人力資源的關(guān)鍵連接：戰(zhàn)略性自動(dòng)化與員工賦權(quán)++The+Critical+Connection+for+HR：+How+Strategic++Automation+Drives++Crucial+Employee++Empowerment

ThecriticalconnectionforHR:

Howstrategic

automationdrives

crucialemployee

empowerment

Realstoriesofhowenterprisesarefocusingonworkerexperiencetosucceedinchallengingtimes

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TableofContents

4Howastrategicautomationapproach

works

5Keyareasofstrategicautomationforemployee

experience

8Realstoriesofstrategicautomationandsuccess

18Thefutureofstrategicautomation

Employeeretentionremainsa

struggle.Here’swhystrategic

automationistherightanswer.

AnextensivesurveyconductedbyIDC1andsponsoredby

ServiceNowreinforceswhatmanyglobalorganizationsare

finding:Deliveringabest-in-classemployeeexperience

ismorecriticalintoday’sworkplacethaneverbefore.The

“greatresignation”recentlycreatedacrucialneedforevery

departmenttooptimizehowitsworkersoperatedday-to-

day,justtoremaincompetitiveinaverychaoticjobmarket.

Andnow,changingeconomicpressuresandtherisksof

hiringfreezeshaveaddedpressuretopeopleandprocess

managers.Youmustkeepthetalentyoualreadyhavein

place—andmakesuretheyareproductive,empowered,

andsatisfied.

ThechallengeisfeltallthewayuptotheC-suite.

AccordingtoaglobalCEOsurveyof917CEOs,thenumber

oneCEOpriorityistoattractandretaintalent.2Eventhough

thisisahighpriority,organizationsoftenfaceretention

issuesinthefirstplacebecausetheyarenotfulfillingthe

needsoftheiremployees.Forinstance,withincreasing

demandsonemployees’time,manycannotcopewiththe

volumeoftaskswithoutautomationsupport.Inaddition,

whenorganizationsprovideemployeeswithmultipleself-

servicesystemsforinternalrequests,thisfrequentlyjust

createsmorefrictionandfrustrationforemployeeswhonow

mustnavigatevariousinterfaces.It’sclearthatorganizations

needtoimplementstrategicautomationtostreamlinetasks

andsimplifyself-serviceoptionsforemployees.

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!

65%

Reasonsforwantingachangeofjob

(amongthoseactivelyandpassivelylooking)

Moreflexibleworkingconditions

Advancemycareerdevelopment

pay

Betterworkingenvironment/

employeeexperience

Moremeaningfultasks51%

Onatime-limited

contract/noticeperiod

60%

58%

28%

63%

53%

Better

Organizationswithstrategicautomationhave

significantemployeeretentionandsatisfaction

Source:IDC,AutomatetoEmpowerSurvey,July2022(n=1,500)

Howastrategicautomationapproachworks.

AccordingtotheIDCreport,oneofthewaysorganizations

arecombattingemployeeretentionsuccessfullyisthrough

strategicautomation.Simplyput,automationistheability

tousetechnologytoperformtaskswithminimalhuman

effort.Morespecifically,automationdescribesthetools,

techniques,andstrategiesdesignedtominimizelabor,

freeinguphumanworkerstofocusonotherresponsibilities.

Automation,alone,isnotenough.But,whenorganizations

takethetimetoconsideremployeerequirementsandthen

automatestrategically,thepayoffsaresignificant.The

reportrevealsthatemployeesusingacentralizedcompany

portalareatleasttwotimesmorelikelytorecommendtheir

employer.Andemployeesnotusingself-servicetoolsare

eagertoadoptthem,withnearlyoneintwoemployees

thatthinktheyprovideabetteremployeeexperienceand

supporttheminmomentsthatmatter(e.g.,onboarding,

leave,travel).3Themessageisobvious:organizationsmust

automatestrategicallyorfacetheconsequences.

Organizationsarestrugglingtorecruitnewemployeesinservicesdelivery.Retainingemployeesisparamount.

59%

ofthesurveyedemployeessaidfindingandretainingtalentforpositionsintheirfunctionalareawasmoderatelyorextremelydifficult.

ActivelylookingPassivelylooking

6%29%

Notlooking

Overathirdofallsurveyedemployeeswereactivelyorpassivelylookingfornewemployment.Resignationsoftendisruptongoingbusinessandemployeesareveryexpensivetoreplace:betweenhalfandtwotimestheannualsalary,accordingtomultiplestudies.

“Softer”factorsrelatedtoemployeeflexibility,engagement,empowerment,andsenseofpurposewerekeyfactorsforthepotentialleavers.Improvingtheseaspectsoftheworkplaceisimportantandautomationispartoftheanswer.Organizationswithstrategicautomationarebestplacedtoretaintalent,asemployeesarehalfaslikelytobeactivelysearchingasthosewithnoautomation.

*Source:IDCeBook,sponsoredbyServiceNow,WhyStrategicAutomationEmpowersEmployeesinOperations,IDC#149378222,Aug2022

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Keyareasofstrategicautomationforemployeeexperience

TheNowPlatformfromServiceNow?providescustomizedautomationtostrategicallymeetindividualcompanyandemployeeneeds.OrganizationsthatusetheNowPlatformcanachievefourmaingoalstoimproveemployeeexperiencesacrosstheboard:

11Deliverworkflowstosupportcomplexcross-departmentaljourneys

?Supportpeoplemovement:Buildanall-encompassingplatformtomakeHRprocesses(suchasonboarding,offboarding,andtransfers)runsmoothly.

?Supportpersonalevents:Supportingindividualeventsshowsemployeestheyarecaredfor(e.g.,LeaveofAbsence),likelyincreasinghappinessandperformance.

?Supportprofessionalevents:Workplaceeventslikereturntoworkandpromotionscelebratetheworkemployeeshaveaccomplishedandbringcoworkersclosertogetherasateam.

?Supportdisciplinaryevents:Acknowledgeemployeegrowthandperformance,suchasperformanceimprovement,tocontinueemployeemotivation.

?Provideblueprintsforcommonjourneys:Ahubforemployeestovisualizeallthepossibilitiesofworkingatacompanyandallowmaximuminsightandcareergrowth.

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22Provideflexibilitytosupportvariancesinprocessandexceptionhandling

?Configurelifecycleeventswithprofilecriteria,exceptionhandling,andtestingcapabilities:Adapttouniqueemployeeexperiencestohandleimmediateneeds.

?Configureandtesttargetedcontentcampaignsbasedonemployeeprofilesandevents:UseAI-poweredanalysisandmachinelearningtoanticipatecontenttrendsandimprovestaffsatisfaction.

33Involvemanagersordepartmentalleadsindefiningandsupportingjourneys

?Provideaninterfaceformanager/department-to-employeeplaninteractions:Identifyandoperationalizewaystoimproveteameffectivenessandprocesses.

?Supportplanpermutationsandtemplates,includingramp-up,performanceimprovement,andre-skillingexamples:

Simplifywaysforemployeestoadaptandimprove.

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44Embedlisteningandlearninginthemomentwithinthejourney

?Deliverin-momentpulsesurveys:Receivefrequentemployeefeedbacktoadjustprocessesasnecessary.

?Provideanalyticsonemployeesentimenttrendstiedtojourneysandserviceexperiences:Gainspecificinsighttoleveragecareergrowth.

?Curatelearninganddeliverwithinthemomentofanemployeejourney:Prioritizetrainingandrespondtoemployee

growthquickly.

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Realstoriesofstrategicautomationandsuccess#1

HowstrategicautomationthroughtheNowPlatformhasenhancedemployeeexperiences

ASMLstrivestobeaplacewherepeoplelovetowork.In2021,itreceivedthe

NewsweekTop100award

for“MostLovedWorkplace.”O(jiān)neofthereasonsforwinningtheawardwassystemiccollaboration,utilizingtechnologytohelpguideemployeesthroughouttheirworkday.TheiruseofServiceNowtoautomatethroughViolet,aServiceNowVirtualAgent,provides24/7support,instantanswerstoquestions,andconnectsuserstomoreinformationtomaketheirworkingliveseasierandyieldedan80percentusersatisfactionrate.

Moreinformationon

ITServiceManagementPro

&

VirtualAgent

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ServiceNowhashelpedustodemonstratethetremendousvaluethatVioletcandeliverforthebusiness—andit’satemplatewecanextendtorepetitiveprocessesinmanyotheroperationalareas.

RamondeBruijn,Manager,EnterpriseServiceManagementCenterofExcellenceandInnovation,ASML

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Realstoriesofstrategicautomationandsuccess#2

HowstrategicautomationthroughtheNowPlatformhasenhancedemployeeexperiences

JapanTobaccoInternational(JTI)hasawell-roundedapproachwhenitcomestoinnovation.Perhapsthat’swhytheywereawarded

GlobalTopEmployerbyTopEmployer

fortheeighthconsecutiveyear.

JTIrecentlyrecognizedtheycouldimproveemployeeexperiencesanddrivegreateroperationalefficienciesbyconsolidatingaccesstomulti-departmentservicesacrosslegal,marketing,sales,andfinance,sotheyimplementedServiceNowtoenablenext-generationGlobalBusinessServices(GBS)viaaunifiedgatewaycalledMyJTI.MyJTIprovidesuserswithaneasyandaccessibleexperience.Theunifiedgatewayincorporates300servicesandhas31,000globalusers.

SummaryisfromaKnowledge22customersession.Moreinformationonthe

NowPlatform

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Nowouremployeescangotooneplaceandrequestallservices,

informationandhelptheyneedfromanywhere.

AlinaVashchenko,ServiceNowProgramDeliveryTeamManager,JTI

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Realstoriesofstrategicautomationandsuccess#3

HowstrategicautomationthroughtheNowPlatformhasenhancedemployeeexperiences

NovantHealthisnotafraidtoimplementautomationasitsworkplaceevolves.Mostrecently,theywererankedbythe

BirminghamBusinessJournal

asoneof

Birmingham’sBest

PlacestoWork,ModernHealthcare’sBestPlacestoWork

,

andreceivedthe

Fortune100Award

forBestCompaniestoWorkFor.Theynoticedaboomingdemandforworkflowautomationandnewapplicationsandwantedtomaximizetimeforfrontlinedoctorsandnursestoenablethemtospendtimecaringforpatients.Inturn,theyused

ServiceNowApp

Engine’slow-codeapplicationdevelopmentplatformto

introduceacitizendevelopmentprogram,whichledtoa40%

increaseindevelopmentcapacity.

Moreinformationon

ITServiceManagement

,

IntegrationHub

&

VirtualAgent

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It’sveryrewardingtobeabletogivethisvaluabletimebacktoourfrontlinestaff,allowingthemtofocusonwhattheirprimaryroleis,whichisallaboutdeliveringaremarkablepatientexperience.Everyonesawinner.

BrianNuernberg,DirectorofServiceDelivery,NovantHealth

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Realstoriesofstrategicautomationandsuccess#4

HowstrategicautomationthroughtheNowPlatformhasenhancedemployeeexperiences

OneofPomerleau’skeyvaluesisinnovation.In2022,theywererankedamongst

Canada'sTop100Employersand

Montreal'sTopEmployers

.PomerleauusedServiceNow’sAppEnginetocreateitsDigitalLogisticsRequisitionapp,whichletssitesupervisorsrequestmaterials,tools,andservicesdirectlyfromtheirmobiledevices.ServiceNowlow-codetoolscontinuouslyincorporateandvalidateuserfeedbackwithinasinglesprint.Asaresult,itledtoan

increaseinlogistics

efficiency,reliabledeliverytimes,andreducedoverall

constructionrisk.

Moreinformationonthe

NowPlatform

&

AppEngine

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ByautomatingourlogisticsprocesseswithServiceNow,

wecankeepourconstructionsiteshumming.

DanielGagné,ITDevelopmentCoordinator,Pomerleau

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Realstoriesofstrategicautomationandsuccess#5

HowstrategicautomationthroughtheNowPlatformhasenhancedemployeeexperiences

Takedahasamissiontomakesurethatitspeoplefeelconfidentandsupportedeveryday.In2021,itwasnamedoneoftheBestWorkplacesinChicagobyGreatPlacestoWorkandranked#12inFortune’sBestWorkplacesinHealthCareandBiopharma.WiththeNowPlatform,TakedaismovingawayfromtraditionalcasemanagementinareassuchasHRinfavorofguidedexperiences.Forexample,theirapproachhasdeliveredastreamlinedandconsistentemployeeonboardingexperienceacrossthecompany’sglobalfootprint.

SummaryisfromaKnowledge22customersession.Moreinformationon

HRServiceDelivery

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We’retakingwhatwe’velearnedfromHRandarelookingbackatourfinanceandourprocurementorganizationswhereyouhavesimilarchallengesaroundvisibilityoftransactionsandvisibilityofprocess.

We’reupliftingtheprocessbywhichyouordersomethingtobemuchsimplerandmuchmoreintuitive.

RobPretty,HeadofPeople’sSolutions,Takeda

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Automatestrategicallyorfacetheconsequences

Thefutureoforganizationsreliesonefficientandpositiveemployeeexperiences

The2022IDCreportrevealsthatemployeesthathavelimitedornoautomationare46percentmorelikelytobeactivelylookingforajob.4Employeeshavehigherexpectations

whentheirworkloadsandresponsibilitiesincrease,andyouremployeeexperienceplatformmustbeflexibleenoughtosupportvarianceswhentheflowofworkchanges.Thisrequiresorganizationstoequipmanagerswiththeessentialtoolstomanageandsupporttheirworkteamsbycreatingrelevantemployeejourneys.ServiceNowautomatescomplexprocessesacrosstheenterprisetosupportemployeejourneys,likereturntowork,onboarding,andtransfers,thatrequiremultipleactionsbyvariousdepartments.Addingstrategicautomationacceleratestime-to-valueandenablesfasteradoptionofnew,innovativeemployeeexperiences—ultimatelyleadingtomoresatisfied,engaged,andproductiveemployees.

*Source:IDCeBook,sponsoredbyServiceNow,WhyStrategicAutomationEmpowersEmployeesinOperations,IDC#149378222,Aug2022

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Learnmoreabouthowyouremployeeorganizationcanstayconnected,engaged,andproductiveacrossyourentireenterprise:

EmployeeExperiences

CustomerWorkflowsBook