Digital Technology
Nov 04, 2015

We are talking about a digital revolution

Something tremendously exciting, almost magical, is taking place at Genpact today. It's like a silent, rapidly-growing revolution – a revolution in the areas of digital advanced technology. It's taken root and is spreading to the farthest corners of this immense organization. Already, we've trademarked Lean DigitalSM. And processes and tools are being put into place constantly, to make our clients' processes more digitally-able and streamlined every step of the way.

What's also exciting is how we are applying this expertise internally to areas where it makes a huge difference – like learning and development. Albert Einstein said - “Education is not the learning of facts but the training of the mind to think." If only he could see the significance of his great words today, where Genpact is developing the tools to train and teach in an all-round, holistic manner that couldn't have been imagined before.

Take our SEAL (School of Effective & Aspiring Leaders) OpEx Game. This game is part of our front-line manager development program. The SEAL OpEx Game is designed in a 3D-animated virtual office which users can explore to learn the skills of operations management, like the trade-offs between quality/cost/time, as well as interact with fictitious employees of varied personality types. They get scores based on performance, and the scores are visible to peers, creating a positive, competitive environment to the Learning agenda.

In another instance, we have moved to cloud-based Software as a Service (SaaS) Learning Management System leveraging the 'Cornerstone' platform – which we call our LMS iLearn. This has made learning accessible to our employees anytime, anywhere. It has created a platform that allows Genpact to adopt more digital forms of learning, which can be accessed online, on mobiles and through e-learning. So we're learning on the go!

We've also introduced a knowledge management tool in our IT- Managed Services business. Here we have partnered with 'Right Answers' to implement a knowledge base tool that brings in the 'knowledge 1st' mentality. Right Answers' intuitive interface, streamlined workflow and built-in intelligence gets answers to agents faster and simplifies post-call activities, saving both time and effort.

We also have an Lean Six Sigma (LSS) Capability Build Program for Black Belts @ Genpact which has leveraged technology.We launched Genpact's first-ever Lean Six Sigma MicrositeQ-PLAY: the Quality Platform for Learning And You. It acts as a one stop shop for all our employees' learning and certification.

A vote of confidence!
Our digital initiatives are on-going, and while the drive to excel is always for the growth and betterment of our employees, it's always very rewarding to be told that you are on the right path and headed in the right direction. This year, Genpact was honored with 11 awards by Brandon Hall. The Brandon Hall awards are globally coveted awards for excellence in the areas of learning and development.

I'd like to end by saying that to my mind, we need to keep pushing forward, keep innovating, keep learning, keep growing, keep getting better. Because, after all, the revolution has only just begun!

About the author

Amit Aggarwal

Amit Aggarwal

Senior Vice President, Training

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