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Tesco Business Solutions: Enhancing Employee Experience Through Hyper-Personalization of the Employee Value Proposition
內容大綱
Established in 2004 as a Global Business Services (GBS) hub for Tesco PLC, Tesco Business Solutions (TBS) in Bangalore had grown impressively to more than 2600 employees by April 2023. Spearheaded by Sumit Mitra, CEO of TBS, and supported by Somnath Baishya, Chief People Officer (CPO), TBS has transitioned from a shared service provider to a provider of advanced solutions, including finance, property management, supply chain, product, promotion, pricing, and more. Mitra and Baishya's innovative HR strategies, which emphasized hyper-personalization of employee experiences, had earned accolades for exceptional people practices in India as well as in global business service centers. The comprehensive initiatives implemented at TBS significantly increased its employee value proposition (EVP) and positioned the company as a top employer for highly skilled knowledge workers. While TBS's innovative HR strategies allowed the company to effectively compete for talent in a fiercely competitive labor market, they also increased the need for substantial organizational resources to sustain hyper-personalized employee experiences. Managing diverse individual needs remained a constant challenge for Baishya and his team, requiring careful curation, delivery, and expectation management strategies. The case provides frameworks for control, scalability, and manageability. It also addresses the challenges of hyper-personalization of employee experiences. As a result, HR personnel can multiply the value of employees and emerge as true value creators in organizations.