Making HR Central

By Kay Berry, Executive General Manager Human Resources

When Fujitsu Australia & New Zealand launched its new ‘HR Central’ employee enquiry centre recently, the lines ran hot. The team of human resources advisors in HR Central handled more than 800 enquiries by phone and email from employees in the first six weeks of operation.

When companies merge, their workforces become a melting pot of different cultures, skills and approaches. A merger can be challenging for corporate culture, and ultimately customer service if the human resources piece of the merger puzzle is not carefully managed.

In the IT business we’ve learned more than most about the impact of mergers and acquisitions on the health of human resources. And with the drive towards more flexible service delivery – from client site to consulting models – we also know the frustrations of working in an environment where change is constant. Ultimately, it’s customers who feel the pinch if we don’t get it right.

So, how can you make sure your human capital keeps pace with business growth?

I am HR, hear me roar

It doesn’t help that historically the human resources function has been considered ‘back-office’ and in many cases ‘soft and fluffy’. Human resources should be elevated as a top business priority, particularly in a merger situation.

The human resources function should always have a heart. But it must also gain respect from the business as an important driver of customer satisfaction and competitive advantage. This means operating in a strategic and pragmatic manner and delivering on promises to the business.

The rewards can be improved retention rates, more operational efficiencies, and lower costs, as well as a motivated workforce that is focused on meeting customer needs rather than its own.

HR Central at Fujitsu

With two company acquisitions over the past 18 months, Fujitsu Australia & New Zealand has had to integrate around 1,000 new people into an existing workforce of 1,600.

Our challenge has been to redesign the way the human resources function operated. We wanted to give people in different geographic locations, time zones and lines of business the same or improved access to human resources support, when and where they needed it. Our solution was a novel structure that blends ‘high tech’ and ‘high touch’.

HR Central is a dedicated centre of seven human resources professionals based in North Ryde, NSW. Using call centre software, staff at HR Central now manage all basic HR enquiries from across Australia and New Zealand via either phone calls or emails. Each week employee queries range from leave entitlements and contract details to interpretations of human resources policy and processes. The constant flow of questions has shown us how important it is to give employees fast, definitive responses to the issues that are important to them. Depending on the query, most employees get an answer to their question either on the spot or within 24 hours.

HR Central produces employment contracts centrally, distributing them as read-only PDF documents to managers within 24 hours. Central production allows the human resources department to maintain integrity across all employment conditions and ensure we are consistent with policy right across the business. HR Central also manages occupational safety and health issues, reporting and special projects, for example, the introduction of the Federal Government’s ‘choice of superannuation fund’ legislation.

Out in the field, employees are supported by HR Business Leaders who have unprecedented autonomy and accountability for employees in their geographic area. We’ve entrusted a high level of decision-making to our HR Business Leaders, so employees get fast action on their issues.

Happy staff, happy customers

Ultimately, the human resources function needs to support our people to the extent that they are happy, motivated and constantly developing their skills and ability. In our experience, when these boxes are ticked their focus can become more highly attuned to customer needs and the direction of the business.

We’ve had very positive staff feedback on the HR Central concept since it launched in May. The speed of service and professionalism has done a great deal to improve the perception of human resources within Fujitsu Australia & New Zealand. And the philosophy of treating colleagues as you would customers will ultimately help us tame the merger monster and build the right foundations for the future.

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More information

For further information, contact Kay Berry on +61 2 9113 9261 or email kay.berry@au.fujitsu.com.