How can organizations build a customer-centric culture by starting from their own people?
HR departments usually focus their processes and efforts on building strong relationships with employees without taking into account the impact customers have on this. While empowering employees to succeed is crucial to any company, HR departments might overlook external opportunities that could benefit the organization’s broader business strategy.
“Almost every HR practice can be filtered through the eyes of the customer”, Dave Ulrich, Professor of Business at the Ross School of Business, University of Michigan
By considering customers’ needs an HR department can improve HR practices in the utmost beneficial way for a company. Additionally, by interacting with customers and improving customer relations, the HR department can achieve having healthier, happier, and more successful employees.
A Customer-centric culture depicts an organization that acts from a customer’s point of view. Employees are no longer in the center of management decisions, customer needs come into the center of the company’s culture and daily focus. As a result, the organization will enjoy benefits when these two are aligned. Therefore, it is acutely important that each employee understands how customers feel, what customers need and why.
“To think and act in the interest of the customer, everyone must be clear about the role they play in making that a reality”, Ian Golding, 7 Top tips to create a customer-centric culture
For an organization to achieve this, the best place to begin is with its employee management strategies. The implementation of these strategies can be done through systems that help HR professionals understand, train, retain and reward employees while on the other hand, implement internal management tools and business processes to reduce the time consumed on daily, repetitive and non-critical tasks within organizations.
The use of modern, cloud-based Human Capital Management (HCM) solutions can facilitate this development in ways not considered possible before.
Enabling strategic onboarding with features that help new hires feel connected and informed, employees have the ability to meet and interact with their peers while getting familiar with organizations business strategy.
Customers undeniably play a vital role in the sustainability of the company and its organizational culture, therefore new employees joining an organization need first of all to get a taste of who their customers are and what they value most in the company. In order to make this a reality the strategic onboarding process should include customer stories, their industry backgrounds, their focus areas and, most importantly what needs and expectations they have.
While formulating and cultivating a customer-centric culture, customer feedback can prove to be a valuable source of insight for employee development.
Establishing multi-rater review processes provides feedback from multiple sources including employees, peers, managers and customers. Clear insight into strengths and weaknesses coupled with better understanding of customer demands and expectations can help with individual self-awareness along with talent development.
In other words, a more balanced, well-rounded and informative picture of employees can be painted when feedback from customers is included.
According to HR professional Sharlyn Lauby, to capitalize on the opportunity of enhanced feedback multi-rater review offers, an organization must clearly define the objectives, train the raters, and design a process that encourages open discussion.
Training customers as raters can be part of an organizations’ comprehensive learning effort.
Organizations can improve competitiveness and customer satisfaction by shifting learning efforts focus from internally to internally AND externally.
Employees are put at the center of the learning experience by being both teacher and student while developing new skills, sharing ideas, and gaining insights. Furthermore, environments created for partners, customers and other external audiences can improve customer development and retention.
Extending Learning to external audiences provides the power to transform the organization and execute a digital strategy to improve engagement.
To that end, social collaboration can be of great importance in solving business-critical issues and driving results.
Enabling employees and customers to achieve common goals by connecting, sharing information and developing ideas can reduce analysis and development time. Monitoring discussions and quick follow-ups through system notifications help customers organize work, incorporate data for decision making and streamline key business processes.
Progression into the digital workplace has been empowering both employees, customers and external professionals to achieve a continuous, more efficient communication and collaboration with little effort or delay; thus, contributing parties gain a competitive advantage as far as their performance, personal or professional development is concerned.
Cultivating a sustainable customer centric culture can drive great results. However, such cultures don’t thrive on their own. The power and strength can come from within the organization.
Business innovation through technology comes from and through our people.
Supernova Consulting Vision
Author: Evgenia Antoniou – Business Solutions Support Consultant AKT Cyprus (Supernova)
SAP published a Press Release yesterday to the local media announcing the successful completion of yet another SAP SuccessFactors project by Supernova Consulting, read all about it below:
‘Uniteam Group continues to invest and enrich its portfolio of SAP solutions with the implementation of SAP SuccessFactors Performance & Goals solution, aiming to further improve the level of services offered to the personnel. The implementation was successfully undertaken by SAP channel partner, Supernova Consulting Ltd. The harmonized collaboration between the implementation teams of Uniteam and Supernova resulted in the immediate execution of the project which is already in the productive stage. It is worth mentioning that the implementation was completed in 12 weeks only.
By choosing the SAP SuccessFactors Performance & Goals solution, Uniteam sets the personal performance and goals of each employee at the center of its operations and provides them with the necessary tools and processes that enable them to achieve consistency in task execution, immediate feedback for further improvement and holistic results recognition for increased productivity. Furthermore, by utilizing real time and on time reporting, management can take targeted decisions in relation to the training of each employee or team of employees thus empowering them even more.
“The decision to automate the process of the performance evaluation of our personnel and proceed with the SAP SuccessFactors Performance & Goals solution, was taken primarily to assure a common strategy in the setting of business and personal development goals of each employee throughout the entire organization. In Uniteam we care about our people and we invested in this technology to further develop ourselves, to assess our qualities and abilities and set goals to achieve our fullest potential. This tool empowered our employees to create and manage goals for their personal development” stated Mr. Romanos Yiangoudakis, Group Human Resources Manager.
“SAP solution offers a pleasant and friendly experience to our colleagues and a variety of tools that provide a faster and more efficient use of the performance evaluation procedure. The entire process is supported by many tools, like goal libraries including more than 500 SMART goals, an application for mobile devices for goal setting and monitoring, the supporting writing tool that enables the user to provide a structured and essential feedback, document scanning for the legitimacy of the terms used and many more. Additionally, SAP solution provides to the management a detailed insight regarding the implementation status of each goal and the capability to set additional individual goals to further monitor the progress on a personal, team and departmental level. An increase in the evaluations’ quality, submission time and completion percentages has been achieved. At the same time the solution provides several targeted reports that are very useful to the management and the human resource department of our organization” Mr. Yiangoudakis concluded.
Uniteam Group offers a variety of business services including Ship Management to the countries of Cyprus, Myanmar, Germany, Ukraine and Singapore. Additionally, the Group provides and develops educational solutions for the Shipping industry as well as the Oil & Natural Gas industry and offer services to the Tourist Industry.’
Nowadays, mobile technology has changed the way business is approached. The increasing use of mobile devices in business, leads companies to increase productivity and profitability.
SAP, following the trends of the digital age, presents an application which reverts from delivering key data in forms that overload mobile devices such as PDFs or spreadsheet attachments. In other words, SAP proposes a data visualization and publishing platform which was created for mobile technology having in mind the end user. SAP® BusinessObjects Roambi brings data to life with an intuitive user interface designed specifically for mobile access.
The Data visualizations in this platform give the user the ability to interact with the reports by using functionality and gestures that are commonly used in other mobile devices. Moreover, the application’s visualizations are designed to adapt in response to the screen size of the mobile device.
SAP BusinessObjects Roambi has some significant attributes such as:
A sine-qua-non in analytics:
The potential of SAP BusinessObjects Roambi is astonishing. It promises to become a sine-qua-non in the analytics and BI strategies of enterprises, by providing end-users with real-time access to business data of great importance and providing answers at a glance. Last but not least, SAP BusinessObjects Roambi is a key component of BusinessObjects Cloud.
Author: Foivia Nikolaou – Business Solutions Developer & Analytics Consultant Supernova Consulting
A powerful transformation is underway: more successful mid-sized to large businesses, are embracing “strategic HR” to drive higher performance, productivity, and profits.
This live session will allow you to see and hear how the unprecedented business and technological advances in the world of HR can empower you to increase employee engagement, responsiveness and transform your organization for the workforce of the future. Unlock your employees’ performance potential and plan and develop a workforce with the right competencies to drive your business forward.
Review the live demo of SAP® SuccessFactors, the leader in cloud-based Human Capital Management (HCM) software for talent management, core HR, and HR analytics.
Who attended: HR Managers, Business Leaders, IT Managers, Executives and Decision Makers
Today SAP SE published the following announcement on their website depicting the latest signings for SAP SuccessFactors , the leading Human Capital Management suite:
” WALLDORF — SAP SE (NYSE: SAP) today announced that Mercedes-AMG and Barilla have selected cloud-based SAP SuccessFactors human capital management (HCM) solutions to drive digital transformation in human resources (HR).
In an increasingly global and digital workplace, businesses are looking for comprehensive yet flexible software that enables HR to think globally while also meeting local requirements, and SAP SuccessFactors solutions help deliver this flexibility to companies of all sizes.
“We’re delighted that Mercedes-AMG and Barilla have joined thousands of our European customers in making SAP SuccessFactors solutions their HR technology of choice,” said Mike Ettling, president of SAP SuccessFactors.* “We often talk about how today’s HR tech is not just about simplifying HR, it’s about simplifying the employee experience, helping to create and support all-in people. Companies often struggle with employee turnover, and by providing modern technology solutions, we aim to delight employees around the world.”
Leading companies around the world chose SAP SuccessFactors solutions during the fourth quarter of 2016 to help drive people-first digital transformation that sparks passions and empowers organizations to embrace opportunities in real time, including:
Mercedes-AMG and Barilla are among the latest wave of global organizations to choose SAP SuccessFactors solutions to run HR live in the cloud. As more companies look to transform HR to meet the demands of an increasingly global and digital workforce, they are embracing leading SAP SuccessFactors solutions to help unify and optimize HR processes, while also fostering a mobile, cloud-first philosophy. ”
Click the link for Original Source/Article: news.sap.com
To discover the array of added value this update has to offer watch below the complete session hosted by Supernova Consulting. This session has been the first for the year 2017 and many more will follow. In order to receive notifications about future events you can contact us or use the button below to subscribe to our newsletter.
The new additions described in the live session included:
‘HR systems hold vast amounts of employee personal data that are collected, used and even transferred to third party organizations for a variety of reasons, such as: benefit administration, payroll processing, etc. This trend is expected to grow exponentially as the processing and analysis of large amounts of personal data becomes possible with increasingly sophisticated technology.
With this comes a growing concern from individuals about how their personal data is being used. Hence, a data protection regime to govern the collection, use and disclosure of personal data is being implemented by regulators across the globe, to address these concerns and to maintain individuals’ trust in organizations that manage data.
In this white paper, AKT provides a brief history of data protection regulation that has been put in place for EU countries, which would affect global companies when implementing cloud Human Capital Management solutions, like SAP SuccessFactors.’
The complete White Paper is just beyond the below form, complete it to receive the pdf:
Microsoft has chosen the full SAP® SuccessFactors® HCM Suite, including SAP SuccessFactors Employee Central, for its 114,000 full-time employees.
Microsoft selected the SAP SuccessFactors HCM Suite for its global capabilities, flexibility and extensibility, and open platform strategy. Microsoft expects not only to reduce costs and drive greater operational efficiency but also to deliver an enhanced employee experience consistent with its mobile-first, cloud-first philosophy that attracts and retains talent, fosters employee engagement and drives improved business outcomes.
Microsoft is the latest addition to a group of global organizations that have selected SAP SuccessFactors human capital management (HCM) solutions to run human resources (HR) in the cloud. As more companies are transforming HR to meet the demands of the digital economy, they are embracing market-leadingSAP SuccessFactors solutions to help standardize, simplify and optimize HR processes, and to help increase employee engagement and accelerate innovation through cloud-based HCM.
More than 1,350 leading companies, including Microsoft and Ernst & Young, have selected SAP SuccessFactors Employee Central, an innovative core HR system that goes beyond automation to help businesses manage global workforces more efficiently in the cloud.
“HR today has become overly complex, especially for large global enterprises contending with hundreds of legal and regulatory jurisdictions,” said Mike Ettling, president of SAP SuccessFactors. “Microsoft recognizes that transformation requires simplifying that environment, but just as importantly, as a global technology innovator, it also realizes the importance of providing its people with cloud-based solutions that are cool and easy to use. We’re proud to partner in supporting Microsoft’s continuing journey.”
Market-leading, cloud-based SAP SuccessFactors solutions provide a consumer-oriented user experience including modern user interface design and embedded collaboration capabilities, delivered with device of choice – all which will enable Microsoft to drive user adoption, engagement and employee collaboration. With the SAP SuccessFactors HCM Suite, Microsoft will be equipped to improve employee engagement and realize the business benefits and ROI of its HR technology investment.
This announcement is a continuation of a longstanding partnership between SAP and Microsoft, including the recent news that SAP has selected Microsoft Azure as a preferred public cloud service for SAP SuccessFactors solutions.
“As we accelerate digital transformation at Microsoft and define the future of the industry, it is important that we have world-class platforms to develop our talent, enable them to build meaningful careers and drive employee productivity,” said Jacky Wright, vice president of IT at Microsoft. “Our people are the key to our continued success and SAP shares our commitment to simplifying our global processes and building modern, integrated employee experiences. As an industry leader, SAP has the human capital management expertise to help us further our mission to empower every person and organization on the planet to achieve more, including our employees.”
Source and full article: news.sap.com
4 reasons to invest in Cloud Technology – Move your business one step forward by using SAP® Business One Cloud
Numerous times companies set goals along the lines of “Become more profitable” or “Increase efficiency” or “Remain competitive” and so on. These phrases sound “cliché”, but really imagine achieving these goals fast with a simple and an affordable comprehensive management tool like SAP Business One Cloud.
SAP Business One Cloud is a complete solution that will help you integrate and streamline your main business activities (including financials, sales, purchasing, inventory and etc.). This ensures complete visibility and better control in order to run your end-to-end business processes professionally.
Why invest in Cloud Technology?
A quick response to new opportunities will always be a challenge to the growth of a business. Therefore, we need to find the tool to increase agility and gain the advantage over competition. SAP Business One cloud is the tool to help your business move a step forward.
Author: Chrysilios Vassiliou, Business Solutions Consultant, Supernova Consulting Ltd
Streamline Processes and Gain Business Insights in the Cloud (SAP Solution Brief, 2014), http://go.sap.com/documents/2015/12/86ae5061-517c-0010-82c7-eda71af511fa.html
When Cloud computing meets business intelligence:
Cloud computing and business intelligence provide the perfect match. On the one hand, business intelligence is about delivering the right information to the right people at the right time, and on the other hand, cloud computing offers a lightweight, agile way to access BI applications. Cloud BI applications’ are accessible from multiple devices and web browsers, therefore, there is no need to access the application on-site, information is available on the go.
Some further significant attributes of such an application are::
Organizations can use Cloud BI to easily discover and share insights between the departments, and as a result make better decisions. With the use of the Cloud, the different departments, whether in a different building or country, can check the information and reports generated instantly, without having the need to connect to a different network or to perform any installation like occurs with the on-premise solutions. Other organizations are using the cloud for proof-of-concept projects that later lead to in-house deployments of BI software, according to analysts and BI vendors. One of the reasons companies refrain from adopting or expanding cloud-based approaches to BI is data integration complexities, as well as security concerns about sending sensitive business data beyond the corporate firewall for storage.
Moreover, Cloud BI applications, like other cloud applications, tend to be easier for end-users to operate and set up, which means reduced IT involvement and costs. Applications designed for the Cloud are very simple to deploy, since they require no additional hardware or software installations, and can be rapidly scaled to accommodate for an increase in the number of users in an organization. Last but not least, they can be accessed on any web browser or on any mobile device.
Cloud BI – Aiming for the sky?
The potential of cloud BI is astonishing. Enterprises are migrating to the cloud and are already enjoying the benefits, such as lowered cost, increased deployment speed and ease of use. Cloud applications now boast equivalent computing power to on-premise applications offering users feature-depth that was, up until now, only available in locally installed software.
Cloud BI promises to become a sine-qua-non in the analytic and BI strategies of enterprises, by providing end-users with real-time access to business data of the utmost importance. Cloud BI is not only the visualization of your data, but is the visualization of SUCCESS!
Author: Foivia Nikolaou, Business Solution Developer and Analytics Consultant, Supernova Consulting Ltd