Chartered Institute of Personnel Management Sri Lanka (Inc.

)
Professional Qualification in Human Resource Management
Pillar Batch Level
8. Organizational
PQHRM-19-CL-302 Strategic Level 01
Development and Behaviour

SL I – S15 (P8) Organizational Development

Subject
and Change Management (SL 1 S13)
Assessment mode Case Study
Handing over date 15th August 2021
Submission Date 05th September 2021
Word Count 2000 words

XYZ Solutions (Pvt) Ltd

XYZ Solutions (Pvt) Ltd is a small scale IT-BPO (Information Technology – Business
Process Outsourcing) firm in Colombo, Sri Lanka that is a subsidiary of an Australian IT firm
(ABC Software) owned by an IT Professional who has a Sri Lankan origin. The parent
company in Australia – ABC Software, have partnered with a leading Electronic Document
& Records Management Solutions (EDRMS) provider in Germany since 2015, who has their
branch office in Sydney, Australia.
XYZ Solutions (Pvt) Ltd which was formed around 2010 with a handful of employees,
currently have around 25 employees consisting of Software Engineers, Architects, Web
Designers & Developers and QA Engineers. They work on projects in domains such as
Finance, Insurance and Gaming for local as well as foreign clients apart from the EDRMS
solutions for AU based clients.

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In 2015 a small team consisting of three developers was formed to work on outsourced
projects received from the partner company in Australia. The three team members had to play
multiple roles being the Project Manager, Architect, Developer as well as QA for all projects.
Moreover, there was a lot of communications and collaboration required on a daily basis with
the team in AU. The team in AU consists of Document Management Consultants and
Software Developers that belong to different nationalities mainly Indian, Pilipino and
Chinese. The team over here had to work around the clock since they had to play multiple
roles simultaneously and due to the time zone difference. Communicating and dealing with
colleagues of different nationalities baring many cultural differences added to their day to day
stress apart from the pressure to meet deadlines.
Most of the Document Management Consultants who are also playing the role of the Project
Managers at the AU office are Indians with a few belonging to other nationalities. Most of
them are individuals who have built up their career by starting off initially as Software
Developers. Therefore, the Developers often find these consultants interfering too much with
Software Development related work and comparing Developers’ level of experience and
skills with their own skills and experience. They often hear them making comments during
meetings “They (the Developers) should be able do this task this way or the other and they
should be able to justify if they can’t”. They are also found to be demanding and aggressive
in their communications with the rest of the team members here. Moreover, they pressurize
the developers too much by committing to tight deadlines and difficult requirements of
clients. There have also been a few complaints from the team here saying that it is difficult to
work with some of the consultants.
With time, a few new members were added to the local team. However, due to the tough
learning process and the work pressure, the new comers did not retain much longer in the
team. The more senior team members had to train new comers apart from attending to their
day to day demands.
The worst part was that at the end of the day, they found somebody in their team leaving.
Then they have to do all the work left behind by them as well. Due to the lack of resources
and the inability to retain people and to meet deadlines at the same time, the management
pulls out employees from other teams to work in this team from time to time. This has
disturbed the somewhat relaxed working style of employees of the other teams having created
dissatisfaction and demotivation among them as well.
This has been the usual practice now in this team as well as the organization as a whole for a
long time. The few existing employees who are mostly the very first members of the team
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have been extremely loyal to the company despite the endless hardships that they have to
face.
Almost all of them are married and have families. However, they hardly have any time for
their personal lives having to work late hours’ even after they go home and having to work
during holidays. Even during the end of the year, most of them cannot take time off since
they are expected to be available while their colleagues abroad are on vacation.
With the situation as such, you have been appointed as the Head of Human Resources of
XYZ Solutions (Pvt) Ltd and your immediate task is to look in to the current situation.
Analyze the current situation at XYZ Solutions (Pvt) Ltd presented in the case study above
and prepare a report to be presented to the CEO to recommend appropriate solutions to the
issues stated.
In your report you are required to focus on the following:
1) According to your learnings on Organizational Behavior, XYZ Solutions (Pvt) Ltd
being a technology company, how can they effectively manage diversity?

2) Make your recommendations to the Directors of XYZ Solutions (Pvt) Ltd to retain
their employees by creating a stress-free work culture and creating Work Life
Balance.

(Apply your learnings on the concepts of Organizational Behavior and Culture.)

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