Forging a new HR reality. Tyson, KPMG, and ServiceNow.
Robin Rogers, HR Technology Leader, HR Transformation, Tyson Foods
So Tyson is on a multi-year HR transformation. We started with baby steps in 2019 when we rolled out Workday. It's a fantastic tool for us and continues to be a fantastic tool, but we really did what's called a lift and shift—where you take your previous world and you try to put it into your new world.
We realized pretty quickly that was not going get us a return on investment; not going to get us us that employee experience that we were really pushing for.
Gerald Schaefer, Director, Human Capital Advisory, KPMG LLP
To have an organization that is innately focused on curated experiences rather than a simple tool implementation—our clients are going to see extreme value out of a tool like ServiceNow.
And so, all of the conversations and the collaboration and work that we did was really focused around those team members and how to provide them the best experiences that they can through enabling technology. Then we began the conversation about how can the technology support the digital experience you are trying to achieve.
Robin Rogers:
The only way you were able to get help was by physically walking up to someone and now we can say, hey, “there are all of these channels available to you; you can call us; you can chat with our virtual agent; you can chat with us; you can chat with a chaplain.” That was very exciting to us.
Gerald Schaefer:
Tyson, with the implementation and the transformation and the journey that they've been on, are on the cutting edge of providing employees multiple different ways of getting services. It's how that they can create that emotional connection with employees. Through different mediums, different channels and really curating experiences that an employee or a team member can embrace—while they're going through their own career journey, or if they so choose, to reach out and connect via chat with someone who can address their questions directly in their native language—is a critical success factor for Tyson Foods.
Robin Rogers:
KPMG has been able to bring in that perspective of here's the leading practices; here's what you can expect to happen in a place where we really had no data to go on. We didn't know what kind of volumes we were gonna have. We couldn't have designed how large our tier one organization need to be because we had absolutely no perspective of what call volumes would be or what case volumes would be or what knowledge articles would be helpful. And so having a partner there to say: “Hey, we're not going to know exactly, but here's what we can expect from an industry experience. Here's what other companies have experienced, here's things that have been successful at other companies.” Having someone to work with us as a partner has been what has made this a success.
These are people that have integrated into our day-to-day-life. They are true partners, they are comrades in the best possible sense. And they are just as invested in our success as we are.
Tech improves processes. We improve experiences. Make the difference. KPMG.
