Transformation & Consulting

Change Management

Generating Business Process Transformation Impact

Many business transformation efforts suffer from insufficiently robust change management and resulting delays, increased costs, and unrealized business benefits.

Genpact's approach to change is grounded in achieving measurable business outcomes that drive value by aligning leadership and engaging people across the organization.


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Working closely with clients and our change management experts, we use a comprehensive change management framework that is customized to meet individual client needs. Our framework is supported by a broad set of tools and accelerators that address clients' specific circumstances rather than apply a one-size-fits-all methodology.

Genpact designs, transforms, and runs intelligent operations for clients across a wide range of industries. We use our proprietary Smart Enterprise Processes (SEPSM) framework to link key process drivers to business outcomes and drive continuous improvement.

Our services address the full lifecycle of change to support clients in:

Creating a pragmatic change strategy and plan

  • Developing a change strategy that addresses the challenges and impact
  • Creating a plan that supports and enables the program and individual projects

Ensuring that leadership is aligned

  • Developing a vision with the leadership team
  • Creating an understanding of the change impact, benefits, and risks and their role in addressing them
  • Coaching senior executives in how to be a change leader

Engaging stakeholders

  • Understanding who the key stakeholders are, their level of engagement, and issues with the program
  • Creating a stakeholder management plan

Creating focused communications that address stakeholders' needs and behavior changes

  • Building a communication strategy that is tailored to the client's and the stakeholders' needs
  • Continuously updating the plan with activities for different stakeholders

Defining roles and aligning organizations

  • Mapping roles to individuals and aligning job descriptions
  • Revising the organizational structure

Ensuring that the business is ready before go live

  • Defining the high-level change impact at the outset
  • Running business-readiness workshops

Identifying, owning, and tracking benefits

  • Identifying and cascading the business benefits and creating ownership
  • Monitoring the achievement of the benefits and addressing any shortfall

Enabling learning and knowledge management

  • Understanding what skills and experience are required and equipping people for success
  • Creating and delivering a blended learning and change strategy and curriculum
  • Enabling knowledge transfer


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