Fidelity, Quality, Service, HRO

Seven Action Steps to Achieve HRO Quality

By Patrick Goepel
President, HR Services
Fidelity Employer Services Company

Introduction
Human Resource Outsourcing (HRO) is one of the fastest-growing segments of the business process outsourcing sector. According to recent HRO studies from Everest Research Institute* and other organizations, the minimum requirements for HRO are cost effectiveness and technology access. However, the most important success factor is supplier quality — the ability to consistently deliver a superior operational experience. Most engagements are managed via service level agreements (SLAs) that contain specific measurable cost and performance criteria. They rarely include more qualitative criteria or measures that are closely associated with the overall quality of the engagement and the supplier.

We recently commissioned a leading industry research firm with experience in the HRO marketplace to ask HR Benefit Managers, Directors, and Vice Presidents to help define the critical factors that drive quality in HR outsourcing. Here is some of what we learned, along with seven actionable recommendations for achieving higher quality during an HRO engagement.

Download the full report: Seven Action Steps to Achieve HRO Quality