Harvard Case - GBS India: Should Remote Working Continue after the Lockdown?
"GBS India: Should Remote Working Continue after the Lockdown?" Harvard business case study is written by Atri Sengupta, Manoj Kalra, Dinesh K Murugesan. It deals with the challenges in the field of Organizational Behavior. The case study is 9 page(s) long and it was first published on : May 20, 2021
At Fern Fort University, we recommend that GBS India adopt a hybrid work model for its employees, combining the benefits of remote work with the advantages of in-person collaboration. This model should be implemented in a phased approach, with a focus on employee well-being, productivity, and organizational culture.
2. Background
The case study focuses on GBS India, a subsidiary of a global technology company, grappling with the decision of whether to continue remote working after the COVID-19 lockdown. The company experienced a successful transition to remote work, with employees demonstrating high productivity and engagement. However, concerns arose regarding the long-term impact on team dynamics, collaboration, and organizational culture. The case highlights the diverse perspectives of stakeholders, including employees, managers, and senior leadership, who hold differing opinions on the future of work.
The main protagonists in the case are:
- Rajiv Chopra: The CEO of GBS India, who is tasked with making the final decision on the future of work.
- Anjali Sharma: The Head of Human Resources, who advocates for employee well-being and a flexible work environment.
- Rahul Patel: The Head of Operations, who emphasizes the importance of in-person collaboration for efficiency and innovation.
3. Analysis of the Case Study
This case study can be analyzed using the Organizational Change Management framework, which focuses on the process of transitioning an organization through a period of significant change. The framework helps us understand the key factors influencing the success of the proposed hybrid work model:
1. Unfreeze: The company needs to acknowledge the need for change and prepare employees for the transition to a hybrid work model. This involves communicating the rationale behind the decision, addressing employee concerns, and fostering a sense of urgency for change.
2. Change: This phase involves implementing the hybrid work model, which includes defining clear policies and guidelines for remote work, providing necessary technology and infrastructure, and training employees on new tools and processes.
3. Refreeze: This phase focuses on solidifying the new work model and ensuring its long-term sustainability. This involves monitoring employee performance, adapting policies based on feedback, and fostering a positive and inclusive organizational culture that supports both remote and in-person work.
4. Leadership: The CEO, Rajiv Chopra, plays a crucial role in leading the change process. His ability to communicate effectively, build consensus, and empower employees will be critical to the success of the hybrid work model.
5. Communication: Open and transparent communication is essential throughout the change process. This involves keeping employees informed about the rationale behind the decision, the implementation plan, and any changes to policies or procedures.
6. Employee Engagement: Employee engagement is crucial to ensure a smooth transition and successful implementation of the hybrid work model. This involves actively listening to employee feedback, addressing concerns, and providing opportunities for participation in the decision-making process.
7. Technology and Analytics: The company needs to invest in technology and analytics to support the hybrid work model. This includes providing employees with access to necessary tools and software, monitoring employee productivity and engagement, and using data to inform decision-making.
4. Recommendations
Phase 1: Pilot Program (3 months)
- Select a pilot group: Choose a diverse group of employees from different departments and roles to participate in the pilot program. This will allow for a comprehensive evaluation of the hybrid work model.
- Develop clear policies and guidelines: Define clear expectations for remote work, including communication protocols, meeting schedules, and performance management.
- Provide necessary technology and infrastructure: Ensure that all employees have access to the necessary technology and infrastructure to work effectively from home.
- Train employees on new tools and processes: Provide training on new tools and processes that support remote collaboration and communication.
- Monitor employee performance and engagement: Collect data on employee productivity, engagement, and satisfaction during the pilot program.
Phase 2: Full Implementation (6 months)
- Evaluate pilot program results: Analyze the data collected during the pilot program to identify areas for improvement and refine the hybrid work model.
- Roll out the hybrid work model to all employees: Gradually implement the hybrid work model for all employees, allowing for a smooth transition.
- Continue monitoring employee performance and engagement: Regularly monitor employee performance and engagement to ensure that the hybrid work model is meeting its objectives.
- Provide ongoing support and training: Offer ongoing support and training to employees to ensure they are comfortable and successful with the hybrid work model.
Phase 3: Continuous Improvement (Ongoing)
- Gather employee feedback: Regularly collect feedback from employees on their experiences with the hybrid work model.
- Adapt policies and guidelines based on feedback: Make adjustments to policies and guidelines based on employee feedback and data analysis.
- Promote a culture of collaboration and communication: Foster a culture that values both remote and in-person collaboration and communication.
- Invest in technology and analytics: Continue to invest in technology and analytics to support the hybrid work model and improve employee productivity and engagement.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core competencies and consistency with mission: The hybrid work model aligns with GBS India's mission of providing innovative solutions to its clients while fostering a positive and inclusive work environment.
- External customers and internal clients: The hybrid work model allows GBS India to maintain its high level of service to external customers while providing flexibility and work-life balance for its employees.
- Competitors: Many companies are adopting hybrid work models, and GBS India needs to remain competitive in attracting and retaining top talent.
- Attractiveness: The hybrid work model offers a number of advantages, including increased employee satisfaction, improved productivity, and reduced costs.
Assumptions:
- Employees will adapt to the hybrid work model and maintain high levels of productivity and engagement.
- The company will invest in the necessary technology and infrastructure to support the hybrid work model.
- The company will develop clear policies and guidelines for remote work.
6. Conclusion
GBS India should adopt a hybrid work model that combines the benefits of remote work with the advantages of in-person collaboration. This model will allow the company to maintain its competitive edge, attract and retain top talent, and foster a positive and inclusive work environment.
7. Discussion
Alternatives:
- Fully remote work: This could lead to challenges in maintaining team cohesion and collaboration.
- Fully in-person work: This would limit employee flexibility and could make it difficult to attract and retain top talent.
Risks:
- Decreased collaboration and communication: The hybrid work model could lead to decreased collaboration and communication if not implemented effectively.
- Increased employee isolation: Some employees may feel isolated working from home, which could lead to decreased motivation and engagement.
- Security risks: The company needs to address security risks associated with remote work, such as data breaches and unauthorized access.
Key Assumptions:
- The company will invest in the necessary technology and infrastructure to support the hybrid work model.
- Employees will be willing to adapt to the hybrid work model.
- The company will develop clear policies and guidelines for remote work.
8. Next Steps
- Develop a pilot program: Implement a pilot program to test the hybrid work model and gather feedback from employees.
- Communicate the decision to employees: Communicate the decision to adopt a hybrid work model to all employees, outlining the rationale, implementation plan, and expected benefits.
- Develop clear policies and guidelines: Develop clear policies and guidelines for remote work, including communication protocols, meeting schedules, and performance management.
- Invest in technology and infrastructure: Invest in the necessary technology and infrastructure to support the hybrid work model, such as video conferencing software, collaboration tools, and secure remote access.
- Provide training and support: Provide training and support to employees on the new tools and processes associated with the hybrid work model.
By following these recommendations and taking a phased approach, GBS India can successfully transition to a hybrid work model that benefits both employees and the organization.
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Case Description
Group Business Services (GBS), a shared services organization predominantly based in India, provided support services to Koninklijke DSM NV (Royal DSM), a multinational corporation headquartered in the Netherlands, which produced nutrition- and health-related products. When the COVID-19 pandemic created a set of "new normal" circumstances for business organizations, GBS India, like many businesses, introduced remote working for all of its employees during the pandemic lockdown. The company experienced a series of challenges from March to July 2020. While some employees and managers offered positive feedback, many expressed doubts and misgivings about remote working. The challenges they reported compelled the GBS leaders to debate whether or not to continue remote working in the post-lockdown period. More importantly, they had to decide how best to establish a balance between employees' concerns related to remote working and the need to maintain business continuity in the context of the COVID-19 crisis. They needed to design the optimum working model for GBS India in this new-normal era.
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