Transforming HR Service Delivery at Kellogg

As Kellogg – a global, century-old brand with 31,000 employees – builds for the future to support continued, sustainable growth, it has transformed the way HR services are delivered.  Join Anne Paterra, Senior Director, HR Shared Services Operations, Kellogg, as she explains how and why Kellogg entirely retooled its HR service delivery model to support corporate growth goals. From concept to execution, Anne will take you step-by-step through the business case, project planning, technology and change management implementation, process and IT integration, and measurable results. You’ll also learn valuable lessons gained from direct experience with a high-profile, successful HR service delivery project – affecting operations in over 13 countries, using 4 languages.
As a result of this initiative, Kellogg has achieved: better business alignment and flexibility to meet changing business needs, guaranteed response times on its Service Level Agreements, and more cost-effectively and efficiently delivering HR services. Early metrics and benchmarks will also be shared from the first six months of go-live, including how Kellogg is achieving a 30-second or less speed to answer by CSRs, over 1.8 million portal page views, and 95% review and release of manager inquiries.