HRO Case Study Mahindra

A-10, Infocity, Sector 34, Gurgaon, Haryana 122001

Copyright 2013 PeopleStrong HR Services Pvt. Ltd.
All rights reserved.

PeopleStrong HR Services Pvt. Ltd.

Confidential Document

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1. TABLE OF CONTENTS
1. SUMMARY .................................................................................................................................. 3
About the Client:................................................................................................................... 3
About PeopleStrong:............................................................................................................. 3
Why this Customer Relationship should be Considered for Award: .................................... 3
Project Scope: ....................................................................................................................... 4
2. PROBLEM STATEMENT & PRACTICES USED ...................................................................................... 4
Problem Statement/Business Needs &Practices Used: ........................................................ 4
3. PEOPLESTRONG SOLUTION ............................................................................................................ 5
Solution Approach: ............................................................................................................... 5
Key Solution Elements: ......................................................................................................... 6
Solution Framework: ............................................................................................................ 8
4. BE INFORMED RECOGNIZING GREAT BUSINESS OUTCOMES IN HR.................................................... 9
5. TESTIMONIAL .............................................................................................................................. 9
6. KEY IMPACTS ............................................................................................................................... 9

PeopleStrong HR Services Pvt. Ltd.

Confidential Document

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1. Summary

About the Client:

Established in 1945, Mahindras core automotive and farm equipment businesses have
grown into market leaders whose triple bottom line ethic is driving industry trends
towards technological innovation, social responsibility, and constantly improving
customer satisfaction

Mahindra & Mahindras Farm Equipment division is the top-selling tractor company in
the world, with annual sales over 150,000, a presence in more than 40 countries and
more than 1,000 dealers worldwide

Auto services include maintenance and repairs, customization, providing spares, and
manufacturing and engineering. Mahindra is opening a new organized-sector market for
pre-owned cars and expanding into foreign markets including the United States and
Europe

About PeopleStrong:
Over 8 successful years in business. Established in 2006, around 600 employees across 5
delivery centers in India

Pan India presence with corporate office in Gurgaon & branch offices in Delhi, Mumbai,
and Hyderabad & Bangalore

Managing over 70 multinational clients and more than 2 lacs customer employees every
month, making us one of the leading HRO in India

Designed & implemented over 500 strong processes across the verticals in India.

First company in the space to be successfully assessed on SSAE16

Launched Indias 1st HR command center

Hire over 40,000 people through RPO engine

PeopleStrong has conceptualized & successfully implemented series of roundtable

discussion on HR Transformation. Envisaged the first ever India Attrition Study and
partnered with Business Today for Best Companies to Work for study. We understand
the business better

Why this Customer Relationship should be Considered for Award:

One of its kind and Wholesome deal End to end employee life cycle (Hire to Retire) of
Mahindra AFS , an Indian conglomerate with varied Business Structures consisting
acquired entities, research & development, sales & marketing etc being serviced

Servicing 10000 permanent and 3000 other than permanent employees at across 150
locations in India for 11 Business Units under Mahindra Auto Farm Sector
One of the largest HR Transactions with commercials crossing million USD
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Project Scope:
HR Helpdesk

Recruitment Shared Services

o

Sourcing Management

Shortlisting - Screening and Validation

Interview Process Management

Line Managers Management

Query Resolution

Hand Holding of Selects

Quality Management

Governance

MIS & Reports

Human Resource Shared Services Centre

o

On-boarding Pre Joining, Joining & Post Joining

T & D Administration

PMS Administration

Separations Management

Confirmation Coordination

Transfer & Relocation Coordination

HRMS Database Updation & MIS

Relationship Since: Jan 2013 till date

2. Problem Statement & Practices Used

Problem Statement/Business Needs &Practices Used:

Consistency

Process Standardization

Stakeholder & Role Definition

Efficiency
o

Centralized Execution

Technology Interface

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Effectiveness
o

Defined Service Levels

Process Performance Dashboards & MIS

Cost Leadership
o

Consolidation and standardization

Minimal redundant processes, optimum resource utilization

Integrated Strategic Service Delivery

o

Consistent and One India Employee Experience

3. PeopleStrong Solution

Solution Approach:
PeopleStrongs extended support as a partner and approach to the problem statement was divided
into five main groups. The Transitions & Solutioning team had a 180 day project plan to understand,
assimilate, fix, train & implement the solution frame work. Involvement of Operations in
Transitioning for seamless migration was done. The solution framework had following structure:

1. As is Understanding

Understanding M & M AFS Org Structure

Understanding the current process & policy framework

Understanding the current connecting points for ERP

Understanding the business stakeholder requirements

2. Assimilating Best Practices

Gap Analysis

Optimum resource utilization

Proposed Techno-Functional Requirements

Identifying best practices within & beyond the organization

Project Management

3. To Be Design Framework

Designing new HR Structure

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Designing the new workflow with roles /users ( Process + Technology )

Flow of data between the applications / processes

Designing User Specification document and FAQs

Sign off on the workflows , roles, users, access rights, reports

4. Pre-Implementation

Pre-Implementation Checklists ( People, Process, Technology )

Communication and Change Management

Risk mitigation strategies

Integrated process maps

5. Implementation & Roll out

Phase-wise approach

Sign off on Process, SLAs & Responsibility Matrix

Project Management & Monitoring

Key Solution Elements:

1. Recruitment Shared Services :

Recruitment Shared Services Centre is divided in to two Teams :

o

Onsite Team Engagement SPoC and Source Management SPoC at 2 Locations

Offsite Team Gurgaon Sourcing Group , Processing Group

Alt Recruit ( Application Tracking System ) : Leveraged technology and automation for quick
turn around and real time availability of information:
i. Employee Referral Portal
ii. Recruiter Portal
iii. Business Portal
iv. Candidate Portal

Efficient Sourcing Management with Standardization of Source Mix for all locations with 50%
contribution of Paid Channels and 50% Non-Paid Channels

Standardization of Offer and CTC Templates across Business Units (To the extent possible);
Release of Offer letters centrally by Recruitment Team

BGV : Common Vendor Across AFS, Standardization on BGV Checks and Level for conducting
background verification, Preparation of Action Matrix (for BGV report)
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Standardization of Travel Re-imbursements limits across Business Units

CTQs (Critical to Quality ) parameters defined for all open positions

Centralized resume database and JD repository on recruiter portal

All sourcing channels activated simultaneously , however for first 2 weeks only internal
candidates screened and interviewed

Candidate feedback collected from all candidates appearing for interview

Dedicated line for resolution of candidate queries

Standard MIS and Reports for all Business Units . Example : Manning Report, Conversion
Ratios, Source Mix, Recruitment Trend, SLAs, CpH

Standard communication templates and forms

2. HR Shared Services:

Centre is divided into two Teams :

o

Onsite Team Location HR SPoC(s) at 11 Locations

Offsite Team Gurgaon - SAP Group, Onboarding Group, Transaction Processing Group,
Document Management Group

Centralized joining at specific locations with onsite SPoC responsible for joining coordination
and offsite group supporting joining activity from pre-joining stage, Token ID creation &
Document processing

Standard document checklist & E-docket and Central Bank Account opening across Business
Units

Onsite SPoCs facilitate the 3 day induction procedures and IT procurement

P-File and E-file Collection of documents done by Onsite SPoCs and creation by Offsite
group

Standard confirmation, transfer and separation processes administered through SAP across
Business Units

Centralized database management on PeopleStrong HCM Platform and SAP Updations

across Business Units

Standard MIS and Reports for all Business Units

Standard communication templates and forms

3. Helpdesk Query Resolution Management

End to End query management for all employees

Escalation matrix for handling different levels of queries

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Employee connect maintained through auto responders & query resolution with SLA

Input and maintenance of employee master data

Address employee query received from all 3 modes i.e phone, web and mail

Single POC for all employees concerning any query

MIS and reports

Solution Framework:
PeopleStrong solution framework is divided into three major groups with following structure:
a. Project Governance Group
i. Knowledge base Management
ii. Change management HUB for process and policies.
iii. Project Control Center
1. Analytics
2. Recommendations for improvement
3. Quality Compliance
b. Transaction Support Group
i. Database Management
ii. Technology exchange module
iii. Statistical analysis for improved business predictability and better decision making
iv. Alt- Recruit and Alt Organize
v. Process Tracking & Control
c. End Customer Support Group
i. Anytime / anywhere multiple interface access
1. Email / web/Call
ii. Dedicated service interface
1. Helpdesk/ Recruitment /HR operations
iii. End Customer satisfaction programs
iv. Onsite/Offsite delivery Model

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4. Be Informed Recognizing Great Business Outcomes in HR

Mahindra is now able to Integrate existing processes and activities under one service
umbrella (simplifying and standardizing across all units , looking at processes from an end to
end stand point)
Standardization of processes has freed up time for HR-Generalists and COEs as they are
relieved of administrative work so now, they can focus on the helping the business (i.e.) the
drift has taken from staff room to the board room
Statistical approach of managing business operations Helps to avoid irrational decisions
and subsequent cost implications
Consistency and predictability of business delivery
By achieving Service Delivery excellence through a one-stop-shop with employee selfservice, transaction processing and on-line MIS availability
Enhanced cost effectiveness through the creation of offshore Shared services center at
Gurgaon, re-sizing of HR-operational model (re-designing the To-be processes),
rationalization of HR Business process, reduction in complexity, focus on lean processes
saving cost and time
Focus on design and implementation activities (i.e.)- Process, Technology, and People led
to smooth Change management thereby making it a success

5. Testimonial
Attached seprately

6. Key Impacts

a. Consistency
o Central Administration of HR Operations | Training | PMS | HR Helpdesk |
Recruitment
o Process Standardization and elimination of Non Value Adding and Redundant Steps
: 11 Processes and 76 Sub processes
o SLAs Defined : 77
o HR Stakeholder & Role Definition
b. Efficiency
o Centralized administration with decentralized process ownership @ strategic
locations
o Leveraging ERP : Alt Recruit(ATS) - Employee Referral Portal, Recruiter Portal,
Business Portal, Candidate Portal, SAP Integration for all HR Processes
o Maker Checker concept implemented in in-scope HR Processes
o HR: Employee Ratio improved from 1:54 to 1:68
c. Effectiveness & Performance
o Process Health Meter SLA and Reverse SLA scorecard with weekly, monthly
operating review with HR
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Adoption @ Mahindra Auto Farm Sector across the group @ 63% (Complete Golive in Oct13)
o YTD Request Closure @ 99.3%
o 98% of Level 1 requests around Policies & Benefits resolved within SLA
o 94% reduction in open requests from go-live till Jan14 (includes data management
and MIS)
o 91% of SAP requests completed within SLA
o 95% of Experience and Relieving Letters handed over to employees on Last
Working Day ( excluding cases where NDC initiated is less than 7 days )
o 96% PMS requests resolved within 18 working hours from the request of the query
o 91% Mid-Year Review (PMS) completed within time.
o Behavioral Training calendar adherence @ 94.4%, Functional training adherence @
79%
d. Integrated Strategic Service Delivery Consistent and One India Employee Experience
o Servicing 10000 permanent and 3000 other than permanent employees at across
150 locations in India for 11 Business Units under Mahindra Auto Farm Sector
o Setting of One Stop Query Resolution System Helpdesk reaching to a 97% First
Call Resolution ( FCR ) rate
o Decreased Touch time - Average speed of answering 03:49 minutes
o Auto replies and triggers to maintain employee connect
o Over 19000 unique requests, handled for employees in a span of 6 months from
Jul13 @ average 250 requests per day
e. Compliance
o Governance Charter Sponsor, Strategic, Tactical, Operational
o Industry best practices implementation Policy Benchmarking & Gap Analysis
every Quarter
f. Insights
o Business Intelligence Quarterly projects on Key Business Metrics
o Decision Support System
o Real time analytics On Alt Infer
g. Cost Leadership
o HR Strategic Bandwidth Release : 11088 Man hours per month
o Consolidation, Standardization , Redundancy and NVA activity removal

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