ILP Training Notes on TATA and TCS PDF

ILP Training Notes DAY: 1 About TATA and TCS  TATA started on 1868.  The founder was Jamshedji Tata.  It is started as a Small Trading Company.  TATA tagline- Leadership and Trust sinc...

ILP Training Notes DAY: 1 About TATA and TCS  TATA started on 1868.  The founder was Jamshedji Tata.  It is started as a Small Trading Company.  TATA tagline- Leadership and Trust since 1868.  66% of equity shareholding of TATA sons held by TATA Charitable Trust. Values of TATA - Integrity: Honesty / fairness / transparency. It means when you do the same thing in public as well as in private. - Responsibility: Integrate environment and social principles in our businesses ensuring that what comes from the people must go back to people. - Pioneering: Thinking out of the box, creating something new or innovative solution. - Unity: Being together, caring, mutual respect or working together. - Excellence: High standard of quality. Excellence means giving 100% of anything desire to achieve. Value of TCS - L: Leading Change (you can make the change) - I: Integrity (not doing the wrong things when nobody is watching) - R- Respect for Individual (Giving respect every individual regardless of their sex, nationality etc.) - E- Excellence (every day you will learn, grow, skill-up day by day) - L- Learning and Sharing TATA is a global business group of India. It is currently present in 150 countries. 12 Business Verticals of TATA such as (IT, Steel, Automobile, Infrastructure, Customer and Retail, Financial services, Aerospace & Defences, Tourism, Aviation, Telecom and media, Trading and investment, new business) TATA / TCS Horizontal Vertical (BG /Domain) Serving Companies Across People working Separately Ex: HR, BPS, Finance, Marketing etc. Ex: IT, Steel, Automobile, Infrastructure.  Tagline or brand Identity of TCS: Building on Belief.  TCS established on 1968.  TCS present in 300+ offices in 50+ countries.  2700+ global clients of TCS.  In Financial Year (FY) 2023 revenue of TCS was 27.3 billion dollars.  TCS Mission: To improve quality of life globally and to make it a positive experience for long term with all stakeholders, and to ensure that customers are satisfied.  6,08,985 employees (as of Q2 2023-24)  35.8% Women employees.  152 nationalities.  26.4 million learning houses logged in Q4 FY23. - #IncludeToExcel initiative for hiring people with disabilities. - #rebegin hiring women with a career gap for more than 5 years.  14 industry verticals for TCS. TCS TCS-IT TCS-BPS TCS-IT IS Horizontal Vertical (Domain) F&A: Finance & Account. ERU- Energy Resources Utility, EON and EDF. SCM: Supply Chain Management. BFSI- Banking, Financial Services, and HRO: Human Resource Operations. Insurance, Bank of America, Liberality Legal: Legal Resources. Mature. TTH- Travel, Transportation, and Hospitality. (Chennai, Bangalore)  SLA: (Service Level Agreement) terms and conditions of both the senior managers decides on a particular project both parties sign this agreement.  SOP- (Standard Operating Procedure) all the steps that you have to follow from the basic level.  BG: Business Group  SP: Services Practices  F: Functions  BPS Career Streams: Functions: o Corporate function o Sales  o Pre-sales and solutions o Delivery o SME - Subject Matter Expert o Domain COE- Centre of Excellence  Career Journey: Team Member ----> Team Lead ----> Manager ----> Delivery Manager  Knome is the Facebook of TCS.  Knomax is the LinkedIn of TCS Customer Focus 1. The companies known for customer focus are:  TCS - IT  HDFC - Banking  Zomato - Delivering Food  MakeMyTrip - Travelling and Booking Hotels  Amazon - Delivery of Products. 2. How customer is important for a company?  Providing revenue  Providing feedback  Being loyal and providing repeat business  Contributing to positive word of mouth 3. What are the types of customers?  In Summary, a client seeks professional services, and on end customer utilizes or benefits from the product or services.  At TCS, we deal with clients and end customers in various processes.  Internal customers– IT SERVICES, HUMAN RESOURSES (HR), ADMINSTRATION etc. People within the same organization - these are mostly employees of the organization.  External customers- People outside the organization. These people are OUR CUSTOMERS AND CLIENTS. 4. What are the key customer personality type?  Analytical – Detail oriented, data driven, seek information through before making decisions.  Expressive – Outgoing, Social, appreciate personal connection, may rely on emotions.  Amiable – Friendly.  Driven- Focused, dedicated, goal oriented. 5. Difference between Tangible and Intangible. Tangible Intangible Quantitative Qualitative Measurable May not be measurable Evident / obvious Not obvious but having an impact Ex- Measurable, Cost Savings, Time Savings Ex– Soft and time saving process improvement etc. 6. Resolving customer issues?  Understand the customer issues   Empathy and Acknowledgement  Prompt Response  Investigation and analysis  Transparent communication  Resolution option  Follow up  Continuous improvement 7. What are customer satisfaction Drivers?  Product quality  Efficient Services  Clear Communication  Timely Delivery  Competitive pricing  Overall Positive Experiences o REALITY < EXPECTATION = DISSATISFIED CUSTOMER o REALITY = EXPECTATION = SATISFIED CUSTOMER o REALITY > EXPECTATION = DELIGHTED CUSTOMER AT TCS WE CAPTURE CUSTOMERS SATISFACTION THROUGH ANNUAL C- SAT SURVEYS, D- SAT SCORE. o RCA – ROOT CAUSE ANALYSIS. 8. Focusing on Growth and Transformation allows business to  Evolve in response to changing customer needs  Better serve their customer by enhancing product or services  Stay competitive in dynamic markets. Continuous Improvement + Customer Centric ---------> Innovation --------> Growth & Transformation + Responsiveness 9. How can we contribute?  Pay close attention.  Show empathy.  Ensure prompt response.  Be well informed about products and services and provide accurate information.  Use clear and concise language.  Collect feedback and use it for improvement.   Seeking /receiving feedback is not enough you and the rest of your team should ensure gaps are plugged and improvement are made.  Try to identify the problems proactively and provide solutions – this will help to turn potential negative experiences into definite positive outcomes.  Always strive for customer delight and not just customer satisfaction. Team Spirit: 1. How to work as a Team  Make the teams GOAL every team member GOAL.  Believe that every member contribution matters.  Find the best solution together.  Do what you are best at. 2. Golden Rules for fitting into Team:  Listen to others, ideas, patiently with clear mind.  Do not judge an idea on the basis of “who” proposed the idea.  Reject or accept an idea, not the person who gives the idea.  Do not get pressurised to accept an idea because it is acceptable to many.  Be prepared for your ideas to be rejected. It is not about you.  Give your best to the job assigned to you.  Accept and appreciate everyone's strength.  Recognise and use your strength for the team success.  Recognise your weakness and seek help from team members. 3. SWOT Analysis – It is done for Self-Awareness. 4. The magic that happens when Self-Awareness people work together is SYNERGY. Two or more people working together to create something that is bigger or greater than the sum of their individual effort. This is called Synergy. 1+1>2 Which results Team Achieve Better Outcome and Growth. 5. Awareness of Strength and Weakness: Be confident on what you can, and cannot contribute.  Great team starts with a great self.  Understand your iceberg using tool such as SWOT analysis.  Transform your weakness into strength by leveraging your team members, learn and grow.  Self-aware, team achieves Synergy, better output and growth. Conflict Management 1. What are the reasons for conflict management?  Communication Failure  Personality Difference  Lack of operation  Integrity issues   Substandard Performance  Difference in Methodology and goals  Lack of resources.  Lack of sense of Belongingness 2. What instrument is used for conflict management? THOMAS – KILMANN INSTRUTMENT is used for conflict management 3. How to manage conflict?  Compete – Win – Lose (I am Right you are wrong).  Collaborate – Win – Win (Work together).  Avoid—Lose – Lose (After you, no after you).  Accommodate – Lose – Win (Putting others need before yours, when preserving harmony is important).  Compromise –Temporary settlement in a complex issues / coming on same ground. DAY: 2 Adaptability and Accountability ADAPTABILITY  Adaptability is the capability of bouncing back fosters (or being resilient) not only faster innovation, but also ensures continuous growth. Positive Mindset Embracing Uncertainty Open Mindedness Flexibility Effective Communication ADAPATABILITY Resilience Continous Proactiveness Learning Problem Solving Skill Versatility Resilience: Resilience capacity to bounce, back, set back and challenges. Proactiveness: Proactiveness anticipation of change and readiness to initiate adjustment.  Adaptability Stratergies: Practice networking ---> Seek feedback ---> Stay Informed ---> Ensure Continuous Learning ---> Build Resilience ---> Embrace Change. - Build a diverse network to Gain. ACCOUNTABILITY  Accountability is the ability to not only take responsibility of one’s actions or decisions for their consequences. This involves owning up to mistakes, delivery or promising and being answerable for the impact of one's conduct.  Importance of Accountability: Adaptability is the foundation of trust and is an indication of a person's integrity. It enables a culture of responsibility and transparency. Individual can up hold accountability contribute to a positive work ethic and are key to the stronger organisational collaboration. Continuous Ethical Decision- Effective Improvement Making Communication Integrity Adaptability Proactiveness Team Problem Solving Reability Collaboration SkilL Goal Ownership Transparency Orientation  E-mail  CC – (Carbon copy): When we send a copy of a mail but do not expect response. More than one recipient.  TO: The main recipients of the email. These are the people the email is directly addressed to and who are expected to read and respond to the message.  BCC (Blind Carbon Copy): Recipients who are included in the email but their names and email addresses are hidden from the other recipients. This allows you to send the email to additional people without disclosing their identities to the main recipients.  Salutation– Dear, Formal – Dear Surname, not very Formal – Dear Name. 1. Salutation Acceptable  First name  Mr /Ms Last name  Team/ Department Name/ All  Sir /Madam Unacceptable  Last Name  Mr /Ms First name  Full name  Whomsoever it may concern 2. Subject –  One line Summary of the email (5 to 6 words)  Use keywords from your email in the subject line  Select Subject line as per context of your email like Remainder, Update, Request, Update, Request, Invitation, Application, Urgent, Update.  Keep it simple and concise  Content – Opening lines email should easy to SKIM (JUST GO THROUGH).  All should in left Things to avoid in Subject line  Beginning with Regarding / About  Beginning with a preposition  Capitalizing the entire subject line  Using negative words  Using multiples and excessive symbols like (? & !) 3. Content –  Write to the point  Be concise  Write in small paragraphs or Bullet points 4. Tone of an email  Tone conveys attitude, keep a check on it while typing  Consider your audience and purpose  Be polite and respectful  Avoid using harsh, sarcastic, demanding sound language   Keep it concise and focused, don’t extend more than necessary. 5. Some Acceptable opening lines I am writing to enquire about as discussed, I am sending you, I would like to request /inform/update you about, this is about the request/ information/meeting for. 6. Signature Acceptable  Thanks/Thank you  Regards  Thanks, and Regards  Best Regards  Warm Regards (Not with clients) Unacceptable  Thanking you  Yours sincerely  Yours faithfully 7. Example of acceptable closing lines  I look forward to your support and cooperation.  Please kindly contact in case of any quires /further information look forward to having gracious presence.  Look forward to getting response. 8. Senders Signature must contain  Full name  Designation  Department (if applicable)  Organization’s full name and address  Contact number  Email address  Company’s web address 9. USE BULLET POINTS (it helps the receiver to understand properly) 10. Cooperate short forms  ASAP – As soon as possible  FYI- For your information  FYA – For your Acknowledge  FYR - Financial year report  PFA – Please find attached. Time Management and Prioritization 1. Priority Priority means the amount of importance given to a task. It is used to determine the impact of each task by ranking the task in terms of priority. By prioritizing the tasks based on importance, we can:  Avoid feeling overwhelmed or anxious by the amount of work we must complete.  Manage our expectations and deadlines more effectively.  Avoid procrastination or burnout.   Improves productivity and performance.  Reduces stress and anxiety.  Enhances decision-making and problem-solving skills.  Increases collaboration and communication. 2. Priority Matrix When you divide the work according to its urgency and importance, it is called a priority matrix. According to this priority matrix, we have to make a to-do list. In this list, we categorize our work in shifts of time like:  Right now  24 hrs  48 hrs  In a week Working overtime is not a sign of efficiency. DAY: 3 Conversation/ Communication Practicing Effective Conversational Skill. NO Using Social SLANG like (HAND, GTG, OMG, TTYL etc) 1. How communication done in Workplace. Face to face, Announcement, Email, On Phone, meeting, video call/ conference. 2. How to be a good conversationalist.  Retain key information  Focuses on non-verbal cues  Listen, actively and emphatically  Be Concise  Give other the opportunity to speak  Ask relevant questions 3. Why Convocation skills?  Minimizing confusion and conflict  Sharing information  Building trust and rapport (Bond/Close relationship)  Emotional well-being 4. Taboo Topics  Politics  Religion  Intimate details  Personal finance  Family and relationship issues 5. Meeting Etiquette Business meeting etiquette is a standard of behaviour that is expected when you are in formal meeting. 6. Key rule for Meeting Etiquette  Be Punctual  Come Prepared  Speak and ask with precision (very clear communication)  Follow the Agenda 7. What is listening?  Asking the right question more than just nodding.  Make the other people feel safe through our actions.  Observing not just words, but also the emotion with which it is said.  Validate the speaker by empathising with them. 8. What are the key rules of meeting etiquette  Punctuality  Active Participation 9. What is listening?  Active and intellectual process of receiving interpreting and Comprehending handing what is heard.  Allow individuals to understand, process and respond appropriately. DIGITISATION 1. What is Digitisation? Digitisation can in a way be regarded as the process of moving from what was before to what is now using constantly evolving technology. 2. Digital literacy: It is all about being comfortable and capable in the digital world we live in. 3. Why are businesses going digital?  Paper less and automated process  Quick resolutions  Real time feedback  Easy to access  More time to expand in the market  Shorter time for production and customer services  Online presence 4. Five Key Digital Technologies  Pervasive and mobility computing  Big data  Social media   Artificial intelligence (AI)  Cloud computing 5. Digital Reimagination While each of these five focuses have their own individual advantages. Combining them together can lead to path breaking benefits for businesses.  Business models  Product and services  Customer segments  Channels  Business processes  Workplace Digitization is the concept of leveraging ever-evolving technology in our daily dives to make our workplace better. ATTENTION 1. Attention to details Attention to detail refers to a person’s ability to focus on any detail, no matter how big or small when completing an assignment. 2. Why it is important?  Crucial soft skill  Impact on work performance  Improve the quality of job 3. Importance of attention and focus:  Prevent error  Improve performance  Reduce cost 4. Consequences of Lack of Attention  Reputation loss  Business loss  Revenue loss  Miscommunication 5. Five Golden Rules:  Be organised: keep it simple  Limited distraction: shut it out  Take insight: bring other in  Don't multitask: focus  Enjoy your work: don't be mechanical