Announcing HROA Accepted Practices Now Available
2011 STANDARDS UPDATES
The HROA Standards & Practices Committee is pleased to announce the completion of the SLA Refresh Project. Updated Recommended Practices for Service Levels and new Emerging Practices for Account Management Scorecards are available below.
In April, 2008 HROA published its first Recommended Practices on Service Levels. They included a comprehensive methodology and detailed measures representing the most common practices in the HRO industry. The HROA Benchmark Study published in 2009 found a high level of correlation (>75%) between the HROA Recommended Practices for Service Levels and the actual contracted SLAs from the HROA Benchmark study group. In order to ensure these practices evolved, an SLA Refresh Working Group was established in April, 2010 to recommend changes to the SLA Recommended Practice to better reflect the current state of the industry.
The SLA Refresh Project was a true collaboration of Buyers, Providers and Advisors with the following individuals contributing on behalf of their organizations.
Working Group At Large
Debora Card, TPI
Linda Beling, ADP
Dave Wall, TPI
Matt Jones, NGA
Njeri Nginyo, ADP
Methodology
Nate Thomas, Aon Hewitt
Justin Duke, ADP
Alison Hopkins, Bank of America
HRIT & Talent Management
Jim Koenig, EquaTerra
Franz Gilbert, ACS
Service Center, EDM, Payroll & Benefits
Amy Maas, ADP
Bill Lovero, IBM
Susan Demo, Discover
Karen Shand, Dupont
Jill Sachs, Chubb
Account Management & Critical Deliverables
Franz Gilbert, ACS
Chris Rinko, Avon
Keith Christensen, CVS
Joan Trantolo, The Hartford
Debora Card, TPI
The SLA Refresh contains updated methodology descriptions explaining the most common manner of establishing SLAs and defining commonly used terms, calculation methods, etc. It also contains detailed measurement frameworks for Critical Service Levels, Key Measures and Critical Deliverables, which cover all major HR processes, including payroll.
Finally, the Refresh Group tackled a new area that arose from buyer feedback that was often described as, “If my SLAs are all GREEN, then why am I so BLUE?” The use of a “scorecard” was established as an emerging practice, to measure:
- Operational performance – incidence of significant issues and ability to recover when they occur
- Project management – quality, duration and cost
- Service team – longevity, dedication and responsiveness
- Product offering – new services offered and/or rolled out
- Stakeholder satisfaction – beyond only employees
Check out these new standards and let us know what you think.
Download "HROA Emerging Practice for Account Management Scorecards"
Download "HROA Recommended Practice for Service Level Agreements Measurements & Metrics"
Download "HROA Recommended Practice for Service Level Agreements"
HROA also summarizes standards that have been created by various bodies that either impact or are helpful to those planning HR transformation activities.
Click here to see those standards.
The HROA is committed to raising awareness for all standards and practices that may be of value to its membership. To this end, the Association maintains a page that lists standards that have been created by various bodies that either impact or are helpful to those planning HR transformation activities.