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Infosys Technologies Limited:
This case was prepared by
Professors Ram Subrama-
The Global Talent Program
nian, Ram Misra, and C. Jay-
achandran of Montclair State
University and Professor
T.V. Mohandas Pai, Director and Member of the Board for
Tripti Singh of the Indian In- Infosys Technologies Limited (Infosys), the Bangalore, India-
stitute of Management, Ban-
galore, India, as a basis for based information technology company, eased his six-foot
class discussion rather than three-inch frame into his office chair and pulled up the latest
to illustrate either effective
or ineffective handling of an US recruitment report. It was Monday, October 15, 2007. He
administrative or business had just returned from a meeting with Kris Gopalakrishnan,
situation.
the company’s CEO, where the two had discussed at
Please address all correspon- length the company’s overseas recruitment efforts. For a
dence to Prof. Ram Subra-
manian, School of Business, company that obtained 98% of its revenues from abroad and
Montclair State University,
Montclair, NJ 07043, USA.
operated 17 development centers in five countries, a mere
E-mail: Subramanianr@mail. 3% of its nearly 70,000 strong workforce was non-Indian.
montclair.edu.
Gopalakrishnan had challenged Pai to increase the number
of non-Indian staff by 30% each year or around 1,000
annually.
To increase its foreign workforce, Infosys had started
an ambitious overseas recruitment effort called the Global
Talent Program (GTP). In 2006, a batch of 126 recruits from
US universities had been trained at the company’s training
center in Mysore, India prior to being deployed in various
US offices. Similar batches from the US had joined in
February and July of 2007, while the first batch from the UK
joined in September 2007.
As Pai perused the recruitment report, he recalled
his words from the interview he had given to an Indian
business magazine:
“For a company to be called truly global, what are the
metrics? Do we get the bulk of our revenues from the
international market; do we have a footprint in various
BACKGROUND ON INFOSYS3
GLOBAL RECRUITMENT
TRAINING
Pre-Training Orientation
Facilities
Training Objectives
Soft-Skills Training
Since the 2006 US batch of 126 hires was the first group in
the GTP, both E&R and ILI spent more than six months
preparing the training program. A number of Infosys
personnel who had worked in the company’s US offices
or with US clients were debriefed to understand cultural
and learning style differences between the US and Indian
cultures. The entire set of training materials was sent to
a leading university in the US where professors vetted the
documents to suggest changes for words or phrases that
would be more suitable to the Americans. Harvard Business
School cases were selected to make training sessions more
interactive than they currently were. In addition, trainers
culled business situations specific to Infosys from operating
personnel and created a bank of “live” cases. Trainers were
Separate batches
Mixed batches
Post-Training Assessment
THE DECISION
ENDNOTES
Exhibit 1
Exhibit 2
Even though today in the USA outsourcing is synonymous with off-shore sourcing, it started as
on-shore sourcing in 1984 when American companies started giving out their IT work to other
American companies. This mode of outsourcing is known as onshore sourcing model. A few
years later, another model evolved — an offshore model — in which companies gave their IT
work to companies located offshore — mostly Indian companies. The limitation of the offshore
model was that only a subset of the work that did not require direct interaction with clients
could be outsourced. Realizing this, Infosys, in its efforts to grow and become a global company,
developed a third model that was a combination of the onshore sourcing and offshore sourcing.
This model now is popularly known as the Global Delivery Model (GDM).
The basic premise of the GDM is to break pieces of work into logical components, and
distribute these components geo-locationally, to perform them where it creates the maximum
value. Under the GDM, a service provider such as Infosys will have work centers all over the
globe, some onshore and some offshore. As more and more developed nations started using
outsourcing, it made sense to service providers such as Infosys to have onshore or near-shore
centers in various countries and to connect them so that the work can be distributed to one or
more centers that are most logical in terms of matching the resources needed. Another variation
of the GDM that is evolving uses the work centers of the service company’s partners in addition
to its own centers. This allows a service company a truly global access and flexibility to get the
work done in many places.
One of the best ways to understand the distinction between the work done by the
onshore centers and the offshore centers is to think of the work that requires interacting with
clients and customers (end user). This could be the initial planning of the project that involves
understanding the problem, developing possible solutions and selecting the best solution that
the client can afford, field testing of the system/solution, and providing support in the initial
installation. The work done at the offshore development centers may include the detailed design
specifications, software development, and system testing. The Hispanic computer interface
project for the American bank portrayed in the figure below illustrates this.
The global delivery model is particularly suited for fast turnaround projects or large
projects. Fast turnaround projects typically require a lot of people doing different parts of the
project at the same time, which can be easily achieved by pooling together the complementary
resources available in various work centers around the globe. Large projects often require a lot
of skilled resources typically not available in a single work location. It can also result in reducing
the risk of project completion since even if some offshore centers face a disaster, the work can be
distributed to other centers without much discontinuity in work.
Infosys has client site locations, near-site locations and offshore centers. As can be seen in
the table below, the near-shore centers have duplicate service capabilities some that are common
to the onsite centers and some common to the offshore centers. This redundancy in the service
providing capabilities in the near-shore centers makes the entire global delivery concept so
powerful. The near-shore centers serve as interface points for the onsite and offshore centers.
Project: To develop a computer system for an American bank that would handle a loan program for Hispanic
customers. The system should have Spanish interface and be attuned to the cultural nuances of Mexican
customers.
Bank
Client ••Analysis
Analysis and ••Detailed
Detailed design
design
•Client interface and
synthesis ••Background
Background
•Project review synthesis
••Design
Design and research
research
and
•Project leadership
prototype building
building ••Code
Code
prototype
development
development
Source: Casewriters’ visualization based on Anand Giridhardas, “Outsourcing Works, So India is Exporting Jobs,” The
New York Times, September 25, 2007, nytimes.com.
Exhibit 3A
Co-Chairman
Nandan M. Nilekani
Administration
Administration,
Infrastructure, and
Infrastructure, and
security
security
Commercial &
Facilities
IBU
IBU-- Finacle
Finacle
Human Resources
Development
Infosys Leadership
Institute (ILI)
Source: Infosys.
Exhibit 3B
Head – India Hiring Manager – US Hiring Manager – UK Hiring Manager – Geo Hiring
Regional
Regional Regional Regional Recruitment
Recruiter – Mid
Recruiter – West Recruiter – South Recruiter – East Coordinator
West
Source: Infosys.
Exhibit 4
Facilitator #1
• Began his managerial training career with Dale Carnegie Associates (DCA) and worked
with them for over eight years, both as an apprentice and employee. Conducted both public
programs and corporate consulting for DCA in the US, Singapore, and Hong Kong.
• Has worked with a number of clients of Infosys across geographies in order to build more
collaborative teams across multiple cultures.
• Is certified in a number of psychometric tools like the MBTI.
• Published two papers in an international conference related to the field of cross-cultural
competence.
• Overall, about 10 years experience in this field.
Facilitator #2
• A gold medalist and rank holder during graduation, also holds a Management degree, a Post
Graduate Diploma in Training & Development, and a Master Facilitator certification.
• Designed interventions and trained Infosys employees and clients on a continuum of skills
ranging from effective communication to managing diversity.
• Has facilitated over 500 programs.
• At Infosys, has also anchored a number of roles and initiatives — learning management in
business units, continuing executive education, training in non-India locations, etc.
• Is certified in a number of psychometric tools like Belbin.
• Has also facilitated workshops with client teams to get the best out of multicultural teams.
• Overall, about 10 years experience in this field.
Facilitator #3
• Has developed people in both technical and behavioral areas.
• Published two papers in an international conference related to the field of cross-cultural
competence.
• Has been an invited panelist speaker at an international conference on diversity.
• Is certified in a number of psychometric tools like the MBTI.
• Specializes in the field of cultural differences and has run a number of surveys to assess
cultural orientations in people, some of them in workshops with clients.
• Overall, about 11 years experience in this field.
Source: Infosys.
Exhibit 5
US Batch 1
Pre-Training Due Diligence
• Did some form of needs analysis before they joined.
• Allotted trainers who had previous cross-cultural experience.
• Got the training material upgraded with higher order skills.
• Ensured material review by senior American colleagues and faculty from Duke University in
the US.
Post-Training Feedback
• Some of the material was too simple.
• The batch was quick to say what was not OK, but did not have any constructive suggestions
on what could help.
• Cross-cultural comfort came across as the primary need.
• The discomfort about not knowing their exact roles spilled over into the sessions.
US Batch 2
Pre-Training Due Diligence
• Eliminated some of the elementary training modules on listening, etc., and strengthened the
cross-cultural piece.
• Did a number of focus group discussions and one-on-ones with the previous batches, ran
surveys, etc., to further flesh out areas of comfort/discomfort.
• Reworked the “Working in Teams” and “Client Orientation” pieces to bring in more business
and real-life focus.
• Mixed Indian and US trainees in the same session (50–50) to bring about higher cultural
immersion.
Post-Training Feedback
• Duration of the programs tends to become a dissatisfier.
• People do not mix despite being in the same room. Silos continued.
• More productive learning vehicle needed.