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瑞士电信是瑞士最大的电信运营商，提供固话、移动和商业客户服务，员工大约17,000人。在建立共享服务中心之前，瑞士电信各组织都有独立的人力资源部门。之后，所有和人力资源相关的管理流程被集中到共享服务中心，由共享服务中心负责处理端到端的管理服务。瑞士电信采用了SAP门户和员工/经理SOA服务，让员工可以在任何时间访问和管理自己的某些数据。除此之外，瑞士电信还部署了SAP交互中心。瑞士电信的员工可以通过多种方式联系共享服务中心，如电话，邮件，传真和信函。当员工打电话时，共享服务中心能够立即知道是谁在呼叫，同时系统会显示员工的重要信息，将帮助人力资源专员能更好地为员工提供建议。根据瑞士电信瞪鯰战略-员工信息跨越SAP系统，瑞士电信合并了3个不同的SAP人力资源系统形成一个统一的，单一的HR平台。这也使得可以后续实施其他SAP模块。在建立自助服务和交互中心时，SAP咨询不仅提供选型的技术建议，更参与了实施。瑞士电信还选择了SAPE-招聘系统来管理招聘流程。?瑞士电信招聘负责燃籿elyn Pfister说：“SAPE-招聘系统给我们带来的最大好处是可以让我们全集团可以看到所有求职者信息，所有的信息，各部门的查询请求都放在门户上。E-招聘的流程从经理在管理自助系统中输入查询请求开始，请求将被派送到共享服务中心。”所有应聘者可以在网上提交信息，如证书，学历和简历等。SAP解决方案还支持瑞士电信的人才管理流程。例如，瑞士电信使用SAPNakisa来可视化继任计划。通过员工电话交流，我们可以感受到员工在企业中的状况，为员工提供更好地支持，充分发挥个人才华。OlivierKahr共享服务IT负责人说：“SAP共享服务解决方案给瑞士电信带来的另一个收益是降低了运营成本，同时是明显增加了服务质量。整个管理流程被自动化，提高了效率，让我们可以用更多时间专注于解决战略性问题上，例如人才管理。”“我们非常满意在人力资源共享服务上得到的愉悦体验，并希望将来其他管理部门，如财务也能从共享服务中获得收益。”?SAP共享服务解决方案助瑞士电信建立高效人力资源组织?DevelopHigh Performing Organizations and Drive Efficient HROrganizationsShared Services and Talent Management atSwisscomOlivier Kahr – Head of Human Resources Tools& Services Excellence, Swisscom AGSwisscom hasaround 17,000 employees. The group is the largest individualcompany in Swaziland with landline, mobile and business customeractivities. Before the shared services organization was founded, wehad very groups companies, each with its own HR department. Thenthe administrative processes for HR were integrated into sharedservices organization, and now we are responsible for theadministrative process end-to-end. We have transformed the sharedservice organization with two solutions from SAP. We are using SAPNetweaver portal and SOA services for employees and managers. Thisenables our employees to access data at any time and can addcertain data themselves.In addition to that, we have implementedSAP Interaction Center, our customers - the employees can useseveral channels to contact us by phone, by e-mail, by fax or bypost. When a customer calls, we can immediately see who is calling.A summary of important information is displayed so that we can givethe best advice possible. According to the IT Strategy that wefollow our personal data sheet beyond SAP, we consolidated 3different SAP HR platforms that we had into a single HR oneplatform. And it was a logical step for us to implement further SAPmodules. With Self Services and Interaction Center, SAP consultingprovided us advice not only on the choice of technology, but alsoduring the implementation phase. We also chose e-recruiting fromSAP for the recruitment process.Evelyn Pfister - Head ofRecruiting, Swisscom AGThe biggest advantage of SAP’s e-recruitingis that we have constant overview of all applicants. Everything ison one portal, all search requests for all companies and group. Oure-recruiting process starts with manager entering search request inmanagement self services system, which is then forward to us sharedservices organization.The applicant also submits their profileonline, where can include document such as certificates, diplomasand CVs.SAP solutions support our talent management process too,where able to support people during every phase of theiremployment. For example, we have considered Nakisa for thevisualization of succession planning. The talent call gives us theadvantage of having overview of all talents in the system, so wecan give their individual support and for their talent bestuse.Olivier Kahr – Head of Human Resources Tools &Services Excellence, Swisscom AGA natural additional benefit forSwisscom was cost reduction but we also are able to significantlyincrease the quality of our services. The entire administrativeprocess is now automated and therefore more efficient. This leadsus more time to work and concentrate on strategic issues, forinstance in the area of talent management. We are very pleased tothe positive experience we have had with shared servicesorganization in the HR department and really hope that othersupport departments such as finance can benefit from sharedservices.Tags: Shared Services, Shared Services Center, 共享服务,共享服务中心, 变革管理