Fedex Apac Hr Shared Services Center in Wuhan

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FedEx APAC HR Shared Services Center in Wuhan

This case was prepared by Prof. Lee, Jean S K and LIU Jia at Case Center of CEIBS. The case was prepared as the basis for class discussion rather than to illustrate either effective or ineffective handling of an administrative situation. Certain names and other identifying information may have been disguised to protect confidentiality. Copyright © 2008 by CEIBS (China Europe International Business School) No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means-electronic, mechanical, photocopying, recording or otherwise-without the permission of CEIBS. The CEIBS Case Centre is sponsored by McKinsey & Company.

FedEx APAC HR Shared Services Center in Wuhan

CC-408-006

FedEx APAC HR Shared Services Center in Wuhan

“Congratulations to our HRSC team in Wuhan on this prestigious award and we really appreciate the outstanding shared service model you have created within the company and the positive influence to the entire industry. We are so proud of the team and please keep up the marvelous job you have done! We are confident that our people strategy will continue to support FedEx to flourish in China’s changing work environment. Thank you for your continued dedication and innovative work.” Eddy Chan, Senior Vice President of FedEx China Region, made the announcement. (Exhibit 1) Human Resource Services Center (HRSC) won the “The Best New Shared Services Organization 2007” at the Asia Shared Services Summit in Singapore on 21 August, 2007. The Shared Services Excellence Awards are established to honor, recognize and promote Shared Services Organizations (SSOs) that demonstrate true best practices. As the HRSC Managing Director, Kuan-Thye (K.T.) Sean was excited about the award winning: I believe that I am at the right place and the right time being in China, being here. The company views China and the world views China as a great economy, so being here is a right decision and I look forward to the challenges ahead. While excited about the achievement, K.T. recalled that it was not an easy decision to set up the HR shared service center. She also hopes that the center will deliver what it promises. HRSC General Information In June 2006, China Domestic Express Service (DXP) HR, together with the DXP Call Center and Revenue Operations Center, set up the Human Resources Service Center (HRSC) in the inner city of Wuhan, China. This HRSC represents the HR team’s ability in strategic thinking, in having the courage to challenge status quo, in innovating the delivery of HR Services, and in executing project plans. Setting up the first HRSC in Asia Pacific Area (APAC), without any help from external consultants, is indeed a success story. General services of HRSC include processing employee information forms (PRIDE), position number creation for non-management positions, company mail code maintenance, filing Personal files and scanning, internal job postings via company mail system, setting up candidate system testing user ID and password, external job postings at fedex.com, helping with the application for ID badges, compile exit interview information, and generating standard APAC reports.

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FedEx APAC HR Shared Services Center in Wuhan

CC-408-006

Today HRSC has forty-six employees including four HRSC managers providing full HR services from recruitment to “on-boarding” and providing support throughout an employee's lifecycle in DXP. (See Exhibit 2) Pay Processing is also under the belt of this center and it is the first time that an HR department in APAC division has assumed this responsibility from Finance. Pay Processing consolidates and completes all monthly pay related calculations for each employee before handing the work over to Accounting to audit and effect monthly payroll. HRSC HR manager—Bryan Cheong emphasized, HRSC seems to be a key driver to support the...
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