Framework for a BPHR service model implementation: basic consideration and maturity approach

1. 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

2. Service Model
Service definition(ref 1):
The overall experience through which
We satisfy
The needs
Of the customers and
We generate value for them.
A experience that is the mix of tangible and intangible factors
And that is immediately produced and enjoyed
a) Every highlighted term must be carefully specified, tailoring to the specific BPHR Service case
b) In addition, must be considered if and how the customer is an active player of the service
experience delivery.

3. Customer
Value
Expectations
Experience
Satisfaction = Perceived Value - Expectations
Perceived Value = (Results + Process + Emotions)
-----------------------------------------
(Price + Issues + Uncertainty)
Main courses:
1) Incrementare il valore
2) Ridurre o costi
3) 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 MoT
Rif 2
Touch Point Tp Tp
Design Principles

4. Continuous Improvement: based on gaps analysis

5. 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

6. Adhoc
activities
Stabilizedworking
Environment
(StabilityLevel1)
Identified&diffused
bestpractices
Processmngt
Throughitsdata
(StabilityLevel2:
variancereduction)
Continuous
Improvement
(Capabilityenhancement)
Example 2 : SEI’s PCMM (ref 5)

7. Process Areas per Maturity Level
Comment to Level 2 in the our specific BPHR business context
The Level 2 maturity scope is to diffuse a robust management culture at all management levels
The 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).

8. BPHR Strategy & Business Plan
BPHR Vision BPHR Mission BPHR Goals BPHR Business Plan
Stakeholders
INTERNAL
EXTERNAL
Senior Mngt Line Mngt Employees Internships
Candidates Unions “Retirees” Alumni
BPHR Service Model
SERVICES
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
BPHRTeamorganization&Governance
BPHRTeamTechnology&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 Guidance
Relationship
Mngt & Comm

9. BACK UP
BPHR Service Model: Framework Application Example

10. 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

11. BPHR Body of Knowledge Availability/ Description
Risk 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 delivered
Org Design Criteria To be delivered
Coaching and Mentoring pills Content available (to be reviewed)
Negoziazione Available an internal training
Cambio mansione Content available
Competence Develop. Principles Content available
Service 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

12. BPHR Strategy & Business Plan
BPHR Goals
Stakeholders
INTERNAL
EXTERNAL
Senior Mngt Line Mngt
BPHR Service Model
SERVICES
BPHR Measurements & Analytics
Company’s People Culture
Values Principles People Brand Diffused Awareness
BASIC SERVICES
• Payround support
• Reporting (various people issues)
• Internal Mobility assurance
• Difficult Conversations support
• DC&G delivery
BPHRTeamorganization&Governance
BPHRTeamTechnology&Infrastructure
BPHR FRAMEWORK (hypho – ed 1), Evolution Scheme Example for BPHR Capabililty – Level 1
TALENT MNGT
• Performance Evaluation (PE)
support
• Hiring Assurance
MORE STRATEGIC CONTRIBUTION

13. BPHR Strategy & Business Plan
BPHR Goals
Stakeholders
INTERNAL
EXTERNAL
Senior Mngt Line Mngt Employees
Candidates
BPHR Service Model
SERVICES
BPHR Measurements & Analytics
Company’s People Culture
Values Principles People Brand Business OutcomesDiffused Awareness
BASIC SERVICES
• Payround support
• People Risk oversight contribution
• Reporting (various people issues)
• Internal Mobility assurance
• Difficult Conversations support
• DC&G delivery
BPHRTeamorganization&Governance
BPHRTeamTechnology&Infrastructure
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

14. BPHR Strategy & Business Plan
BPHR Vision BPHR Mission BPHR Goals
Stakeholders
INTERNAL
EXTERNAL
Senior Mngt Line Mngt Employees
Candidates Unions
BPHR Service Model
SERVICES
BPHR Measurements & Analytics
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
BPHRTeamorganization&Governance
BPHRTeamTechnology&Infrastructure
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

15. BPHR Strategy & Business Plan
BPHR Vision BPHR Mission BPHR Goals BPHR Business Plan
Stakeholders
INTERNAL
EXTERNAL
Senior Mngt Line Mngt Employees Internships
Candidates Unions “Retirees” Alumni
BPHR Service Model
SERVICES
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
BPHRTeamorganization&Governance
BPHRTeamTechnology&Infrastructure
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

16. 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