Case Histories


The Client: Genpact is a global leader in business process and technology management offering a broad portfolio of enterprise G&A and industry specific services. The company was established in 1997 as part of the General Electric Company. In 2005 Genpact became an independent publically traded organization with $1.1 billion annual revenues. It now has more than 42,000 employees in 13 countries.  

The Challenge: Take Charge worked with the new leader for Latin America operations assimilating her leadership team and defining the growth strategy for 2010. The team was made up of individuals who had been in the Juarez, Mexico and Guatemala operations for several years and generally functioned independently from the larger Genpact enterprise. The organization had not been meeting its financial or customer targets. 

How the Challenge was met: The 3 day Assimilation and Strategy Formulation session was held off-site in El Paso Texas with the leadership team (Finance, Information Technology, Human Resources, Marketing, Sourcing and Operations leaders) in December 2009. The expectations for the session were to connect the individuals to create a cohesive team who would articulate their objectives and focus for the next 12 months.

Outcome: As a consequence of that session, Genpact Latin American Operations:

  • Identified 5 specific initiatives for 2010: financial, customer, process, people and compliance goals which included a profitability goal, milestones and time lines. Eight months later, September 2010, these initiatives had been met or exceeded the goal/target.
  • The business is exceeding financial targets, in a more streamlined and efficient organizational structure with improved customer satisfaction scores. 
  • As a consequence of the session and the follow-up work, the business is definitely connected to the broader organization and works in a more cohesive manner.
  • The organization has improved the overall quality of leaders and flattened the organization. 

Why Take Charge: According to M. Korthuis, SVP South American Operations, “this was the entire package, from preparation, through the event and the wrap, Take Charge was thoughtful, challenging us, documenting our actions and commitments, and “being there” with me and group was extremely valuable. The outside in perspective helped us see things we had not seen, balancing the needs of the group and sticking to our agenda. We are looking forward to the next engagement.”