Innovation Journal - Cognizant

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REINVENT - THE REAL DEAL Article 19 The Real Deal: Sukumar Rajagopal on a CIO’s Pursuit of Employee Delight “When all think alike, then no one is thinking.” - Walter Lippman 131
REINVENT - THE REAL DEAL 3. Some applications were slow, especially when accessed from locations far away from our data centers. “Sometime in 2010, June to be precise, I became CIO of Cognizant (Nasdaq:CTSH). Soon after starting on the new job, I checked with our top management (CEO, President, Group Chief Executive) on the primary goal of IT at Cognizant. They unanimously said, IT should strive to produce “associate delight” (we call our employees associates). On behalf of the team, I accepted this goal as a key element of the IT charter – blame it on my newbie naïveté :) When I checked with other CIOs on this, they were highly skeptical. They said it is impossible for a corporate IT department within a Fortune 500 firm to produce associate delight through software applications. It seemed impossible indeed, but we were not deterred. My team and I began our odds-against journey by discussing with associates across the globe about the state of Cognizant’s IT systems and identified five major problems: 1. Confusing navigation. There were just too many steps to reach the target screen. Developed by different groups, each application had its own multi-level menu structure. Lack of a common taxonomy further complicated usability. 4. Each application had its own URL and required a separate login. Sometimes, one application had many URLs. Bookmarking could never keep up with this. Most importantly, new associates could never easily figure out which application was available at which URL. 5. All applications were generating huge volumes of email alerts to keep the workflow going. This resulted in tremendous e-mail overload. Our timesheet application is a good example that illustrates the set of problems we identified. Every fortnight, associates have to fill out their timesheets. In order to do that, they had to: 1. First log in to a URL that housed timesheet functionality. 2. Select a timesheet option from 25 alternatives listed on the landing page. 3. Then, on the next page, click on the “Create Timesheet” button, which is the only field on that screen. 2. Each screen had too many fields, which frustrated users. Users had to go through several hours of training to use the key applications. 4. In the next page, use a calendar control to select the period end date for the timesheet and then click “Add.” 132
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20 12 Innovation Journal The future
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THE FUTURE OF WORK This is the 15%
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“Genius is infinite painstaking.
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RETHINK - MUSTANG.NET Enable custom
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Article 03 Cognizant Intelligent In
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RETHINK - CUPID Article 04 Cognizan
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Page 145 and 146: Cast The Actors Dealer Daily Sabapa
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