The Problem
This company had successfully developed a great brand image in terms of manufacturing and exportation, but had become victim of its success. The organization was operating in an almost informal way — employing people on the basis of experience not expertise, running manual operations and using WhatsApp for communications, and making gut-based decisions.
As the leadership here knew very well, they had been expanding, but not in a systematic way. What the organization needed was some guidance and professional systems.
"We were growing, but not in a structured way. We felt the need to bring direction into the organization and that's when we approached GatewaysGlobal. They helped make it happen."
- Managing Director
The Approach
GatewaysGlobal created a transformational journey of 15 months with a focus on creating clarity, structure, and systems. The engagement was provided through a change management partnership involving weekly interactions.
Phase 1: Setting the Course
The first step was to outline the vision, mission, and value systems of the organization. This provided the organization with the same long-term direction and paved the way for future changes.
Phase 2: Creating Organizational Structure
GatewaysGlobal developed an organizational structure for itself. For the first time in its history, GatewaysGlobal had a concrete definition of roles and responsibilities within the organization for all the employees, including the directors.
"In businesses like this, the focus is not just on introducing systems, but on helping people understand and gradually adapt to them. Once clarity comes in roles and direction, alignment starts to happen naturally."
— Sheela Warrier, Senior Consultant, GatewaysGlobal
Phase 3: Developing an HR Ecosystem
An HR team was set up for the first time ever to include the following HR functions:
HR Policies
HR Compliance Frameworks
Human Resources Job Architecture & Bands
Recruitment and Induction
Human Resources Competencies
Job Descriptions
Phase 4: Motivation for Performance
A KPI-oriented performance management and MIS review process was adopted, aided by daily coordination, reviews, and evaluation processes.
"A continuous review of performance with respect to MIS and KPI helps visibility, making decision-making easier for management."
Phase 5: Empowerment
Employee empowerment efforts were made in the form of training, focusing equally on skills and will, and conducted by coaches who were trained. Additionally, employee engagement activities like townhall meetings, Company Star, and Company Champion schemes were undertaken.
Phase 6: Systematization
The changeover from manual processes to automated processes was made using Google Sheets and Tally ERP, with extensive training and orientation.
"The idea was to introduce changes in a way that the team can follow and sustain, rather than making it too complex at once."
The Transformation
In 15 months, business has seen a fundamental change in four very important aspects:
Before | After |
|---|---|
Hiring based on experience | Hiring based on competency with detailed job descriptions |
Undefined roles with informal reporting | Defined roles with accountability at all levels, even directors |
Manual systems with WhatsApp communication | Smart systems using Google Sheets and Tally ERP |
Unclear reviews | MIS-based and KPI-driven evaluation |
"Today, every employee including us as directors has clear responsibilities and KPIs. Everyone knows what they are accountable for."
- Director
Results
The effects of the engagement were evident throughout all organizational layers:
✓ Strategic Clarity – The establishment of a five-year strategy with congruent vision, mission, and core values
✓ Organizational Structure – Professional reporting systems and governance structures
✓ Accountability – KPI-led performance culture with accountability at all levels
✓ Human Resources Management - For the first time, a professional human resource management function with policies and compliance in place
✓ Talent – Experienced professionals in their areas who possess relevant knowledge
✓ Capability of Employees – Programs aimed at improving skills, mindsets, and team cohesion
✓ Engagement – Recognition schemes boosting confidence, loyalty, and motivation among employees
✓ Process Management – Digitalization of the processes and elimination of inefficiencies to save time
✓ Management – Monthly MIS meetings to discuss important data to drive decision-making
✓ Business Stability – Structure and stability in internal workings that would help navigate through external instability as an exporter
"Now we have clarity on performance, numbers, and direction. That visibility itself has changed how we operate."
Client Feedback
Net Promoter Score (NPS): 9/10
"GatewaysGlobal has helped us become more organized and has given us a clear direction and way forward. This engagement marked the beginning of our five-year planning journey. Even though we are currently facing several external challenges as an exporting company, this internal structure has helped us remain stable and move in the right direction." "One of the strongest supports from GatewaysGlobal has been in bringing accountability across the organization. With clearly defined roles, job structures, and KPIs, every employee now understands their responsibilities."
"Recognition made a real difference. Employees feel more confident and connected to the organization."
-Director
Next Steps
Having completed phase 1 – the business is well set as a structured, professionally run, and scalable entity ready to grow, there is clear commitment to continuing the collaboration and executing the five-year strategy.
"We see this as a long-term association. As we move forward with our five-year plan, we look forward to continuing this journey with GatewaysGlobal."
-Director
GatewaysGlobal works with emerging companies to create scalable people and business systems from the ground up.
