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Operational Excellence@ Genpact

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What Do Clients Value in Outsourcing Relationships?

Responsiveness and customer service

Meets and guarantees SLAs

Enable future business strategies

Expertise within your industry

Trusted, strategic relationship

Short implementation/transition period

Provisioning of best of breed technology

0% 20% 40% 60% 80% 100%

% of respondents rating number one

Source: IDC , Microsoft Seminar

Key Challenges

Speed Service Partnership KnowledgeSpeed Service Partnership Knowledge

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Responsiveness and Customer Service

Customer comes first …. respond immediately, completely, and concisely

Listen to the customer …. judge customer pulse …. understand the underlying message…. some customers may be polite and unhappy

Customers come First!!

Second, Third and Fourth!

Customer Service Do not be defensive / argumentative …. no matter what the

metrics say …. if a customer does not feel “Green” you are not “Green”

Do not use constraints not to deliver …. ask for help …. demand it!!

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Go Beyond just Meeting SLAs ….

Our customers want you to: Understand their processes end to end … not just the part that you

manage Go beyond what is written – beyond SOPs & SLAs …. these are a

given but not the end Evaluate the impact of errors & non performance on their business

and raise the red flag first Proactively react to situations …. keep an eye for unusual events

and find solutions collectively …. we are partners

Our Customers Business is Our BusinessWe succeed when They Succeed

Execute well …. it leads to more opportunities to extend our current scope of work …. and good references to add new customers to our portfolio

Know the process well enough to do it yourself

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Enable Future Business StrategiesDeliver Business Impact

Focus on End to End deliverables ….. ask yourself what you can do to impact our customer’s business …. money talks!!

Everything you say & do impacts the customer …. make it positive ….. don’t hesitate to suggest and drive changes in processes upstream or downstream

The Business Impact we Deliver Today

Will Deliver Growth in the Future

Teams here have delivered over $100MM in customer impact….you can deliver hard $$s too!!

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Expertise within Industry …. Build it …. Use it

Understand your customers business …. Industry… Company ….

Competition

Do you know what keeps your customer awake?

Solve it!! Do you know what we can do to make your Customer

win?

Do it!! Do you know what will challenge your customer in the

future?

Plan for it!!

Build Expertise – Research & Learn

Become a true advisor to your customer

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Operations Excellence… deliver on it 24X7

Best-In-Class rigor…daily, weekly, monthly Metrics, reporting, dashboards… shows you the health of the process Connect with your teams…listen to them.. its amazing what you will

learn Calendarise your reviews…. with customers & teams Use the tools – ALERT, Visual Management Systems Escalate proactively… if there’s a potential issue... it is your

responsibility to let key stakeholders know

Operations Excellence is what we breathe and live

It is why customers come to us!

Walk the floor… it’s the only way to know what is happening real time

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Our People are the Backbone of Operations Excellence!!

People are the cornerstone of our delivery and not a hobby…. you are accountable for your team

Understand the key motivators of employee satisfaction and deliver that

Coach your team … give them timely feedback

Your success is solely dependent on

The success of your team

People leave supervisors and not companies....build strong relationships with your team so that they will want to stay in the company because of YOU

Use the Top 10 HR Practices in Spirit!!

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Welcome to Genpact !!

You are the Center of our Success

We will support you with

Operations Excellence Learning Path

Job Aids / Checklists / Case Studies

Handbook on Being an Effective Manager @Genpact

Meet your Training Leader TODAY!

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Operation Excellence Framework

Learn Perform Sustain

PurposeEnsuring sustenance of Key Op-ex and People Practices

Tools•COE specific controls to ensure sustenance (samples attached)•Manager Certification

PurposeEquipping Mangers with Tools & References to be effective

Tools•Job Aids :Checklist of Daily / Weekly / Monthly Tasks

•Handbook : Being an Effective Manager @Genpact

PurposeTraining New Operations Managers on essentials of customer, process, and people management

Tools•Manager Effectiveness Learning Path

•Tollgates for Successful Completion (Self & Manager)

0-6 Months Ongoing Quarterly/ Six Monthly

COE Control Tool Sample 1

COE Control Tool Sample2

OpEx Checklist

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Operations Excellence Certification Plan

The Need Create / Reinforce skills to manage Customers, Processes & People

effectively and deliver on Operational Excellence

Who is it meant for? All Band 4+ employees…

New to the company Existing Managers Existing Managers who have moved into a new assignment

Resources & Tools 50+ day learning path Supervisor checklist (job aid) ‘Being an Effective Manager’ Handbook Self Certification Checklist + Manager Sign off

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Deployment Plan

Activities Owners Timelines

All COEs to confirm that content for COE Trng Ldr 20th AprilLP exists

Gap Analysis for all employees DOJCOE Trng Ldr 30th April<1st April 2007 +Action Plan and Timelines for addressing Ops Ldr 30th April Gap

New Joinees DOJ of 1st May onwards COE Trng Ldr 1st May onwardsAssigning LP w.e.f + Reporting progress

Monthly reporting on progress on COE Training Monthly Training Scorecard + CEO Dashboard

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