Page 2 - Dash of SPiCE (September 5, 2018)

COO HOLDS FIRST TOWNHALL IN PH:

KEY MESSAGES TO TAKE - AWAY

Focus on Delivering High He therefore challenged everyone:
Level Performance “I want each one of you to go back to
your desk and look at your process. Is
We are delivering well in general and the process that I am doing it the most
our clients seem to be happy. But when
appropriate way? Can I change it?
we look at our numbers, they don’t tell
Can I change it for the better? Can I
the same story because we only deliver
change it for the better by using
89% of SLAs. This means that 11% of the
different techniques? Can I change it
SLAs in the business are impacted by
non-performance which eventually for the better by using different tools?
reduce our client satisfaction, revenues And the answer will come back to you. I
A few days shy from celebrating his first month in office, and profitability. don’t need you to bottle that up.
SPi Global COO Prabhakar Bisen held his first Townhall
addressing a visibly excited audience comprised of So, we should improve our level of Talk to your friends, think about the
employees from our three Philippines sites, Parañaque, performance and look at the 11% that solution and I’m sure we’ll be able to
Laguna and Dumaguete. Starting off with an afternoon we are not able to deliver. Findings are change the process for the better. And
greeting in clear Filipino and Visayan that stirred the that a third of it comes from clients that’s what’s going to help us drive the
themselves but the rest is because we
crowd, Prabhakar talked about joining at an opportune have failed to deliver for many reasons. improvement in margin.”
time and therefore being in a position to influence some of Our goal is to move from 89% to 91% by
the needed changes in our organization. He spoke about the end of September, and we can Focus on Technology
our company being in the process of reinventing itself, of make this happen by working together. Prabhakar is impressed with the number
being on a journey that he would love to be part of, This requires us to put much more effort of tools we have in the business and we
working together with the employees to becoming the in terms of quality checks, performance, need to make sure these tools are used
best, the biggest and the most valued publishing and resourcing, worktime, etc. appropriately in every situation but that
content technology services company in the world. isn’t always the case. His direction is for
Prabhakar’s talk delved on how we can achieve this goal Focus on Solving Issues us to challenge our technology team
and here are summaries of his remarks for all of us to think “Something we need to learn and start and say “give me the tool, which I want
about: practicing from today onwards, is to talk for the business”. Let them be
challenged with the question of “we
about issues without any inhibition. If you
want a tool” instead of you sitting and
have an issue in your business, if you
saying that you don’t have a tool. We
have an issue in your team or in your
need to focus on getting the cost right
process, talk to your supervisor and your
by improving the process or by using
supervisor will talk to their supervisor and
automation.”
they will eventually bring it to the leader-
ship. We are all here to solve your
Prabhakar ended his talk encouraging
problems. If you don’t talk about it, we
everyone to subscribe to one goal.
won’t know what the issues are.”
“I want each one of you to feel as I feel,
Focus on Keeping our that we would build the most valued
publishing
and
services
content
Cost in Control company in the world. We are the
biggest so far, we want to hold that
“We can spend on this, we can’t spend
position, and at the same time, we want
on that and so on and so forth. But all
to be the most valued as well. So each
that is a function of how much money
one of you should wear the pride that
we are bringing from our business. All
you are part of the biggest and the best
that money which we get to spend on
in the world. It has to reflect in the kind
different things come from the profits we
of work you deliver.”
earn from our business. So obviously,
there has to be a focus on profitability.”
Prabhakar emphasized that we need to
focus on margins in the business and the
way we can do that is by making sure
we keep our cost in control, save money
by doing work better, looking at
automation, etc.
SPi employees fielding Prabhakar
with questions during the Townhall.
%11 JQNFU ƒTUV 6QYPJCNN KP 2* -G[ OGUUCIGU VQ VCMG CYC[ Ů 5GRVGODGT 2
of