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."
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 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.
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