Our Client is an established leader in India in Digital identification and authentication solutions. They were recently acquired by a European global leader and their India operations had to scale up significantly to cater to global markets. The company was going through an Org structure change, ramp up of operations and integration with European operations – all at the same time

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Key Challenges

• Heavy top down culture prevalent. Teams are stretched and processes are broken

• Individual accountability was low

• Teams had to be told what to do

• Agile roles are not clearly defined

• Middle Management was too busy with operational issues and not enabling their teams for Agile adoption

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Our Approach

We took a human centered approach to introduce Agility using a multi-modal approach including gamification, video based learning and Activity based coaching

• Coached Service Delivery Leaders on mindset change and established personal milestones

• Teams coached on individual accountability and servant-leadership

• Evolved roadmap for cross-skilled teams and setup governance dashboards for all teams

 

Effilor's Solution

• Service Delivery Leaders’ focus shifted to removing impediments and result orientation

• Teams collaborate more to solve client service issues rather than siloed tasks

• Better visibility of work progress through dashboards