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HR-a-a-B (HR-as-a-Business) it’s time for HR to Run like a business. As organizations shift their business models to accommodate the ever changing economic, political, competitive, and digital landscapes, the expectation is that HR is also shifting how they work. HR needs to ensure the right people infrastructure is in place to drive business outcomes. Organizations are expecting HR to not only manage the programs to attract, engage, and retain talent, but to clearly align and articulate how HR is providing tangible business value and impact on key business metrics. However, based on a SAP study, The Future HR , we know this is a challenge . “79% Organizations consider it important for business KPIs and HR KPIs to be tightly aligned; only 30% are able to do so.” Having the opportunity to engage in value conversations with many key HR Executive customers, it is evident that in most cases HR is focused on measuring HR operational metrics, i.e. time to fill, # of ...

A little of 20 years ago I accepted my first HR position. As a HR generalist, I was given the opportunity to be everything to everybody. While in this role, I also had my first experience with Service Delivery. To level set, at that time a service center was "best practice" and manager and employee self-service meant that you were given the opportunity to receive HR services as long as you came to HR between 8am - 5pm. To help streamline the process, IT decided to roll out an "employee portal", which was designed to the be the one stop shop for all things. The portal was the first attempt to leverage technology to deliver self-service and became known as Tier 0. However, since no one took accountability for managing the content after a short period of time, all things, meant all things. The experience can only be described as going to the local dump. There appeared to be a method to the madness, but resulted in confusion and a lot of useless stuff. In the end...