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The contents of these pages are copyright © Frost & Sullivan. All rights reserved. growth team membership™ Business Model Transformation: Empowering Employees to Focus on the Customer A three-page excerpt from our 21-page Best Practice Guidebook:

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  • The contents of these pages are copyright © Frost & Sullivan. All rights reserved.

    growth team m e m b e r s h i p™

    Business Model Transformation: Empowering Employees to Focus on the Customer

    A three-page excerpt from our 21-page Best Practice Guidebook:

  • The contents of these pages are copyright © Frost & Sullivan. All rights reserved.

    growth team m e m b e r s h i p™ 1

    Business Model Transformation: Empowering Employees to Focus on the Customer

    Best Practice Guidebook

    * The value zone is where the essential work of the company occurs. HCL defines the value zone for the IT outsourcing industry as the interface between employees and customers.

    • Break up large-scale transformations into incremental changes, rolled out over time. Large ideas, such as a change in service model, provide a singular goal that everyone within the company can get behind. However, these ideas tendtobeoverwhelminganditcanbedifficulttounderstandone’sroleinthetransformation.Aseriesofsmallcatalystsareeasiertomanage,buildmomentumfromsuccessstories,andprovidetheflexibilitynecessarytoreact to challenges and unforeseen side effects.

    In2005,HCL’srevenuewasstillgrowing,butitwasnonetheless losing market share to competitors. To regain its competitive edge, HCL needed to reassess its strategy and better capitalize on its strengths.

    HCL Technologies Limited

    INDUSTRYInformation Technology

    REVENUE (2011–12)$4.2 billion USD (as of June 2012)

    READ MORE »

    HCL invests in a collaborative, employee-focused, customer-centric business model by:

    • Realigning the organization to support the value zone*

    • Establishing a culture of transparency and collaboration

    •Developing tools and processes to support and empower employees operating in the value zone

    HCL’sKeyLessonsLearned

    SolutionChallenge

    CorporateStrategy

    Corporate Development

    Marketing

    CompetitiveIntelligence

    MarketResearch

    SalesLeadership

    R&D/Innovation

    Investors/Finance

    CEO

    CorporateStrategy

    ApplicabilitytoExecutiveFunctions

    Develop the Strategy » Prepare the Company for Change » Transform the Business Model »

    Solution Components

    AskTheThoughtLeader(ATL)WebinarRead a summary of the question-and-answer session with HCLLISTEN TO THE ATL NOW »

    http://www.frost.com/prod/servlet/ebroadcast.pag?eventid=272454923

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    The contents of these pages are copyright © 2013 Frost & Sullivan. All rights reserved.

    best practice guidebookgrowth team m e m b e r s h i p™

    Source: HCL Technologies Limited; Growth Team Membership™ research.

    HEADQUARTERS Uttar Pradesh, IndiaGEOGRAPHICFOOTPRINT Global

    OWNERSHIP PublicEMPLOYEES (2012) 85,300

    Overview Page . . . . . . . . 3

    Develop the Strategy . . . . . 4

    Prepare the Company for Change . . . . . . . . . . 7

    Transform the Business Model . . . . . . . . 8

    Business Results . . . . . . 13

    KeyLessonsLearned . . . . 14

    FrequentlyAsked Questions. . . . . . . . . . 15

    Supporting Tools & Resources . . . . . 18

    Change Management Personality Archetypes 18

    Make a Difference (MAD) Jams 19

    EPIC Survey: Themes and Indicators 20

    Employee First Councils 20

    Employees First, Customers Second 21

    Contents

    Business Results Resources Required

    • People: Create a team of transformers who embody and champion the change

    • Technology: Provide portals to increase collaboration and enhance the employee experience

    • 444% increase in annual revenue (from June 2005 to June 2012)

    • 176% increase in market capitalization (from June 2005 to June 2012)

    • 40% increase in revenue per employee

    • 26% reduction in employee attrition rates

    Contact the Growth Team Membership™ (GTM)

    [email protected] com www gtm frost com twitter com/Frost_GTM

    mailto:GTMresearch%40frost.com?subject=http://www.gtm.frost.comhttp://twitter.com/Frost_GTM

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    The contents of these pages are copyright © 2013 Frost & Sullivan. All rights reserved.

    best practice guidebookgrowth team m e m b e r s h i p™

    Source: HCL Technologies Limited; Growth Team Membership™ research.

    Overview Page

    Tactic: Foster Collaboration

    Activities• Facilitate collaboration between

    the value zone and customers• Encourage employees to create

    and execute new initiatives that benefitcustomers

    • Incorporate the tactical perspective of employees in strategic planning

    Tactic: Support and Enable Employees

    Activities• Employ a problem-solution

    ticketing platform to appraise enabling functions (e.g., HR and Finance)

    • Implement a 360-degree development survey of managers

    Tactic: Engage Employees

    Activities• Survey employees on their

    motivators • Conduct mentoring and training

    programs

    HCL follows a three-step business model transformation process to prioritize employee empowermentBusiness Model Transformation Process

    Develop the

    Strategy

    Transform the

    Business Model

    Activities• Assess current business performance and environment• Use a “Mirror, Mirror” exercise to create companywide

    awareness of HCL’s current situation and need for change• Identify the company’s competitive advantages and create a

    long-term strategy to maximize its strengths

    •Determine how to bridge the gaps between the current and desired state

    ObjectiveDevelop a long-term strategy to focus the business model on HCL’s competitive advantages.

    Prepare the Company

    for Change

    Tactic: Establish Trust and Transparency

    Activities•Distribute company and project information • Facilitate two-way communication between employees and

    senior management

    ObjectivePrepare the company for change and initiate a culture shift.

    ObjectiveReverse accountability, empower employees, and transform the business model over time.

    Reverse Accountability Empower Employees

    Year Two

    Year One

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    growth team m e m b e r s h i p™

    Register for the Webinar

    Business Model Transformation: Empowering Employees to Focus on the Customer

    GTMandPrithviShergill,ChiefHumanResourcesOfficeratHCLTechnologies, present this best practice where Prithvi shared his key lessons learned and participated in a Q&A.

    Please contact us to learn how to access the full Best Practice Guidebook or for information on Growth Team Membership ™

    Email us [email protected] com

    Visit us online www gtm frost com

    View GTM’s webinar with Prithvi Shergill (HCL Technologies)

    http://www.frost.com/prod/servlet/ebroadcast.pag?eventid=272454923mailto:[email protected]://www.gtm.frost.com

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