Management Practice and Theory Assignment 2022

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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