An organisation which reward performers, appreciate new ideas, freedom to execute new initiatives, provide regular feedback on the performance and coach and develop people.
Many who joined the organisation from other industries were able to transfer their skills and knowledge, excel in their respective jobs and able to take on additional responsibilities. Attracting talent has been a challenge as the service industry was not that attractive for the key talents. Use of social media, employee referral and international branding helped in many ways to overcome the initial struggle.
The organisation was highly customer driven and employee centric, provided customer exemplary services and achieved the status of an organisation could provide holistic solution to customer needs, faster response and trustworthy. This was made possible with employee centric approach, developing the skills and knowledge on an on-going basis to improve service delivery exceeding the expectation of the customers and 60%-70% of the business grew with existing clients and referrals.
Created the culture of growing the business 2-3 times of GDP by adding new services related to the core services, thus over achieving the expected growth year on year and for the first 8 years the business grew 30% y-o-y. Along the way, to meet the increasing customer demands and to improve service delivery, introduced digital solutions, thus increasing productivity.
Rewarding employees for their contribution has been one of the key success story and the business broke-even in first 4 years, though the business - more...