• As a best practice, World-Class organizations seek out opportunities to simplify, standardize and automate as much as possible.
  
• They use a portfolio approach to deliver services through the most appropriate channels (e.g., self-service, shared services, center of excellence, HR business partners).
  
• From the Hackett HR Benchmark we are able to quantify both the cost and the staffing level difference that World-Class service delivery makes in overall and process level full-time equivalents (FTEs) compared to Peer (non-World-Class organizations).
  
• As you study each of the performance metrics included in the Vantage Portal site, you may wish to reference the following definitions to assist you in applying these metrics within your organization.