HCL’s Digital Open Innovation

Case Study 4 Name: Pujita Tipnis UID: <deleted>

HCL’s Relationship beyond the Contract

Internal Entrepreneurship

3 Corporate Values:Employees First

Trust, Transparency & FlexibilityValue Centricity

Relationship beyond the Contract

Inverted Pyramid

EmployeesMiddle managers

Topexec

Stronger customer relationship

Strong organizational culture influences great relationships (within organization and with customers)Inverted Pyramid model gives rise to empowered employees leading to positive and impactful interaction with customersA relationship beyond the contract enables stronger customer relationships through unwritten flexibility1

Relationships take organizations beyond competition2

HCL’s ‘Beyond the Contract’ philosophy’s influence on Starting Point’s creationInverted Pyramid model enabled direct interaction of employees with customers, thereby demanding immediate productivity of new employees for increased salesRapidly changing technologies called for:

constant innovation for getting competitive edgeneed for being up-to-speed with latest trends and insights to strengthen

customer relationships

HCL’s Competitive Advantage : Starting PointCompetitors didn’t have a mobile strategy or a mobile application like Starting PointStarting Point kept HCL employees up-to-speed with relevant and timely information to be provided to customers leading to potentially more salesDigitally enhanced on-boarding process could effectively reduce attritionQuick navigation of the matrix organization made easyCentralized digital platform enabled access to great, real-time contentAbility to capture knowledge of employees that could eventually leave the organization

Feedback methods for Newly trained employees

SurveysFeedback formsEnable posting of doubts / queries on online forumsFacilitate reporting of software bugs on app-storeProvide contact details for user support

Alternative feedback methods for Newly trained employees

Allow anonymous reviewsPlace an idea / suggestions box for platform improvementEncourage users to provide scores / ratings for individual training material (including videos)Provide incentives (like points) for valuable feedback

Need for Starting Point: HCL Sales Leaders’ objectives

Make easy for new employees to understand HCL’s complex matrix type organizationHelp team become productive almost immediatelyNeed for a centralized digital platform for sales information to be communicated quickly to the sales team, thereby providing business agility

Incentive System directly aligning Sales Leaders’ objectives with Starting Point

Successful customer interactions that led to more sales and greater customer satisfactionSharing best practices or other useful documentsPosting queries over a forum involving the sales team / domain expertsProviding suggestions to improve the system

A points system can be developed to reward employees with maximum contribution. This system can assign points to employees for:

Additional metrics to measure effectiveness of the ongoing process

Feedback from customers through customer satisfaction surveysFeedback from constantly traveling business leaders on usefulness and helpfulness of processFeedback from sales leaders on usefulness of content available in real-time for seamless interaction with customersBusiness agility through average time taken, by multi-functional teams, to complete tasksTime taken to meet SLAs with respect to user queries and bug reportingReliability of platform measured by the amount of load the server can handle (minimum number of server crashes)3

Next steps for HCL’s Starting Point Process

Awareness & Learning

Engaging users

Continuous Improvement

Promote it.Market it.

Provide training.

Share success stories. Test

understanding – organize quizzes.

Hold contests. Reward winners.

Make interesting.Add fun

elements.

Keep improving. Collect feedback

& work on it.

Stay focused.Don’t loose

interest.Add new features.

References:1,2 HCL Official Website: http://www.hcltech.com/relationship-beyond-contract

3 Performance Measurement Process http://www.orau.gov/pbm/handbook/1-1.pdf

Images: Cover Page image: http://www.i2gen.com/neg/wp-content/uploads/2015/07/

relationship.png Blue+orange bulb image:

https://cdn2.iconfinder.com/data/icons/business-20/512/bulb_ideea_power_light_innovation-512.png

Green+black phone image: http://www.ninebot-city.de/image/catalog/082611-green-metallic-orb-icon-business-phone-cell2.png

Red starting point bullet: http://4.bp.blogspot.com/-UY_5--dpg0U/U5tgb3tixJI/AAAAAAAAGT4/Kzc4BKJbqPA/s1600/location-icon.png

Orange bulb bullet: http://20eef2f27a73c3145a41-992add756a317c8549555e5df4245a3d.r61.cf2.rackcdn.com/ed7d078b5a679693dcbdcd3ec44bb5f2-bca4607e43723c350c48a61e77c9af79.png

Thank You !