Puma Head HR speaking at NASSCOM HR Summit 2019


Manisha: I specifically work in an organisation which is very young. The Average age is 32 years.. The Average tenure of employees is less than 4 years. So..obviously the Churn is very high. Like Unmesh pointed out that you have an organisation where.. the engagement is really high but also the Attrition is very high.. and How do you solve for that? How do you first make sense out of it? and How do you find a solve for that? So this is the problem we were facing a couple of years back… and you know when you ask them.. in Annual surveys you get *great* results.. and People are super happy and they are *super* engaged.. They feel ownership to the brand, They are passionate.. They are creative. But, they are also.. leaving the organisation in average tenures of 3.5 and 4 years. So, whats going wrong there? and that’s where.. We actually took help of technology to.. to help us understand and decode this problem. Sandeep: So help me, it sounds a little Oxymoron-ish.. When you say you work for a small company.. Where I think it’s easier for you to just throw your.. arm around literally every employee, you know every person by name.. and understand what he/she essentially wants.. and how you can make it more meaningful for that person.. and then you’re deploying technology which.. instead of sometimes.. taking you closer is taking you further away.. because now maybe there is a ‘Chat-box’ between you and that person.. and that person might actually be sitting a few meters away.. from where you are. Do you need that chat-box? Manisha: So, very interesting. Yes… We are just about 300 people in the office. Very very small organisation.. There we all sit in one building, mostly.. 200 people sit in one building, there are 100 people who are sitting in another building. So you would say.. ya! everybody knows everybody.. and it’s very easy to gauge a mood of an organisation.. But at the same time.. Why would we have such a high attrition if people are happy ‘seamingly’.. and that’s when we deployed the chat-bot. and that was precisely the reason we took help of technology.. and.. So, we have an AI chatbot called *Amber* in the office. and *she* talks to you like a real person.. In fact I think maybe, 40% of the people don’t even know that she is not real.. It’s a very intuitive kind of chat that happens.. and.. So what we’re right now trying to solve for.. We’ve already done automation in terms of HRMS. We’ve already used Technology wherever… technology needed to be used, in terms of automation.. but what we are now trying to solve for.. is the next level of technology.. which is the Predictive Analysis.. and what this chat-bot has really helped us to.. To really gauge is the real mood of the organisation. Even though you might be doing a lot of parties.. People are seemingly having fun at workplace.. and there is music and everything. But what is the employee *really* feeling inside?
How is the employee dealing with a stress from a manager on a day-to-day basis ? How is the employee feeling that their growth-path is in the organisation? Are they getting the learnings they want to get? So these were a lot of these drivers which came out in a chat-bot to us.. and you would say why can’t these employees tell you.. on a 1:1 meeting.. Uh..well.. It’s true that people don’t really share everything.. when you ask them in a 1:1 meeting.. Maybe there are certain biases.. Maybe some things come out only when there are anonymous surveys.. and that’s what is really helping us.. To get into the predictive behaviours of these employees.. We’ve actually tried to solve.. A lot of these issues like retention of key talent.. Predicting when somebody might be leaving.. Predicting which functions might be facing bigger challenges than other functions.. and hence.. Does it require a Leadership level intervention, etc. All of this is happening.. and it’s happening in real-time. Not at the end of the year with an annual survey. Sandeep: You know I would bet, 100% of that 40% of the people who think.. that ‘she’ chat-box is not for real.. are men. Audience: My question is to Ms. Manisha.. where she has mentioned.. that they have deployed Amber in the organisation. So how is Amber helping you out.. to retaining the people.. in your organisation and.. What is the confidentiality level.. of those feedback you’re getting from the employees? Sandeep: and you want the gender cut of how Amber is influencing male v/s female? I am just joking, I am sorry for that. Please go ahead.. Manisha: We launched Amber.. 2 years back. Firstly, the engagement level was about 85%. So, ‘Amber team’ told us.. that this is the highest engagement they have seen in any organisation which means.. that people, had so much to share. Secondly, our mood scores were really good. But yet there were key drivers that we were low on. For example.. 1 of the key drivers that was constantly coming up to us.. as a problem area was.. – Growth opportunities for people. Now of course this is 1 thing where.. No employee will today say that I have great growth opportunities.. in any organisation. But that made us think.. a little bit more on this particular aspect.. and create some new initiatives.. which helped solve that problem for us. and we see that driver improving as we go along. There were few other cases where we had.. some department led issues cropping up.. which could be related to.. certain managers and leaders.. which also we tried to solve. Regarding Confidentiality.. The information which comes to us is only available to.. very very selected team of people. The employees are aware.. who this information is reaching to. and that’s about it. So the information is not shared with Managers or even with Business Heads. Unless there is something that is.. that is affecting the whole Business Unit. So this information is kept only at the HR.. and the CEO level. There are some certain dashboards which you can share with your Business Heads.. in case you want to involve them in certain interventions. But there would no employee-level feedback or information which is shared with anyone. So that is completely confidential.

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