Case Study Background
GlobalVoyage Travels, headquartered in Chennai, is India's fastest-growing travel conglomerate with operations spanning across 20+ countries in Asia, Europe, and North America. With 15,000+ employees worldwide, the company has established itself as a leader in leisure travel, corporate travel management, destination experiences, and hospitality services.
Mr. Rajan Krishnamurthy, CEO of GlobalVoyage Travels, recently unveiled "Vision 2035: Beyond Destinations" – an ambitious strategic roadmap focusing on personalized travel experiences, sustainable tourism, and digital transformation. "The travel industry is undergoing unprecedented transformation," emphasizes Mr. Krishnamurthy. "As we recover from the pandemic, we face new challenges including economic volatility, changing consumer preferences, and severe talent shortages. Our success depends on building a workforce with the right skills to deliver exceptional customer experiences in this new landscape."
Dr. Meera Sharma, CHRO at GlobalVoyage, has identified several critical talent management challenges:
- High turnover rates (35% annually) among customer-facing roles and digital specialists
- Significant skills gaps in emerging areas like sustainable tourism, digital marketing, and travel technology
- Seasonal fluctuations requiring flexible staffing solutions
- Inconsistent performance across similar roles in different regions
- Limited visibility into workforce capabilities across global operations
- Difficulty developing internal talent pipelines for critical positions
"The travel and hospitality industry faces unique talent challenges," explains Dr. Sharma. "According to our analysis, we're competing not just with other travel companies but with tech firms and retail organizations for critical skills. Our current HR systems can't provide the insights we need to identify, develop, and deploy talent strategically."
To address these challenges, GlobalVoyage has decided to implement SAP SuccessFactors Talent Intelligence Hub as the cornerstone of its talent transformation journey.
Implementation Challenge
As the implementation consultant engaged to support this strategic initiative, you must address the following questions that incorporate both technical and organizational considerations.
Case Study Questions
- Skills Ontology Development
GlobalVoyage currently lacks a standardized approach to defining skills across its diverse operations. How would you design a comprehensive skills ontology within the Talent Intelligence Hub that addresses both current and emerging skills in the travel industry? Include specific travel and hospitality skill categories and explain how you would structure the relationships between skills, roles, and business outcomes.
- Data Migration Strategy
GlobalVoyage operates with fragmented HR systems across its 20+ countries of operation. What approach would you recommend for migrating and standardizing employee competency data into the Job Profile Builder (JPB) as a prerequisite for enabling the Talent Intelligence Hub? Include considerations for data quality and global standardization.
- Growth Portfolio Implementation
How would you configure the Growth Portfolio feature to empower GlobalVoyage employees to track and prioritize their skills development? Detail how the system could accommodate different career paths within the organization, from customer service representatives to destination specialists to corporate functions.
- AI-Driven Talent Insights
Given GlobalVoyage's challenges with high turnover and inconsistent performance, how would you leverage the AI capabilities within TIH to enable data-driven talent decisions? Detail specific use cases for predictive analytics that address the travel industry's unique talent challenges.
- Seasonal Workforce Planning
The travel industry experiences significant seasonal fluctuations. How would you utilize the Talent Intelligence Hub to support strategic workforce planning that addresses these variations while ensuring consistent customer experiences? Include specific examples of how predictive analytics could inform flexible staffing strategies.
- Learning Integration Strategy
GlobalVoyage needs to rapidly upskill employees in emerging areas like sustainable tourism and digital customer experience. How would you integrate the Talent Intelligence Hub with SAP SuccessFactors Learning to create personalized development journeys based on identified skill gaps?
- Cross-Cultural Implementation Approach
With significant operations across multiple countries and cultures, GlobalVoyage faces challenges in implementing a consistent talent strategy. How would you address these cultural considerations when implementing TIH across diverse locations? Include strategies for balancing global standards with local requirements.
- Opportunity Marketplace Design
GlobalVoyage wants to improve internal mobility to enhance employee development and retention. How would you design and implement the Opportunity Marketplace within TIH to facilitate movement across different business units, functions, and geographies? Explain how you would integrate it with the Growth Portfolio to match employees with appropriate development opportunities.
- Change Management and Adoption Strategy
Previous technology implementations at GlobalVoyage have faced user adoption challenges. Develop a comprehensive change management approach for the TIH implementation, addressing communication, training, and engagement strategies for different stakeholder groups across multiple countries and cultures.
- Competency Framework Alignment
Dr. Sharma believes the current competency framework doesn't adequately reflect emerging skills in digital customer experience and sustainable tourism. How would you evolve GlobalVoyage's competency framework using TIH to incorporate these future-focused capabilities while ensuring alignment with the company's "Vision 2035: Beyond Destinations"?
Implementation Context
When developing your responses, consider these additional factors:
- GlobalVoyage faces fierce competition for digital talent from both travel and non-travel sectors
- The company is recovering from pandemic-related downsizing and needs to rebuild capabilities quickly
- Economic volatility is creating pressure to optimize workforce costs while delivering exceptional customer experiences
- The company has identified sustainability as a key differentiator, requiring new skills and capabilities
- Employee engagement surveys indicate that career development opportunities are a top concern
Your implementation approach should balance technical excellence with organizational change requirements, ensuring that the Talent Intelligence Hub delivers both immediate improvements and sustainable long-term value in addressing the critical talent challenges facing GlobalVoyage Travels.
Evaluation Criteria
Students will be evaluated on:
- Understanding of SAP SuccessFactors Talent Intelligence Hub capabilities
- Ability to align technical implementation with business objectives
- Practical approaches to data migration and system integration
- Creative solutions to user adoption challenges
- Appreciation of travel industry context and challenges
- Integration of AI and advanced analytics to drive strategic talent decisions
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