Quản lý và nhân viên có thể truy cập thông tin quan trọng để hoàn thành một phân tích công việc, dự án đánh giá công việc tương đối dễ dàng. Hơn nữa, thực hành tốt nhất trong cả các hoạt động này được xây dựng vào phần mềm. Ví dụ, | eHR Trends in Delivery Methods 207 Return on investment is the foundation of any business case. It has become an article of faith that hr technology reduces cost. Towers Perrin found that 80 percent of hr executives believed selfservice technology could lower costs but only 40 percent of those surveyed found that the promise had been realized Towers Perrin 2002a . In general the typical payback period today is about thirty-six months although there are examples of shorter as well as longer payback periods. The trend is toward longer payback periods. over the last three years the average payback period has grown from twelve months in 2000 to twenty-two months in 2003 Cedar 2002 Cedar 2003 . This is due in large part to the increase in sophistication of today s applications and user demand for systems to offer a broader range of services. It is very common for organizations that implement a basic ESS system with limited functionality to quickly be faced with users demanding more features. Remember the comparison standard for users is not the old paper-based system but rather the best of breed commercial websites such as Amazon or Yahoo. vendors have responded to this trend and offer much greater functionality in basic applications when compared with offerings of a few years ago. As a result payback periods are growing. There is an increasing number of success stories. In terms of roi and related success measures several criteria can be considered. These include the payback period cost savings efficiency increases and user satisfaction. A variety of case studies as well as survey data are available. The 2003 Cedar Survey provides data on a variety of roi indicators. Table presents these results. Inspection of Table suggests that new systems can have a significant impact on the organization. Probably the most striking finding was the reduction in inquiries to the service center. If these findings generalize to most organizations we can expect call centers to .
