Reference no: EM133534854

Case: HR Contributes at SYSCO

Many people in the United States are not familiar with SYSCO, but they see its results because SYSCO is the largest food services and distribution company with almost $24 billion in annual sales. SYSCO supplies food products to customers in restaurants, hotels, supermarkets, hospitals, and other companies. In a firm the size of SYSCO with more than 40,000 employees, HR management is making significant contributions to organizational success. As an indication of this success, SYSCO received the Optimas award for general HR Excellence from Workforce Magazine.
Beginning several years ago, the need to revitalize HR activities was recognized by both executives and senior HR staff members. At the time, the SYSCO operating regions had administered many of their own HR practices. To bring change to HR corporate-wide, while preserving the entrepreneurial independence of the regions, a "market-driven" HR approach was developed. In this approach, corporate HR identified ways it could assist regional operations, and then developed programs and services that met regional needs. However, unlike in many other corporations where corporate HR programs would be "mandated" to operating units, SYSCO took a different approach. Key to market-driven HR is that managers in the regional operations must be convinced to "buy" the corporate HR services. For example, if a supervisory training program is developed by corporate HR, regional managers decide if they want to use the program for supervisory training in their regions.
Another part of creating HR as market driven was the establishment by corporate HR of a Virtual Resource Center (VRC) to provide services to managers and employees. A key aspect of the VRC is use of HR technology to gather extensive data on HR activities and provide that data to operating managers. One source of data is workplace climate surveys of employees. Using the survey data, HR developed initiatives to increase safety, which reduced workers' compensation claims by 30%, resulting in savings of $10 million per year.
Another problem that SYSCO had was high turnover rates of night shift warehouse workers. Recruiting these workers has been a constant challenge for SYSCO and other distribution firms. By implementing a variety of programs and services, based on employee and managerial input from surveys, the retention rate for these warehouse employees has been increased by 20%, resulting in savings of $15 million per year. These savings are due to reduced time and money spent recruiting, selecting, and training new employees. Also, employees with more experience are more productive and more knowledgeable about SYSCO operations and products.
Another area where HR has contributed is with truck and delivery drivers. Data gathered through the VRC has been used to revise base pay and incentive programs, increase driver retention rates, and improve driver safety records. Additionally, customer satisfaction rates increased and delivery expenses declined.
All of these changes illustrate that HR efforts at SYSCO have been paying off for the company, managers, and employees. But as the value of HR efforts is recognized by more managers, HR's role at SYSCO is likely to continue growing and changing.

Question 1. How does the market-driven approach illustrate that HR has strategic, operational, and administrative roles at SYSCO?

Question 2. Discuss what types of HR changes could have affected reductions in workers' compensation expenses, employee turnover, and increases in customer satisfaction.

CASE: Rio Tinto: Redesigning HR

Rio Tinto is a mining and minerals company headquartered in London. The multibillion-dollar company employs over 98,000 people worldwide and operates in more than 60 different sites in over 50 countries.
When the 2008 global recession hit it was clear that a reduction in workforce would be necessary for the company to survive, and 14,000 employees and contractors were let go. HR had been involved in the initial business discussions and understood that the reduction in force (RIF) was necessary. For the first time, Rio Tinto's HR used a coordinated approach globally. Previously, executives and HR directors in the individual business units would have all approached the downsizing differently. But this time with a common approach, the downsizing took place in an efficient, ethical, and sensitive manner, using regional severance policies and a comprehensive database and measurement tools to track the impact of the redirections. High-potential leaders and people with critical skills were identified and were moved around internally to retain them. Managers were trained to help the "survivors" stay focused. Previously the process would have taken two or three times as long it was estimated, and employee engagement and morale would have taken a much harder hit.
Rio Tinto had undertaken a strategic analysis and reformation of the HR functions before the RIF that made the favorable results possible. The analysis looked at HR functions for both effectiveness and efficiency. All HR functions needed to be delivered at a lower cost while maintaining quality. Previously most HR professionals would have spent their whole career in one plant. Today they move across product groups, locations, and assignments fostering a more consistent culture. A senior HR council to provide leadership and guidance was started. This helped with a consistent HR philosophy that supported policies and standards for the whole company.
Efficiencies were achieved by using more digital processes and adding self-service tools for employees.
Bringing together disparate HR departments across multiple business units increased speed and lowered costs. Further, the company moved from a defined benefit pension plan to a defined contribution plan to conserve cash through reduction in long-term pension liabilities.
Rio Tinto feels that using their human capital better, organizing teams, developing talent, and supporting innovation and creativity can help make the company's people a source of potential competitive advantage. The company's HR professionals gained new skills relative to helping productivity in the workforce. The value of a 1% to 2% increase in productivity far outweighed the entire cost of the transformation of Rio Tinto's HR function.

Question 1. How did Rio Tinto's revamping of HR help with minimizing the potential problems with the reduction in force? What role would an HRIS (also called a Human Resource information system) have to play in managing an RIF?

Question 2. Without a consistent philosophy, policies, and approaches to reduction in force (or any other disruptions in the future) what would the likely reactions from employees be?