Generations at TCS: Ever Changing Workforce

Generations at TCS: Ever Changing Workforce

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Tata Consultancy Services’ (TCS) Business Process Outsourcing (BPO) division faces the challenge of retaining their Generation-Y employees, with seven out of a thirteen-person team quitting within a month. Workforce dynamics in the BPO industry in India are a high growth area and employees often have offers from several respected competing firms. In particular, the thriving industry has a great impact on Generation-Y in India, which makes up an increasingly large share of the workforce. To this end, TCS has made significant efforts towards both engaging their Generation-X employees and retaining their Generation-Y employees — leaving the human resource head, Jagdish Chaudhari wondering what more needed to be done after this latest episode.

This case aims to help students understand the challenges of managing age- related diversity in the workplace. At the end of the case, students should be able to articulate concepts relating to generational diversity and specific attributes unique to Generation-Y in India. They should be able to analyse organisational problems using major organisational behaviour theories, and put organisational behaviour theories into practice to address the key question in the case.

Inspection copies and teaching notes are available for university faculty. To receive an inspection copy and teaching note, please email cmpshop@smu.edu.sg with your registered faculty email ID and a link to your contact information on the faculty directory at your university as verification. An inspection copy and teaching note will then be sent to your faculty email account.