An Analysis of Concentrix's Effectiveness: A Management Perspective

This report evaluates the organizational effectiveness of Concentrix, a global technology-enabled business specializing in customer engagement and business performance improvement. The analysis begins with an examination of key performance indicators (KPIs), emphasizing the importance of customized and adaptable KPIs for evolving market demands. The report then assesses Concentrix's adaptability, focusing on innovation and growth, including profit growth and market share changes. Sustainability is also evaluated, considering output quality (customer satisfaction, retention) and conflict cohesion (employee turnover, commitment). The report further explores how different stakeholders, including customers and employees, can evaluate Concentrix's effectiveness. It highlights the implications of developing a coherent approach to organizational effectiveness, such as establishing parameters for goal alignment, ensuring stakeholder interests, and strategizing for future goals. The report concludes by emphasizing the importance of these evaluations for Concentrix's success and competitive advantage.

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Management Practice and Theory
Students Name
Institutional Affiliation

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Concentrix is a global technology-enabled business that specializes in improving business
performance and customer engagement for some of the biggest and world's best brands
(Concentrix, 2019). Besides, Concentrix is a subsidiary of SYNNEX Corporation. Over the
years, the company has doubled its scope of operations since the company operates in more than
forty countries to differentiate and create better business outcomes for clients through design,
process, technology, data, and people. For instance, the Concentrix has partnered with its clients
to provide end to end technological innovations, business improvements, process optimization,
analytics, and customer engagement services.
Concentrix also provides services to its clients in about ten different industries including;
healthcare, media and communications, banking and financial services, retail and e-commerce,
technology, automotive, consumer electronics, insurance, energy, and public sector and lastly
travel and transportation (Concentrix, 2019). Every day, across six continents, Concentrix staff
helps companies establish better connections to their customers as well as deliver next-
generation customer experience. This has made the company to be different by design.
Due to the competition in the market place, most organizations are keen to ensure
effectiveness in their operations so as to ensure more competitive advantage against their rivals
(Nica, Manole, & Potcovaru, 2016: 73). Therefore, I believe Concentrix is keen to ensure
effectiveness. However, to determine or evaluate the level of effectiveness in the company, I
would consider the following criteria. To begin with, I would evaluate the key performance
indicators. A key performance indicator refers to a quantifiable value that demonstrates how
effectively a company is able to achieve key business goals or objectives (Klipfolio, 2019). One
of the greatest mistakes I recognized in most companies in India, is that they blindly adopt basic

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industry-recognized KPI's and begin worrying why the KPI's do not affect any positive change in
the company.
I believe each company should have its specific KPI's that can evolve to fit the changing
demands or needs of the market. This means KPI's that can't be updated can easily become
obsolete (Klipfolio, 2019). For instance, if Concentrix increases its scope of operations, then the
company's KPI's should be able to be updated so as to ensure the company will continue to chase
targets without necessarily affecting strategic goals. In addition, in order to evaluate the
effectiveness of Concentrix KPI's, I would consider the following criteria; the KPI's should be
objective, focused on improvement, be precise, provide accurate and timely feedback and lastly,
be relevant and simple to understand.
Secondly, I would evaluate the adaptability of the company. In this criterion, I would
encompass areas such as innovation and growth. Concentrix is in one angle a technology
company since it utilizes technology to ensure effectiveness in its services. Therefore, I would
evaluate the company's willingness to innovate. According to Phil McKinney, CEO of Cable
Labs, "without a robust and resilient innovation strategy, no company can survive." (Aaslaid,
2018) Therefore, I would quantify Concentrix risk in regards to innovation so to determine if can
evolve with the market. On the other hand, in regards to growth, I would evaluate the profit
growth during the period as well as the relative market share change in the company. This would
give me a clear prospective of the company's consistent growth or stagnant growth.
Thirdly, I would evaluate the sustainability of the company. In this criterion, I would
encompass areas such as the output quality and conflict cohesion. Over my learning experience, I
have learnt that sustainability is a trend that many companies have begun to consider in order to
ensure their processes are effective and efficient. In evaluating the output quality of Concentrix, I

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would investigate customer loyalty/ satisfaction, internal quality measures, response times,
customer retention rate, and external review. On the other hand, in regards to conflict cohesion, I
would get to understand the company's competence in the following aspects; employee turnover,
workgroup cohesion, employee commitment, and workplace absenteeism. I believe the two
elements would be crucial in detailing/ evaluating the company's internal sustainability.
Stakeholders play an essential role in every organization and may, therefore, expect an
organization to be effective (Herremans, Nazari, & Mahmoudian, 2016: 422). Concentrix
stakeholders can evaluate the company's effectiveness in the following criteria. To begin with,
we have customers. Customers can evaluate the effectiveness of the company by the level of
satisfaction they get from Concentrix. Since the company has customers from the world's biggest
brands, it is easy for the brands to go to other service providers if they are not satisfied.
Therefore, the customers can evaluate the effectiveness of Concentrix with how the company
delivers its services and the satisfaction that comes from the services.
Secondly, we have employees. Sybil Stershic, who is an author of the book "Taking care
of the people that matter most," said, the way employees feel is the same way customer feel
(Baron, 2015). This is something that most organizations ignore because they think employees
are there to work and make money for the company. Therefore, the companies rarely develop
relationships with their employees. However, this impacts the company's growth and
productivity (Alegre, Mas-Machuca, & Berbegal-Mirabent, 2016: 1392). Concentrix employees
may, therefore, evaluate the effectiveness of their company through how they are treated and
involved in the company's decisions. I believe this is important since if an employee is
appreciated and valued, his motivation and desire to be more productive increases. This is
relative to everyone, including me.

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In relation to the above analysis, I believe the emphasis on effectiveness is similar for
different stakeholders, including investors, owners, creditors, community, suppliers, or the
Government. In achieving success, it's crucial to have parameters because they provide a
stepping stone and clear vision for ensuring effectiveness. Therefore, each of the stakeholders
expects various parameters to be adhered to so that the relationship with the company can
blossom and grow.
Nonetheless, there are various implications for the development of a coherent approach to
organizational effectiveness in a company. To begin with, a company is able determine and
establish proper parameters that can be essential in ensuring the organization is in line with its
objectives and goals (Arnett, Sandvik, & Sandvik, 2018: 287). For instance, a company can
follow up its performance through key performance indicators hence understanding where
improvement is needed. Secondly, a company is also able to ensure stakeholders interests are
carefully followed and considered, thus ensuring sustainable relationships that provide
productivity and efficiency. Lastly, a company is able to strategize on future goals without
affecting the present goals and therefore ensure they stand out in regards to competition and
market changes.

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References
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Alegre, I., Mas-Machuca, M., & Berbegal-Mirabent, J. 2016. Antecedents of employee job
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Arnett, D. B., Sandvik, I. L., & Sandvik, K. 2018. Two paths to organizational effectiveness–
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Baron, D. 2015. Unlocking the 4 C’s to create a fiercely loyal corporate culture. Entrepreneur.
https://www.entrepreneur.com/article/246150. Viewed 23 August, 2019.
Concentrix. 2019. About us. https://www.concentrix.com/about-us/. Viewed 22 August, 2019.
Herremans, I. M., Nazari, J. A., & Mahmoudian, F. 2016. Stakeholder relationships,
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Nica, E., Manole, C., & Potcovaru, A. M. 2016. Competition in the worldwide workplace:
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