Posts by Srinivasa Rao | MindTree Blogs

Consumer Packaged Goods Data & Analytic Solutions Digital Business Infrastructure Management Knowledge Management Marketing & Strategy People Policies & Practices Product Engineering Service Excellence & Methodologies Technology Trends Testing Travel, Hospitality & Leisure

A number of factors are shaping CPG organizations worldwide. A few key trends worth mentioning are - mobile technology adoption, increased demand for brand engagement, real-time consumer advocacy, strong competition from private labels, striving for retail excellence, collaboration with customers, insourcing core and outsourcing non-core ...

Sales Baseline – The million dollar question in Trade Promotion Management

Posted by Praveen Srivatsa in

Consumer Packaged Goods

Feb 23, 2012 | Total views: 250

Over the past few years, I’ve been attending workshops with business teams on aligning business processes with Trade Promotion Management Optimization (TPM & TPO) systems. These sessions would typically lead to broad level agreements on processes across different functional areas touching finance, sales, marketing and ...

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The 2011 New Jersey HR Leadership Summit

Posted by Robert Finnis in

Data & Analytic Solutions

Aug 2, 2011 | Total views: 318

On 2nd June, I attended the ‘2011 New Jersey HR Leadership Summit’ organized by Evanta, at the New Brunswick Hyatt. The event was well attended, drawing HR leaders from Connecticut, New Jersey, New York and Pennsylvania. The governing body and event planners did a great ...

HR Data Management - Your Key to a Successful HCM Program and Analytics Strategy

Posted by Robert Finnis in

Data & Analytic Solutions

May 24, 2011 | Total views: 496

Having an employee data plan relieves the pain many HR organizations are experiencing today around consistent reporting, regulatory compliance, implementing Service Oriented Architecture (SOA), and Software as a Service (SaaS). It’s also a prerequisite for implementing a successful HR Data Analytics program. Traditionally one might think “data” ...

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The Smart Machine – A Win-Win Proposition

Posted by Manish Grover in

Digital Business

May 14, 2012 | Total views: 97

Gone are the days when payments were made by card. Now, it is that time when a consumer at a ball game waves her hand in front of a vending machine, and it dispenses her favorite drink along with a mobile coupon to share with ...

Can Gamification help achieve better adoption?

Posted by Vinay Dixit in

Digital Business

Apr 30, 2012 | Total views: 181

You can lead a horse to water but you can't make him drink. This proverb holds a lot of meaning in almost everything we do in our life, especially when we implement technology to do 'stuff'. Technology can enable enterprises to become operationally more efficient ...

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Approval Systems – Public and Private Clouds

Posted by Giridhar LV in

Infrastructure Management

Apr 18, 2012 | Total views: 122

In any organization, you know that there is a defined process to raise a request for all your needs. This request then goes to your manager for approval. If approved, your wish is granted and you are happy. At MindTree too, we have a request/approval ...

IaaS – Past, Present and Future

Posted by Giridhar LV in

Infrastructure Management

Apr 11, 2012 | Total views: 135

IaaS or Infrastructure as a Service has been prominent since the time Amazon launched the EC2 or Elastic Compute offering. But, was there no IaaS before EC2? Infrastructure in the computing world has defined everything starting from server hosting Data Centers to servers, storage, networking, cabling, ...

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What’s in it for me? (WIIFM)

Posted by Sagar Paul in

Knowledge Management

Nov 14, 2011 | Total views: 400

How do we increase participation in communities? A good number of people join us from college campuses and a bigger number are lateral hires. This is a challenge, but also a great opportunity for us. I like to picture ourselves running up an escalator that ...

When you are an expert on something, where do you learn from?

Posted by Sagar Paul in

Knowledge Management

Oct 28, 2011 | Total views: 277

What do we do to learn? what is there to learn? - Conversations and questions. In this era of hyperspecialization, each one of us is an expert in something. Good use of the knowledge we have is dependent on adjacent knowledge and knowledge of things ...

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Micro-marketing – the three Key Principles

Posted by Manish Grover in

Marketing & Strategy

Jan 20, 2012 | Total views: 210

Micro-marketing, which is about understanding, segmenting and targeting markets at a local level and also at an individual level is an important business analysis and planning tool. It helps to establish stronger relationships with customers and partners, boosts revenue realization and also improves operational efficiencies. ...

Digital Channels can help Marketing Entry Barriers

Posted by Manish Grover in

Marketing & Strategy

Jan 9, 2012 | Total views: 129

In this post, we look at an interesting question: How can emerging digital channels reduce marketing entry barriers? While physical barriers such as access and communication across geographic locations are often the easiest to tackle using digital channels, there are other significant challenges that product ...

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Feedback: A Breakfast for Champions

Posted by Naganagouda S Jakkanagoudar in

People Policies & Practices

Dec 19, 2011 | Total views: 380

Every soul is potentially divine and all of us are born genius, but some people fail to recognize the genius in them and lead a mediocre life. We live in a competitive world where collective performances drive success, happiness and emotional engagement with organizations. As ...

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The Perplexed Scrum Master

Posted by Raja Bavani in

Product Engineering

Apr 17, 2012 | Total views: 277

This situation is based on a real life experience, about a project that started four months ago with a team of eight in India and five in the United States. Alan is the onsite manager and Naresh’s customer. Naresh works for an Offshore Service Provider. ...

The Rule of Two Feet

Posted by Raja Bavani in

Product Engineering

Mar 27, 2012 | Total views: 312

Popularly known as ‘Agile India Conference 2012’, the International Conference on Agile and Lean Methods organized in Bangalore last month had an overwhelming response. It was a three-day conference with seven parallel tracks comprising of sessions based on a collection of topics. These topics were ...

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Customer Management Vs Customer Expectation Management

Posted by Amit Kumar in

Service Excellence & Methodologies

Apr 20, 2012 | Total views: 199

Indian IT services companies take pride in themselves in building a service oriented mentality over the years, and perfecting the art of customer management. Countless people have highlighted the term “Customer Handling” in their resumes and public profiles. Many people rightfully claim to have perfected ...

Governance - Present and Future

Posted by Manish Grover in

Service Excellence & Methodologies

Jan 13, 2012 | Total views: 135

The concept of governance has taken on new forms and broader definitions over the past decades. As a result of continuous changes in the business and operational landscape, there are several definitions in use - corporate governance, program governance, IT governance, marketing governance, financial governance ...

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Can we truly ensure Smart Grid security?

Posted by Girish Deshpande in

Technology Trends

Mar 5, 2012 | Total views: 298

Smart Grid is an interconnected network of smart devices and IT systems where electricity and information flow freely. This makes an electric grid more reliable. But when systems are connected to a wider network, substantial security risks are incurred. There are three main security concerns ...

Smart Grid Applications go on Cloud

Posted by Girish Deshpande in

Technology Trends

Jan 30, 2012 | Total views: 204

As Smart Grid proliferates across the world, one emerging technology trend is the adoption of technologies like SaaS and Cloud for Smart Grid applications. Many Smart Grid applications are natural candidates for these new business models and many major vendors in this sector have already ...

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My Interactions with Customers – Key issues with partners in outsourcing Testing

Posted by Ananda Rao Ladi in

Testing

May 16, 2012 | Total views: 8

For issues with partners in outsourcing testing, it is always important to go back to basics periodically to check the direction of the issue, and also understand if you are addressing the right problem. During customer engagements, sometimes we get too carried away and miss ...

My Interactions with Customers – Is a separate UAT phase necessary?

Posted by Ananda Rao Ladi in

Testing

Feb 29, 2012 | Total views: 278

Thank you very much for your feedback and encouragement on my blog post series titled “My Interactions with Customers”. The customer is one of the best sources to learn from. I am just sharing that learning with you all. In many IT organizations, it is a ...

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Airline Customer Journey

Posted by Ajay Paul in

Travel, Hospitality & Leisure

Mar 1, 2012 | Total views: 254

“When the moments of truth go unmanaged, the quality of service regresses to mediocrity.” - Karl Albrecht / Ron Zemke Apart from American Airlines, most of the other airlines here in the US have reported profits for this past quarter. The race is on for airlines ...

For a Complete Online Booking Experience

Posted by Ajay Paul in

Travel, Hospitality & Leisure

Dec 16, 2011 | Total views: 283

Vacations and holiday seasons are just around the corner, and families are clamoring for a dream vacation. Most of us have a busy schedule and don’t have time to find the perfect vacation spot. Unfortunately, most travel decisions are made unconsciously. We simply decide without ...

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Srinivasa Rao
Head - Technical Support

Srinivas has 20 years experience in the IT industry and currently heads the Technical Support practice at MindTree. He started his career as a design and manufacturing consultant for CAD/CAM. With core expertise in Unix system administration, he supported fault-tolerant HP NonStop-UX systems and Mirapoint’s enterprise secure messaging appliance servers. He led teams that developed test suites for fault-tolerant features of NonStop-UX. In his current role he is responsible for technical support service delivery excellence, building world class support teams, technology learning initiatives, customer relationship management. Srinivas has a Master’s degree in machine dynamics and robotics from Indian Institute of Technology, Kharagpur.

Can you really provide Technical Support through Social Media?

Posted by Srinivasa Rao in

Infrastructure Management

Aug 30, 2010 | Total views: 217

There are too many questions around how best a company can leverage Social Media for technical support. This means there is a lot of scope for service innovation in this area.

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Can You Entrust Your Services Partner With Your Demand Reduction Goals?

Posted by Srinivasa Rao in

Infrastructure Management

Feb 11, 2010 | Total views: 1054

In two of my previous posts, I briefly described two maturity models for technical support domain: “Operational Maturity Model” and “Engagement Maturity Model.” This time around I will talk about how these maturity models are inter-connected and how the progress …

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Why do so Many KM Initiatives Fail in Technical Support (TS) Operations?

Posted by Srinivasa Rao in

Infrastructure Management

Nov 30, 2009 | Total views: 83

Knowledge management (KM) has enormous potential to improve operational efficiencies and customer satisfaction in a TS setup. But, far too many KM initiatives fail at various stages of implementation. Let us take a closer look at some of the reasons: …

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Engagement Maturity Model: How Do I Manage Relationship With My Partner?

Posted by Srinivasa Rao in

Infrastructure Management

Oct 20, 2009 | Total views: 436

In the last blog, I have talked about the two relationships that constitute the eco system of tech support service and the two models that govern these relationships: Operational and engagement maturity models. I have also briefly introduced the operational …

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First Step of Transformation: Know the Maturity Level You Are At

Posted by Srinivasa Rao in

Infrastructure Management

Sep 29, 2009 | Total views: 201

Technical support is an operationally intensive function and it is easy to get overwhelmed with too many things that need to be addressed urgently. This makes tech support function a fertile ground for breeding crisis situations day in and day …

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