It was during my stint with Cognizant when we lost our client to TCS in an RFP process. We were supposed to handover the projects to TCS resources via KT’s. However, due to lack of resources and some internal disputes among TCS management, resources were unwilling to lead the project and were not participating in KT process. Because of which project deliverables were getting seriously impacted and hence it resulted in major escalations. My client was Lloyds Banking Group (UK) and I couldn’t tell them the ground reality and had to take the entire blame on me. Although my management was with me but we were struggling to cascade the problem to the client. After that I came up with an idea where I prepared a checklist in which I took sign offs of all the project related documents from all the respective stakeholders and I shared it with the TCS resources. I also took permission from my management to invite the stakeholders for the KT calls. Because of these actions, project was again back on track and things started getting better. Since there were major escalations from the client, this matter got disclosed in front of client where my senior management explained the entire fiasco to which both the client and my senior management appreciated my effort to lead the project in tough times and handed me a “ CUSTOMER CHAMPION ‘’ award for my seamless quality of deliverables.
One will always encounter various challenges in his life. This is inevitable. But what matters is how do you treat it. Do you treat it as a threat or an opportunity is totally up to you. This was the first thought that struck my mind when the escalation happened. And hence I got motivated that this my chance to prove my mettle to management that yes they made a right choice of recruiting me.
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