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Product and Topic Expert
Product and Topic Expert

Check out the SAP press release regarding the two awards that were recently won by SAP's HR Shared Services Center - SAP Receives Double Distinction From Shared Services And Outsourcing Network

SAP's Kirste Meyers-Davis and Phil Magnogna were on hand to receive the awards in Orlando.  What impressed me about this accomplishment was that it was it was about how culture and technology were jointly used to bring about positive change. Congratulations to Kirste, Phil and the entire team for this well-deserved recognition!

From the SSON announcement:

Judges Edward Martinez, Richard Rowan, Michael Garvey, and Ed Hansen were on hand to announce, to a packed hall, the winners and runner ups in each category.   SAP emerged as a real winner of the day, twice being honored for Excellence in Customer Service and in Culture Creation.

And here are the judges' comments for the two awards:

Excellence in Culture Creation
Winner: SAP Americas, Inc.

Runner Up: U.S. Department of the Interior

Judges’ comments: “When it comes to culture, SAP impressed through its dedication to getting the shared services team to interact with its customers more effectively. Of particular note was the fact that, due to the downturn in the economy, the SAP shared services team found itself with a significant number of MBAs in entry-level positions. To maximize this untapped potential, leadership and mentoring programs were made available which are supporting career evolutions.”

Excellence in Customer Service
Winner: SAP Americas, Inc.

Runner Up: U.S. Department of the Interior

Judges’ comments: “ SAP Americas HR Shared Services had a clear focus, in 2012, on improving key technology solutions, being transparent on customer issues, and persistence in resolving process gaps to ensure sustainable solutions. The expected, and realized result was improved efficiency in delivering service and support to their customers. To accomplish their objectives, they implemented a strategy around people, processes and IT in the areas of: 1) Building customer satisfaction, service quality, and accessibility; 2) Increasing process automation and standardization; 3) Achieving a net reduction of HR costs (HR Full time Employee per employee served) and enhancing delivery efficiencies and consistency, decreasing overall cost per service/transaction. Customers are key, and, again, the team from SAP impressed with the excellence of its processes, clearly laying out their goals and tactics to achieving customer satisfaction. In fact, not only did they want to improve their customer satisfaction metrics, but they set themselves the target of raising the number of these metrics to nine. They also managed to reduce the costs of meeting customers’ needs by a limiting any unnecessary resources.”