By Venu Gopal Rao
Corporations worldwide understand that there is a constant need to devise high productivity, high quality, cost effective solutions to sustain business profits. One such initiative being driven by IBM Corporation is the Right to Left Strategy in one of its Delivery Centers in Bangalore. The objective is to move work from high end resolver teams towards the helpdesk to ensure quicker resolution of end user issues and increased customer satisfaction. Critically, the savings are derived out of doing a 3rd level job by 2nd level personnel, so savings in terms of billing for the same work. More so, this gives the people working on 1st level a definitive career progression path and a potential salary raise around 15 to 20 percent. So, it is a win-win strategy - for people and organisation.