A bridge to Stockholm: Tech Mahindra's Tryst with a Swedish Customer
TechM had the practice of educating the personnel before they traveled to any foreign country for an assignment. Accordingly before they left for Sweden, Ravi, Suresh, and Gopi went through formal training and evaluation on the working culture in Sweden....
Dinesh had to act immediately to address Johan’s concerns. This project was expected to grow steadily but now it needed a course correction to get back on track. Dinesh’s decision had to be more customer centric to bring the project on track...
All these corrective steps starting showing results and the number of rejections started coming down. Now, one part was getting rejected after machining for every ten parts delivered. With the rejections coming down, NRC started showing improvements and started moving toward 120%. ..
In the third quarter of 2015, one day in the morning, Raghav was contacted by Johan on the official messenger. Raghav was surprised as it would be very early in Sweden and he realized that it could be very important. ...
This project gave a few important insights to TechM into the importance of cultural learning. It also highlighted the importance of putting the right people in customer facing positions, the importance of cross-learning, and customer feedback....
Exhibit I: Work Break Down Structure between Saab and SITC
Exhibit II: Project Organisational Structure
Exhibit III: KPI – Non Recurring Cost (NRC) Analysis
Exhibit IV: KPI – Recurring Cost (RC) Analysis
Exhibit V: Schedule
Exhibit VI: Value Addition Achieved Through Program Optimization
Exhibit VII: Team Size Growth Chart