Creating a knowledge management methodology at Tata Business Support Services Limited (TBSS)

Abstract

TAS, formerly known as the Tata Administrative Services, was conceived by JRD Tata in 1956, the late chairman of the Tata Group. He aimed to create a talent pipeline of leaders who would steer the Group companies and make them stronger - fortifying the Tata Group as well as contributing to nation-building. Today, TAS is the premiere leadership programme in the country and has equipped almost every industry with top-level leaders and pioneers. TAS’ strength lies in that it provides cross functional opportunities across industries, companies and geographies, international exposure,opportunities for professional growth, and lifelong career mobility. Perspectives are broadened and minds are molded as these future managers get to interact with the topmost leadership of corporate India. TAS managers are thus, on a fast track programme of career growth and leadership development[1]. Tata Business Support Services Ltd (TBSS) is a wholly owned subsidiary of Tata Sons, providing outsourced contact center services to large telecommunications operators, Internet service providers, DTH service providers and online travel agencies amongst other domestic (Indian) and international clients. TBSS is among the largest third party outsourced customer service providers in India, serving domestic as well as international customers. With state-of-the-art facilities across nine global delivery centers that accommodate over 4000 seats and 10000+ employees, TBSS is among the rapidly growing contact centers globally. TBSS provides inbound and outbound services (voice and non-voice) to its clients in English (for US and Indian geographies) and 14 regional Indian languages from its Indian centers. The centers in the US offer inbound customer care services, email support, cross-selling and up-selling services to the leisure and corporate travel business units in the travel domain.