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The JourneyNormal industry standards / experience would indicate that this HR Transformation would be a minimum 3 year plan. To meet the business case, it was designed and implemented as a 2 year plan.
This is the implementation timeline achieved from contract signature on 31st December 2013.
Completely smooth transition of Alcatel-Lucent’s Romanian delivery centre to Accenture with 130 employees achieved in 3 months
Tactical Data Warehouse commenced providing reporting after 13 months
Compensation Services went live in 2 waves between 15 and 17 months
Alcatel-Lucent’s Malaysian and North American delivery centre work transferred into Accenture Mumbai in 3.5 months
In 10 months the Romanian delivery centre doubled in size in preparation for transformation of France, German and Switzerland
Accenture Helps Alcatel-Lucent Transform Its HR Operations
Alcatel-Lucent is a leading global telecom equipment company with a proud history that can be traced back to 1869. It was formed into its present shape in 2006 by combining two entities, Alcatel and Lucent Technologies. The company focuses on fixed, mobile, and converged networking hardware, IP technologies, software and services, with operations in more than 130 countries with a global workforce of more than 52,000 employees. Alcatel-Lucent’s market capitalization as of December 31, 2014
is €8.3 billion.
In 2013, in the context of digital disruption and intense cost pressures from emerging competitors, Alcatel-Lucent launched The Shift Plan. Its main objective was to return to profitability and reach a sustainable & innovative business model in 18 months. A key component of the Shift plan was to reduce annual operating costs by €1 billion over three years.
HR has been a key player within The Shift Plan, supporting all other areas of the business to achieve their Shift objectives while also needing to meet its own objective to reduce HR Operating costs by 30%. HR Leadership recognised that this dramatic cost reduction should be transformed into an opportunity to Modernize HR.
This HR Transformation included the globalization and simplification of 15 HR processes, the transfer of transactional activities to a shared services provider, the redeployment of retained HR onto business partnership and expert roles, the enablement of People Managers as “Talent Managers” and the deployment of self-service capabilities for employees and people managers.
The HR SolutionWorking together, Alactel-Lucent and Accenture developed and deployed the following transformational HR Solution:
Additionally, the engagement incorporates a proactive Business Excellence agenda leveraging Accenture Technology to continu-ously optimize processes, and in particular, to drive automation via robotics and analytics. Continuous improvement and innovation are at the heart of the program, bringing current Accenture recommended practices and market leading insights to support Alcatel-Lucent’s strategy. This ensures that the service remains resilient and current.
A Solution that brings Alcatel-Lucent to the cutting edge of HR development.
Global Processes designed to optimize the benefits of the system functionality and provide a highly effective service for employees, managers and the business
Self-Service HR PortalThis portal interfaces directly with the new ticketing system allowing employees to directly raise and monitor their own transactions. It also provides answers to key questions employees and managers may have to manage their own data and team without having to contact the service center (cutting down on calls and e-mail contacts)
Close to 400 HR roles transferred from Alcatel-Lucent to Accenture to allow retained HR to focus on supporting business strategy and growth
Tactical Data ReportingThis highly flexible solution provides comprehensive information management and insights drawing data from multiple sources
Cloud-based SAP SuccessFactors systemto become the new single, leading edge HR platform that provides managers and employees with an extremely user-friendly self-service capability. This is currently the largest and most-complex Success Factors implementation covering 62 countries in 3 deployment waves
Re-Designed HR—with clearly defined new roles and responsibilities. Service Delivery provided from two primary locations providing service in 12 languages. These services include: • HR contact center
• New end-to-end recruitment model, from • sourcing through to on-boarding
• Full life cycle HR transactions, including • Leave & Absence management, Workforce • Administration, Pre-Payroll, Compensation • & Benefits and Exit
• Performance Management, Talent • Management & Org Development
• International Mobility
• Reporting
The Transformation JourneyNormal industry standards / experience would indicate that this HR Transformation would be a minimum 3 year journey. To meet the business case,
it was designed and implemented as a 2 year plan.Below is the implementation timeline.
Completely smooth transition of Alcatel-Lucent’s Romanian delivery centre to Accenture with 130 employees achieved in the first 3 months of the program
Tactical Data Warehouse, designed and built in 5 months, went live at the beginning of year 2
Transformed Compensation Services went live in 2 waves
North America & Canada went live with 22,000 employees after phase 2 of the program lasting 8 months
CALA recruitment went live after a 5 month project
Alcatel-Lucent’s Malaysian and North American delivery centres work transferred into Mumbai Delivery Centre after 3.5 months
The Romanian delivery centre doubled in size in preparation for transformation of France, Germany and Switzerland while improving service levels and efficiency
SuccessFactors, a Transformed HR solution, was deployed to 3 highly complex countries—France, Germany and Switzerland, introducing standard global processes, and new technology. Completion of Phase 1 also represented the commencement of the new HR Operating Model at the beginning of Year 2 of the transformation program
A new Recruitment Model was implemented for North America and EMEA in 3 months
The work from Alcatel-Lucent’s India delivery centre was transformed and transitioned to Mumbai Delivery Centre after a 4.5 month project
A further transformation wave of 57 additional countries went live after a 7 month phase 3 at the end of year 2
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
YEAR 1 YEAR 2
The Transformation JourneyNormal industry standards / experience would indicate that this HR Transformation would be a minimum 3 year journey. To meet the business case,
it was designed and implemented as a 2 year plan.Below is the implementation timeline.
Completely smooth transition of Alcatel-Lucent’s Romanian delivery centre to Accenture with 130 employees achieved in the first 3 months of the program
Tactical Data Warehouse, designed and built in 5 months, went live at the beginning of year 2
Transformed Compensation Services went live in 2 waves
North America & Canada went live with 22,000 employees after phase 2 of the program lasting 8 months
CALA recruitment went live after a 5 month project
Alcatel-Lucent’s Malaysian and North American delivery centres work transferred into Mumbai Delivery Centre after 3.5 months
The Romanian delivery centre doubled in size in preparation for transformation of France, Germany and Switzerland while improving service levels and efficiency
SuccessFactors, a Transformed HR solution, was deployed to 3 highly complex countries—France, Germany and Switzerland, introducing standard global processes, and new technology. Completion of Phase 1 also represented the commencement of the new HR Operating Model at the beginning of Year 2 of the transformation program
A new Recruitment Model was implemented for North America and EMEA in 3 months
The work from Alcatel-Lucent’s India delivery centre was transformed and transitioned to Mumbai Delivery Centre after a 4.5 month project
A further transformation wave of 57 additional countries went live after a 7 month phase 3 at the end of year 2
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
YEAR 1 YEAR 2
Results AchievedAlcatel-Lucent and Accenture have created an outstanding partnership, which enabled these achievements:
Overall the partnership has been a resounding success in transforming Alcatel-Lucent HR into a world class service with leading edge technology and best-in-class processes.
The HR transformation has been achieved at an unprecedented pace for a program of this size and scale. This rapid implementation has enabled Alcatel-Lucent to achieve its significant Business Case objectives in 2014 and 2015, resulting in 30% cost savings
A new HR Operating Model that has enabled: • The retained HR team to provide strategic support to the Alcatel-Lucent business
• A single, highly efficient, Global Service Delivery capability with agility to accommodate potential future changes and meet Alcatel-Lucent’s ongoing business requirements
• Service level agreements (SLA’s) based on accuracy, timeliness and customer satisfaction exceeded 95% and the target was achieved 2 months early
• Broad self-serve capability empowering line managers and employees to manage many of their own HR data, transactions and queries, improving satisfaction
• A new Recruitment Model with improved performance in delivering the required talent to support Alcatel-Lucent’s growth businesses
• A rationalized Reporting Portfolio providing the necessary data and analytics to allow Alcatel-Lucent to manage people, cost and compliance aspects of their business
Alcatel-Lucent’s HR technology landscape has been rationalized, reducing risk and operating costs
$
“We decided to transform this cost reduction program into a modernization program,” said Laurent Geoffroy, Alcatel-Lucent’s Vice President, HR Transformation. “To achieve that, we need a strong partner…a partner able to help us reengineer our process, to redefine the role and responsibility of HR, a partner who is able to deploy for us a cloud-based solution, and a partner who is able to take some of our operating activities in HR and to manage them on our behalf through their HR activities.”
”What we achieved is absolutely incredible,” Laurent Geoffroy concluded. “Accenture has been a wonderful partner to manage that situation and to help us to sort all of that out within the two years.”
About AccentureAccenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their takeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
AuthorsStephen Marsh Managing Director Accenture Operations [email protected]
Geirean Marcroft Managing Director Accenture Operations [email protected]
Christel Varenne Human Capital Practice Lead Accenture Consulting, Communications, Media & Technology [email protected]
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