Transformation-weary leaders need best-practice platforms to weather economic storms

Weary and worried enterprise leaders need help to overcome transformation fatigue as they tackle the economic headwinds of 2023. Multiple moving parts, spiraling costs, and failures in change management have left many enterprise leaders both weary and wary of yet another round of ‘transformation’. Yet the demands of economies on the brink of recession urge ever greater focus on transformation’s promise of improved productivity.

Enterprise transformation is all about productivity – doing things better, faster, and cheaper. But it is hard, complex work. Learning lessons from past mistakes and applying those lessons to create best practices may hold the key to inspiring renewed confidence in enterprise leaders. That has driven the emergence of platforms and frameworks from managed/business services providers, summing the benefits of their learnings from their transformation experiences – Accenture’s myConcerto, IBM Garage, and Wipro’s Workplace Transformation Platform, among many examples.

Genpact’s obsession with process and rich IP offers a path to value

To deliver maximum value and help course-correct journeys for enterprise clients, best practices platforms need to be anchored in transformation architecture, robust enough to assess companies’ present situations, identify the current state of capabilities and challenges, and explicitly identify the underlying mindsets that must change for the transformation to succeed.

Genpact’s Enterprise360, like others, offers a path to value, in a platform of ways of working, tech and process expertise. But Genpact’s point of difference is its long obsession with process improvement.

Genpact’s obsession with improving business processes started with a focus on Six Sigma to optimize individual processes, accuracy, and SLA execution. That focus and experience evolved into an end-to-end process mindset with productivity driven by task automation. Five years ago, the service provider realized it needed a platform to consolidate its transformation learnings from individual projects. Enterprise360 was born. It started as an operations management platform and has grown to provide Genpact clients with insights into how their operations are running, how they orchestrate work, and how to drive further value in process optimization.

In the last 5 years, Genpact has continuously embedded its IP from automation, analytics, and workflow use cases, built on top of partner products, into developing the Enterprise360 platform. It has become the standardized way of working and engaging with Genpact.

New approach places data and insights at the heart of improved operations

The business services industry has had static reporting on operational performance and KPIs for several years now, and not much has changed. But platforms such as Enterprise360 are starting to create a new way of working in a formalized way.

At its heart, the new approach relies on operations teams as gatekeepers of significant data. Armed with the right enablers, Genpact harvests the data generated from day-to-day transactions to create powerful new ways to clarify operational challenges and, in some cases, predict and pre-empt them for its enterprise clients. One of the keys to its success is the DataBridge program, which has trained more than 65,000 Genpact operations teams on driving effective outcomes leveraging the transactions data they work with.

Let’s turn our operations from an operating team generating insights to an insights team doing operations.

– Shubhro Pal, SVP and Global Head, Lean Digital Transformation

The Bottom Line: Genpact designed the Enterprise360 platform to enable transformation success while tackling many of the causes of transformation fatigue. But leaders must be wary of putting all their eggs in one basket.

While there will be some standardized components in transformations that can be applied across industries and projects, there will always be a percentage of customized complexities that will require effective management. While Enterprise360 can offer best practice knowledge at inception, and will start to drive value at a more mature stage of transformation, enterprises should continue to look beyond the platform for new sources of innovation – including emerging technologies from process intelligence to the metaverse.