TCS Corporate Sustainability Report 2010-11 - Tata Consultancy ...

Stakeholder Engagement
TCS engages with a broad spectrum of stakeholders, internal and external to understand their concerns
and priorities and use those inputs to guide policy formulation and decision-making. Business
(or, in some cases, policy) considerations largely govern the decision on what stakeholders to engage
with and in what manner.
While Customers, Employees and Shareholders are obvious stakeholders, the supply-chain of our peoplecentric
business consists of various academic institutions, engineering colleges, staffing agencies and
other vendors. Staying at the cutting edge of technological developments requires us to closely
collaborate with other technology firms to develop and go to market with industry-specific solutions.
TCS is a member of a number of industry bodies like NASSCOM and CII. We work closely with these bodies
in shaping policy, with local, state and central governments across the world to roll out e-governance
initiatives or as part of government-facilitated community betterment initiatives. Lastly, we work with
local communities directly or through various NGOs as part of our CSR initiatives in different parts of the
world, and with the larger society.
Given below is a list of key stakeholders that TCS engages with, the interfacing group within TCS, the
forms of engagement and the frequency. Some other stakeholders that we closely engage with, such as
Industry Analysts, Equity Analysts and the media have not been mentioned here because they are proxies
for other named stakeholders – customers, shareholders and the larger society respectively.
Stakeholder Interfacing Group Engagement Types by Frequency
Customers
Sales/Pre-Sales, Marketing,
Delivery Teams, Senior Mgmt
Employees
HR , Senior Mgmt
As needed: Project-related Calls and meetings, PMRs, Relationship Meetings,
Visits, Responses to RFI/RFPs, Sponsored Events, Mailers,
Newsletters, Brochures
Continuous: TCS website, Customer portal 2
Half-yearly: Customer Satisfaction Surveys
Annual: Customer Summit, Innovation Day
As needed: Town Halls, Roadshows, Project / Operations Reviews,
Videoconferences, Audio conference calls, PEEP, PROPEL
(associate forum), One-on-one counseling
Monthly: @TCS (Inhouse magazine)
Continuous: TCS website, Ultimatix Notice Board, CEO Connect, CTO Blog,
Corporate Corner, JustAsk, IdeaMAX, Dipstick surveys, mPower
(quick grievance redressal)
Annual: PULSE (employee feedback survey), Hats Off (Long Service
Awards), Velocity (Sales meet), Blitz (Business Planning meet)
2 The Survey is done at an account-level and measures TCS’ performance on various parameters across multiple dimensions. In FY 2011, performance ratings improved
broadly. Areas where clients showed maximum satisfaction were: 'Responsiveness to emergencies' and 'Adherence to security norms'.
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