Rank 6 - Hero ITeS : A String of Changes

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DQI Bureau
New Update

If 2008 was the debut year for Hero in the DQ-IDC BES-BPO survey, its second
year here has brought more reasons to cheer. Not only has the company managed to
escalate three ranks, it has also managed to emerge numero-uno in the industry
in terms of salary and perks and benefits. So what is it that got it going for
the company? It was mostly a string of changes that the company went on to
introduce. Most of the arrows hit the right spot. while, some did miss the
board.

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The first change that was introduced was the clear intention of the
management to drive a single economic indicator. Then there was the young
management team that was put in place with a view to bring about dynamism in the
organization. Changes related to feedback, communication with employees and
giving more importance to employees ideas and feedback were also introduced. An
internal employee satisfaction survey is now a quarterly affair in the company.
Other focus areas included cross functional training and transparent, yet
reservation free work culture.

Maybe it was because of so many arrows being shot at once that some missed
even the boundaries of the dart. For instance, the company scored low on work
culture. However, the management feels that it is more a matter of time than
change management. India is not exactly known for its receptivity towards major
changes, and the company believes that the process, though slow, will start
showing results next year onwards.

Maybe the above reason can also be attributed to Heros dismal performance in
the training parameter. There too the company has done a major transition and
shifted to an e-learning suite, which encompasses everything from certified
programs to developmental training.

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Rank 6 - Hero ITeS

Rakesh Khorana, country head

 
 
 
 

But to counter what went wrong, the company has many things on its sheet to
boast of!