Last week I got an opportunity to listen to Sandeep Dhar, CEO of Tesco Hindustan Service Centre (HSC) on how Tesco
Idea qualification: At Tesco, like everywhere else, every idea needs to have a business case which typically means cost saving for an idea from HSC. However, at Tesco, it needs to meet two additional criteria: One, it should improve or maintain customer experience. Two, it should simplify or at least maintain employee work complexity. Several ideas end up getting dropped for not meeting these criteria.
Continuous improvement track: Small ideas are taken seriously at Tesco. In fact, if an idea can reduce average time taken to handle a customer at the TIL by one second, it saves the company 2 million pounds a year in
Another team in
Problem solving track: This is the track where the businesses are asked to share some of their chronic problems. Tesco
In-store work experience: All managers in
Retail test lab: In 2007, Tesco HSC established retail test lab where recreated all hardware environments that exists in different Tesco stores. For example, sales counters and handheld devices etc. When IT develops a software it is tested in this simulated environment which improves the reliability of the deployment.