A bridge to Stockholm: Tech Mahindra's Tryst with a Swedish Customer

On February 23, 2016, Dinesh, the delivery manager of Tech Mahindra Limited’s (TechM) Saab India Technology Centre (SITC) at Hyderabad, India, was reviewing the progress of manufacturing support – NC and CMM programming project (NC project). He was happy to note that the project team had received a customer rating of 5/5 from a demanding client like Saab, the Swedish defense and aerospace major, and that the rating had gone up from 2.5/5 to 5/5 in 3 years.

Dinesh started thinking about how the learning from this project could be institutionalized and how the stopgap arrangements made by TechM to meet the stringent requirements of Saab could be built into the company culture...