Firstsource

Firstsource

Firstsource – a leader in the business process solutions space serving more than 100 global businesses – was looking to democratize automation through citizen development so that anyone in the workflow could identify opportunities and then design and build their own automated solutions.

In addition to upskilling technical expertise, they were keen on changing mindsets through steady mentoring. We were able to collaborate and develop a proprietary Automation League training methodology, to help citizen developers identify which gaps Robotic Process Automation (RPA) can fill. This curriculum harnesses motivational techniques around the cumulative power of small changes based on Stanford behavioural scientist B.J. Fogg’s model of creating tiny habits.

Participants used our Magiq Spark mobile journaling app to:

  • Identify and prioritize bottlenecks in processes
  • Develop positive ideation habits
  • Get quick and constructive support from mentors
  • Develop storytelling skills to present ideas internally and persuade others of their worth

The app uses gamification techniques to reward and kindle consistent behaviour. As people were equipped with the tools and skills needed to identify opportunities and then design and build their own automated solutions, they were able to add large-scale value to internal processes by reducing errors and freeing up time, generating more opportunities for innovation and higher revenues.

Detailed Case Studies from Firstsource

Interview with Firstsource CDO

Award from UIPath

Recent Insight

HiPoHa® Framework

HiPoHa® Digital Transformation & Behavior Transformation Framework
Our patent-pending HiPoHa® (High Performance, Happily Achieved) framework helps you and your team achieve your ambitious Digital Transformation outcomes.

Fractal Routines

Fractal Routines [the subject of our patent (pending)]
Through our research and experience in neuroscience, cognitive psychology, behavioural sciences and transformations, we have devised Fractal Routines (inspired by fractals in Math). When routinely applied in a certain order, it leads to immediate and transformative impact. Fractal Routines need just 10 minutes a day, but enable 10x better results compared to traditional methods.

Extreme Pivot ®

Extreme Pivot® is the cornerstone of our approach, and needs to happen for innovation, and ultimately transformation, to take place. The central insight here is that a big rip-and-replace-program is not a prerequisite for transformation. Our work shows that Digital Transformation is a two-step approach: a Zoom In and a Zoom Out.

Recent Case Studies

Firstsource

Firstsource – a leader in the business process solutions space serving more than 100 global businesses – was looking to democratize automation through citizen development so that anyone in the workflow could identify opportunities and then design and build their own automated solutions.

Cognizant

When a Digital Technology Office was set-up in Cognizant, one of the main objectives was to create Digital Leaders throughout the workforce, irrespective of role or designation. While a Digital Leader needed to know how to make the most of the technological capabilities to drive innovation and transformation, one of the key asks was also to ensure that any new skills acquired were utilized in the day-to-day practice.

Health Care Firm

Our CQA® fractal has proved to be an effective tool for a health care firm to increase productivity, efficiency, and quality – freeing up team members’ time for more valuable tasks that have propelled them to become partners at a strategic level. All this also came at almost no additional investment.