Ceridian Continues to Build Out Implementation Centers of Excellence
Centers improve implementation process, customer satisfaction – and build in-house consultant knowledge
Minneapolis (May 26, 2009) – Ceridian Corporation, a leading provider of managed human resource, employee benefits administration, tax filing and payroll outsourcing solutions, announced today it is currently building out two additional Implementation Centers of Excellence, which will further enhance its implementation coverage across the U.S.
“Ceridian continues to focus on providing the best customer care in the industry,” said Mike Shea, executive vice president, Ceridian Service Operations and Quality. “In addition to our extremely successful Customer Service Centers of Excellence we have built out several Implementation Centers of Excellence. Taken as a whole our centers of excellence are part of the reason Ceridian enjoys customer satisfaction numbers upwards of 95 percent, more than 20 points better than the industry average 74 percent.”
Ceridian currently operates implementation centers of excellence in regions across the country. Over 2009 Ceridian plans to build out two additional centers, enhancing its strategic geographic representation as well as its support of new technology and service offerings for customers.
Ceridian’s implementation centers address customer needs by following a six point strategy.
* Ceridian’s implementation processes and metrics are based on Six Sigma methodologies. Key implementation metrics include percentage of on time implementations, accuracy and completeness, cycle time, and net promoter scores.
* Use of consultative project teams that include a project manager, implementation consultant, application / data conversion specialist, and a system specialist.
* All implementations are also supported by a Quality Assurance Team, which proactively assesses each implementation to ensure high quality customer experiences.
* A robust discovery process that results in a formal business requirements document detailing the customer’s system setup, training needs, and other requirements.
* Data conversion that is fast, accurate and comprehensive across the range of payroll and HR platforms utilizing advanced conversion technologies.
* A total focus on accurate and on time deliveries of services.
In May 2008, Illinois Tool Works Inc. (ITW) was the first client to acquire Ceridian’s new HR/Payroll Latitude product. With the assistance of Ceridian’s implementation centers of excellence, ITW became operational with Latitude in early 2009. “Your implementation team gave us a great balance between technical, application and overall project management expertise,” commented Jim Gisseler, manager of Payroll at ITW. “We didn’t wonder “if”, but “how” Ceridian would help us. You brought in great, consistent technical resources and we always had access to the right people.”
“There was a great deal of effort on both sides,” added Robyn McCarthy, director of ITW HR services. “ITW operates in a decentralized environment, which can make our few centralized operations, like payroll, a challenge. From a results perspective, Ceridian delivered a smooth go-live, which is an accomplishment for having almost 25,000 employees in the U.S.”
Ceridian continues to focus on the voice of its customers. Through its customer advisory boards, periodic customer listening visits (to completely understand customer needs), touch point surveys, net promoter scores and now its implementation centers of excellence, Ceridian continues to offer the best customer care in the industry.
Source: Ceridian
