The Journey : Early Days to How I Got Here
I started my career as a Process Associate with Genpact in 1998 (earlier known as GE Capital International Services) and have moved to various roles across organization in operations, compliance, transaction Quality, Training, program management, organization level performance management system, corporate quality, MIS. I'm currently working as Associate Director Quality and MIS for TechM BSG.
Decisions That Mattered
One of the most important career decisions that I will never say no to a task thrown at me. This has given me tremendous exposure and visibility in all my organizations.
The Turning Points
In the first few years with Genpact helped me to create a strong base/foundation in Quality Management. However, there was a slow growth in the first few years frustrated me a lot. I took some time to realize my areas of strengths and opportunity. Took a hit but moved to places where I could use my knowledge. But soon the same feeling crept in. in the mean time, this made me realize that it is not just the environment in an organization that matters; it is how you create an environment around you that matters. Post that I have never looked back and have been moving well.
Work and Role: Then and Now
In my previous job, I was limited to transaction quality and training and a bit off overall center management, but in my current role I wear multiple hats as a Quality leader for Domestic process, International Processes, process outside and with in India. I also look after MIS and WFM, which is a completely new domain for me. I have taken up the challenge of deploying Balance Score Card for the organization and this has given me a complete different view of the organization. I see myself as much more aware about the organization and the industry now. I also lead corporate quality initiatives and deployed Six Sigma and MQW from scratch in the organization. So it is a very challenging role, with new challenges thrown each week.
Two Years Down the Line
Doing something new while managing quality, still learning, probably leading an organization’s end-to-end quality/customer experience sector. Personally, I’m very keen to see how I can use quality management in rural agriculture sector or social sector. It is farfetched but I’m sure the amount of savings/growth we show through practices in corporate sectors, the savings can be far more tangible in social sector/rural sector.
What I Learnt Along the Way
The only thing that matters is PIE (Performance, Image and Exposure). Other than that, speaking to your mind in the right way and not holding a question is very important!
Changing Days: Lessons Learnt
Yes, with cost pressures and competitive markets, single person deals with multiple roles and hence it is very challenging to manage the expectations and quality of delivery.
Trends to Watch Out For
I have seen people now focusing lot on off the shelve quality analytics tools with voice/speech analytics thrown in, systems to measure Customer Experience on its own etc. I have also seen some organization coming with hand held devices in call centers with complete floor management analytics in hands of the TL or Manager while doing a floor walk. All these are great stuff and will help the things improve. From my career point, I would rather be known to create something like this than to just pick up something and follow. I have a small team which is challenging all technologies in call center reporting anew quality management each day and trying to find out if we can create solutions to help customers.
My Advice If You are Starting Out
Develop the customer centric view. Be strong on your fundamentals in Quality/MIS/WFM and statistics as they are the base. The age old trick of getting your own hands dirty to get the engine running always works so has to be involved in the actual action.
Must Focus Areas For the Future
I believe Six Sigma is here to stay, though it is getting diluted with too many half cooked experts. eSCM is important but TRIZ may really help. Also, QM on ERP/SAP is also good for a career move.
Do We Need Certifications?
I'm a certified six sigma black belt and would recommend people to do a live project and do an in-house certification in their organization before they go for a certification from any agency.
Books/ Websites I Recommend
iSix Sigma is good website but I believe any book which can clarify fundamentals on quality management/status should be read and practiced.
Last But Not Least
For a budding professional, my input will be "Ensure you are learning, and ensure you are using that learning to create a difference; once you do that learning will turn into earning."