Building Winning Partnerships

About the Book

The book draws upon the Out Source Service Agents Programme that was launched in Xerox India in 1998. It covers the transformation of a group of Service Technicians with no background of business into successful entrepreneurs. It captures their fears and challenges as they set off on an unfamiliar journey and how they gradually learned the ropes to become successful business men .There were failures and setbacks for some and successes for others. The book is a factual assessment of the programme, covering more than a decade since its launch. The book covers what makes for good programme management and successful outsourcing of service operations through in- depth studies of thirteen of the early adopters of this programme. Each story provides rich material for use as case studies in training programmes and is also very good instructional material for those involved with customer services and outsource programme management. The book covers some of the issues that led to less than acceptable results from the company’s perspective and how these could have been avoided.

About the Author

Hari is a Business Leader, Mentor and Executive Coach with a long track record of achievement, developing high performance teams and mentoring team members who now hold responsible positions in several leading companies. Post a very successful tenure in the corporate world, where he held key positions such as, Executive Director in Xerox India and Executive Vice President in HCL Infosystems , he has embarked on a new innings where he is deploying his skills and experience for assisting young professionals and entrepreneurs as an executive coach, management consultant and for conducting leadership development programmes. He partners with like minded individuals and organizations on projects of interest. Hari is an alumnus of the Indian Institute Of Management, Bangalore, India and the College of Engineering, Guindy, Chennai, India. During his tenure in Xerox India, he rolled out the Customer Service Outsource Agent Programme and had a ring side view of the successful roll out of this path breaking programme. He is very well qualified to document the individual stories of the early adopters, the challenges and all that went into the successful roll out of this programme. Hari is an avid cyclist and is interested in photography, philosophy and travel. His first published book “The Unforgettable Decade”, is an account of the thrilling experiences he has had on his travels across the globe. .