MGT 101 - Best Practices of Convergys in HRM

Jamison, John Bryan Macayan, Camella Ann Nohay, Nikki Sandro, Joy Jolloso, Leona MGT 101-F
Feb 12, 2014 Group 4
Convergys Corporation is a company that focuses on helping other companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Since they are a company focusing on customer relationships, satisfaction, it is assumed that they know a lot about managing people, specifically Human Resource Management. The business has nearly 75,000 employees and clients in more than 70 countries, speaking more than 35 languages, from 85 sites across North America, Europe, the Middle East, India and Asia (most notably in the India and the Philippines), the Pacific, and Latin America.
Mission and Vision of Convergys Convergys Mission is Provide Customer Relationship Management software and services that create valuable relationships between our clients and their customers. Convergys Vision is that Convergys will be the recognized global leader in innovative Customer Relationship Management solutions. Convergys seeks to provide for our clients which has Leading-edge products and services that offer a compelling value and create a competitive edge. Convergys also seeks to Create for our employees that has an environment that attracts, develops, and rewards highly effective people and be recognized as one of the best companies to work for. And lastly, Convergys seeks to achieve for our shareholders which returns in the top quartile of Fortune 1000 companies Practices of Convergys in Human Resource Management were incorporated in Autoliv In this examples of practices, the management of Autoliv, a company for automotive safety, incorporated the organizational values and goals of Convergys to some of its policies and procedures. The HR practices that are redesigned and redeveloped are: 1. Performance Management The performance management model that is being employed at Autoliv is congruent with the companys objectives of sustainable growth, customer focus, employer of choice, world class manufacturing and social responsibility. These objectives were taken into consideration in measuring performance and employee contributions. Key performance indicators have been implemented for each of the organizational goals. The HR department with the coordination of the top management have defined the skills that are required of the employees in order for them to effectively and efficiently fulfill their job responsibilities.
2. Work Design The organization also introduced changes in the way work is performed in Autoliv. In order to ensure that company objectives are achieved, the management and the HR team focused on quality, flexibility and customer focus. 3. Recruitment and Selection The company seeks to attract, retain and motivate its employees. The company has redesigned its recruitment, selection and retention strategies in order to communicate its commitment to permanent workforce. Employee motivation is also given importance. 4. Training and Development The HR department and the top management makes sure that its training and development initiatives support and deliver the organizations business and change objectives. Autoliv has recognized that attracting, retaining, developing, and promoting employees with perceived potential to deliver the organizations goals is critical to its success. Consistent with this approach is the commitment to valuing and developing the skills, knowledge and creative potential of its workforce. 5. Career Development The company believes that career development and succession planning is important in reinforcing the values and behaviors that it seeks to promote. 6. Reward and Recognition Rewards management was strategically designed by Autoliv to aid in the reinforcement of desired behaviors and outcomes. Autolivs reward strategy is influenced by the organizations culture, its mission, values, business strategy and the broader human resource strategy. 7. Equal Opportunity and Work-Life Balance Autoliv is committed to its employees. Part of that commitment is the companys initiative to promote a balance between the employees work and personal (family) life. Autoliv provides equity and access and opportunity for all. These benefit both female and male employees. In its desire to become an employer of choice for women, the company has implemented a suite of reward and work-life balance initiatives as part of its equal employment opportunity, staffing, retention, development and reward strategies.
Best Practices of Convergys in Human resources Management Strengthening partnersip to other companies to improve the services provided specifically, patnering with a technology based company. This practice is shown in 2006 where Convergys are accepted in BPO Services Powered b y SAP" program. SAP is the worlds leading provider of business software solutions. Convergys and other partners in the program have met SAP's rigorous certification standards and are re-certified on a regular basis to ensure the continual delivery of high-quality services. Through this partnership, SAP and Convergys are working together to improve the standardization of quality business processes, increase efficiencies, and utilize best-of-breed processes while reducing risk and operation costs. Convergys is currently implementing global SAP BPO initiatives with DuPont and Whirlpool Corporation. Strategic Expansion of the company is never-ending. This is prominently seen since the expansion of HR BPO service centers in 2006. Convergys has added to its global HR BPO capacity by opening new or expanding existing service centers in Kuala Lumpur, Malaysia; Bangalore, India; Dalian, China; and Singapore. These service centers provide high quality, world-class HR business process outsourcing (BPO) services to more than 150 global and regional Convergys clients.
Vice President and Managing Director of Asia Pacific Operations for Convergys said that "As part of our strategic expansion efforts, we operate in high-tech locations with a highly skilled talent pool to grow our client base and meet the needs of our clients. Convergys is committed to the Asia Pacific region and we are leveraging the local expertise of our service centers to benefit our clients worldwide." Convergys' Asia Pacific service centers provide a broad scope of HR BPO services such as benefits and leave administration, learning and performance management, recruiting and staffing administration, and payroll administration for clients from multiple industries including finance and retail. These service centers add to Convergys' existing Asia Pacific presence, which includes 16 offices and over 17,500 employees, and provides the needed infrastructure for the continued growth of HR BPO services in the region. Provision of HRM to diverse companies but taking account the goals of the companies being offered at . One company being offered of HRM services is Starbucks. The executive vice president of Partner Resources at Starbucks, Dave Pace said that Our partners (employees) are the heart of our business and the key to our continued success. We needed to find a HR service provider that both shared our vision and values and had a commitment to customer service that was as strong as our own, In Convergys we found both of those qualities, as well as a provider who can provide flexible, reliable, and scalable services to help us as we continue to grow. Starbucks is noted the world over for delivering a world-class experience to its customers, said Karen Bowman, president of Convergys' Employee Care business. To be selected by one of Fortunes Most Admired Companies and one of the countrys Best Companies to Work For, validates our service delivery model and our ability to provide a superior HR experience for Starbucks partners around the globe. We are delighted to play a role in Starbucks continued success."
Sources: https://mycvg.convergys.com/Convergys/Portal/HR/finalecontent.nsf/WebView/ED964F3450EED01985 256F380060A08D/$File/code_of_conduct.pdf?Open http://www.managementparadise.com/forums/human-resources-management-h-r/214014-humanresource-management-convergys-corp.html http://www.hr.com/SITEFORUM?&t=/Default/gateway&i=1116423256281&application=story&active=n o&ParentID=1119278002800&StoryID=1142998462355&xref=https%3A//www.google.com.ph/ http://www.hr.com/SITEFORUM?&t=/Default/gateway&i=1116423256281&application=story&active=n o&ParentID=1119278002800&StoryID=1152107760896&xref=https%3A//www.google.com.ph/ http://www.hr.com/SITEFORUM?&t=/Default/gateway&i=1116423256281&application=story&active=n o&ParentID=1119278002800&StoryID=1184681421737&xref=https%3A//www.google.com.ph/

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Jamison, John Bryan Macayan, Camella Ann Nohay, Nikki Sandro, Joy Jolloso, Leona MGT 101-F

Feb 12, 2014 Group 4

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