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APAC Change Management, Communications & Training (CCT)
Q&A Guide
Q: How will Global HR Transformation benefit Managers and Employees?
A: Global HRT will benefit Manager and Employees by ensuring that HR services are delivered more effectively and efficiently through:
Standardized HR policies and processes
Access to just-in-time employee information through HR Connect
Ability to quickly and accurately return HR data and make informed decisions to grow and develop our global talent
Increased strategic HR partnerships with our business leaders to effectively manage our talent base and support business priorities
A consistent High-Touch and engaging employee experience
Q: When will HR Transformation go-live for Managers and Employees?
A: The system will go-live for Managers and Employee Services on June 3rd. The system will go-live for Employees on July 1st. This phased rollout is being used to allow one month for ESRs to get comfortable in their new roles, and for Managers to learn the system before it goes live for all of APAC.
Q: Are HR employees aware of their end-state roles following the rollout of HR Transformation?
A: Conversation with HR employees regarding their future roles is currently taking place and ongoing.
Q: What is the Global HRT Monthly Update and who are the recipients of this communication?
A: This monthly update is sent by the Global HR Transformation Team to all HR employees. The markets may customize the information in these emails and cascade it to all employees.
Q: What will the APAC Training Program for Oracle HR technology focus on?
The APAC training program will focus on preparing end users to utilize Oracle HR technology and support the transition to the new HR service delivery model.New Oracle technology training includes the Professional User Interface (PUI), Self-Service, case management, and OBIEE business intelligence reporting.
Q: Who will be receiving training on Oracle HR technology?
Training will be given to impacted users, which include Business Leaders in APAC, HR BPs, Field/Office Managers and Field/Office Employees, and Employee Service Representatives.
2 The number of users by role is to be further defined and will aid in finalizing the training delivery timeline.
Q: What will Employees (non people managers) receive training on? A: Employees will receive training on Oracle ESS.
Q: What will Managers receive training on?
A: Managers will receive Oracle ESS, Oracle MSS and OBIEE training. Non-Salary Managers will receive Oracle ESS, Oracle MSS (non-salary), and OBIEE training.
Q: What will HR receive training on?
A: HR will receive training on Oracle ESS and Oracle HRSS.
Q: What will Employee Services Representatives (ESRs) receive training on?
A: ESRs will receive training on Oracle ESS, Oracle HRSS, PUI, OBIEE, Employee Services Operations & Processes, Case Management, and Regional Local policies
Q: What training materials will be developed?
A: The global project team will create materials for Japan, Korea, China and the APAC Business Group. Any country specific content within the APAC business group will be the responsibility of the local trainer. The following training materials will be created:
Recorded Transactions (UPK): Recordings of ESS and MSS transactions and OBIEE reports for self-paced learning
Quick Reference Guides (QRGs): Step-by-step guides for ESS, MSS and OBIEE reports for transactions
Desktop Procedures: Step-by-Step procedures for ESRs
FAQ‟s: Question and answer document for general items outside of training documents Process Overviews: Process Overviews related to HR Connect used for classroom
training
Glossary of Terms: Listing of key terms and acronyms for the HRT project
Q: How will the aforementioned materials be used in training? A:
Recorded Transactions (UPK) will be developed and deployed for Oracle self-service transactions.
QRGs will accompany Recorded Transactions (UPK) to provide self-paced training to all employees.
Live virtual or classroom sessions will be provided to Managers to highlight MSS features, and demonstrate high-impact transactions and how to access Recorded Transactions (UPK).
3 Instructor-led training will be planned for all ESRs and integrate technology training with
process and operations training.
OBIEE Reporting training for Managers will be provided virtually post go-live.
Q: When will the Instructor-led PowerPoint presentations and Glossary of Terms be available?
A: Instructor led power points (Process Overviews) will be ready by April 29th. Local trainers have to update the training materials if any changes after UAT.
Q: What materials will APAC trainers receive to assist them with facilitating training? A: Yes, there will be instructor notes in the PowerPoint presentations and guidelines for trainers on how the classes should be run.
Q: For locations with no internet access where the trainer wants to use Recorded Transactions (UPK) during Demonstrations, can the trainer download the MSS toolkit from SharePoint to use for the beauty advisors?
A: Yes
Q: When will in country translators receive materials to be translated?
A: English Recorded Transactions (UPK) will be available on May 15th for translations. They must be returned to the global training team by May 24th.
Q: Will Recorded Transactions (UPK) be used for the Train-the-Trainer session the week of May 20h?
A: Yes, Recorded Transactions (UPK) will be used for the Train-the-trainer session.
Q: Which languages will UPKs support?
A: UPKs will be translated into Japanese, Korean, Vietnamese, Simplified Chinese, Traditional Chinese and Thai.
Q: What is the Employee Toolkit?
A: The Employee self-service training toolkit will contain Recorded Transactions (UPK), Quick Reference Guides, and a Glossary of Terms. The toolkit will have a cover page with instructions that will walk the Employee through how to use it.
Q: What is the Manager Toolkit?
A: The Manager self-service training toolkit will contain Recorded Transactions (UPK), Quick Reference Guides, Process Overviews, and a Glossary of Terms. The toolkit will have a cover page with instructions that will walk the Manager through how to use it.
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A: The ESR training toolkit will contain Quick Reference Guides, Desktop Procedures, a Glossary of Terms, Process Overviews, and Job Aids. The toolkit will have a cover page with instructions that will walk the ESR through how to use it.
Q: Will Recorded Transactions (UPK) be ready for Manager Training session the week of May 27th?
A: Yes, RECORDED TRANSACTIONS (UPK)s will be available in the trainer toolkit – trainers
and managers that attend the training session will be able to download the Recorded Transactions (UPK) and use these during the sessions.
Q: When will Recorded Transactions (UPK) be published in Oracle Online Help? A: The final Recorded Transactions (UPK) will be available on June 3rd.
Q: Can employees use Recorded Transactions (UPK) on Smartphones? A: No, Recorded Transactions (UPK) will not be available on Smartphones.
Q: What will be the format for the Train-the-Trainer sessions to be delivered to APAC Trainers?
A: The suggested agenda is a 6.5 hour virtual session that will focus on preparing trainers on ESS and MSS modules, the use of Recorded Transactions (UPK), an overview of Employee Services and OBIEE. These sessions will be virtual to ensure all in-country trainers can participate and will take place the week of May 20th.
Q: Who will lead the virtual Train-the-Trainer sessions?
A: Mandy Leung, APAC CCT Lead will run the Train-the-Trainer sessions and will receive support from the Global Training Team to help answer questions that may arise during the sessions.
Q: What will be the Manager Training sessions consist of?
A: This session will take place between May 27th and June 14th and will cover Oracle Basic Navigation, an overview of Global HRT Project, the use of Recorded Transactions (UPK), and OBIEE. The format for these sessions (face-to-face or virtual) will be at the trainer‟s discretion. If a classroom format is chosen, the trainer should make arrangements for a training room
equipped with computers and internet access. The Manager training can take up to 3 hours, with an additional hour for OBIEE training if it is included.
Q: Will employees receive classroom training for ESS?
A: The format of ESS training will be at the discretion of each country, however, the global training team does not recommend mandatory classroom sessions for employees. Employees will have access to self-paced training in the form of Recorded Transactions (UPK) and Quick Reference Guides (QRGs).
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Q: Will HR Business Partners (HRBPs) receive classroom training for HRSS?
A: No – HRBPs will have access to self-paced training in the form of Recorded Transactions
(UPK) and Quick Reference Guides (QRGs).
Q: Will field staff receive a username and password to HR Connect following training? A: All Managers and Employees will receive their usernames and passwords on their
corresponding go-live date. Specifically, Field Managers will receive a username/password for access to the system on June 3rd and Field Employees will receive a username/password for access to the system on July 1st.
Q: Will trainers be able to play around in the HR Connect system even though updates are ongoing?
A: No, Trainers will not have access to the system prior to the go-live date. All identified trainers will be provided with UPKs that will walk them through the system during the Train the Trainer sessions.
Q: What is the Global HR Transformation?
A: The Global HR Transformation is a multi-year, organization-wide initiative to utilize people, process, and technology to build an HR foundation that achieves the following:
• Redefines how HR is organized, how we work together, and how we will build and deploy the right capabilities to support the business globally
• Delivers HR services more effectively and efficiently, including clear and consistent HR policies and processes
• Utilizes technology to quickly, accurately, and more consistently access HR data and make informed decisions related to the global talent base
Q: Why are we undergoing the Global HR Transformation?
A: As the Company continues to focus on integrating the organization to better leverage global scale, build High-Touch capabilities, and nurture diverse talent for the future, HR plays a critical role in supporting these goals. The Global HR Transformation will build our current strengths and capabilities across the organization, harness our power as a global HR function, and accelerate our ability to deliver on the HR strategy. It will enable us to evolve our High-Touch approach and deliver HR services more effectively in the future.
Q:How will the Global HR Transformation benefit HR employees?
A: The Global HR Transformation will provide the following benefits:
• Increased opportunities for HR to partner with business leaders on strategic people priorities and be the best “home for talent” globally
6 • Less time spent on administrative and transactional tasks
• Enhanced alignment of global talent management, development, engagement, and rewards programs with corporate strategy
• More consistent HR policies and processes across the brands, regions, affiliates, and functions
• Global technology to quickly, accurately, and more consistently access HR data and make informed decisions related to the global talent base
• Improved access to personal and professional data
Q: How will the Global HR Transformation benefit our office and field managers and employees (non-HR employees)?
A: HR services are delivered more effectively and efficiently Standardized HR policies and processes
Access to just-in-time employee information through HR Connect
Ability to quickly and accurately return HR data and make informed decisions to grow and develop our global talent
Increased strategic HR partnerships with our business leaders to effectively manage our talent base and support business priorities
A consistent High-Touch and engaging employee experience For Non-HR Managers/Employees? - need to add more
Q:How does the Global HR Transformation relate to SMI?
A: Both SMI and the Global HR Transformation enable process integration, standardization, and global consistency. While SMI focuses on financial processes, the Global HR Transformation defines and integrates key processes related to the employee lifecycle: recruitment, talent management, development, reward, retention, and retirement.
Q: What is an HR service delivery model?
A: An HR service delivery model defines how we will work together to deliver seamless HR services to the business. This includes:
• An operating model that drives how HR will be organized and its capabilities/resources deployed to support leaders and employees globally
• Clearly defined roles and responsibilities for leaders and the HR function in managing and developing talent, driving performance, and building individual and organizational capabilities • Globally consistent HR policies and processes
Q: Will Employee Services and the Employee Services Representatives still be considered part of HR?
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Q: When and how will additional information about the Global HR Transformation be communicated?
A: Additional details will be shared over the next few months as we target an APAC go-live date of June 3, 2013. Look for regular communication updates and opportunities to learn more about the Global HR Transformation via email updates, web presentations, and in-person meetings.
Q: Why was Oracle HR selected as the technology? A: Oracle HR was selected for the following reasons:
• The technology needed to be able to support the Company globally and meet our customized business needs
o Only three technologies evaluated met these requirements: Oracle HR, SAP, and Oracle PeopleSoft
• Oracle HR was selected over SAP and Oracle PeopleSoft, because of the technology‟s ability to enable us to evolve, while providing the right amount of discipline and the feasibility of implementing future enhancements
Q: When will new technology be implemented in APAC?
A: By June 2013, Oracle HR - the core technological foundation of the Global HR
Transformation - will replace the existing HR systems in most countries. On June 3, 2013, Managers and above will have access to the Self-Service system. Employee Services will have access to additional system required to do their jobs. On July 1, 2013, all employees will be given access to Self-Service.
Q: Will we receive training on new technology?
A: Yes, all current users of the mainframe systems will receive training on how to use the Oracle technologies. Additional details regarding training will be communicated in advance of June 2013.
Q: Will we receive training on new processes?
A: New processes will be introduced when the new Oracle technology is implemented in June 2013, when our new global HR service delivery model will be introduced. Additional details regarding training on new processes will be communicated in advance of June 2013.
Q: What is integration testing?
A: After the new HR and Payroll system is built and configured, it will be thoroughly tested to confirm that it will be fully functional and meet our requirements once it is delivered. The first part of testing is integration testing, which will take place in April 2013. Integration testing will test the system's functionality with end-to-end business processes.
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A: The second part of testing is user acceptance testing, which will take place in May 2013. User acceptance testing will mimic a production environment in which users of the system will submit real data. During parallel testing, system users will submit data in both the existing HRMS and Payroll mainframe systems as well as the new Oracle HR and Payroll system.
Q: Will I still be able to use existing systems, such as time and attendance?
A: APAC will get time off except for Australia & New Zealand (this needs to be expanded by country - for example, CN uses eOnboarding and will continue to use it)
Q: I have heard the term "HR Connect." What is HR Connect?
A: HR Connect is our branding for the Employee Services Center and the new Oracle Human Resources system. Employee Services will be known as the HR Connect Center and the Oracle system will be HR Connect Online.
HR Connect Online allows employees to access and update their personal information online. Employees will be able to access HR Connect at work or home, 24 hours a day. As an
employee, you will be able to view and update your name, marital status, address, phone number and emergency contact information. You will also be able to view your employment information, including your current job and salary. As of June 3, 2013, managers with ELC network access will be able to use the Manager Self-Service (MSS) component of HR Connect. Managers with this access will be able to process key employee transactions online, such as transfers and employee data changes.
Q: Will headcount be reduced through consolidation into HR Shared Services? A: Reducing headcount or cutting cost within HR is not the objective of the Global HR
Transformation. The purpose of the initiative is to enhance how we work together and increase our strategic value to the business through operational excellence. As we transform the
organization together, our focus will be upon building our current strengths and working with our HR talent to develop new and existing capabilities that may be required in the future.
Q: Why are there two different go-live dates?
A: We want HR users, Managers, and the Employee Services Center to have a chance to get familiar with HR Connect Online before opening the system to a larger number of employees. This enables the manager and HR populations to better support their employees and answer questions when employees get access to HR Connect Online. Therefore, we will turn the system on for HR, ESRs, and Managers in June, and then turn the system on for the field and office employees in July. During the month of June, we will also be able to stabilize processes.
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A: By June 2013, the current HR processes in APAC will transition to the global HR processes and will be supported by the HR Connect Online system. At that time, we will also begin implementing our new global HR service delivery model.
Q: Is training mandatory?
A: Yes, training will be mandatory for Managers, HRBPs, and Employee Service Representatives.
Q: Who will be involved in testing the system?
A: The system will be tested by current users in HR to confirm that HR Connect Online will be fully functional. Global Project Team members, APAC Regional Project Team members, and GIS colleagues will also assist with testing the system.
Q: How long is the conversion period between the existing and new systems? A: The conversion period, also known as the cutover phase, will last for about one to two weeks.
Q: Who can initiate a request to make a system change (ex: request a new job be added)?
A: The person leading the ESO (i.e. Vivian Choy) will initiate the request. The request needs to be routed to Glenn Mack on the Global Project Team.
Q: What types of system changes require approval?
A: Addition/Modification of Jobs, Locations, Organizations and Grades (JLOG); Request to Delete New Hires entered erroneously.
Q: How will system change requests be made and approvals sought (ex: a form)?
A: The Functional Team has a form to amend JLOG entries; Deleting Employees, a template for screen capture is available in SharePoint; Security Changes or New Power User addition
requires a form and approval.
Q: What is the anticipated turnaround time for system change request approvals once the request is made?
A: Depends on the request; typical turnaround is 1-5 business days; Glenn Mack approves all JLOG entries. Security requests are approved by Dave Olejniczak/Digant Sheth.
Q: Question around approval timing: What are the timings, in which managers must enter a transaction, approve a transaction, etc.? Are there impacts if something is not
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A: If this is related to workflow approvals, then Digant/Sapna should have the latest and greatest rules; I believe managers have 21 days to approve transactions; The impact of not performing a Self Service transaction places additional burden on the ESO to manually input these transactions.
Q: Workflow – how long will an approval in a manager’s worklist stay open? Is ESO monitoring and closing things that are open too long?
A: ESO does monitor and close workflow items that are cancelled, rejected or expired.
Q: What is the difference between a manager with salary and a manager non-salary? A: A salary manager can view the salary information of their direct reports. A non-salary manager cannot view the salaries of their direct reports. For example, both types of managers have access to view employee data, and can initiate and approve transactions in the HR Connect system. The “View Employee Data” access granted to Non-Salary Managers will not include salary data, and they will be unable to initiate any salary data changes. Any approval workflows that include salary data (e.g. an employee transfer with a new hourly pay rate) will skip the Non-Salary Manager and go directly to the first Salary Manager in the Employee‟s reporting chain. After the Salary Manager approves, the request will follow the appropriate approval workflow established in the system.
In addition, any transactions that require a pay element to be changed, such as a promotion, a demotion, or a salary increase, can only be initiated by the Salary Manager; not the Non-Salary Manager. During Manager Self-Service (MSS) training in May and June, you will learn more about the access provided to Salary and Non-Salary Managers.
Q: Why is management getting access to the system on June 3, but employees have to wait until July 1?
A: The system will go-live for Managers and Employee Services on June 3rd. The system will go-live for Employees on July 1st. This phased rollout is being used to allow one month for ESRs to get comfortable in their new roles, and for Managers to learn the system before it goes live for all of APAC. This will enable ESRs and Managers to better support their employees.
Q: Will we get continuous support from the Global Team after go-live? (such as technical support, etc.)
A: As soon as a region with HR Connect connectivity „goes live,‟ the deployment enters into a
phase called hypercare. The overall goal of hypercare is to maintain stability within the HR Connect system. During this time each region is provided with a high-level of functional, technical and overall project support so that any questions or concerns employees have when using HR Connect are addressed right away. Hypercare can last anywhere from six to eight
11 weeks depending on business needs. Some of the system issues that are solved during
hypercare include:
• Correcting or adjusting the system when it does not deliver the planned functionality. • Giving users the help they need when they are new or unfamiliar with the technology of
the system and how it is meant to be used.
• Ensuring that all users that are supposed to, have appropriate access to the system. • Making sure the data is accurate for transaction processing.
• Confirming that all performance expectations with the system and related interfaces are met and on track.
• Gathering enhancements that are requested for future implementations.
With a new system, new processes and new HR Team in place, hypercare is an essential step in each deployment so there can be a quick turnaround with any issues that arise. It is also a critical time to ensure that any aspects of the HR Connect system and related touch points that aren‟t working as planned can be adjusted before new capabilities are rolled out to a broader audience.
Hypercare will last six to eight weeks and then the project support will transition to a different process governed by the Change Control Board (CCB). If adjustments to the system are needed moving forward, the CCB will review the proposed change requests to the system based on the analysis of the change and the implication the change will have on schedule, budget, scope and business case. The CCB will approve requests or decide whether or not another solution needs to be devised. The CCB will meet once a month or as required.
Q: How will project communications, such as MSS Pre-Go live announcements, be sent? A: The APAC project team will be distributing go-live communications to the Change Champion Network to cascade messaging. The method of communicating to employees will vary by country. Examples of communication messages include email where available;
newsletter/bulletin schedule; payroll schedules (ex: attach announcements to pay stubs).
Q: In what languages will the computer-based simulated transactions (UPKs) be made available?
A: UPKS will be made available in English, Simplified Chinese, Traditional Chinese, Korean, Japanese, Thai and Vietnamese.
Q: Can I use my iPad or iPhone to transact in the self-service system? A: Yes, you can use your iPad or iPhone to access the self-service system.
Q: What will the ESO look like?
A: It will be different for every region. In APAC, there will be four Employee Service Offices –
one in Japan, one in Korea, one in China, and the main hub in Hong Kong to serve Hong Kong and all other affiliates.
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Q:What challenges were encountered post Go-Live in Canada and LATAM?
A: Challenges encountered post go-live in Canada and LATAM included call volume to Employee Services, so Employee Services had to learn how to prioritize or re-direct calls as appropriate (ex: technical issues should be directed to CSC and not Employee Services). Also, the use of the old forms instead of using the new forms caused some delays in getting
transactions completed, since the information had to be captured on the new forms in order to be entered into the HR Connect system appropriately.
Q:What will the finalized Oracle system for APAC look like?
A: Participants that are attending training will go through transactions that will help them
become familiar with the transactions and show them how to navigate through the new system. Also, simulated recordings of the transactions (UPKs) will be made available, and screen images will be included in quick reference guides (QRGs).
Q:What functionality will employees have with ESS?
A: Employees will be able to view and update their personal information online at work or home.
Through HR ConnectOnline you will be able to view and update your name, marital status, address, phone number, and emergency contact information. You will also be able to view your employment information, including your current job title and base salary.
Q:What is the next step of HR Transformation?
A: The week of May 6, we will begin user acceptance testing (UAT). After UAT, the “cutover”
phase begins for two weeks. This phase involves transferring employee data and Oracle system design to a production environment – the environment that all users will access at go-live. Go-live for ESRs, HR, and Managers will take place on June 3, with all remaining employees getting access to the system on July 1.
Q: How can we engage all employees for this change?
A: By supporting the project during conversations with employees and using communications provided by the Global Project Team to cascade messaging and spread the word about the new system. Also, when you receive an invitation for manager training, please be sure to attend the session.
Q: How can we communicate to our field employees the benefits of the Transformation? A: Field employees will benefit from this change, because they will now have the ability to update their own personal information, anytime, from anywhere. They will no longer need to submit a paper form to their manager or HR partner, asking them to submit information on their
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