A global IT solutions organization based in India, NIIT Technologies was widely viewed as talented and reliable. For years it was trusted to deliver well on clearly defined Service Level Agreements. But by 2012, NIIT Tech needed to deliver more than predictability. Expectations were changing rapidly. Customers “did not know what they did not know” – and needed technology partners to advise them on problems, solutions and even innovations not yet imagined or understood.
NIIT Tech’s leaders knew that a fundamental shift in employee thinking and behavior was needed. Employees were not accustomed to thinking innovatively, and only a revolution that included every employee in every location at every level of authority would change this reality.