Alliant Consulting Aligning people, processes and metrics to meet your business goals.


Project Focus

  • HR Support Provider’s Payroll, Benefits, Communications, Benefits Product Management, and Business Management areas
  • Measure and improve customer service levels following implementation of a new HRIS system the year before
  • Conduct operational assessment of processes and practices related to the HR Shared Services Center
  • Design a detailed operating model to improve quality, service and productivity

Client Gains: Financial and Operating Benefits

  • 25%-30% increase in processing through-put
  • Reduced errors 15%-25% by increasing quality assurance, managerial follow-up, and training
  • 75% reduction in overtime
  • 15% immediate increase in productivity
  • Centralized project management and tracking process with clear definitions of responsibilities and accountability
  • Overall performance gains of 10% -20%

Key Changes that Supported Client Goals

  • Guided a two-person assessment team over a five-week period to identify ways to improve customer service, quality and productivity
  • Conducted an objective operational effectiveness review focused on client support, transaction fulfillment, quality and customer satisfaction
  • Documented, reviewed and analyzed 36 work/process flows, along with performance reports, policies, service level agreements, and customer surveys
  • Supplemented background information with personal interviews with staff and managers
  • Facilitated work sessions with HR leadership to identify, review and prioritize issues – resulting in 100+ specific issues and opportunities
  • Developed performance standard targets and key metrics to support win-win service level agreements
  • Redesigned key workflows and developed staffing models based on new service and quality standards, activity-based workload, and volume forecasting assessment
  • Designed and adopted an integrated implementation plan including steps, timing, and accountabilities