What were the key lessons during the transition from GE to Genpact?
GE made the transition much easier. We came from a commercial background—it was not as if we were captive. It was back to familiar territory when we went out to sell in the market. The difference was in the realisation that every customer is different. Building an organisation that takes care of that was a challenge. That required us to customise processes, and understand the thinking of customers. There were other challenges too. When you work in a company like GE, size and stature mean something. Now, when I hand over my business card, they say Genpact who? That is a big cultural switch we had to go through. Employees too have to go through this situation. It is difficult to say I work for GE and then switch to saying I am working for a BPO. We had to build a lot of soft cultural strengths that we had taken for granted under the GE umbrella. How has the DNA of the company changed with the transition? We fought very hard to preserve it. We retained many of the operating mechanisms to
