ACHIEVING THE BUSINESS IMPERATIVE OF CREATING A GREAT PLACE TO WORK FOR ALL - INSIGHTS FROM INDIA'S BEST WORKPLACES IN RETAIL 2020
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Supported by Achieving the Business Imperative of Creating a Great Place To Work FOR ALL Insights from India's Best Workplaces in Retail 2020 Authored by: Sreemoyee Sengupta Co-Authored by: Priyasha Pandya Supported by: Ayush Khaitan, Praneet Tandon, Punit Goyal
THE RETAIL From the
SECTOR IN INDIA : LEADER’s desk
A MACRO-VIEW Basuri Dutta The logic fits fairly and squarely. Because
Vice President, Great Place to Work® India there is ample focus on Learning &
Development in these organizations,
Customer Service expert Damon Richards the people managers seem to be better
once said, “Your customer doesn’t care how equipped to deliver positive experiences to
much you know until they know how much their teams, which in turn favourably impacts
you care.” This gets reinforced yet again, the perception of impartiality of Managers.
through our Study of the Best Workplaces in
Contributes to 8% of India's India ranks second in The apparel segment tops
The Retail Industry in India has the
the list of organized sector the Retail Industry. A company may be the
10% of India's GDP workforce the 2019 Kearney Global
potential to drive far-reaching socio-
Retail Development segments at 33%, followed best in what they offer, but if the customer
by food and grocery at 11% doesn’t trust the company, it is worthless. economic changes by enfranchising the
Index™
Hence before selling the customer on the disadvantaged demographic segments
Sources: The Economic Times, offering, it is essential to show them that the like women and youth from economically
Livemint.com, company has their best intentions at heart underprivileged sections, into the main-
Kearney, IBEF stream economic system and make them a
and can add value to their lives. The Top 10
Best Workplaces in the Retail Sector in India valuable part of the economic apparatus of
the country. The frontline employees of the
OVERVIEW OF
are operationalizing this insight, by building
Trust within their respective organizations, Retail Industry who represent the largest
INSIGHTS FROM INDIA'S and their employees in turn build Trust with
their customers.
demographic group are mostly from the
economically and socially underprivileged
BEST WORkPLACES IN This year’s Study on the Best Workplaces in
backgrounds. A combination of factors like
the currently promising business model
RETAIL 2020 Retail saw some very interesting trends, the
key among which has been the significant
of Omnichannel Retail which can create
large scale employment opportunities in
reduction in the rate of hiring, given the the sector and a concerted effort by Retail
current slow-down in the Indian economy. Companies to create superior workplace
What is, however, pertinent to note is that experience for their employees can make
companies in the Retail Sector have shifted Retail a very attractive sector to work in.
their focus on developing the existing talent One envisions a day when young women in
by way of enhanced effort and investment in large numbers, from all parts of India, will
Part-time employees Fairness: An area The Best create a Learning & Development. have employment opportunities in the Retail
report a significant positively impacting the superior experience for Industry and they will become significant
increase in positive experience of traditionally their women employees Another noteworthy finding in this year’s contributors to the family income. It will not
experience marginalized demographic study has been the significantly enhanced only improve their economic situation but
groups quality of workplace experience, reported also potentially impact their social status,
by the part-time employees, over last year. as breadwinners for their families. Some
One of the key elements that is driving this of the Best Workplaces in the sector are
enhanced experience is a more favourable consciously working in that direction and
perception of ‘Impartiality of Managers’. The they are truly creating a GREAT PLACE TO
enhanced quality of employee experience WORK FOR ALL.
in several aspects of ‘Fairness at the
Workplace’ over last year, is even more
pronounced among the 10 Best Workplaces
in the Retail Industry.
2 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 3
All Rights Reserved. All Rights Reserved.
OUR INDIA’S BEST
METHODOLOGY WORKPLACES IN
for selecting the Best
Workplaces RETAIL 2020 - TOP 10
Every year, more than 10,000 the quality of employee experience
organizations from over 60 through our globally validated (Listed in alphabetical order)
countries partner Great Place to survey instrument known as
Work® Institute for assessment,
benchmarking and planning
Trust Index©. The survey helps
in seeking anonymous feedback
Barbeque-Nation Hospitality Ltd.
actions to strengthen their from employees and carries
workplace culture. Great Place to 2/3rd weightage. The second
Work® Institute’s methodology lens is called Culture Audit©, Hardcastle Restaurants Pvt. Ltd.
is recognized as rigorous and which is a proprietary tool of
objective and is considered as the Institute that evaluates the
the 'Gold Standard' for defining
great workplaces across business,
quality of people practices of an
organization, covering the entire
Infiniti Retail Ltd.
academia and government employee life-cycle. The Culture
organizations. Audit© carries 1/3rd weightage.
The Institute undertakes a Lifestyle International Pvt. Ltd.
Great Place to Work® Institute robust validation process on
invites applications from the data gathered through
organizations in the Retail Sector,
which are assessed and evaluated
the assessment process. The
cumulative score of Trust Index©
Marks & Spencer Reliance India Pvt. Ltd.
for being considered among and Culture Audit© determines an
‘India’s Best Workplaces in Retail’.
This year 32 organizations applied,
organization’s inclusion in India’s
Best Workplaces in Retail 2020. Max Hypermarkets India Pvt. Ltd.
representing the voice of 1,04,921 No individual or jury has a say in
employees - we have identified who makes it to the list – only
the Top 10. All these organizations
underwent a rigorous assessment.
employee feedback and quality
of people practice determine if an
METRO Cash & Carry India Pvt. Ltd.
As part of this assessment, the organization is a great workplace.
PUMA Sports India Pvt. Ltd.
organizations are studied through The Top 10 are being published in
two lenses. The first lens measures alphabetical order.
Titan Company Ltd.
Criteria for selecting the Best
Workplaces Walmart India Pvt. Ltd.
TRUST CULTURE
INDEX© AUDIT©
2/3rd 1/3rd
weightage weightage
An EMPLOYEE A study of the
SURVEY seeking PEOPLE PRACTICES
anonymous
feedback
4
4 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 5
All Rights Reserved. All Rights Reserved.
PARTICIPANT 32 104921 Table of
PROFILE companies
studied
employees
represented
Contents
01
21% Highlights of Workplace Culture in the Retail Industry
Women
38%
INDIAN Employees
MNC
62%
02
Making India a Great Place to Work FOR ALL
Category
03
What is the Part-Time Demographic Group Really Telling Us?
Years of Operations Employee Strength 04
What Differentiates the Best from the Aspirants?
50% 40%
05
% of companies
% of companies
40% 44%
30%
31%
30%
How do People Practices at the Best Workplaces Compare
25% with the Rest?
28% 28% 20%
20% 12.5% 12.5% 19%
06
10%
10%
0% 0%
The Way Ahead for the Retail Industry
Up to 10 years
11 to 20 years
21 years and
above
Less than 500
501 - 1000
1001 - 2000
2001 - 5000
More than 5001
07
About Great Place to Work® Institute
Age Profile of Employees Average Tenure of Employees
50%
45%
% of companies
40%
40% 30%
% of companies
30%
25% 24%
20%
20% 19%
12% 14%
10% 15%
10%
3% 3%
0% 0%
Less than 6
months
6 months – 1 year
1 year – 2 years
2 years – 5 years
5 years – 10 years
10 years and
above
Less than 25 years
26-34 years
35-44 years
45 years and above
6 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 7
All Rights Reserved. All Rights Reserved.
Especially over the last two years, our focus has
been on developing our internal talent. This is
a way through which we hope people will be
able to continue to build trust and confidence.
Between April 2018 and December 2019, 22%
HIGHLIGHTS OF
of our people have grown internally.”
WORKPLACE CULTURE Sutanu Chowdhury,
Senior Vice President, Human Resources
IN THE RETAIL INDUSTRY
at Max Hypermarkets India Pvt. Ltd. (SPAR)
The nine practice areas assessed by Great Interestingly, there is one group of
Place To Work® Institute are evaluated on employees who are expressing a significant
With contributors like foreign investment, manufacturing and other sectors is
five parameters. One of these parameters difference as compared to last year. Part-
entry of large Indian conglomerates, important for the retail industry to see
that the Best organizations in Retail 2020 time employees (forming about 10% of the
changing consumer trends and rising this growth, they have also linked it to
have been excelling at is ‘Integration’. employees represented) have reported the
purchasing power, the retail industry in the availability of money in the hands of
Through 'Integration' the Institute assesses highest increase in experience as compared
India (the second largest retail market in the consumers to make purchasing decisions.
whether the programs and policies of an to last year. With an increase of 8% of
world) continues to maintain its momentum. Additionally, they have shared that it is likely
organization are linked by a central strategic positive responses, this group has recorded
Factors like liberal retail policies, removal of to take at least another six months for the
theme and an overarching framework which a consistent 7.6% increase in positive
trade barriers and encouragement of foreign economy to blossom. They have gone on
is integrated into the organization’s culture. responses on all five dimensions of the Trust
investment are helping the retail industry in to highlight the impact and importance
Index© Survey as compared to last year. Is
India see stability in the current climate of of government support (including ease of
CULTURE this an indication that groups that may have
the economic slowdown. doing business across sectors) on the retail
AUDIT© traditionally been excluded from the larger
industry as well.
According to Kearney 2019 Global Retail organizational experience are now being
Development Index™, India ranks second While the economic slowdown started integrated into mainstream experiences? If
and remains a stand-out retail leader. The in high-ticket segments (like auto, real so, why is the same trend in experience not
GRDI also says that the retail industry in India estate and consumer durables), with the filtering into other demographic groups? Is
will account for 25% of India’s total organized consumption bucket having shrunk, it has this unique to the nature of the industry?
market and grow to 37% by 2030. The study now spread to sectors such as the retail
notes how in growing economies like China* industry as well. 82
and India, the future is likely to see a balance 86
between modern and traditional forms of All in all, 2019 was a mixed year for the retail
retail. Modern retail, especially, is expected industry. A logical expectation would be to
to grow at 18% for the next five years with see similar impacts on workplace culture
online retail - especially grocery - taking off. as well. However, the industry seems to
be defined by defying the odds. This year,
In light of these statistics, it may be India's Best Workplaces in Retail by Great
interesting to note that only 8% of the Place to Work® Institute represents the voice
industry is currently organized. In 2019, major of 1,04,921 employees, through which it is
players have struggled to keep themselves clear that 82% of employees report a positive Overall
Showcase of the Workplace to our Swabhimaan
in the growth chart. However, they expect experience at their workplace, bringing Trust Index © Grand Mean
Employees (inclusion of the differently abled) Part-Time
double-digit growth in 2020. the engagement levels marginally up from
Employees
those of last year (80% employees reported a Lifestyle International Pvt Ltd.
Experts are cautious. While they positive experience in 2019). 88
have highlighted that the recovery of With an objective of creating a sense of belonging 92
Hiring has been reported to have reduced among the Swabhimaan employees and to sensitise their
82 88 from 13% to 9% as compared to the previous corporate employees about the Swabhimaan Program, the
86 92 year. This finding is supported by efforts organization invited 50 of their Swabhimaan employees
80 86 from India's Best Workplaces in Retail from various stores to spend a day at their corporate
2020, who are investing around 24% more office. The program intended to help them understand
formal training hours than the Rest of the the value of their work towards supporting the whole
workplaces. organization. Often, these employees work in their
silos at the store and are able to converse with very few
* A recent study by Bain & Company analyzed the anticipated employees. Therefore, taking them out of their regular
effects of the coronavirus outbreak. The study mentions two environment and appreciating them made them feel Overriding Sentiment
Trust Index © Overriding looming challenges that the biggest retail industry in the world
valued and a stronger part of the organization. To aid in the
Grand Mean Sentiment faces - the first is a logistical bottleneck and the second is of
supply shortages. process, the organization also had translators join them on
Overall Best Rest
this day. A presentation about the organization was made Overriding Sentiment (Positive Responses of scores to the
statement ‘Taking everything into account, I would say this
to the Swabhimaan employees. The various benefits they is a great place to work.’)
can avail were explained to them, they were given a tour
Overriding Sentiment (Positive Responses of scores to the Trust Index© Grand Mean (Positive Responses of scores
statement ‘Taking everything into account, I would say this is of the office and they interacted with various teams. The across the core 56 statements of the Trust Index© Survey)
a great place to work.’) organization also conducted some fun activities to ensure
8 Copyright © 2020 Great Place to Work® Institute, Inc. itCopyright
did not feel like
© 2020 just
Great anytoother
Place Work®day at work.
Institute, Inc. 9
Trust Index© Grand Mean (Positive Responses of scores
across the core 56 statements of the Trust Index© Survey) All Rights Reserved. All Rights Reserved.
MAKING INDIA A WHAT IS THE PART-TIME
GREAT PLACE TO DEMOGRAPHIC GROUP
WORK FOR ALL REALLY TELLING US?
At Great Place To Work® Institute, India, of the company’s employee strength, should The demographic group of part-time employees, who have also marginally decreased as a
our vision is to make India a Great Place to not have a significantly different experience proportion of the total employees represented by the Great Place to Work® Survey in 2019
Work FOR ALL. We place a premium on the (Trust Index© score) from the average score (14% in 2019 to 10% in 2020), seem to be one among various demographic groups declaring
integrity of our Certification Program and of the entire organization. that they are having a rather different experience.
Best Workplaces lists and we want to ensure
that all organizations acknowledged for The important thing to note here is the With a Trust Index© Grand Mean Score of 86 (4% higher positive responses than the overall
creating great workplace cultures for their larger philosophy underlying the kind of scores of the industry), the part-time employees share that their best experience falls in
employees are accurately represented. experiences that Great Place to Work - the dimension of Pride. Their positive and consistent experiences in the dimensions of
CertifiedTM organizations are able to provide Camaraderie and Credibility are not far behind.
Our research shows that best workplaces their employees. Therefore, this shift in
ensure consistent experience for all their experience for part-time employees is 83 81 78
employees irrespective of their role, gender, exciting and intriguing at the same time.
87 85 84
level, tenure, and other demographics in
the organization. Therefore, when certifying Through this report, we analyse the
and recognizing organizations, the Institute implications of this shift – is it a glimmer
not only considers whether an organization of hope? What can all of us learn from this
has met the threshold on Trust Index© and shift? Or does this shift only reveal some
Culture Audit©, but also that it is a ‘Great harsh truths (apparent in the overall scores)
Place to Work FOR ALL’. In this criterion, any being imprinted into smaller demographic
demographic group that forms 10% or more groups?
Credibility Respect Fairness
86 83
88 87
Helping lesser privileged people find work through the Marks & Start Employability Overall
Programme Part-Time
Employees
Marks & Spencer Reliance India Pvt. Ltd.
‘Marks & Start’ is the global work placement programme for Marks & Spencer Reliance
India Pvt. Ltd. This programme helps people from lesser privileged backgrounds find
work. The candidates accepted for this programme receive coaching and support to
take part in a two or four week placement in an M&S store. They are given the support Pride Camaraderie
of a buddy as they learn more about the role and get real insights into the job. Some
candidates even get a permanent role at M&S. 86 92
This program intends to support the economically weaker sections of society and 78 83
helps support the livelihoods of disadvantaged youth. In India, Marks & Start was Part-Time
launched in May 2016 and the organization has since then supported 9 batches and 166 Employees 2020
candidates with 3-month internship in their stores. 16% of these candidates have been Part-Time
employed across their stores on company payroll. Employees 2019
Trust Index © Grand Mean Overriding Sentiment
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As compared to last year, part-time
employees seem to be rather positive about Part-Time Employees -
Insights into Some Strong
most experiences measured throughout the
Great Place to Work® framework. However,
their most significant shift in experience
seems to be in the dimension of Credibility. Sentiments
Among others, a 15% increase in positive
responses on the statement ‘Management's
actions match its words’ may be important
to acknowledge here.
The Fairness Factor
People here are willing to put in extra
Burnout High Trust High Trust
I want to work here for a long time.
Prisoners at
Culture Effort Work Retention
effort to get the job done.
At the same time, a more micro-level
analysis of the data from the part-time 5% 79% 4% 81%
demography tells us that their most valued
experience is the fairness they have
experienced in pay. The statement ‘People
here are paid fairly for the work they do’ 85 69 78 66
has seen the highest increase in positive Culture of
responses – from 69% in 2019 to 85% in At Risk Flight Risk Not Attached
74 67 Comfort
2020. This is also 11% higher in terms of
6% 8% 8%
positive responses as compared to the People here are Managers avoid 10%
paid fairly for the playing favourites.
overall population’s score on the statement. work they do.
Interestingly, this statement is from the
dimension of Fairness, an area that could be
challenging to significantly impact. Taking everything into account, I would say Taking everything into account, I would say
79 87 69 75 this is a great place to work. this is a great place to work.
In fact, part-time employees in the Best
Workplaces have also scored this statement
People here are Managers avoid
significantly higher as a demographic paid fairly for the playing favourites.
as compared to the overall score on this work they do.
statement.
Overall Reluctant Ambassadors
I’m proud to tell others I work here
Another statement under the dimension of Advocate
Fairness that seems to have significantly Part-Time Employees 2020
changed is regarding managers playing 5% 82%
Part-Time Employees 2019
favourites. Part-time employees have
reported an increase of 12% of positive Best 2020
responses on the statement ‘Managers avoid
playing favourites’.
Unattached Indifferent
7% 6%
Work atmosphere is very good in Barbeque Nation.
Taking everything into account, I would say
Everyone behaves like a family over here. this is a great place to work.
- Part-time employee at
Barbeque-Nation Hospitality Ltd.
Note - Due to rounding off to absolute
percentage value the total of % might vary
by 1 %.
12 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 13
All Rights Reserved. All Rights Reserved.
87 79
92 85
more positively than the overall population
Part-Time vs Other of women represented by this survey in the
Part-Time Employees - Part-Time Employees -
Demographics retail industry. Their biggest difference in
Men (2020) Men (2019) Grand Mean
positive experience as compared to overall 85 83 Overriding Sentiment
Full-time employees form 90% of the group of women lies in the dimension 93 88
represented employees of the retail industry. of Fairness, with the statements ‘I feel I
Their story of experiences, therefore, mirror receive a fair share of the profits made
those of the overall group. employees to travel between 6:00 am to
by this organization’ and ‘People avoid
9:00 pm only and ideally check-in to the
politicking and backstabbing as ways to get
The demographies that have reported a hotel by 9:00 pm. Late evening flights and
things done’ being experienced far more
more positive experience than the group of Part-Time Employees - Part-Time Employees - train options are to be avoided keeping in
positively by the women within the part-
part-time employees are those that are in Women (2020) Women (2019) mind the safety of the women employees.
time demography. These same statements
the age groups of 45 to 54 years and 55 years
have men within the part-time demography Here is another way to look at this As far as maternity benefits are concerned,
and older and those in the tenure ranges of
experiencing them at least 7% less positively information – in 2019, women scored higher the organization provides flexibility in
more than 15 years to 20 years and above 20
than the overall group of men represented. than men in the part-time group. This year, timings just before the employee goes
years.
men have increased significantly (by 8% on maternity leave and post her resuming
of positive responses) with women feeling from the leave.
Part-Time Voice: The Voice of 69 82 66 84 pretty much the same.
the Male Employee? Special Uniforms for Store Staff: Two sets
Themes in the comments that both full- of special uniforms will be provided to
However, another demographic group I feel I receive a fair share People avoid politicking time and part-time women employees pregnant women employees.
that tends to have the strongest voice of the profits made by this and backstabbing as ways have shared lean heavily towards industry
both overall and in the group of part-time organization. to get things done. challenges that prevent women from Through such practices, the organization
employees are male employees. actively, and in large numbers, participate in hopes to drive the importance of ‘Safety’,
the retail industry. These include challenges ‘Security’ and ‘Care for Employees’ within
Representation
72 79 70 77 with work/shift timings, safety and balancing the organization and thereby impact the
of Each retention of women.
Gender in the professional and personal life.
Population
21% 79%
Surveyed I feel I receive a fair share People avoid politicking
As a trend, it can be expected that after
of the profits made by this
organization.
and backstabbing as ways
to get things done.
Gender Diversity Women in the Best
the first few months of experience within Infiniti Retail Limited Another glimmer of hope is that Best
an organization, employees with about six Women Overall Part-Time Women
organizations have been able to create a
months to a year of experience generally The policies the organization currently has which have
Men Overall Part-Time Men marginally different experience for their
express a dip in positive experience. an impact on the retention and further advancement
part-time women workers. With women
Similarly, within the part-time demographic of women include:
too, employees with six months to a year The real story behind the reporting 89% of positive responses (as
compared to 86% of positive responses
of experience within the organization have increase in scores • Maternity policy
reported by male employees), women from
not reported as positive an experience as these organizations have been very vocal
While the male demographic group may • Policy on Prevention of Sexual Harassment at the
those within other tenure bands. In fact, it is about how safe and respected they feel
very closely mirror the overall experience Workplace
only one of the two groups within the part- within these organizations.
time demographic that has demonstrated of the industry largely due to their sheer
• Flexible work timings and work location
a drop in scores as compared to last numbers, one cannot help but wonder
preference as on request (for corporate office and
year. The other group that has shown a what the story would have been if we had a
regional office employees) and Women Power
significant difference in experience is greater representation of women within the
the ‘Professionals’. There seems to be a retail industry. While the Trust Index© Grand • Five and a half-day work week for retail shop floor With a view to increase the diversity ratio
decline in the overall industry scores for Mean for women employees in the part-time employees. within the organization and bring in a more
Professionals too. demographics have increased marginally
balanced workforce, Barbeque Nation has
from last year to this, in 2019 this sub-group They hope to ensure that their women employees been keenly hiring women employees at
Women employees in the part-time of part-time workers had reported an even get adequate rest and have time for their families and various levels, especially at the supervisory
demography have rated their experience far better experience than male employees. personal commitments, in turn leading to a healthier and managerial levels both at the outlet
work-life balance. and in support functions.
As a policy, they schedule the first shift for women With a view to empowering women, they
staff at stores to enable them to leave at a reasonable also hired a visually challenged candidate
hour and discourage them from staying back beyond a to manage the front desk at their corporate
specified time. Their travel policy encourages women office through an NGO.
14 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 15
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WHAT Credibility, as a dimension, tries to
understand the degree to which the 76 63 76 58
DIFFERENTIATES employees in an organization find their
management to be believable and
Difference - 13 Difference - 18
THE BEST FROM THE
trustworthy. Credibility of management is
built when the management does a good job People here are paid I feel I receive a
fairly for the work fair share of the
ASPIRANTS?
in terms of: they do. profits made by this
organization.
1) Communication, i.e. they listen to what
When analyzing the participating In fact, a considerable gap in the experience employees have to say and are easily
organizations in the retail industry this year, of female employees can be identified accessible to the employees; 82 68 88 77
three clear groups emerged. These are – between the Best organizations and the
Aspirant organizations. 2) Competence, i.e. they articulate and
enact the vision for the organization, Difference - 14 Difference - 11
• The Best (Top 10)
coordinate with resources effectively Everyone has an I am treated as a
• The Next and oversee the employee’s work. opportunity to get full member here
85% 75% Best Aspirants
special recognition. regardless of my
position.
• The Aspirants (Bottom 10) 3) Integrity, i.e. management walks the talk
Difference - 10 and is ethical in business dealings. Best Female Aspirants Female
This section focuses on the strides that the
Aspirants can make towards the Best. Highlights of the Of these three sub-dimensions, one of the
Positive Experiences areas where the Best organizations have Focus Areas for
While the overall average score for the Best
that Women Employees done exceptionally well as compared to the Aspirants to Begin to
organizations in the Retail Industry is at 86%
Have Reported in the
Aspirants is that of Integrity. The statements Bridge the Gap with the
positive responses, the Aspirants are not far mentioned below together attempt to
behind (at 78% positive responses). Best Organizations Best:
understand the sub-dimension of Integrity:
While the female employees in the Best While the Aspirants will need to critically
The previous sections of the report have
have spoken highly of the Camaraderie they assess the overall experience their women
focused on one aspect of inclusivity, 82 70 84 70
experience at their workplace, they report employees are reporting, the two areas of
where we have noticed a marked change
strong experiences in the dimensions of immediate focus could be:
in the experience of part-time employees.
Credibility and Fairness too. Difference - 12 Difference - 14
This section of the report brings us to a • Integrity: By focusing on the initiatives
rather contrasting aspect – the ability of Management delivers Management's
that demonstrate and communicate
on its promises. actions match its
organizations within this industry to deliver 87 86 that the management walks the talk
words.
an equal experience to both male and 76 76 and is ethical in business dealings, the
female employees. Aspirants could begin to arrest this critical
82 70 91 81 difference.
The great news for us here is that the Best
organizations in the industry have been able • Equity: The Aspirants could also enhance
to deliver an equal experience to both, male Difference - 12 Difference - 10
the experience of their female employees
and female employees. I believe Management is by immediately focusing on practices
management would honest and ethical
Average score lay people off only as in its business
(and the translations thereof) that focus
for Best Camaraderie Credibility a last resort. practices. on equity, impartiality and justice.
85% 86%
Best Female Aspirants Female
However, women employees in the Aspirant 80
70 Robin Sharma, Head of Department-
organizations in the industry report a Fairness, one of the five dimensions of Learning and Development at Infiniti
marginal difference in their experience from Average Score the Trust Index© Survey, talks about a just, Retail Ltd., tells us how interventions
those of the male employees. for Best (Female fair and equitable management which
Employees) are run across all demographics.
Average score treats all its employees equally and avoids However, even within them, the
for Aspirants Average score favouritism. programs are specifically designed
75% 79% for Aspirants
(Female for the groups. For example,
employees)
While it can be difficult to address this
they have specific programs
dimension, the Best organizations have been
Fairness consciously designed for women,
effective in delivering superior experience
for the differently abled and even for
by focusing on the area of Equity:
different kinds of roles. Interestingly,
he speaks fondly about their health
and safety practices, asserting very
Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc.
clearly that some practices are for
16 anybody and everybody! 17
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The practice area of contributing attempts Developing is an area that focuses on how
Women’s Resource Council (WRC) solutions for the advancement of to capture how organizations encourage organizations help employees develop
women employees and ensures their employees to give back to society by talents and grow within the organization and
Walmart India Pvt. Ltd. ongoing success. The key areas of way of corporate social responsibility. in their individual careers.
focus include driving initiatives that
Walmart’s Women’s Resource Council
aim at reducing hurdles in the life of
has three dimensions – Attraction, Hardcastle Restaurants Pvt. Ltd. METRO Cash & Carry India Pvt. Ltd.
women workforce –
Development and Retention
(ADR). They aim to pursue all three • M3: Marriage, Mobility & Maternity: “Giving back to the community Digitization of Kiranas
dimensions in various ways. The is a core value at Hardcastle and
members have a pivotal role to play as o Advocate for meaningful policy a foundation of its culture. As a With the advancement of technology,
Change Agents as they work towards changes to support women company, they collaborate with their changing customer habits,
the Women’s ADR strategy. This also during these three phases employees, franchisees, suppliers, and mushrooming of e-commerce
helps each member build and develop charitable organizations to create and platforms, traders lagged behind when
leadership skills and contribute o Drive the Buddy Program for support programs that help address it came to meeting the demands of
towards organizational success. The returning mothers the local needs and societal issues. the fast-paced technology-driven
Women Resource Council (WRC) is environment. Kiranas have to build
a step towards increasing diversity • Addressing unconscious biases not McDonald’s in the past had been a strong personal connect with the
in the company. It is a platform for just through a point in time training associated with the Nareshwadi customers and thereby need to keep
their women associates to Believe, but by a proactive engaging culture project that served over 550 themselves up to date with respect
Aspire and Inspire. A core team in underprivileged children from the local to inventory and various payments
the organization, the WRC formulates • Support the execution of Gender
Warli tribal community by supporting options to make the entire experience
and implements practical strategies/ Empathy/Sensitization training
them to meet their nutritional more customer friendly. To enable the
requirements. They also impart Kirana community to compete against
training in farming and cultivation modern retailers and e-commerce,
to enable them to be economically METRO Cash & Carry India Pvt. Ltd.
independent. has distributed POS machines which
provide smart, tech-enabled solutions
Apart from this, McDonald’s had also for everyday transactions.
joined hands with Muktangan, a unit of
HOW DO PEOPLE the Paragon Charitable Trust that runs
a pioneering educational programme
PRACTIcES AT THE BEST with an innovative model, working in
close partnership with the Municipal
PUMA Sports India Pvt. Ltd.
WORKPLACES COMPARE
Corporation of Greater Mumbai. Staff Movement to International
They have also partnered with several Locations
WITH THE REST?
NGOs across the country. Month on
month they engage with various NGOs Recognition of PUMA India’s talent at
across the cities they operate in to PUMA’s international stores is a matter
As mentioned in the methodology section of the report, each give employment opportunities to of immense pride. In the recent past,
organization participating in the Great Place to Work® assessment students who have completed their two of their marketing managers have
is viewed from two lenses. The second of these lenses is that of the 12th Standard and are above 18 years accepted offers from PUMA Dubai and
evaluation of people practices shared by the organizations. of age.” PUMA Salzburg.
These practices describe the philosophy of each organization and
help us understand the life cycle of an employee.
Upon evaluating the people practices for the Best organizations, Barbeque-Nation Hospitality Ltd.
we came across three practice areas where the Best have done
significantly better in comparison to the rest. These are: “Barbeque Nation has an interesting
practice which they call UDAAN. This
• Contributing initiative is focused on empowering
• Developing entry level employees from remote
villages with basic education (10th
• Collaborating Standard), and therefore, possibly low
growth prospects.
As an initiative to help & empower
them, Barbeque Nation has introduced
18 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 19
All Rights Reserved. All Rights Reserved.The practice area of Collaborating helps us
EEL - Education Employment understand how organizations involve their and have fun while doing so. teams or seek partners with specific
Livelihood. This is their way of employees in the decision making process skills. Individuals can also apply to
ensuring that their employees get a for decisions that affect their jobs or work This has helped unite employees with join projects that interest them. The
fair chance and equal opportunities environment. shared interests and cultivate a sense plans are evaluated on parameters like
to grow as they continue to work with of pride in working for a company business potential, alignment with
Barbeque Nation. which believes in fostering intellectual, Titan’s vision, values and business
Open House and Let’s Catch Up creative, and spiritual well-being of plans, and the execution ability of the
As part of the larger initiative of employees. As a result, the Clubs team involved. Identified teams get the
UDAAN, they have also introduced Infiniti Retail Ltd. have been a huge success amongst resources and the freedom to execute
UDAAN - Sab Pado Aage Bado employees who eagerly look forward their plans for a period of 12 weeks.
where their staff can study at a Cluster HR team members of Infiniti to their weekly Friday sessions, The resources provided by Titan
subsidized fee while simultaneously Retail conduct an Open House every practices and opportunities to share include:
working. Employees who get month (a focus group discussion in the updates with one-another. They also
through this program are rewarded absence of store management team) ensure that they remain connected • Office space specially created for
with a certificate in Food Retailing to collect feedback and suggestions outside office on private WhatsApp and by the teams, called Ignitor
from Tourism & Hospitality Skill about overall employee experience Groups. Labs
Development. and to understand issues being
faced (if any). The feedback/concerns Employees who are a part of such • Seed Funding
This initiative helps the under- are recorded along with actionable Clubs have also put on spectacular live
privileged team members stand tall points and shared with the respective shows and exhibitions during various • Mentoring and guidance by senior
among their peers and not only helps stakeholders. The Open House starts in-house events.” executives and external experts.
them grow within Barbeque Nation but with a status update on the previous
also beyond.” month’s feedback. During these 12 weeks, individuals
are released from their regular jobs to
Infiniti Retail also has an open work on their chosen project, while
Ignitor receiving their salaries. After 12 weeks,
communication forum – Let’s Catch
Up for the Support Office and Zonal in case the project does not take off,
Max Hypermarkets India Pvt. Ltd. Titan Company Ltd.
Office staff. The feedback/ concerns the employees have the assurance of
are recorded along with the actionable Ignitor, a unique program launched returning to their jobs. This eliminates
“Communicating with Confidence is
points and shared with the respective in 2013, aims to channel Titan’s any fear of failure. In its first iteration,
a program specially designed for the
stakeholders. If any of the suggestions employees’ entrepreneurial the project evoked a tremendous
professional development of front-
cannot be implemented, this is capabilities while reviving Titan’s start- response, with over 700 employees
line employees at Max Hypermarket’s
communicated during the subsequent up spirit. Employees submit business forming teams and submitting 800
stores. It is a certification program
sessions.” plans that could be taken up by the proposals. Three proposals were
which encompasses areas like English,
organization. This could involve new finally selected of which one has been
grammar, training for delivering
businesses or extensions of the current piloted as a new business venture –
delightful shopping experience to
businesses. Employees can apply in Taneira, Titan's newest venture that is
their guests (customers) at stores.
two stores strong.
Happy Clubs as part of Landmark
The content is delivered through Happiness Movement
various training methodologies like
role-plays, simulation, gamification, Lifestyle International Pvt. Ltd.
storytelling, experiential training,
classroom coaching, etc. This organization believes that
employees need downtime to pursue
The first cycle of the initiative has been passions and hobbies that they love.
completed and the eligible candidates Since employees spend a majority of
have been certified. CWC has given their waking hours in office, Happy
the organization wonderful results and Clubs have been instituted to allow the
the employees who participated in the employees to pursue their passion and
program have been able to apply their collaborate with like-minded people.
learnings in their day to day routine.”
Music Club, Art Club, Photography
Club and, most recently, the Wellness
Club have been launched as a part of
this initiative. Investments have been
made on equipment and resources
for each of these clubs to ensure
employees
Copyright can
© 2020 runPlace
Great theseto on their
Work® own Inc.
Institute, Copyright © 2020 Great Place to Work® Institute, Inc.
20 21
All Rights Reserved. All Rights Reserved.Take the first step towards
THE WAY AHEAD creating an effective wellness
FOR THE RETAIL program for your organization
INDUSTRY that fosters a healthy and
high-performance workplace
With hiring having reduced significantly in the last
year (from 13% to 9%), and organizations focusing on
culture.
developing internal talent, the retail industry may
run the risk of retaining the current demographic
representations. Will the voice of the retail industry
continue to be dominated by men?
The positive experience reported by part-time
employees in the retail industry is definitely a step in
the right direction. The criticality of the dimensions of
Fairness and Credibility in ensuring that a traditionally
marginalised group feels included and heard is a
notable learning from their experiences.
However, the retail industry will have to overcome some
inherent biases to ensure that it is truly inclusive. While
Fairness seems to have been a consistent differentiator
for women employees too, safety and respect are
aspects specific to the industry that women employees
seem to repeatedly value.
While the Best Workplaces show us that certain
measures go a long way in including women
employees in the industry, organizations now have to
prepare themselves to be conscious of and equipped
to manage the experiences of many other demographic
groups. Why should you participate in this
study?
With the Rest attempting to bridge the gap that they
may have previously had with the Best, this industry • Become part of the Best Workplaces for Health and
seems to be ready to learn and act on feedback. Wellness ecosystem to learn and share from each other and
lead the conversation on workplace wellness
Making India a Great Place to Work FOR ALL may not
be too far into the future…
• Employee Wellbeing is at the centre of driving high
performance. Understand your Workplace Wellness IndexTM
and Health QuotientTM
• Benchmark yourself against the best in your industry.
• Get actionable insights for your leaders and organization to
design an effective workplace wellness program that fosters
high performance.
To apply for the study and know more:
visit – www.workplacewellnessindex.com
To know more about the study, contact:
Ms. Asfia Javed (+91) 937 25 43 167
Asfia.Javed@greatplacetowork.com
22 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 23
All Rights Reserved. All Rights Reserved.Dr Ram Charan
(World’s Most
Influential
Nominate your organization
Consultant), for India’s Best Workplaces
Harsh Mariwala
(Founder, Marico)
Study 2020, and leverage the
& Dr. Santrupt opportunity to join the elite
Misra (CEO, Birla
Carbon & Director-
community of CEOs & CHROs
HR, ABG) in a of ‘India’s Best Companies to
discussion at the
Best Employers’
Work For’ and ‘India’s Great
Club Meet, June Mid-Size Workplaces’.
2018.
It all starts with Great Place to Work-CertifiedTM is the ‘Gold Standard’ organizations
Best Day 1: Study Mission getting Great Place
around the world aspire to achieve to showcase their great work culture
and enhance their employer brand. Every year, more than 10,000
Employers' One of the member organizations invites other to Work-CertifiedTM organizations across 58 countries apply to Great Place to Work® study
Club members to its facilities and demonstrates on Best Workplaces to get recognized and to obtain actionable insights
into formulating a winning people strategy.
how a better workplace culture is keeping their
employees and business goals driven. The
mission essentially focuses on how best people Through an objective, research-driven and globally adopted framework,
practices can be implemented effectively to your workplace culture will be assessed and on meeting the required
provide consistent experience to employees. criteria will be certified as a Great Place to Work. Once Certified,
Few of the past Study Missions were hosted based on the scores obtained in the assessment, your organization
by organizations such as Microsoft, Godrej has the opportunity to feature among ‘India’s Best Companies to Work
Consumer Products, FedEx, Intuit and Mahindra, For’, ‘India’s Great Mid-Size Workplaces’ and many other industry and
to name a few. category recognitions.
The Best Employer’s Club is an elite group of Day 2: The Strategy Meet
CEOs, CHROs and Business Heads of those How to get
All Business Leaders gather in a classroom-like
organizations that have featured in ‘India’s learning setup where few of the selected member Certified?
Best Companies to Work For’ or ‘India’s Great organizations present about their workplace
Mid-Size Workplaces’ lists, published by the culture and best people practices. These
Great Place to Work® Institute. The member strategy meets are fuelled with a lot of niche
and privileged knowledge; and brainstorming
CXOs come together in a series of regular
sessions on how people strategies can become
meetings for 2 days, once every quarter successful. In the recently held Strategy Meets,
across a year, to contribute towards creating point of views on people strategy, challenges and
a great workplace culture – a culture that measures for success were presented by leaders
fuels performance. such as –
• Dr Ram Charan, World’s Most Influential Select a 2-week Provide details about Meet our benchmark Obtain actionable
Consultant period to launch the your company’s for Certification and insights to formulate
Members meet four times a year to support Trust Index©, our programs and you’ll be eligible a winning People
each other in: • The legendary - Mr Tony Buzan, Inventor of globally renowned practices on our for more than a Strategy
Mind Mapping research based Culture Audit©. dozen additional
• Learning best practices, principles and
• Mr Rajan Anandan from Google employee survey. recognition
new ideas relevant in the current context opportunities.
• Mr Arun Maira (ex-Planning Commission, ex-
• Connecting to build supportive networks BCG)
with other leaders, and
• Mr Naushad Forbes from Forbes Marshall
• Raising the Bar for all organizations
• Mr Suresh Narayan from Nestle
on the most relevant practices and the
• Mr Deep Kalra from MakeMyTrip.com Visit www.greatplacetowork.in/getcertified or
business benefits of creating great
write to Bhavishya.Sharma@greatplacetowork.com
workplaces. Refer Page 25 to know how you can
become a member of the club.
24 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 25
All Rights Reserved. All Rights Reserved.CEO
As a Great Place to Work-CertifiedTM organization, you have
Get the opportunity to feature among the most credible Best
Recognized Workplaces lists in India and globally. Organizations are
CULTURE for Your
Great Work
recognized across more than 20 industries, types, sizes and
themes that matter to employees.
DASHBOARD Culture.
India’s Best Workplaces in BFSI 2020 APRIL 2020
Great Place to Work® Annual Calendar
Asia's Best Workplaces 2020 April 2020
India’s Best Companies to
June 2020
Work For 2020
India’s Great Mid-size Workplaces 2020 July 2020
India’s Best Workplaces for Women 2020 September 2020
India’s Best NGOs to Work For 2020 October 2020
World's Best Workplaces 2020 October 2020
India’s Best Workplaces in IT & IT-BPM
Employee Feedback is a proven lead indicator of business performance. We empower Business November 2020
2020
Leaders to manage their workplace culture by designing and deploying a dynamic Culture
Dashboard that provides answers to these Top 5 questions:
India’s Best Workplaces in
January 2021
1. Leadership Effectiveness Manufacturing 2021
Are my leaders shaping the right culture?
2. Employee Engagement
Is my culture engaging my employees to put in discretionary efforts? February 2021
3. Talent
Is my culture attracting and retaining the right talent?
4. Customer Engagement India’s Best Workplaces in Retail 2021 February 2021
Is my culture driving customer orientation?
5. Operational Effectiveness
Is my culture supporting our people to deliver our business goals & priorities?
REGISTRATIONS OPEN! Note: Since the lists are announced
throughout the year, there are process
By leveraging the power of continuous feedback, the CEO will be able to track the real-time BOOK YOUR SURVEY SLOT NOW! deadlines for each. Please reach out to
Visit www.greatplacetowork.in/get-certified or write to
correlations between culture and business and use employee feedback as an input to the broader Bhavishya.Sharma@greatplacetowork.com
us to know more.
decision-making framework.
26 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 27
For more information contact Basuri Dutta M: 98199 46992 E: Basuri.Dutta@greatplacetowork.com All Rights Reserved. All Rights Reserved.An integrated platform that enables Trust Impact has been a
great help for our managers
leaders and people managers leverage to create Action Plans to
actionable insights to craft impactful focus on their improvement
areas and reaffirm their
actions plans and measure employee strengths. The reference
pulse on the go. to best practices available
on the tool that are
helpful to design activities
customized to our needs.
In the journey to become a great workplace, listening to
the employee voice is critical and many organizations have
started doing it in a regular and structured manner. However, a Sterlite Technologies Limited
major challenge comes later - how to interpret the employee
voice and how to take action in a comprehensive manner.
Go beyond data.
Access actionable insights like
comparison with benchmarks,
areas of improvement and key
drivers of engagement.
Reporting Action Planning Platform to Launch
Platform Tracker Micro Surveys
With a focus on Empowering People Managers!
This is where TrustImpact™ comes in.
• It allows Business Leaders, People • It allows to take focused pulse checks to see
Managers, HR to go beyond the feedback if their action plans are working and course
data and access actionable insights. correct if required.
• It helps to prioritize what to action and • Organizational Leaders and HR have
supports in the action planning process by an oversight on what actions are being
providing best practices and suggestions taken across the organization and is the
from great workplaces. needle moving towards a great employee
experience!
28 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 29
All Rights Reserved. All Rights Reserved.ABOUT ABOUT
GREAT PLACE TO WORK® INSTITUTE RETAILERS ASSOCIATION OF INDIA
(RAI)
Great Place to Work® Institute is the global research from the work done with organizations belonging
and consulting authority on workplace culture, that to all industries and of all sizes. This is done to help
helps organizations identify, create and sustain High- organizations become a Great Place to Work® by
Trust, High-Performance Culture™ at their workplaces. recognising them through the Great Place to Work®
The Institute has crafted its perspective by learning Certification and thorough research based annual lists
from great leaders, surveying millions of employees, of Best Workplaces. The Institutes’ proprietary and
and examining thousands of best workplaces around globally validated framework is considered the ‘Gold
the globe. Great Place to Work® believes that all Standard’ in workplace culture assessment and is Retailers Association of India is the unified voice of Indian retailers. RAI
organizations can become great workplaces and endorsed by business leaders, academic scholars and works with all the stakeholders to create the right environment for the
hence, highly productive organizations, by fostering government organizations around the world. They have growth of the modern retail industry in India. It is a strong advocate for
trust within the ethos of their culture – referred as High- also adopted the Institutes’ models and methodology retailing in India and works with all levels of government and stakeholders
Trust, High-Performance Culture™. The Institute serves as a valuable way to measure and create great while aiming to support employment growth and career opportunities in
businesses, non-profits and government agencies in workplaces. The Institute partners with leading media retail, promote and sustain retail investments in communities from coast-
more than 60 countries and has conducted pioneering houses like Fortune in USA and The Economic Times in to-coast, and enhance consumer choice and industry competitiveness.
research on the characteristics of great workplaces for India to publish its findings.
over three decades.
The Institutes’ research shows that great workplaces are
Every year, Great Place to Work® Institute partners characterised by great leadership, consistent employee
with more than 10,000 organizations and analyses experience, and sustainable financial performance.
perspectives representing the voice of over 12 million These organizations are able to deliver a consistent
employees around the world. This helps organizations experience to all their employees irrespective of their
create and sustain a High-Trust, High-Performance role, gender, tenure or level in the organization. Their
Culture™. In India, the Institute partners with around leaders believe in the vision of creating and sustaining
1000 organizations annually to work towards the a Great Place to Work FOR ALL and role model being
mission of 'Making India a Great Place to Work FOR ‘FOR ALL’ Leaders.
ALL'. The Institute thrives on sharing insights gleaned
Better for People.
Better for Business.
Better for the World.
30 Copyright © 2020 Great Place to Work® Institute, Inc. Copyright © 2020 Great Place to Work® Institute, Inc. 31
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