Organizational Culture In BPO

Industry
 Group No.7

Presented by: Roll No.

Abhishek Pai M1031
Sherwin Mathias M1025
Vaishali Patil M1037
Nivedita Prajapati M1038
Jayendra Mangela M1024
Aakash Singh M1060
Krunal Darji M1006
 Overview Of Presentation
Organizational Culture
Characteristics of Organizational Culture
Dominent Culture and Subculture
Functions of Organizational Culture
Types of Organizational Culture
Creating and Sustaining Organizational Culture
Effects of Organizational Culture
BPO In India
Infosys-Profile/Value System
Genpact-Profile/Culture in Genpact
Wipro-Profile/Culture in Wipro
 Organizational Culture
John Newstrom and Keith Davis define
organizational culture as “the set of
assumptions, beliefs, values and norms
that are shared by an organization's
members.”
 Characteristics of Organizational Culture

The important characteristics of organizational

culture are :
1. Innovation
2. Stability
3. People orientation
4. Results orientation
5. Easy going
6. Attention to detail
7. Team orientation
 Dominent Culture and Subculture
Sales group
Subculture value :
Honest representation of
products

Customer
High quality
service

Accounting group Values of the Production group

Subculture value : dominant culture Subculture value :
Accurate financial data Thorough product training

Innovativeness Teamwork

Research & Development

Group
Subculture value :
Frank discussion of ideas
 Functions of Organizational
Culture
Organizational
Culture

Facilitates Clarifies &

Provides sense Promotes
Commitment to Reinforces Behavio
Of identity Social stability
mission standards
 Types of Organizational Culture

Sonnefeld’s Classification

 Sonnefeld maintains that organizations fall into one of

the four different categories.
1. Academy
2. Club
3. Baseball team
4. Fortress
 Creating and Sustaining
Organizational Culture
Maintaining a Culture
Once an organizational culture is started and begins
to develop, a number of practices solidify the
acceptance of core values and ensure that the
culture maintains itself.

Three forces play an important part in this.

1. Selection
2. Top management
3. Socialization
 Creating and Sustaining
Organizational Culture
Model of Socialization Process:
Outsider

Phase 1 : Learning that occurs prior to

Prearrival joining the organization

Phase 2 : Reality Shock

Encounter

Phase 3 : Recruit adjusts to values

Metamorphosis and norms

Socialized Insider
 Effects of Organizational Culture

Organizational culture has many effects on individuals

and organizational processes.

1. Organizational Performance
2. Length of employment
3. Person – Organization Fit
 BPO In India
BPO industry has brought phenomenal
change in the lifestyle of the average Indian
youngsters with employment opportunities
& attractive remunerations
culture is an inevitable outcome of the
unconventional working hours
center employee is subject to multiple
health ailments such as stress, back pain and
as the biorhythm of the body fluctuates
 Infosys-Profile
Infosys Technologies was started in 1981 by seven
professionals with US $250. The
company designs and delivers technology enabled
business solutions.
Their offerings span business and technology
consulting, application services, system
integration, product engineering, custom software
development, BPO etc.
The company has 104850 employees and a large
global presence in India, China,
Australia, Poland, UK, Canada and Japan.
 Value System
Customer Delight
Leadership by example
Integrity and transparency
Fairness
Pursuit of excellence
Genpact

A Brief Profile

 They began in 1997 as a business unit

within GE
 During the eight years that followed, they
earned the opportunity to manage a wide
range of processes from the simple to
complex
 In January 2005, it became an independent company
 In August 2007, Genpact was listed on the NYSE
Culture in Genpact
A Client-centric Culture

Teamwork

Continuous process improvement

Giving back to the society

 Wipro
A Brief Profile
It began from a samll cooking fat
manufacturing in 1945 to Leading
provider of BPO services
Services provided from outsourcing
companies in North america, Central and
eastern europe, India, china and latin
america.
Culture in Wipro
Develop leaders within organization
Emphasizes on importance of team work
Thirst for innovation
Quality is an intrinsic element of the
culture at Wipro
THANK YOU