TCExpression

Cover Story

and customer-feedback data is Rhythm 2.0. It re-defined the

key levers to realise the company strategy and road-map.

The levers were fixed and aligned to these levers, processes

and transformation road-map had to be defined. Branded as

‘Way of Working (WoW)’, cross sections of employees met and

deliberated, bringing to the table all the possibilities. From this

emerged the key focus areas. Employees and the leadership

came together to ‘Post-it’ ideas and issues on a large WoW wall.

This exercise was carried across locations and in focus groups

with select teams.

the-box thinking. TCE’s experience in recent times with

some large international customers exposed us to the

highly competitive and unique ways in which they were

managing by leveraging latest technology. TCE now has

to walk in tandem with the rest of the world to stay on

top of the game. Added to this is the challenge to keep

talented youngsters of the Internet era aligned to changing

dynamics and engaged in tough market conditions.

Born out of such exigencies and the birth child of several

internal focus group interactions, customer satisfaction survey