Leadership Change Management Group Presentation_FinalV5.pptx

Organizational Development Case Study

1. Term 2 Project ORGANIZATION DEVELOPMENT (OD) INTERVENTION Leadership Change Management PGPWE ‘23

2. The Team Ashray 2023PGW006 Lasya 2023PGW012 Shreesthi 2023PGW026 Shreya 2023PGW027 Tarun 2023PGW033 Group 1 | PGPWE ‘23 | IIM Shillong

3. 1 2 3 4 EY's mission is "building a better working world.“ This reflects their commitment to making a positive impact globally, emphasizing improving lives and their extensive global reach. Professionalism and Growth: EY prioritizes professionalism among its workforce and embraces the transformative age, focusing on driving growth while enabling clients to achieve their financial ambitions through expansion. Vision Statement: EY's vision is "building the workplace of the future," emphasizing smarter, more inclusive, dynamic, and flexible work environments to foster company growth and improve employee experiences. Core Values: EY's core values include future-mindedness, integrity, respect, and teamwork, forming the foundation of their corporate culture and guiding their actions. EY Mission & Vision

4. Closing Employee Experience(EX) Gap 01 2 OD Intervention Pre-OD scenario 4 Action Plan HR/Employee Gap Analysis 3 5 Post OD Outcome

5. EY – Building A Better Working World. Basis the findings from Forrester Consulting, commissioned by SAP Success Factors, Qualtrics, and Ernst & Young LLP, EY understands the pivotal role of Employee Experience (EX) in securing long-term business success. Pain Point: Many organizations continue to exhibit underdeveloped Employee Experience (EX) strategies. This results in misalignment between HR and employees and contributes to diminished employee engagement and satisfaction. These insights underline a strong need for organizational development (OD) to close the EX-gap. OD Intervention

6. 3 EX Immaturity 1 2 Inadequate Preparedness for Changing Work Conditions 3 Inconsistent Employee Feedback 2 Misalignment Between HR and Employees 4 Lack of Executive Support 5 4 5 1 Pre-OD Scenario

7. HR/Employee Gap Analysis

8. Step 1 Step 2 Step 3 Step 4 Step 5 OD initiatives that addresses misalignment between HR strategies and actual employee needs Develop consistent effective feedback mechanisms with surveys, suggestion boxes, and other interactive platforms Adopting the right technologies and infrastructure that support a modern workforce With nature of work changing, continuous training and development initiatives were taken To work towards getting executive buy-in, ensuring there is top-level support, investment in EX initiatives Action Plan

9. Track 1 Leadership Development and Training to equip managers with Change Management skill Transparent Communication and Conflict Resolution Process Optimization and Technology Integration Cultural Transformation Performance Management and Talent Development Track 2 Track 3 Track 4 Track 5 EY – Tracks for Org Change Transformational Model of Organizational Change: adopts transformative leadership and trust to tackle future work challenges and cultivate a collaborative, purpose-driven culture External Factors : addresses the challenges of adapting to rapid tech changes and societal expectations while building high-performing teams, balancing opportunity with strategic workforce management Internal Factors : f ocuses on evolving leadership, enhancing employee experience, and fostering trust and transparency, with challenges in cultural adaptation and aligning diverse perspectives James MacGregor Burns (1918-2014) was a prominent American historian and political scientist, best known for his work on leadership. Burns was a pioneer in the study of leadership and made significant contributions to the field with his distinction between transactional and transformational leadership, as outlined in his influential book, "Leadership," published in 1978

10. S O W T Strengths Opportunities Weaknesses Threats Recognized Difference: prioritizing Employee Experience (Employee Experience (EX) initiatives among HR Professionals Agile Adaptability: Willingness to adapt to the evolving dynamics of the workforce, showcasing flexibility and agility in response to change Foundational Well-Being : Existing commitment serving as a foundation for further development laying the groundwork for future growth Leverage HR Tech: for real-time data analytics, unlocking invaluable insights for proactive decision-making Forge Expert Alliances : Establish strategic partnerships with renowned EX experts, fostering tailored solutions Harness Employee Feedback: Leverage employee feedback to drive targeted EX initiatives, enabling precision in addressing specific pain points EY – SWOT Analysis Data Gathering Limitations: . Lack of comprehensive data-gathering techniques, hindering precise understanding of employee sentiments Strategy Perception Discrepancy: Inconsistent alignment between HR strategies and employee perceptions, creating potential areas of dissonance. Resource Constraints: Limited resources and insufficient support from executive leadership, necessitating strategic resource allocation. Intense Competition in Job Market: necessitating the development of a compelling employer value proposition. Resistance to change: within the organizational culture, emphasizing the need for change management strategies. Economic uncertainties: affecting resource allocation, demanding prudent financial planning to ensure sustainable EX initiatives.

11. 77% on Revenue 75% on customer satisfaction & 67% on organizational agility 63% on customer retention and 62% on brand image/ recognition 61% on profitability and 57% on innovation 53% on competitive differentiator 50% on hitting growth targets 3 in 4 employees mentioned that their employee experience has improved their ability to provide a good customer experience. Impact on business outcomes as below: Post-OD Outcome

12. Introduction Tata Consultancy Services (TCS) is one of the largest and most prominent information technology (IT) services and consulting companies in the world. It's an Indian multinational company with a global presence. TCS was founded in 1968 as a division of Tata Sons, one of India's largest and oldest business conglomerates. It became an independent company in 1995, and since then, it has grown to become a global IT services giant. TCS provides a wide range of IT services and solutions, including: Consulting Services: TCS offers advisory and consulting services to help clients address business challenges, adopt emerging technologies, and achieve strategic goals. Application Development and Maintenance: TCS develops, upgrades, and maintains software applications for clients across various industries. Infrastructure Services: TCS manages and optimizes clients' IT infrastructure, including data centers, networks, and cloud solutions. Enterprise Solutions: TCS provides enterprise resource planning (ERP) solutions and business process outsourcing services. Digital Transformation: TCS helps organizations transform their operations and customer experiences through digital technologies, including artificial intelligence, blockchain, and Internet of Things (IoT). Cybersecurity: TCS offers a range of cybersecurity services to protect organizations from threats and vulnerabilities. Analytics and Insights: TCS leverages data analytics and business intelligence to provide clients with actionable insights and data-driven decision-making. Global Presence: TCS operates in more than 150 countries, with a significant presence in North America, Europe, Asia, and other regions. It serves clients from diverse industries, including banking and financial services, healthcare, retail, manufacturing, and more. Corporate Culture: TCS has a reputation for a strong corporate culture that values diversity, inclusivity, and employee development. They invest in training and development programs for their workforce. Sustainability and Corporate Responsibility: TCS is committed to sustainability and corporate social responsibility, focusing on environmental initiatives, education, and community development. Awards and Recognition: TCS has received numerous awards and recognitions for its services, innovation, and corporate citizenship. TCS plays a significant role in the IT industry by assisting organizations with technology-driven transformation, helping them stay competitive and relevant in the digital age. Future Outlook: TCS continues to be a key player in the technology and IT services industry, adapting to emerging technologies and digital trends to provide value to its clients. Tata Consultancy Services is a major player in the IT services sector, offering a broad spectrum of services to help organizations achieve their business objectives through technology. It is known for its commitment to innovation and client-centric solutions, serving a wide range of industries globally.

13. 1 2 3 4 Business Transformation: TCS aims to enable business transformation for its clients by leveraging technology and innovation to solve complex challenges. Global Impact: TCS seeks to make a positive global impact by delivering value, enhancing customer experiences, and driving societal and environmental sustainability. Future Workplace: TCS envisions creating the workplace of the future, characterized by intelligence, inclusivity, dynamism, and flexibility to support company growth. Employee Empowerment: TCS values a motivated and satisfied workforce and continually improves the experiences of its professionals, recognizing that this leads to enhanced client satisfaction. TCS - Mission & Vision Four Key Focus Areas

14. Pre-OD Scenario 01 Steps & Approach taken 02 Impact Analysis Post-OD Scenario 04 03 An Organizational Perspective Culture Building – OD Intervention

15. Pre-OD Concerns The organization was under pressure to maintain its premier position. This pressure led to a focus on short-term revenues. Medium and long-term market strategies and knowledge-building received less attention. Knowledge sharing was primarily informal, pivoted around interactions and word of mouth. The organization lacked a formal system to capture best practices for easy replication, leading to redundant problem-solving efforts across different projects. 1 2 3 4 Rewards and Recognitions: The reward structure at TCS was primarily focused on individual performance and they were yet to explore the institutionalization of team-based rewards at the organizational level. The organization lacked a focus on developing specialized expertise in individual capacity. Employee rotation across domains was prioritized for learning and meeting requirements, with a greater emphasis on the Voice of the Customer rather than the Voice of the Employee. Pre-OD Concerns

16. TCS - Analysis

17. 01 2 Balance out the four voices: Voice of Wealth, Voice of Employee, Voice of Customer & Voice of Technology 3 4 Scenario building workshops were conducted to envision "The TCS that can be" by challenging conventional thinking and identifying key drivers of change. The workshops were followed by sharing scenarios with teams to create a common language aligned with the organization's future vision. TCS identified a need for improved alignment and decided to reevaluate processes like performance management and appraisal systems. They conducted a workshop on goal alignment with expert OD consultants to promote a systems perspective on goal setting and to integrate goal-oriented performance management throughout the organization. PROPEL – The Key Intervention: Culture Building at TCS Action Plan

18. Track 1 Enhances trust, communication, information sharing Provide new ways of coping with complex problems Infuses new culture and updated management skills Develops revised strategy plan for organization Establishes performance-based reward system Track 2 Track 3 Track 4 Track 5 TCS – Tracks for Org Change The Burke-Litwin Model of Organizational Change is a framework used to understand and analyse how changes occur in organizations. It breaks down the factors that influence change into two main categories: external and internal. External Factors : These are outside forces that can impact an organization, such as changes in the market, regulations, or competition. They can act as a trigger for change. Internal Factors : These are the factors within the organization, like its culture, leadership, structure, and systems. These internal factors can be influenced by external changes and, in turn, affect the organization's ability to adapt. TCS is in alignment with Second Order Change, as the focus is on organization culture

19. PROPEL - Elements 1. Professional Excellence: How do I become a role model and a friend? 2. Role Enhancement: How do I take up new responsibilities and set new directions? 3 - Owning TCS Culture: How do I influence culture? 4. Personal Growth: How do I walk the journey of self-discovery and growth? 5. Employee Involvement: How do I enable continuous improvement? 6. Learning: How do I enable Team learning?

20. S O W T Strengths Opportunities Weaknesses Threats Diversity and Inclusivity: TCS has a strong culture of diversity and inclusivity, which enhances creativity and innovation by bringing together a wide range of perspectives and experiences. Employee Development: TCS places a high value on employee development and offers extensive training and development programs. This commitment to learning fosters a culture of continuous improvement. Ethical Values: TCS has a strong ethical culture, emphasizing integrity and social responsibility. This contributes to a positive public image and trust among stakeholders. Global Expansion: TCS can leverage its culture of diversity and adaptability to further expand into new global markets and tap into emerging opportunities. Digital Transformation: TCS's commitment to innovation can be an asset in the era of digital transformation, as the company can continue to evolve its culture to embrace and drive technological change. TCS – SWOT Analysis Bureaucracy: TCS, like many large organizations, may have elements of bureaucracy that can slow down decision-making and innovation, hindering the company's ability to adapt quickly in a rapidly changing industry. Cultural Adaptation: As a global company, managing a consistent culture across diverse regions and cultures can be a challenge. Maintaining a unified organizational culture can be difficult. Resistance to Change: A strong organizational culture can sometimes create resistance to change, making it challenging to adapt to new market dynamics and emerging technologies. Competitive Pressure: In a competitive industry, the cultural aspect plays a vital role in attracting and retaining top talent. TCS needs to ensure its culture remains attractive in comparison to other tech companies. Cultural Misalignment in Mergers: If TCS engages in mergers or acquisitions, potential cultural clashes could pose a threat. Maintaining a cohesive culture during integration is critical.

21. Distinct increase in the Associate Satisfaction Index (ASI) which corresponded to an increase in Customer Satisfaction Index (CSI) as well. 90% of the team felt that they are now able to see the big picture and know how their contributions add value to the customers. 90% of the team felt that their supervisors are approachable for any kind of guidance and enable them to do their job better. 91 % of the team felt proud of being part of the relationship. Increased team bonding due to which the relationship attrition is far lower than initial TCS Average. Post OD Scenario - Impact

22. Thank You Hope This Was Insightful