People Operations and Services

Playbook: People Operations & Services

  • Logic Type: Service Process Logic
  • Goal: Reliable, efficient, scalable & compliant HR services
  • Start: Transaction trigger
  • End: Completed, documented, auditable process

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Core Subprocesses: 1) Case Intake & Routing · 2) Core HR Transactions · 3) Payroll & Time · 4) Self Services · 5) Quality, Compliance & Improvement

Subprocess 1 · Case Intake & Routing

Purpose

Fast, accurate routing of HR requests to the right resolver with full traceability.

Guardrails

  • Service taxonomy maintained; SLAs transparent.
  • Privacy: least-privilege access.
Play A Human-led Triage Desk (Human-led · Perceptive + Agentic)

Flow

  1. Email/portal intake.
  2. Agent assigns resolver.
  3. Manual status updates.

KPIs

  • First response < 8h
  • Resolution < 3 Tage
Play B Smart Routing Co-pilot (Human-augmented · Perceptive + Predictive)

Flow

  1. AI categorizes & suggests resolver.
  2. Agent confirms/edits.
  3. Nudges for missing info.

KPIs

  • Misroutes −50%
  • Time-to-assign −60%
Play C Auto-Routing with SLAs (Algorithmic-autonomous · Agentic)

Flow

  1. Rules + ML classify & assign.
  2. Auto updates; escalations.
  3. Quality sampling to HITL.

KPIs

  • Auto-route ≥ 80%
  • Breach rate −70%