Employee Relationship Management - Siebel

In the area of B2E (Business to Employee) we have seen a new Heading: ERM. What is really ERM all about? We will look into this topic by comparing different solutions and looking into the Solution offered by Siebel.

In this economy, your pipeline depends on penetrating large strategic accounts, which is a complex challenge. A successful account approach must identify the needs and solutions for multiple business and service units often located around the world. Account team activities must be planned, coordinated, and tracked. Siebel Enterprise Selling Process (ESP) can help sales organizations achieve all of these goals.

In the Area of ERM we fild various approaches to ERM by combining webbased soluitons (web services such as holity schedulers,...), CRM and Call management systems.

Looking at above Diagram you will find the top Leaders in the 2 key areas and be able to see their weeknesses. Siebel covers with their CRM/ERM solutions the Top position of both categories. But what makes them a market leader? Is it experience, customer focus, excellent programmers, tight connections to customers and consultions portfolios? We will find out:

Siebel Employee Relationship Management (ERM) helps companies improve corporate performance through a set of integrated best practices and supporting applications that enable consistent execution of corporate strategy and decrease operating costs across the enterprise. The Siebel ERM integrated suite is based on the following high-level best practices for effective corporate performance:

• Align Organizational Activity with Key Business Drivers
• Manage Employee Performance and Track Impact on Key Metrics
• Communicate Continually to Reinforce Corporate Agenda
• Build Workforce Competencies to Support Key Initiatives

Siebel ERM enables companies to close the gap between strategy and execution and consistently deliver on their corporate initiatives. Comprised of more than 25 fully integrated applications, Siebel ERM is the industry's broadest and most comprehensive suite of packaged ERM applications for executives, managers and employees. Based on five guiding principals - alignment, managing performance, continual communication, workforce development and streamlining access to company resources - the Siebel ERM application suite allows customers to optimize their business processes by leveraging Siebel's embedded best practices, ensuring our customers benefit from proven industry standards and Siebel Systems' domain expertise while dramatically speeding the time to deployment.

Aligning Organizational Activity with Key Business Drivers

Siebel Executive Analytics provides the executive with one place to view, monitor, and analyze the entire organization's health. Executive Analytics includes over 40 pre-built reports and indicators based on best-practices for analysis of customer, partner, service, sales, marketing, and employee data. The pre-built reports enable organizations to quickly roll-out best practices to their key executives and better leverage their existing systems investment, by analyzing all the data captured through the Siebel and non-Siebel applications and presenting it one interface. This application allows the organization to see relationships between account sales and service data, partner training and partner effectiveness, and multiple other cross-functional areas of the analysis.

Siebel Workforce Analytics Analytics provides a platform for real-time analysis of critical employee performance data through pre-built analytic dashboards. Siebel Workforce Analytics includes over 60 pre-built reports and indicators based on workforce best practices for analyzing training, helpdesk, performance management, and general employee data from and across both Siebel and non-Siebel data environments. Each area of reporting analytics has been designed to meet the needs of specific roles within the enterprise from human resource executives to line-of-business heads to each and every individual contributor. Workforce analytics allows the organization to correlate employee level data with performance metrics from the entire organization, providing managers with a complete view of the employee enabling quantitative and objective analysis of employee performance.

Managing Employee Performance and Tracking Impact on Key Metrics

Executing on revised operating strategies often requires significant changes in organizational structures, market positioning, and financial plans. As a result, corporate goals become unclear and even more difficult to communicate across the enterprise. Driving consistent high performance has become a significant challenge to most chief executives, particularly in complex, global organizations with thousands of employees. Siebel ERM delivers an entire integrated suite of applications to effectively manage and reward performance across the enterprise.

Siebel Objectives and Reviews is a comprehensive and scalable solution that enables organizations to effectively align and manage business objectives, reinforce corporate values, and measure employee performance. It makes performance measurement a collaborative and efficient process that produces actionable results. Siebel Objectives and Reviews provides broad and deep functionality for disseminating corporate objectives throughout the enterprise and the cascading of individual employee objectives. It also provides best-practice functionality for periodic and annual reviews, 360-degree evaluations, and skills assessments.

Siebel Competency Management provides managers and employees with visibility to individual and group competency profiles, allows for the approval of employee competency self-assessments, and provides a mechanism for team competency planning.

Siebel Career Management provides an online career development system, where employees can view their current job profiles, browse through potential career paths and define a next-career step. It also provides employees with an analysis of their skill gaps. Employees can assess the skill gaps between their current competencies and the proficiency levels of any future job profile or next career step they would like to reach. Based on this future career gap analysis, employees are automatically recommended training courses they can take to bridge existing or potential gaps, allowing organizations to reap the full benefits of all employee training investments.

Siebel Compensation Planning enables organizations to quickly adjust their compensation philosophies to changing market conditions, keep tighter control over budgets and expenditures, and reduce planning cycle times. It is a comprehensive manager's tool for planning employee salaries, promotions, discretionary bonuses, and stock grants providing auto-recommendations based on company guidelines and performance factors. With Siebel Compensation Planning, organizations with hundreds or thousands of employees can manage a variety of sophisticated compensation plans efficiently and accurately reducing administration costs while promoting corporate consistency.

Communicating Continually to Reinforce the Corporate Agenda

Organizations using traditional communication methods—including newsletters, broadcast email, and voice mail—often find that they are unable to communicate news and strategy shifts to employees in real time. In the case of large, geographically dispersed workforces, this problem is particularly acute—newsletters remain in inboxes, emails are filed away, and voicemails are deleted. The result has significant bottom line impact, as employees execute according to outdated priorities and operating plans. Siebel Content Applications provide a cohesive suite of corporate applications for initiating, communicating, and executing change across an organization. Executives are empowered with a high-impact communication forum, domain experts gain out-of-the-box functionality to publish their information and knowledge to a wider group of users while end-users receive richer, more relevant information at the right time and inside a web-based application they use every day.

Siebel Group News News enables organizations to deliver targeted, role-based content to employees in the context of software applications that employees use throughout the day. Dynamic, graphically rich content ensures that readers access the information they need to execute against the organization's corporate and departmental initiatives. Siebel Group News empowers distributed news authors throughout the organization to create, edit, and publish dynamic, real-time content to highly targeted audiences; submit content for approval based on flexible workflow technology; access and roll back to previous versions; control end user access to content based on roles and responsibilities; and automate the publishing, expiration, and archiving of content.

Siebel Micro Sites enables domain experts to create and manage an expansive, browseable taxonomy of content-rich micro sites, or collections of content pages, for corporate policies, individual departments, products, and company programs. The drag and drop designer and built in HTML editor allow non-technical administrators to create professional micro sites quickly and efficiently while its check-in, check-out and version control features allow more sophisticated users to leverage their favorite 3rd party authoring tools and conduct complete content life cycle staging, preview and roll back delivering ultimate flexibility and ease of use.

Many companies have deployed Siebel CRM applications to provide customer-facing employees with comprehensive customer information, yet they are unable to expose this valuable customer data easily and cost-effectively to the rest of the organization. Siebel Customer Content allows organizations to cost-effectively leverage and extend this unified view of their customer to all employees across the organization with creating a truly "customer-centric" enterprise.

Building Workforce Competencies to Support Key Initiatives

To create and maintain competitive advantages, companies must maximize the knowledge, skills and competencies of their employees. In addition, organizations must seek to grow those competencies over a broader set of employees over time and expand them to meet the changing demands of the marketplace and the company's evolving business strategy.

Siebel Training provides a comprehensive Learning Management System (LMS) for hosting and managing end user training across the extended enterprise. Siebel Training enables companies to manage corporate learning using a variety of delivery methods, including Web-based, instructor-led, virtual classroom and pre-recorded training. Learners can browse the course catalog, enroll in and receive training, access a materials library and take skills tests to quantify learning results. In addition, managers have easy access to their direct reports' transcript information. This end-to-end functionality ensures that the right training is provided to the right individuals using the best learning method available. Siebel Training provides recommended training that automatically suggests specific courses to individuals based on their current skill gaps. Recommended courses can be taken and, upon completion, users' skill profiles will be updated automatically to reflect this newly acquired knowledge. In addition, Siebel Training allows users to follow training curriculums, which provide significant flexibility in designing and tracking personalized learning paths.

Providing Employee Services to Maximize Productivity

Successful companies today need to provide timely and cost-effective support to employees across the organization. World-class employee support not only addresses employee service needs efficiently, but also reduces the need for assisted service by pre-emptive and self-service. Siebel Employee Service encompasses five components of best practices:

Deliver pre-emptive support via software and other fixes and updates
Encourage self-service by employees through intuitive and easy-to-use self-service tools
Provide enhanced assisted service via a consolidated help desk
Effectively track internal support metrics, and manage resources to these metrics
Deliver support in numerous service areas (HR, IT, Facilities and others) across systems and geographies

Siebel HelpDesk eeliminates the costly and resource intensive issue with delivering high quality employee support by delivering an entire suite of support applications designed to streamline resources and simplify employee support interactions. The Siebel Helpdesk Requestor allows employees to access a single online location for all their support needs ranging from HR and IT to Marketing and Sales Operations. Employees can browse or conduct keyword or natural language searches of frequently asked questions or log, submit and track services requests which once submitted are automatically routed to the appropriate support agent within the company for servicing.

Siebel Support Automation provides the user with a set of tools for repairing applications, network settings and printer settings automatically from a single support help page. Siebel Automated Desktop Support provides users with a set of tools to quickly and easily solve their own IT issues; users can diagnose problems, get automatic fixes that are personalized for their system, and fix their applications by themselves. Automatically collect information about key IT systems and checks key diagnostic information for errors. By assisting and supporting the agent, the Siebel Automated Diagnostics tool enables the gathering of the user's system information and forwarding this for analysis. The agent can push web pages to the user, push and run automated fixes remotely on the user's machine, heal applications on the user's remote machine and chat with the user electronically. Also offered is access to the user's file system to remotely view and edit files while accessing the users registry system remotely. Finally, Increase organizational efficiencies by automatically creating an inventory of valuable IT assets, which enables correct purchasing, migration and support decisions. Siebel Automated Desktop Discovery enables the organization to automatically inventory IT assets such as hardware and software in a connected and disconnected environment. Provides complete, accurate and timely intelligence about your IT assets.

Siebel Employee Self-Service ("ESS") reduces cost and administration while increasing employee productivity, satisfaction and transaction accuracy by allowing employees to process routine and frequent transactions themselves over the Web. In most companies, making an address change or transferring an employee requires a multi-step process, including downloading a form, filling out all details manually, attaching the form to an e-mail, and then submitting to a generic HR mailing address. This process has high potential for data entry errors and incorrect routing. Siebel ESS eliminates this challenge by providing users with self guided forms, containing branching logic, that are automatically routed through the system for approval once all required and dependent data has been captured.

Siebel Quality Management enables organizations to capture change requests across multiple channels and manage all aspects of the quality engineering process. Using Siebel Quality users can relate a change request to a service request so that customers are kept abreast of the status. Users can identify and associate solutions with change requests to leverage the organizations cumulative experience. Users can attach any type of documentation or product literature to a change request record so that the service team has all the information they need to resolve a customer issue. Finally, users can analyze trends in change requests over time across multiple dimensions and generate executive reports without leaving the application.

Siebel Time & Expense helps employees capture and keep track of all billable time and expenses on the Projects, Accounts or Opportunities they work, as well as managing the routine employee expense reporting process.

Ultimate Deployment Flexibility through Market-Leading Portal Architecture

Siebel ERM contains an embedded market-leading portal architecture allowing organizations to leverage their existing systems through Siebel ERM's unified interface while providing all the additional employee performance applications required such as training, performance management or collaboration. Conversely a company can deploy the comprehensive Siebel ERM applications suite directly through an existing portal environment providing organizations with ultimate deployment flexibility.

The Siebel Portal Architecture delivers best-of-class portal capabilities including:

• Role-Based Corporate Communications Based on Company and User Preferences - Enables companies to streamline and personalize communications, news, and company information based on business rules and company guidelines.
• Built-In Single Sign-On and Authentication - Simplifies the end user experience by providing employees with a single logon and user experience across many different applications.
• Streamlined Presentation Layer and Data-Level Integration - Supports the display of third-party applications and content directly through Siebel applets. Out-of-the-box connectors provide a flexible, easy-to-use environment for creating additional third-party display applets.
• Sophisticated Knowledge Management and Rich Content - Provides rapid access to the most relevant content, people and organizational and industry knowledge.
• Configurable, Interactive Workflow - Streamlines common business processes by enabling organizations to define, automate, and manage consistent, yet personalized workflows.
• Prepackaged Business Process Integration - Universal Application Network, the industry's first standards-based, vendor-independent application integration solution, delivers out-of-the-box solutions for mission-critical business.
• Seamless Offline Access - Allows users to work with or without a network connection and ensures that all offline modifications are automatically updated the next time the user connects through Siebel Systems' patented data synchronization technology.
• Market-Leading Session Management - Captures application sessions as users navigate in and out of multiple applications, minimizing interruptions and providing a fluid user experience.
  

Universal Application Network and Web Services Support

Recognizing that our customers' business processes involve data from multiple applications and systems, Siebel Systems has ensured interoperability by supporting Web Services and standards-based integration through the Universal Application Network. Universal Application Network takes a standards-based approach to the design and development of cross-application business processes while leveraging the proven integration server technology of leading vendors. Organizations can easily integrate data and business processes across multiple applications while dramatically lowering cost and complexity.

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