Fortune 500companies are customers

#353 on the 2010 Fortune 500

$6.0 billion revenue in FY 2010; approximately 50% outside of the U.S.

More than 1000 global patents

Symantec footprint on more than one billion systems

Included on Fortune’s Most Admired Companies list

Invests 13% of annual revenue in R&D*

* R&D investment is Non‐GAAP

6

$5.2 billion$2.6 billion$1.9 billion$1.4 billion$750 million $1.1 billion $5.9 billion

Sym

ante

c R

even

ue

2000 2003 2004 2005 2007Enterprise Security

Message Mgmt &

Archiving

Availability &Compliance

Enterprise Security & Application

Mgmt

End PointCompliance Data Center

Mgmt

2002

Global Intelligence & Managed

Services

2008Lifecycle

ManagementVirtualization

SaaS Dire

ctio

nA

cqui

sitio

ns

2010

$6.0 billion

Authentication Identity

Encryption

2006

$4.1 billion

Data Loss Prevention

2009Web Security

SaaS

$6.2 billion

Symantec’s Acquisition History

Symantec Company Overview

HR Helpdesk 1.0


EMEA HR Direct Services in Numbers


HR Helpdesk 2.0


FOCUS 2 FOCUS 1

The Value Chain

11The Journey To Value

Volume Value

GSS Data

Entry HR Services (geo based administrators & Generalists)

HR Direct Helpdesk (incl. in country

administration)Tier 2 Generalists HRBP

HR Direct Helpdesk (incl. in country

administration)Tier 2 Generalists HRBP

Reduce RemoveRehome

•

English language

•

Not time zone sensitive

•

One & Done

•

Handled via email

•

Provides cost per transaction/or time saving

•

5 processes successfully transitioned, 17 in process


Focus Area 1: Offshoring to Captive Centre in India

FOCUS 1

HR Direct HelpdeskReduce RemoveRehome

Focus Area 2: Enhancing Management Advisory Capability

•

Go further prior to Escalation & reduce escalations

•

Cohort of selected team members

•

Fast track Career Path

•

Provide development, engagement, retention

•

Close contact with Tier 2,

– build trust , ensure capability , reduce risk , ensure information share

13The Journey To Value

FOCUS 2

HR Direct Helpdesk Tier 2 Generalists

HR career progression in Shared Services Environment


Management

Advisory

Programme

Focus Area 2: Increased Intake of ER into HR Helpdesk & Reduced Escalations


HR Helpdesk 3.0


Next Steps

•

Technology

– Infrastructure Enhancement ‐

CRM etc

– Enhanced HRIS system – improve HRSS & MSS

– Employee Portal – Tier 0 Enhancement

•

Reduce, Remove, Rehome

– Address increasing volumes

– Continuous improvement ethos

– Widen offshoring criteria

•

Capability

– Move Tier 1/Tier 2 boundary in more countries


HR Helpdesk 6.0


Evolving Contact Centre Landscape

•

Working from home

•

Investment in forecasting

•

Addressing Multi‐

channel contact

and social media

•

Cloud technology to underpin

operations

•

Reducing avoidable contact to

reduce costs


Evolving HR Shared Service Centre Landscape

•

Focus on Tier 0

•

Drive to decrease volume and

increase value add

•

Customer segmentation

•

Global HR models

•

Co‐location or virtual co‐location

service centres

•

Specialization to create efficiency


Evolving Symantec Landscape

•

Increasing client complexity

•

Vendor technology = multiple

vendor apps

•

Increased vendor interactions

•

Rapid evolution in SYMC

products

•

Continuing M&A activity

•

Increased employee

representation vehicles with

increasing populations


Evolving Roles


Thank you!

Copyright © 2010 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.

This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.

Thank you!

Helen [email protected]


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