The od journey of TCS - Case study - Organizational Change and Development - Manu Melwin Joy
- 1. Case Study – The OD Journey of TCS
- 2. Prepared By Kindly restrict the use of slides for personal purpose. Please seek permission to reproduce the same in public forms and presentations. Manu Melwin Joy Assistant Professor Ilahia School of Management Studies Kerala, India. Phone – 9744551114 Mail – manu_melwinjoy@yahoo.com
- 3. Pre-OD Scenario 1) Mounting Revenue Pressures 2) Selectivity in Projects 3) Focus on Specialization 4) Efforts on Experimentation & Innovation 5) Rewards & Recognition 6) Intergroup Co-ordination & Knowledge Sharing 7) Branding & PR
- 4. Alignment & Structure at TCS
- 6. Goal Alignment & Balance Scorecard • A need to re-look at a few organizational processes and systems, as for instance, the performance management and appraisal system at TCS. • Teach-Train-Transfer workshop by expert OD consultants- to explore means of institutionalizing goal-oriented performance management organization. • Personal Score Card-clearly outlined what would define goals, outputs, performance management, Economic Value adds & the ways and means for facilitating goal alignment. • The Balanced Scorecard approach was proposed, introducing corporate goals, which touched upon the following: – Voice of the Shareholder - Financial Goals e.g. Wealth creation – Vector of Technology – Technology Goals e.g. Quality, Cost, Delivery dimensions – Voice of the Customer – Customer/ Market Goals e.g. Customer Satisfaction – Voice of the Employee – Learning & Development e.g. Employee Satisfaction
- 7. PROPEL • The Intervention: Culture Building at TCS • In consonance with the TCS belief of “Let us make it a joy for all our stakeholders”. • balance of fun, introspection and interaction, while evoking commitment to self development Confluences • Platform for problem solving, focus on the Quality, Cost & Delivery measures Camps
- 9. Value Card • It helped to effectively capture and track this through the following steps: – The situation summary was charted out – Improvement goals, action plans and owners of each plan were identified – Success measures were identified against the dimensions of Valuing, Strategizing, Improving, for each actionable, along with timeframe for closure – Impact was analyzed in terms of short term and long- term actions.
- 10. Initiatives Deployed Account Excellence Plan Nakshaktra Award In Touch Associate Satisfaction Survey (Darpan) Toast Master Club/ Lets Talk Fun @ Relationship Level Open House/ Town Halls Walk The Talk
- 11. Account Excellence Program • Meeting all customer requirements • Minimizing processes variances • Reduction in Cost Of Quality • Elimination of waste • Enhanced Customer Support • Efficient Product Service • Flexibility to meet Customer demands & Market changes • Rework Reduction • Continuous Process Improvements • On-time delivery of major programs
- 12. Darpan • Reflect & Improve • There was a distinct increase in the Associate Satisfaction Index (ASI) in Darpan 06, which, interestingly, corresponded to an increase in Customer Satisfaction Index (CSI) as well.
- 13. Paradigm Shift: Post OD Scenario • The earlier tendency of self-sacrificing hard work was replaced by a shift of focus to teamwork and valuing of the employee. • In a nutshell, the OD interventions at TCS have helped build a culture of fostering systems thinking & creating forums for dialogue, while encouraging leadership at all levels. • For the organization at large, OD helped to reiterate the merits of valuing enquiry, expressing differences, and constantly generating new knowledge.