Schindler Elevators has relied on first-class HR operations for years - anchored locally, digitally supported globally. With a strong HR Operations Centre and modern tools such as SAP SuccessFactors and UKG HR Service Delivery, there was already a solid foundation in place. But, the vision went further: Schindler Elevators wanted to digitalise its HR processes end-to-end for greater efficiency and a seamless service experience for its employees. This project was tackled together with HR Campus.
Industry
Industry / Manufacturing / Engineering
Employees
5,000
Client since
2015
Region
German-speaking Switzerland
National
International
Services
Consulting
Software
Initial situation
At the start of the project, Schindler Elevators already had a stable HR Services model in place. The HR Operations Centre in Switzerland was well positioned, supported by the SAP SuccessFactors (master data management) and UKG HR Service Delivery (ticketing, service processes, document management) systems. An searchable employee portal was also already in place.
However, the full potential had not yet been realised. Many processes still ran manually, were prone to media disruptions and led to unnecessary efforts due to duplicate data entries. This slowed down efficiency - for employees and HR alike. There was no real «one-stop-shop» experience. At a strategic level, the shared service centre also lacked a clear, shared vision for the future.
Solution
Shadowing & analysis
An experienced HR Campus consultant accompanied the HR Operations team in several job shadowing sessions on-site. Processes and relevant documents were analysed and interviews with employees were conducted. The results were then summarised in an in-depth report and created the basis for strategic process optimisation.
Process design & prioritisation
Together with the Schindler team, the Process Catalogue+ was used to prioritise which processes should be digitalised and optimised end-to-end. A process model was used to map out and draw future processes. The workshops ran efficiently, based on the HR Campus best practice templates. The Process Catalogue+ and process documentation also served to clearly define roles and responsibilities within the team.
Implementation & scaling
First, the UKG HR Service Delivery recruitment, preboarding and onboarding processes were implemented in UKG HR Service Delivery. The operations team at Schindler then continually digitised further processes independently within UKG HR Service Delivery based on the previously defined prioritisation, with selective support from HR Campus.
Today, employees can start their HR enquiries directly in through the UKG HR Service Delivery platform. Knowledge articles allow for easy access to information make it easier to get started and some of the documents can be generated and archived automatically. Schindler employees continue to benefit from first-class HR services - now even more efficient and digital, but just as personalised as before.
Strategic orientation and service experience
Schindler Elevators had several sucessful workshops with HR Campus that allowed them. In several workshops, Schindler Elevators worked with HR Campus to define a clear vision for their future shared service centre. Questions such as the following could be answered:
- To what extent do we want to standardise?
- How can we maintain closeness to our employees?
- Who is the right point of contact for which concerns?
Based on these questions, guiding principles for the service experience, clear response times and responsibilities were developed. Schindler Elevators opted for standardised, efficient processes that still ensured proximity and personal contact. The new strategic framework gave the team orientation and ensured a common understanding of service quality. A continuous improvement process (CIP) within HR Operations ensures that the new processes are kept up to date long-term.
Project
Although Schindler Elevators has a strong internal IT organisation and highly competent HR Operations employees, HR Campus was able to deliver added value in three key areas:
- Speed: templates, Process Catalogue+ and best practices significantly accelerated HR digitalisation.
- External perspective: can get lost in the weeds and fail to see the big picture. An outside perspective helped question routines and recognise quick wins.
- Digital know-how: process design and digitalisation must go hand in hand. HR Campus' comprehensive expertise in UKG HR Service Delivery and SAP SuccessFactors led to practical and sustainable solutions.
With the digital foundations laid in place, Schindler Elevators is now ideally positioned for the future. More HR processes will be digitalised step by step. Modern technologies, such as AI, will be explored and integrated In the meantime, there is also the opportunity to connect modern technologies such as AI and integrate them even more closely into the existing IT system landscape.