Schindler Elevators AG has relied on first-class HR operations for years - locally anchored and globally digitally supported. With a strong HR Operations Centre and modern tools such as SuccessFactors and UKG, the basis was already solid. But the vision went further: Schindler Elevators AG wanted to digitalise its HR processes end-to-end for greater efficiency and a seamless service experience for its employees. This project was tackled together with HR Campus.
Industry
Industry / Manufacturing / Engineering
Employees
5,000
Client since
2015
Region
German-speaking Switzerland
National
International
Services
Consulting
Software
Initial situation
At the start of the project, Schindler Elevators AG already had a stable HR Services model. The HR Operations Centre in Switzerland was well positioned, supported by the SuccessFactors (master data management) and UKG (ticketing, service processes, document management) systems. A searchable employee portal was also already in place.
However, the full potential had not yet been realised. Many processes still ran manually, were prone to media disruptions and led to unnecessary effort due to duplicate data entry. This slowed down efficiency - for employees and HR alike. There was no real «one-stop shop» experience. At a strategic level, the shared service centre also lacked a clear, shared vision for the future.
Solution
Shadowing & analysis
An experienced HR Campus consultant accompanied the HR Operations team in several job shadowing sessions on site. She observed processes and analysed relevant documents. Interviews were also conducted with employees. The results were summarised in an in-depth report and created the basis for strategic process optimisation
Process design & prioritisation
Together with the Schindler team, the process catalogue+ was used to determine which processes should be digitalised and optimised end-to-end as a priority. Target processes were clearly mapped for selected processes using a structured process model. The workshops ran efficiently, based on the HR Campus best practice templates. The process catalogue+ and process documentation also served to clearly define roles and responsibilities within the Team
Implementation & scaling
First, the Recruitment, Preboarding and Onboarding process was implemented in UKG. The Operations team at Schindler Elevators AG then digitised further processes independently in UKG based on the previously defined prioritisation, with selective support from HR Campus.
Today, employees can start their HR enquiries directly in UKG. Knowledge articles make it easier to get started and some of the documents are generated and archived automatically. Schindler employees continue to benefit from first-class HR Services - now even more efficient and digital, but just as personalised as before
Strategic orientation and service experience
In several workshops, Schindler Elevators AG worked with HR Campus to define a clear vision for the shared service centre. Questions were answered such as:
- To what extent do we want to standardise?
- How can we maintain proximity to our employees?
- Who is the right point of contact for which concerns?
Based on these questions, guiding principles for the service experience, clear response times and responsibilities were developed. Schindler Elevators AG opted for standardised, efficient processes that still ensure proximity and personal contact. The new strategic framework gave the Team orientation and ensured a common understanding of service quality. A continuous improvement process (CIP) within HR Operations ensures that the new processes are kept up to date in the long term.
Project
Although Schindler Elevators AG has a strong IT organisation and highly competent HR Operations employees, HR Campus was able to deliver added value in three key areas:
- Speed: Templates, Process Catalogue+ and best practices significantly accelerated HR Digitalisation.
- External perspective: Even experienced HR professionals sometimes can't see the wood for the trees. An outside perspective helped to question routines and recognise quick wins.
- Digital know-how: Process design and digitalisation must go hand in hand. HR Campus' comprehensive expertise in UKG and SuccessFactors led to practical and sustainable solutions.
With the digital foundations created, Schindler Elevators AG is ideally positioned for the future. Further HR processes will be digitalised step by step. In the medium term, there is also the opportunity to connect modern technologies such as AI and integrate them even more closely into the existing IT system landscape.