The Official Blog of Benifys HR Solutions

In the toil of everyday working and just staying abreast with the needs of a business, it is easy to lose track of the constantly evolving organism that an organization is. If you don’t stop to check what state your organization is in and where it is headed, the shape it takes on it’s own might surprise you, to say the least. Here are some thoughts for you to chew on.

First, some clear signs that your organization has lost it.

1. Lunch breaks keep getting longer, 5 minutes at a day.
2. Your company is in a race to make YouTube the most popular website with employees viewing and sharing links everywhere.
3. Your organization drifts from one idea to another instead of finding it’s small niche.
4. Team meetings are infrequent and anything but invigorating. All conversations end in a either a ‘yes’ or a ‘no’.
5. Keeping up with current affairs has become an activity in reading Page 3 news.
6. Performance appraisal is an almost alien term, or worse, there is no performance to appraise.

Here’s a clear test – Mission Statement – Who knows it?

Ask your team in the next meeting whether they know what the mission of the organization is, they don’t have to spell it out verbatim; look for signs where people feel it is absurd and irrelevant for you to ask such a question. If everyone answers satisfactorily – congratulations, people are in sync what the organization wishes to achieve. If not, well, it’s time you either re-think your mission (Is it too abstract? Something straight out of a book?), or get down to finding out why your people are not motivated by it. What does an organization do when it doesn’t know what it does?

OK, it’s broken! What now? Take your client’s help.

Setup an online feedback form and request your clients to fill it out for you. Bad feedback never killed anyone, but it does give you the knowledge of what you are doing wrong. Form questions that help you understand the gap in promised service to actual delivery, like:

1. Is there a gap in the service we promised to the one that is now being delivered? If yes, please elaborate.
2. If you could change three things at <name of the organization>, what would they be?
3. Is the representative appointed by our organization knowledgeable and enthusiastic about the work they do at <name of client organization>?

Avoid questions that might induce bias or negative action – for example if you know that things have not been going too well off late, it would be stupid to ask a question like “Would you recommend us?” The purpose is to get feedback that you can use to improve the level of service and find out hidden gremlins in operations, a copy-paste job will only serve to make things worse.

Lastly, and most importantly, involve the people.

A majority of organizational problems both begin and end with people. If people do not volunteer information, have a round of team building activities in order to set the tone for it. The information gathered from client feedback can be discussed as a team and further used to make an action plan with timelines.

If people seem to be losing steam and you sense a growing disinterest amongst them, conduct an engagement survey with targeted questions to find out what precisely is not working for them.

Anyone who follows Web 2.0 with any level of interest in all probability already knows what Yammer is, if you are not one of them, here is a guide to what you need to know, why you need to know it and how to implement it for your organization.

What is Yammer?

Yammer is a micro-blogging platform made specifically for organizational use, consider it a ‘version’  of twitter that is used for work (not that it is affiliated with twitter in any way). By way of posting short status updates, one can be constantly aware about what his colleagues are up to, it is also a great tool for encouraging a team support system wherein the team can not only be updated about any problem that their co-worker is facing but also discuss it in real-time and provide a solution.

Why do I need Yammer?

Did people ask why they need email, while they were using snail mail? Quite an interesting thought that! There are other tools which can and are being used to the same effect, but none that matches the popularity and features of Yammer, you need Yammer because:

• It brings a real-time element to the conversations.
• It is more collaborative than other modes of communication because of threaded commenting system.
• You can attach files just like email.
• You will gradually build a searchable database of all conversations that occur: A knowledge bank.
• Yammer provides free applications to use the platform with Blackberry, iPhone, SMS and even IMs.

While a total replacement of email might not seem like a legitimate option, Yammer does indeed have its share of benefits over it.

Implementing Yammer

Setting up Yammer is a very straightforward process, although it might take a little co-ordination to get it up and running. We will provide you with all the links that you might need in order to setup yammer for your organization at the end of this article. But before that, let us tell you how it works – once a person signs-up at Yammer with the domain name of their organization (e.g. Allen@abc.co.uk), they are sent a confirmation link to confirm the sign-up, after which they can invite other people from their organization from within Yammer.

Every employee gets a profile on Yammer where they setup a profile picture, expertise, role and background. An organization chart is built after the relationship between the employees is entered in the database.

In our team we have a blackberry that runs Yammer by the application provided by them, and the others are a combination of a very nifty Firefox plug-in and Yammer desktop client. Irrespective of where the Yam (that’s what an update is called) originated, everyone is pinged in real-time through their respective services and then they can respond to the message or just follow the flow of conversation.

Resources

Yammer Website

Firefox Plug-in for Yammer

“Heavier-than-air flying machines are impossible.”

~Lord Kelvin

Myths, stereotypes and preconceived notions, some shatter and some remain; Lord Kelvin would have been much more careful about saying what he said here if he had any idea how things would pan out in the future, anyhow – coming back to our article, quite a peculiar name, wouldn’t you think? This idea came out of brainstorming session our team was having (we do a lot of that) – so the question was if you could relate people at work with airplanes, who would be which type of plane! It occurred to us that airplanes like people have a personality of their own; some are lean, mean and ready to go; while others can look like they really deserve a break.

The Unpowered (Employee)

These people primarily come to office for recreational purposes, their own or someone else’s. All show and no go as far as work is concerned – the most common reason why they are kept in the team is because they are either funny or they have the ‘right’ gossip. They take their lives and careers as a joke and others are only too happy to play along.

Defining features – Generally slower, less massive, and less expensive than other types. Mostly used to glide off a cliff, catch wind on the beach or setting useless world records!

The Propeller (Employee)

These are people who applied the ‘take life as it comes’ adage to their professional lives with not so pleasant results. They are not updated with the new technologies or best practices and are satisfied with just working as they have been working. The two most common things you will hear them say is “I’m going with the flow”, or “just riding the wave”. By the way propellers are the planes used for crop dusting too – now we’re not suggesting anything!

Defining features – They are quieter, fly at lower speeds, and have lower load capacity. However, they are significantly cheaper and much more economical than jets.

The Jet (Employee)

The ‘with it’ guys. Good at their work and conduct, they know how to soar to success – literally! They use a variety of techniques to differentiate themselves from the rest of the crowd, including but not limited to – being loud and intimidating, being so fast and efficient that no one can catch up, taking the ‘lesser’ aircraft types for a ride. Needless to say, Jets are expensive, oh yes!

Defining features – More powerful than a than ‘unpowered’ and ‘propeller’ types. As a consequence, they have greater weight capacity and fly faster than propeller driven aircraft. One drawback, however, is that they are noisy.

The Cargo (Employee)

This employee was made to work, and doesn’t that make everyone happy! Anything and everything that walks in the office will offload their work on them, although the opening is usually – “hey, you busy?” or “can you help me with this small little thing?” Of course later on it doesn’t remain a small little thing. While the off loader is busy relishing the break they just created for themselves, they take solace in the fact that their work will be taken care of by this Cargo Airplane of employees. No one clearly knows what drives these people – maybe they really like helping others, or maybe it’s because of their inability to say no.

Defining Features – Has greater weight capacity than any other type of aircraft, not necessarily faster. Better stress handling capability as compared to other aircraft types.

Which type are you?

The Union Budget came and went – had a hugely negative impact on the market, even though it’s picked up lately. Missed opportunity, I think – the first two years of the government is always the time that you can push strong reforms, even if they hurt. Third year onwards the elections suddenly start looming on the horizon, and that’s the end of reforms. With a strong government, wanted to see a little more aggression than what we witnessed. Maybe they’re waiting for next year – sure hope so.


On to my favourite topic – I find this Australian snowball gaining momentum as it rushes down the international cricket ratings really fascinating. A 75 year old Lords jinx broken, a tied first test where the Australians again howled and hollered about non-gentlemanly behaviour (look who’s talking, mate), top order floundering yet again, bowling without teeth – all the drama associated with an ungainly fall from glory. On the other side of the chart was the Bangladesh team – even though they beat a hugely watered down West Indian team – it was still history being made, and something to remember. Glad that the West Indian problems have been sorted out, would have hated to see teams from Jamaica, Trinidad and Tobago and the likes take to the cricket field.


The point is, there is nothing permanent, and nothing that may not change tomorrow. Just like the mindset around HR outsourcing. Things are a-changing, and changing in favour of outsourcing non core competency areas. Why carry the burden on your shoulders when there are professionals who can manage stuff better? Have a look at one of our articles in this edition on this.


Amazing land, this India – a particular politician spending unimaginable amounts on her own statues across some state – 1,000 to 2,000 crores of rupees being spent on this. Imagine what this amount, spent wisely, could have done for the state. And the irony is, with all the hue and cry surrounding this absurd intent, there is no-one that can stop her. Strange are thy ways, democracy. I know of no-one alive who would be so keen to see themselves as statues all over the place. I know of no-one dead who would have this desire, either – but that’s another story.


The point is, in parts, India needs some sense beaten into it – partial emergency is what we need. On the spot corrective measures, whether it is politicians like these, or the rich and famous brothers who fight between themselves over a national asset, or the drivers on the roads who will drive on anything that even remotely resembles a road, flouting all traffic rules, it’s like a bunch of maniacs out there. What a lovely place it would be without these elements – what a lovely place it is despite these elements. So, coming back to the word partial – how about partial outsourcing. Let professionals bring in the expertise or the bandwidth to carry out special projects in the HR domain.


Many people are, call us to find out who we’re working with, and on what.


Before we leave you with the Newsletter, here’s a quick ‘welcome back’ to the King of the Track. This is what relationships are made of, putting everything on stake all over again – holds true for Ferrari and Schumacher alike. Go for it Schumi, set the track on fire once again…


And in the meantime, have a great month of August – keep smiling.

When one starts thinking of outsourcing the HR function, whether partially or totally, there are a lot of questions that crop up in the mind. We’ve attempted to put together some of them and tried to present potential solutions so that these questions do not act as roadblocks in the journey towards greater efficiency and professionalism in the HR function.


Outsourcing is now a norm, people have realised that they should concentrate on their organisation’s core competencies and not share limited bandwidth in trying to run functions that can be run by someone else better, either because that someone else is better trained to carry out these functions, or because it does not make commercial sense to have an in-house function that would probably not have its hands full all the while.


Q. I have an Admin / HR team and they are doing okay. Why do I need to outsource?

A. True, the existing team might be working out fine, but there are no comparators to their performance, they operate on benchmarks that have been internally set, based on the limited knowledge of the HR function that most line managers possess. To enable dramatic growth for any organisation, and to have access to specialized expertise in each of the HR domains, a much larger team is required. This larger team could be a virtual team, working for your organisation on a need basis, rather than add to the salary bill that’s probably already a large part of your total expenses. Through outsourcing, you have access to quality HR services, thought leadership, and specialized support for different HR processes.


Q. How secure is my data? How will the Outsourcing partner ensure confidentiality at my site or their back-end operations?

A. Quality outsourcing organizations are committed to data security for all their client organisations. While most sign an NDA and related legal documents, they also ensure that your data resides on an IT platform that has restricted access. The data that needs to remain secure resides in exclusive servers with every possible care taken through technological barriers (firewalls, anti-hacking tools, etc.) to human interventions (strict control over number of people with rights to access your data). All physical data pertaining to your employees normally rests in your premises, they do not take it away to store it elsewhere. End of the day, you have to trust your data with someone, and in these times, the care that good outsourcing providers take of your data is probably better than what your internal team would be doing.


Q. If I outsource HR it will affect the morale of my employees. What message will this send to rest of the functions?

A. Outsourcing of a function is a common practice nowadays. This is done not with a view to shed workforce, but to equip the function with a competitive edge and improve its efficiency and effectiveness. When people see the difference that outsourcing has made to the organisation, they will realize the benefits of outsourcing themselves. At the same time, outsourcing decisions always have a strategy for the existing HR team, based on the company’s needs they can groomed into a consulting or business partner role. This is what is known as “Retained HR”. Some HR outsourcing firms go to the extent of taking on the existing HR teams onto their rolls, where they work under the shared services model, while providing continuity to the existing HR function.


Q. If I outsource, will I have the same control as compared to an in-house HR team?

A. You do not lose control over the HR function. Instead, you free your bandwidth from carrying out, or overseeing, HR related tasks, and you equip your HR function with expert knowledge and professionalism. While legally they may reside on some other organisation’s rolls, they still function as an in-house team, providing you with as much face-time and interaction as required. Every activity that the existing team was carrying out will be replicated by the outsourcing organization, only with greater cost-effectiveness and better quality.


Q. Will there be cultural issues between the outsourced services provider’s team and the outsourcing organisation’s employees/other functions?

A. HR outsourcing has evolved to a level where HRO firms are now committed to a seamless transition. They function as an internal department. Your employees and your management team will not even notice the cultural differences. If at all, they will be happier with the greater professionalism and expertise that the HRO firm brings.


Q. What can an HRO firm do differently to cut down my recruitment cost?

A. Two things – first, they will be able to manage your existing vendors better, because they have specific expertise in the recruitment space. This will help them negotiate better rates, and put in place a vendor management practice that you might otherwise not have access to. They also have a pool of recruitment partners, and will be able to obtain better terms for your recruitment requirements. Second, even if they utilise their own recruitment engine to service your needs and fill a position for you using their own resources, their charges will be highly competitive because they are now your partners.


Q. If my employee base increases by X % how will HRO firms deal with it and will there be any change in costing?

A. Work with the outsourcing partner to arrive at a per employee costing model rather than a lump sum. This benefits both parties. For you, your costs are linked to your capability to pay (if you’re growing, the probability is that you’re now able to allocate a larger portion to support services like HR – if you’re shrinking, you’d like your support services costs to some down as well). For the outsourcing services provider, he becomes a partner in your growth, always on the look-out to add value to your business so that both the organisations grow together. In such models, there is no redundancy built into the pricing mechanism, and you don’t end up paying extra for people who are not on your rolls.


Q. I want the core HR activities to be handled by my team; I can probably outsource just my recruitment function.

A. Then what you probably need is an RPO (recruitment process outsourcing) instead of an HRO. The strength of HRO firms is in demonstrating the value that HR can bring to an organisation through an end-to-end offering, and not in piecemeal services like recruitment.


Q. My organisations training needs are very specific. How will you design training programs for me?

A. Besides other verticals, most HRO firms nowadays have a dedicated Learning and Development team. Although they don’t usually cater to functional or technical training because we such training programs are best handled by subject matter experts, and not training experts. The basic behavioural tenets in employees in any industry vertical are similar to a large extent, and differ in degrees between industries. Even so, the expert trainers and content developers in an HRO will understand the particular need for your organisation and design customized training programs to address the training requirements of your organisation.


Q. How much do I gain from outsourcing HR in terms of money? Is it worth the effort?

Depending on the vendor the pricing is very competitive and sometimes even lower than what your organisation should be incurring as the total cost of running the HR department as an in-house function. This figure is derived from industry benchmarks. While this gives you an immediate reason to outsource, the true value add that you will experience will be in terms of the drastic improvement in quality and accuracy of the HR services from the very beginning of the engagement.