Rank 4 - Genpact: Losing Touch?

It's a field that's getting more and more competitive for
Genpact, which slips three ranks this year. The statistical significance of the
difference in score between Genpact and two of its closest competitors,
Vcustomer and Wipro BPO, is relatively low which reflects the stiff competition.
However, the difference in scores between e4e and Genpact is exactly 9 points,
which is fairly significant.

To be fair to Genpact, it spends an enormous amount of money
on its people every year on training and employee development. It employs an
array of HR tools to address professional and personal, long-term and short-term
concerns of its people. It has an in-house army of certified trainers.

Apart from offering professional certification programs,
Genpact runs a project called Genpact University, for which it has tied up with
some of the top business schools like XLRI and IIM Bangalore. These institutes
hold special tests and classes for Genpact employees. "We launched this
program after we found out that many youngsters left jobs to pursue higher
studies," says Piyush Mehta, Senior VP and HR leader, Genpact. These
employees are eligible for flexi-hours and even paid holidays for studying and
writing their exams.

A customized curriculum has been launched with Duke
University in the US for the senior management. At the middle management level,
an operating leadership program has been started to develop 200-300 managers in
the next 18 months.

On the lighter side, the HR team keeps organizing various
extracurricular activities in which the employee's families are encouraged to
participate. Genpact, in fact, has been known to be a pioneer in a large number
of HR practices in the BPO industry-practices like inhouse meals, pick up and
drop facilities etc.

Today, Genpact's biggest strengths happen to be the brand
equity it enjoys and the culture of learning and training that has been created.

However, there are a couple of issues that the Survey throws
up. Compensation remains a sore point. Most employees feel that compensation at
Genpact needs to be aligned with industry standards to increase its impact on
retention. Also, salary hikes is an area of concern.

The employees also feel that HR should improve its ability to
provide career guidance to them, with job content being another sticky area.
Besides, appraisal system has been a concern area for the company employees.
According to the survey feedback, most Genpact employees feel that the company's
appraisal parameters are not well thought and relevant.