Confidence was dimming and anxiety rising in December 2017 when KPMG was asked to step in to guide the implementation of the Workday Human Capital Management (HCM) and payroll cloud solution at the fifth-largest Catholic hospital system in the United States. In the face of a merger that would double its size, our client had no time to lose.
The consulting firm originally selected didn’t have the depth of knowledge needed to replace an aging Human Resource (HR) system and create the service delivery experience that would enable the hospital to attract, engage, and retain the best talent. A lackluster employee experience could diminish patient satisfaction and outcomes and – especially – the ministry the hospital holds dear: improving the health and well-being of the poor and disadvantaged in the communities it serves.
Our client's new HR and payroll cloud solution seeks to foster an environment where staff and physicians are eager to work and further the hospital’s mission.
The new system helps:
KPMG was asked to supervise the hospital system's replacement of an aging on-premise HR system and guide the system's HR leaders through the literally hundreds of difficult decisions that lay ahead. The hospital system was soon to announce a merger, creating a 43-site system spanning seven states and generating $8 billion in operating revenue. The merger would double its size – to more than 57,000 employees and 1,000 patient care sites from Ohio to the Atlantic seaboard and deliver $2 million a day in community benefit.
Now it was even more imperative to create a service delivery experience that would enable the client to attract, engage and retain the best talent capable of delivering peak performances every day.
Initially KPMG was asked to re-plan the implementation of the Workday HR and payroll cloud solution that the hospital system had chosen. KPMG Powered Enterprise solution for HR proved especially valuable because not only does it detail how to implement the system but also how to achieve the client’s business outcomes.
KPMG Powered Enterprise is a pre-configured solution that accelerates Workday implementation, reduces risk, and delivers certainty of outcomes for faster ROI. It contains a repository of continuously updated and integrated tools, operating models, and business process designs based on our deep business and technology experience and leading practices in back-office transformation. Using the KPMG Powered Enterprise HR solution enabled KPMG to work with the hospital system designing an implementation in half the time and keep the project on track.
We started with the leading HR practices embodied in KPMG Powered Enterprise solution for HR, capturing the change implications in design sessions with the client and our change management professionals. Along the way we also uncovered opportunities to customize some HR processes to better meet the client's needs. Aligning leadership across the operating units was another critical step. Our goal was to harmonize the processes and create consistency across all work groups, determining guiding principles up front – such as the degree of self-service and automation and the level of standardization – so that we could all agree on business outcomes. By doing so, this meant that the hospital system could focus more on nimbly growing their ministry.
With the go-live date for the Workday HCM and payroll functions scheduled to occur in December 2018, this client is already looking ahead to additional projects with KPMG, including the implementation of Workday’s Prism analytics and learning modules, to give managers and employees the insights and information to succeed in their future ministry.
Actively engage your most vocal champions and critics from day one. Include them in design sessions and in the sessions to align guiding principles. Also bring them into the testing and roll-out planning.
Leading practices focus on future changes to processes, roles, and technology configurations. Giving people a blank sheet of paper and asking them what they would like to do usually results in what they have done in the past. This is an opportunity to transform, not just get the lights blinking on a new piece of technology.