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Enhancing Talent Management Through Service Design

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A Fortune 500 pharmaceutical company wanted to enhance their talent management process using a skills ontology, which provides an organized way of categorizing employee proficiencies. By implementing this strategy into their talent management system, the organization would be empowered to automate more accurate assessments, enhance job matching and career development opportunities while also improving their workforce planning. 

However, before proceeding, the organization needed a service blueprint to inform key decisions surrounding interdependencies among technology, people and process. A longstanding partner, Veracity was brought on to help—detailing their technical ecosystem to effectively predict upskilling needs and more.  

Veracity empowers pharma giant with enterprise-wide workforce strategy.

Understanding An Entire Talent Ecosystem

To understand current business challenges, opportunities and future state outcomes, Veracity held a series of virtual workshops with key project stakeholders, examining the full talent ecosystem. We studied the services offered, as well as employee and back–office support, identifying personas along the way. Our team produced rapid service maps and a current state analysis identifying pain points, gaps and opportunities for improvement amongst the personas. Then we collaborated with the team to review process and workflow documentation to gain full comprehension of the current processes. 

Refining Our Understanding

The team defined and validated what personas were thinking, saying, seeing, doing and hearing, while plotting their greatest pain and gain points across the experience. We updated the service maps, defining “Moments that Matter” to each persona, pinpointing the greatest opportunities and gaps at each stage of their experience. 

Defining an Ideal State for Service Delivery

To visualize and develop an “ideal” state for the delivery of services in scope, Veracity created finalized service journeys featuring insights from persona research. Through prototyped improvements, prioritization and a comprehensive rollout plan, we achieved a collective final vision for success.

 

In the end, the team delivered a final ideal state service blueprint that outlined end-to-end activities for service delivery by user group, including all touchpoints for front-stage and back-stage processes and systems to empower their enterprise-wide workforce strategy. 

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Project Outcomes

70
Pain Points Identified & Grouped Into 20 Themes
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6
User Perspectives Represented in the Service Journeys
30
Opportunities Identified Throughout 5 Stages of the Journey

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