TMI endeavours to bring about sustainable change in organisations. Here are a few case studies of how we've inspired change.

Problem/Issue:
In an emerging & fiercely competitive market scenario, one of India's largest Business group's launched its basic landline telephone services. The Management was clear that superior customer service was their key to give them competitive edge. Their brand also promised "Delight" to the customer. TMI & the company management felt that to achieve sustainable & consistent levels of Delight, apart from enhancing the skills of the Customer Interfacing staff, it would be necessary to sensitize the rest of the organisation to 'Customer Orientation'.

Solution:
The solution designed was two fold:

Outcomes:
There is an increased level of Customer sensitization within the company & Customer Satisfaction levels have increased. TMI spent significant time in reviewing the initiative, the learnings and the improvement projects. Some of the concrete benefits are

Problem/Issue:
Employing over 2000 IT professionals this large I T company was facing high turnover of staff & subsequently, low engagement of employees. They wanted to 'attack' this problem at the start of the relationship- when the new employees joined. The company wanted the new Employees to view their role holistically- to balance their need for 'receiving' the best from the organisation with contributing their best to the organisation too.

Solution :
TMI recommended a customized version of its popular 'Employeeship' program as a standard part of the New Employees Induction program. The main objective of the program was to sensitize & demonstrate pertinent behaviors. Working with the values of the company, TMI India meshed these with the factors of Responsibility, Commitment, and Loyalty & Initiative. The program was launched 3 years ago. (2000) and is continuing.

Outcomes :

Problem/Issue:
One of India's largest BPO's was facing a problem of large turnover of the frontline Customer Care Employees. (a characteristic of this industry). They cited 'their Team leader's harsh attitude towards them' as the main reason. The company recognized the peculiarities of their own industry- many of the Team leaders (TLs) had risen up the ranks with no formal training on how to deal with people issues.

Solution:
TMI did a diagnostic study to understand the issues & recognized that while the Team Leaders were delivering on targets, they were unable to motivate & develop their team members. TMI rolled out a custom made program for the Team leaders called 'Building Winning Teams', which was very successful. The program was designed to orient them to the various aspects of managing people - & understanding people related issues. The Team Leader's have actionable items after the program; once these are implemented- the TLs are given a joint certification by the company & TMI.

Outcomes:

Problem/Issue:
This is a premier organization in India playing a unique cultural and intellectual role in the capital and is frequented by artists, spiritual & academic leaders. The leadership felt that in sync with the times the organization should become more customer oriented. Some of the issues they were facing were: Staff not taking responsibility, Lack of Internal service and co-operation, Complacency and lack of accountability in the system. The management wanted to create a Service Orientation in the organization & Better Internal Co- operation and Relationships.

Following a consulting & training approach, TMI first did a diagnostic study which revealed -
 • A high degree of complacency had set in &
 • People were not performing to the best of their abilities.

Top Management Briefing was held to Communicate organization issues to the team, explain and facilitate their role in bringing about change. 3 projects were identified and teams created within the Top Management, to resolve organization issues like:
 •  Clarifying the Vision of the Center
 • Defining the reward & recognition system.

TMI conducted a 2-day program on 'Putting People First' for 60 supervisors. 1-day workshops were conducted for the same group on How to Implement PPF, particularly the Behaviors and quality parameters within their teams.

Outcomes:
Some of the benefits that they experienced were: