Employee Engagement at Genpact

Genpact is not only successful in being one of the top most BPO in India, but is
also grooming in respect of employee engagement & growth.
The areas which are being focused in terms of Employee Engagement are:

• Growth
• Stagnation
• Stress/Workload/Team Engagement
• Communication
• Appreciation

E mployee E ngagement
A positive attitude held by the employee towards the organization and its values. An engaged
employee works with colleagues to improve performance within the job for the benefit of the
organization. The organization must work to develop and nurture engagement, which requires a
two-way relationship between employer and employee.

Employee engagement is a p artnership between a company

and its employees
Most organizations today realize that a satisfied employee is not necessarily the best employee in
terms of loyalty and productivity. It is only an ENGAGED EMPLOYEE who is intellectually and
emotionally bound with the organization who feels passionate about its goals and is committed
towards its values thus he goes the extra mile beyond the basic job. Employee engagement is a
powerful retention strategy. An engaged employee gives his company his 100 percent. When
employees are effectively and positively engaged with their organization, they form an emotional
connection with the company. Employee engagement is a barometer that determines the
association of a person with the organization. It is about creating the passion among associates to
do things beyond what is expected from him.

E MPLOYEE E NGEGEMENT starts right at the selection stage:

• Choosing the right fit, giving a realistic job preview

• Strong induction and orientation programme
• To keep up the morale of people and drive them towards excellent performance through
recognition letters, profit sharing schemes, long performance awards etc.
• Regular feedback to all people
• Communication forums like the in-house magazine, and regular surveys and conferences
• By helping to maintain the quality of work-life and a balance between personal/professional lives,
there are recreational activities like festivities, get-togethers, sports etc.
• An open and transparent culture to empower its people.

The result of these practices can be evident through the regular feedback from our employees
collected through surveys,

Diagnostic tool for employee engagement include the following

- training
- development
- career
- performance appraisals
- performance management
- communication
- equal opportunity
- fair treatment
- pay
- benefits
- health
- safety
- cooperation
- family orientation
- friendliness - job satisfaction

which helps to create - feeling valued and involved which is

- ENGAGEMENT.

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 F actors for Higher Employee Engagement
Here is a list of some contributing factors:

• Understanding of corporate goals/mission

• Understanding of job and how it contributes to overall corporate goals
• Clear communication of goals, expectations, directions
• Job design
• Job fit
• Support and tools
• Independence & innovation
• Relationship with boss/direct reports
• Clear feedback on performance
• Recognition
• Learning and development opportunities
• Opportunities for advancement
• Pride in organization
• Employee input
• Employee involvement in decision making
• Work-life balance
• Workplace culture/morale
• Co-worker relationships/good team environment (enjoy colleagues)
• Fair HR practices

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 M easuring the Impact of Employee Engagement

S OME USEFUL COMPANY ENGAGEMENT PROGRAMS COULD INCLUDE

• A daily column, written by Directors, Chairman, on the intranet with company
announcements / programs etc.
• Online real-time tracking of progress. Employees can view company progress towards
targets / goals.
• Provide long term strategic vision for business growth.
• Employee suggestion systems / quick responses.
• Weekly blog related to serious business issues and staff to read / comments.

Q uestions to Measure Employee Engagement

• Do you know what is expected of you at work?
• Do you have the materials and equipment you need to do your work right?
• At work, do you have the opportunity to do what you do best every day?
• In the last seven days, have you received recognition or praise for doing good work?
• Does your supervisor, or someone at work, seem to care about you as a person?
• Is there someone at work who encourages your development?
• At work, do your opinions seem to count?
• Does the mission/purpose of your company make you feel your job is important?
• Are your associates (fellow employees) committed to doing quality work?
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• Do you have a best friend at work?
• In the last six months, has someone at work talked to you about your progress?
• In the last year, have you had opportunities at work to learn and grow?

We can also have a HR folder or an intranet for employees have you have sections like motivation
stories, quotes, Support grievances jokes, etc... Some entertainment for employees
KEY EMPLOYEE ENGAGEMENT OUTCOME METRICS

- EMPLOYEE RETENTION - COMPANY PERFORMANCE - CUSTOMER

SATISFACTION
- PROFITABILITY

ACTIVITIES WHICH ARE HELD IN GENPACT

1. Education @ Work
2. Redesign work place
3. Letters to Family
4. Fun @ work
5. Cross Training
6. Team Huddles
7. FLA Growth Card
8. Life Enrichment Activities
9. Job Rotation
10. Clubs/Projects
11. Active Team Leader
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 Education @ Work

Education @ Work Prepares employees for success by offering relevant programs

from premier institutes across the world, using multiple delivery methodologies and
making it convenient for employees to ‘Learn while you Earn’ and helping to build career
and helps in contributing to the organization’s growth.

Programs that are offered by Education @ work are:

1. Banking
2. Finance and Accounting
3. Language
4. Management
5. Risk Management
6. Supply Chain Management
7. Information Technology
8. Project Management\
9. Customer Service
10. Mortgage
11. Insurance
12. Analytics
13. Software
14. Collections

Revamping the Floor: - Action plan was made to Revamp the floor by
Following Activities:

1. Change Wall Color-

• Wall Painting-Beaches, Poster on work motivation is done.

2. Improving Ambience-

• Plants on the floor-Money Plants, Bamboos

• Danglers-Mortgage Danglers
• Games Area- Dart Board, Carom, Chess, Boxing Bag, Ludo, Chinese checker
• Light music on the floor.
• Improve Lighting on the floor-Through Lamps.

3. Redesigning Work Station –

• Personalizing Work Space- Individual Sections, Family Photos, Mementoes

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 • Making work place special. Customizing it, basis imagination of employees.

Letters to Family: It was also part of Action plan in Mortgage.

As per this plan in Genpact- Personalized letters were to be sent to the families of all
employees for the following:

• Birthday card with a photograph of the B’day Celebration at office.

• Promotion letter informing the family about the promotion of the employee
• Connect invite letters to the family members to visit Genpact any day of their
choice.

Fun @ Work
Fun @ Work activities are considered to be backbone in a team bounding. Every team
has a fun spoc whose responsibilities includes various games and other team building
activities with the help of which internal team bounding can be improved. At the same
time it can also be considered to provide ample of time as to relieve the stress that a
normal BPO employee has to face.

Different activities include various indoor games, Seasonal activities celebrating festivals,
Bay decoration, and Birthday celebration.

Fun at Work" might sound like an oxymoron, but it is a reality in the corporate world
today. The most successful of organizations add a healthy dose of play into
their routines because research shows that when people have fun at work,
they enjoy their jobs and this translates them into being more creative,
more productive and more committed to doing their job well.

It’s also no secret that having fun at work can help boost morale, reduce stress, improve
staff retention, mean less sick days and increase team building and spirit.

Having true fun at work is very similar to the kind of fun one has when playing a sport or
performing. For example, the last time I played a sport in front of an
audience, I channeled all my attention and energy to the point where I was
solely focused on my performance. I remember how much fun it was
getting congratulations from my teammates and the audience! And even
though I was completely exhausted following my performance, I
remember how great I felt afterwards.

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I think this is the type of fun that best fits the workplace - playful and competitive games
that generate congratulations and cheers from coworkers. Additionally,
sporting or performance types of fun fit well within the workplace where
employers generally want us to have energy, drive, talent, determination,
competitive spirit, and be goal orientated.

This kind of fun is successfully being implemented at Genpact. We’ve already had a
Football Championship which involved a lot of employees. Emotions were
shared and the teams really had intensive fun. Now Genpact has its own
football team, who represents the company at the biggest football
tournament dedicated to all companies.

Cross Training :
Cross-training (Also known as conditioning) refers to training in different ways to
improve overall performance. It takes advantage of the particular effectiveness of each
training method, while at the same time attempting to neglect the shortcomings of that
method by combining it with other methods that address its weaknesses.

Cross-training in business operations involves training employees to engage in quality

control measures. Employees are trained in tangent job functions to increase oversight in
ways that are impossible through management interactions with workers alone.

Advantages:
Helps patrons/customers/clients in the long run, as employees are empowered to answer
questions about the entire organization.
Requires staff to re-evaluate the reasons and methods for accomplishing their work;
inefficient methods, outdated techniques and bureaucratic drift are
challenged, if not eliminated.
Raises an awareness of what other departments do.
Routine scheduling is enhanced with the ability to move staff about the "Operation".
Better coverage, increased flexibility and ability to cope with unexpected absences,
emergencies, illness, etc.
Can increase the "employability" of staff that has the opportunity to train in areas they
were not originally hired for.
Other advantages include

Increased flexibility and versatility,

Appreciated "intellectual capital"
Improved individual efficiency,
Increased standardization of jobs,
Heightened Morale

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 Team Huddle:
A huddle is when a team gathers together, usually in a tight circle, to strategise,
motivate, and/or celebrate. It is a popular strategy for keeping opponents insulated from
sensitive information, and acts as a form of insulation when the level of noise in the
venue is such that normal on-field communication is difficult. Commonly the leader of
the huddle is the team captain and it is the captain who will try and inspire his fellow
team members to achieve success. Similarly after an event a huddle may take place to
congratulate one another for the teams success (or commiserate a defeat). The term
"huddle" can be used as a verb as in "huddling up".

FLA Growth Card:

Goal sheets for each team member created, which is monitored on a daily basis.
The result of the goal sheet decides the cheer winner for the month. The categories on
which the FLA’s are assessed are:

1. Performance Related It includes:

AES Score
Cross Training Effectiveness
Process Knowledge Score

2. Compliance: It Includes:

Process Compliance Adherence

Data Protection Act Adherence
Dress Code Policy adherence
3. Quality/Six Sigma: It includes

Lean ideas Filed

E2E Ideas generated

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 • Job Rotation: Change in roles and responsibilities, like SME,QC,
Dashboard, IT, HR, Quality, Logistics.

Life Enrichment Activities: Though life enrichment activities stress and health
of the Employees can be taken care of.

It includes:
• Introduction of Yoga
• De-Stress Activities
• Office Ergonomics

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