Case Study: Dimexon

Project HEART
Upohan was mandated the task of improving the 
overall effectiveness of the HR function 
About Dimexon Context and Objectives

Dimexon is one of the global leaders in  • Build a stronger and more proactive 

diamond cutting and polishing. It has  HR function to deliver greater 
also forayed into jewellery  business value
manufacturing. With offices across  • Align people management practices 
Mumbai, Hong Kong, Antwerp and  to corporate culture and business 
Dubai; it supplies diamonds and  requirements
jewellery to a number of premium  • Ensure a fully autonomous  HR 
brands across the world. Dimexon has  function with a capable middle 
been a DTC Sightholder since 1976 and is  management team managing their 
also a Rio Tinto Select Diamantaire. respective areas in an effective 
manner. 
• Improve efficiency and service 
quality of the HR team

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Our methodology was inclusive and focused on buy in 
among all stakeholders at every stage
Methodology
Transformation  Our Role
Diagnostic Implementation
Roadmap

• Delineate a clear strategic and 
Understanding  operational roadmap for the HR 
business  HR Strategy HR MIS
function
strategy
HR  • Review periodically and resolve 
Audit of HR  Operational  Governance  any matters that may be hindering 
processes Plan structure effective delivery
Team  • Coach and mentor the middle 
Process  management team 
VoE feedback Capability  Reengineering
assessment • Establish governance mechanism 
for periodic reporting and review
Senior  Functional 
HR Org 
and team KPIs
• Focus on team and functional 
management 
Feedback
Redesign strengthening for effective 
delivery of HR services
Coaching and 
Focus Group  Development  Mentoring
Discussions of IDPs 

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A new HR philosophy and approach aligned to business 
was articulated 
HR Philosophy HR Approach

Engage Responsive 
Partner
Human  Talent 
Touch Align Development

HR Competencies HR Initiatives
PARAMETERS TO BE 
BEHAVIOURAL 

•
DEFINTION CONSIDERED WHILE 
KPIs
RATING
Anubhav: Employee Helpdesk
Leadership
Coaches and mentors team members for individual growth 
and development; motivates team to pursue shared vision, 
values and objectives by building a culture of performance 
People Development, 
Change Management, 
Organization Building, 
• First ever Annual HR Conclave
• First ever Dimexonfest
orientation and meritocracy Conflict Management
Time Management, 
Gets things done in a timely, efficient and cost‐effective 
Resource Management, 
Execution manner, while meeting desired quality objectives and 
Quality Orientation, 

•
ensuring optimum utilization of resources

Teamwork
Works closely and collaborates with team members of own 
and other departments to achieve common goals; engages 
Result Orientation

Collaboration, 
Knowledge Sharing, 
Training & Development Programs
•
with team members to strengthen inter‐personal 
relationships

Weighs the business and financial impact of operational 
Team Engagement

Business Acumen, Crisis 
E‐learning
Decision Making decisions;  is willing to take difficult decisions during critical or  Management, Sound 
uncertain situations and assume ownership for the outcome Planning

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Our focus was ensuring sustainability of improved 
practices
Deliverables
Diagnostic Business Structure Organization structure Transition Planning

Action Plan Performance Analysis   Reporting & Review KPIs

Sr. No. Description Details Formula
1 Efficiency Number of transactions processed per FTE Total number of transactions
processed/Total manhours
available in a month

2 Accuracy / Quality Errors identified / reversals made post Number of errors

completion of transaction. Should exclude identified/Total number of
cases where the input data provided was transactions processed in a
errorneous month
3 Compliance Based on the compliance checklist as detailed Number of incidents of non-
by Legal in coordination with local BPP compliance per
coordinators audit/inspections

4 Automation Identification, Development & Implementation of Project Milestone

processes achievement

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Project HEART ushered a new paradigm for HR in
Dimexon
Business Benefits Delivered Client Speak
• HR targets aligned to business
• Better employee engagement and 
connect  “Thanks to Project HEART, employees are seeing a 
• Development of automated  very different face of HR. Never before in Dimexon, 
we had  initiatives like the Dimexonfest which was so 
Performance Management system
well conceptualized and organized”
• Dedicated function for Training &  – Samit Mehta, Vice President, Dimexon
Development
• Defined transaction processing TATs 
for HR shared services across all  “Employees are getting the assurance now that there 
locations is someone in HR who will listen and solve their 
• Accountability of HR towards user  issues. The Anubhav helpdesk has received a very 
good response from the team”
departments
– Pranav Mehta, General Manager, Dimexon
• Mentoring of HR team members

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Project HEART was well appreciated at all levels

Client Speak

“The Upohan team took extreme care to 
understand our business and interacted 
with our people and always worked as 
one team. Furthermore, you addressed 
the need of the hour without referring to 
project scope and engagement‐ always 
working to provide a solution to any 
problem that may have been unforeseen 
at the scoping stage."
– Rajiv Mehta, Director, Dimexon

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