ANDERS TSE

ORGANIZATIONAL DESIGN PORTFOLIO

G . M . H R O P E R AT I O N S D E S I G N P R O J E C T
CORNELL UNIVERSITY MILR CASE COMPETITION 2014

{ Team: Anders Tse, Jenna Rotach, Teodoro Guzman,, Xiaolin Su, Shan Tuong }
This project called for the redesign of the HR Operations teams organizational structure and
HR Global Shared Services System for a multinational manufacturer of consumer food.
HR&Customers&

This was a response to the organizations

business challenges, which included:

Greater complexity due to business

growth and globalization
Increased competition from smaller,
more agile companies
Changing workforce demographics in
cultural and generational diversity
Cost pressures

Regional&
Processes&
Centers&

Regional&
Processes&
Centers&

Regional&
Processes&
Centers&

Regional&
Processes&
Centers&

Regional&
Processes&
Centers&

Global&Processes&Center&

Global&Technology&Pla/orm&

G . M . H R O P E R AT I O N S D E S I G N P R O J E C T
CORNELL UNIVERSITY MILR CASE COMPETITION 2014

Global#Ops#SVP#

Director#of#Global#HR#Ops#

HR#Leader#

HR#Leader#

HR#Leader#

HR#Leader#

HR#Leader#

Func+onal#Expert#

Payroll#

Payroll#

Payroll#

Payroll#

Payroll#

Func+onal#Expert#

Recrui+ng#

Recrui+ng#

Recrui+ng#

k
Recrui+ng#

Recrui+ng#

Func+onal#Expert#

Learning#Admin#

Learning#Admin#

Learning#Admin#

Learning#Admin#

Learning#Admin#

Canada#

EUAU#

La+n#Amer#

Asia#Pac#

US#

In response to these business challenges, I

first looked into the organizational structure
and designed regional hubs. This would
allow the organization to adapt corporate
strategy to local policies, such as payroll,
recruiting processes, and learning
administration.
Direct communication between the regional
leaders and HR Ops corporate leadership
serve as a direct channel in ensuring
consistency and harmony in global HR
!processes.
!
!
!
!

G . M . H R O P E R AT I O N S D E S I G N P R O J E C T
CORNELL UNIVERSITY MILR CASE COMPETITION 2014

Tier%0:%Self%
Service%!%G&Me%
90%out%of%100%
inquiries%will%
be%resolved%in%
Tiers%0%&%1%%

Other%10%
escalated%
inquiries%will%be%
resolved%in%
Tiers%2%&%3%
%

Tier%1:%HR%Service%
Center%!%HR%Call%
Center%

!
!Globalize%G&Me%system!
Helpdesk%feature%
integrated%in%G&Me%
and%HR%Service%Center!

Tier%2:%HR%
Shared%Services%
Specialists%
Tier%3:%
Centers%of%
Excellence%

Free!up%specialists%and%
COEs%Lme%to%work%on%
strategy%and%system%
operaLons!

In addition, I was responsible for

redesigning the Tier Model for G.M.s HR
Global Shared Services System. My model
serves HR customers needs quickly by
expanding the efficiency and effectiveness
of the web portals user-interface and call
center practices.
This goal of this model is to allow
customers to obtain clear responses for
their HR-related questions on their own,
anytime and anywhere.

G . M . H R O P E R AT I O N S D E S I G N P R O J E C T

CORNELL UNIVERSITY MILR CASE COMPETITION 2014

These features I proposed to be integrated in Tiers 0 &
Tier 1 will ultimately drive down HR call center costs
and increase direct access for users to solve their HR
issues.

Case%Management/Call% Single'source'for'callers'employee'data,'
payroll'informa6on,'benets'plan'
Tracking%Database%
enrollment,'etc.'
HR'agents'can'quickly'solve'
verica6on'issues'on'rst'contact'
Can'benchmark'call'center'
resolu6ons'to'pinpoint'trends'for'
improvement'

My overarching goal is to free up time for HR leaders at

the top to focus more on strategic decisions and less on
administrative tasks.
Interac(ve*Voice*
Response*(IVR)*

High%call%volumes%!%telephone%keypad%inputs%
or%voice%!%hear%pre6recorded%answers%to%
basic%HR%ques;ons%
%
Decrease%call%center%costs%&%improve%
caller%experience%

Single**Sign6On*(SSO)%

Access%other%apps/systems%without%%%%%%%%%%%%%%%%%
re6entering%login%creden;als%

Search*func(on%

Find%high%priority%HR%areas%quickly%and%easily%

Computer%Telephony%
Integra:on%(CTI)'

Employee'data'is'automa6cally'retrieved'
and'pops'up'for'call'center'employees'to'
enhance'processing'6me'and'accuracy'
'

Click=to=Chat'

OneCclick'op6on'that'connects'employees'
to'HR'professional'via'phone'or'online'chat'
window'

G . M . H R O P E R AT I O N S D E S I G N P R O J E C T
CORNELL UNIVERSITY MILR CASE COMPETITION 2014

Through organizational redesign

at G.M., the HR Operations
team is optimized to tackle the
various challenges of the
external market and internal
organization to support the
corporation as a whole.
With efficient and scalable HR
services, the organization is
equipped to adapt, supporting
innovation and continued
growth.

HR#Helpdesk#feature#
Searchable

Multilingual

Web-based

Mobile

24/7

Drive to
Tier 0

Search#
Complete case management capabilities, enabling HR organizations to capture and
categorize employee inquiries, analyze case trends
! Deliver a centralized knowledgebase integrated with case management to enable
information sharing across HR for consistent and quick resolution of employee inquiries
!

ANDERS TSE
123 S. Quarry Street #201
Ithaca, NY 14850
awt47@cornell.edu
(626) 560-1125