Building High performing teams across cultures and aligning millennials to team goals

The fight for talent amongst the millennial workforce is heating up and the battle is fast moving to the CIO court. There is a growing onus on the CIO to attract and retain the free-spirited and independent millennial workforce as experimenting with new technologies becomes a key tactic to create that much needed stickiness. But, empowering the team and giving them freedom to fail is just one of the many tactics that CIOs are devising to keep their millennial employees energized and motivated.

In all my previous organizations like GE, Prudential and now Max healthcare, in order to create high performing teams, the essence is to keep the millennial and team members aligned to the larger vision of the organization. We need to help them find a sense of purpose which can give them satisfaction and help make a difference. Being from the Healthcare Industry, where the essence is saving lives, along with senior business leaders, we helped craft a larger goal like “Eager to Get you Home” for our patients to help the team find motivation.

As CIO, Prudential Indonesia and Global Digitization Leader for GENPACT for countries like Mexico, Hungary, China and the US, for me, the key was to understand the nuances of the country and culture and re-orient our approach accordingly in order to find the right balance and maximize synergies between individual and organizational goals. For example, in Indonesia, it was important to understand the virtue of patience and team work rather than stressing on individual achievements, unlike individualistic culture of countries like India and the US. Understanding of multi-cultural differences and treating each individual culture with respect is imperative in order to bring out the best from your team members.

“Similarly, in Max Healthcare we have the vision for patients to be able to go home healthier and faster, and I have tried to connect our millennial employees to that vision by creating transparent and usable business metrics for faster admission, billing and discharge, which can be powered through technology. This helps us to collectively achieve the larger goal of contributing to making lives easier and safer.

To create user friendly systems and reduce patient wait times, we have deployed applications like online portal registration, patient mobile applications, appointment queuing systems like Practo and online operational discharge dashboards to ensure patient admission and discharge processes can be streamlined and inconveniences minimized. Similarly, we need to ensure the systems are 100% available so no patient loses their life because of a system failure, which is a really big goal to have, and can really inspire the employees because they are able to actually make a difference in saving someone’s life.

I believe the kind of value that one can create in the healthcare sector sometimes far exceeds what any other sector can probably give to employees. The possibilities it opens up are immense and one can get a lot of satisfaction out of doing something well. For instance, introducing a good prevention mechanism using wearable devices or any other technology innovation could potentially transform the way healthcare is administered to millions of people in the country. This is something which can keep the millennials energized enough to find satisfaction in their workplace.

The millennial employees are far more confident, aware and ambitious, and it requires touching upon their sense of achievement, empowering them and helping them make a difference to the society at large which will help them stay engaged at the workplace.

We try to ensure that a more conducive work environment can be provided in the team and the employees are not constrained by the traditional business environment and bureaucratic processes for them to work effectively. For this we have enabled mobility tools and have been looking at new age collaboration technologies like Zoho, Facebook at Work, Office 365, etc., which would help keep the employees productive and engaged.

Also, constantly experimenting with cutting edge POCs which truly impact patient safety has helped keep the motivation levels in the team fairly high, for e.g. we have recently launched Point of care diagnostics for Smart bike ambulances in NCR where we have enabled cloud enabled logistics management and automated some of the clinical command center protocols. The target is to help reach medical aid to patients within 15 minutes using bike ambulances anywhere within NCR and using point of care diagnostics, save patient lives while a critical patient is being transported from their homes to hospital. Such innovative technologies give a huge sense of satisfaction to the employees engaged in such mission critical projects impacting patient safety.

The key is to remain flexible and embrace all cultures and new age perspectives of the millennial to remain relevant to both our customers and our employees. As the saying goes, in order to truly enable Customer First strategy in an organization, we first need to embrace an Employee First strategy so that we have super charged and motivated employees taking care of our customers. My goal and endeavor is to do just that which has been the mantra for me leading teams across geographies.

Sumit Puri, Chief Information Officer, Max Healthcare

This article is reproduced from GAVS’ enGAge magazine, June 2018 edition.

Improving Efficiencies Through Use of Predictive Analytics

While GAVS Technologies have used Predictive Analytics very effectively in its automation-led infrastructure management product that cuts across industries, in this article we will look at how the customers in different industries that are potential clients for GAVS can benefit from use of Predictive Analytics and the future trends in development and use of Predictive Analytics tools that GAVS and others will leverage.

In simple terms, Predictive Analytics is the technique of using past and present data in conjunction with machine learning and other statistical algorithms to identify patterns that is then used to predict the likelihood of future outcomes. Once the nature of possible future outcome is known with a fair degree of accuracy, necessary steps can then be put in place to address these outcomes and thereby improve efficiencies of the underlying operational processes.

Let us now look at a few scenarios where predictive analytics techniques are being used in situations that we come across in our day to day life:

  • Predictive Maintenance of Equipment: Reactive maintenance of equipment in the manufacturing industry or underground/underwater pipelines in Oil & Gas industry can be very expensive because once the components have failed the cost of replacing them and the associated downtime can prove to be not only costly but may also cause disruptions in providing services to the customers. Preventive maintenance, the process followed most widely today, on the other hand may not result in optimal use of the components as these components may need to be replaced well ahead of the end of their useful life, simply to avoid potential failure in future. Predictive Maintenance using predictive analytics techniques based on data relating to stress measurements, temperature measurements, acoustic emission measurement etc., on the other hand, can accurately guide the maintenance engineers to what components need to be replaced and when.
  • Risk Modeling: As the risk can come from many sources, predictive analytics techniques used with appropriate risk management algorithms can be used to analyze huge amount of data coming from all the sources of potential risk and then predict the best possible actions to mitigate the risks. Financial Institutions are using these predictive analytics techniques very effectively for fraud detection and prevention in addition to risk modeling etc.
  • Customer Segmentation, Retention and Lifetime value: Identifying the right market segment for a product can result in substantial savings in sales cost. Predictive analytics can identify target market segments based on real data and indicators. Predictive analytics can also identify signs of dissatisfaction in specific customer segments and help in putting remedial measures in place before it is too late. In addition, Predictive Analytics can help in identifying the customers who are likely to use the company’ products and services consistently over an extended period.

Predictive Analytics is thus the ability to predict, with a fair degree of accuracy, what will happen in future by combining real time, historical and third-party data. Options are now available for scalable cloud based ‘Predictive Analytics as a Service’ offering from several specialist providers.

With such widespread use of Predictive Analytics techniques across all industries, what are the future trends that the organizations may want to prepare to embrace?

  • Artificial Intelligence: The way we look at and interact with analytics and data management are being made lot more effective and powerful by usage of AI and Machine Learning tools. Real time alerts indicating the latest condition of machines or war ships can be generated by using these powerful algorithms on the data received from IoT sensors embedded in these structures, live dash boards replacing passive reports.
  • Prescriptive Analytics Tools: While Predictive Analytics techniques are mostly based on Artificial Neural Networks (ANN) and Autogressive Moving Average (ARIMA), a model that applies the data from the past to model the current data and predict the future; Prescriptive Analytics goes further into future and tries to recommend steps to be taken to achieve the desired objective by using techniques like recommendation engines, graph analysis and complex event processing.
  • Natural language Processing (NLP): NLP is changing the human-computer relationship by removing the barrier to usage of BI by common people. While there are still significant improvements to be made in natural language recognition, speech recognition etc., NLP will clearly help in improving productivity and give a competitive edge to the business users.
  • Multi-Cloud strategy: Businesses will more and more embrace multi cloud environment – combination of multiple private and public clouds, to reduce risks and increase flexibility, especially to cater to peak volumes, with predictive analytics playing a major role in this decision-making process – when to use which cloud environment.
  • Embedded and Collaborative Business Intelligence: Embedded BI and Collaborative BI enable “Self Service BI” for the end users where the end users can analyse and interpret data themselves without having to depend on IT teams. Here an intelligent BI tool or its features are either embedded into another application or multiple BI applications work collaboratively to enable the end users to set up “Intelligent Alerts” or share dashboards across the team etc.

Over the next few years, the predictive analytics tools will not only become more accessible, flexible and user friendly, but also context sensitive. We will see lot more tighter integration between Predictive Analytics tools and IoT, specific BI applications that cater to specific industries and niches, more data visualization, and more flexible customization that will enable not only more flexible customization but also individualized attention.

Arup Gupta, Strategic Advisor and Business Partner at GAVS

This article is reproduced from GAVS’ enGAge magazine, May 2018 edition.