Addressed TCS' moment of truth by setting up tech writing practice

1989-1996 Tata Consultancy Services (TCS)

TCS' Nirmal Jain PhD gives an award to Pradeep Henry, 3 decades ago. Then IEEE published Henry's profile. And JP Abraham, VP Human Resources, TCS wrote, "I was proud to read your profile in the IEEE newsletter March/April 1994."



CONTRIBUTION CHART

SITUATION: TCS was India’s #1 IT company but its newest bunch of customers – IBM labs worldwide – expressed total dissatisfaction with TCS’ user manuals and other content (which needed to be good because user interfaces back then were hard to use)
EFFORT: Upgraded TCS’ copyediting group into a technical writing group that improved TCS' software practice

INTRAPRENEURSHIP: Set up a technical writing group at TCS Chennai and provided training and content for TCS India-wide.

OUTPUTS: 1. Trained teams. 2. Method integrated into software practice. 3. Training materials. 4. Handbook for practitioners.

OUTCOMES

CUSTOMER OUTCOMES: Dissatisfied IBM labs praised TCS for high quality user manuals, online Help, and other content

FINANCIAL OUTCOMES: TCS retained its dissatisfied customers

SUCCESS: TCS delivered better customer satisfaction and possibly gained a slight competitive advantage
EVIDENCES: IBM Praise | TCS Praise | IEEE | TCS Newsletter | Team for IBM | Practitioner Handbook | Practitioner Training | Techie Training

ABOUT THIS CHART: Generated with an app that uses Pradeep Henry's MyContribution™ framework