Motif Inc Case Study Business Essay

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Motif, Inc. Case Study - Human Resource Management Implementing best practices 

The Business Process Outsourcing industry (BPO) and the Human Resource challenge (HRM) in India

The BPO (Business Process Outsourcing industry) is one of the fastest growing industries in India - growing at a rate of almost 40% year on year. While, this presents an excellentemployment opportunity, it also brings its unique set of challenges. Some of these challenges are:

Recruiting the right talent - huge demand supply imbalance

Retaining employees due to

monotonous nature of the work

odd working hours

competition poaching trained talent within the industry

Rising cost of labor and employee expectations

Motif's HR practices

To meet the above challenges, Motif has implemented various HR best practices. Motif has created an open and transparent work culture reflective of the US work environment where respect for every employee, open door policy, constructive debates and ideas are at the core of HR practices. Motif also practices a 'Work hard Party hard' culture and has regularly scheduled company events along with monthly performance awards. Motif encourages every employee to think out of the box and has rewarded employees for their contribution towards the development of innovative tools and process reengineering methodologies. This has been the guiding force that has fostered growth and satisfaction among employees.

Motif has incorporated HR best practices in:


Motif is an equal opportunity employer. A rigorous selection and pre-employment screening process has been established which helps bring in the best talent available to provide competitive advantage to its clients. Employees are provided a clear understanding of Motif's standards of productivity, quality, and conduct which has increased efficiency, facilitated compliance with company policies and procedures, improved job satisfaction and has helped the company in retaining talent.


Motif's continuous investment in training and development has resulted in value creation for employees and high quality performance. Motif's training team, led by a resident US trainer, has been instrumental in establishing valuable training programs which include product training, Americanization, understanding of the US culture, business writing skills and soft skills. Motif has continuously enhanced the curriculum and the learning experience by incorporating feedback and introducing new self improvement programs.

Performance Management

Motif has an objective quarterly performance evaluation process. This has resulted in regular performance assessment and coaching of employees to help them achieve targets and improve performance.

Continuous Learning

Motif's commitment to employee development has resulted in starting the Motif University. The Motif University offers courses (developed with an ongoing training needs assessment process) to employees to upgrade their technical and soft skills. 'The Motif Challenge' is another initiative in continuous learning. It is a competition where every employee can showcase their talent of implementing a business idea. This brings out the competitive and creative skills within Motif's employees.

Motif values creativity and has institutionalized 'Innovation awards' for employees whose contributions have helped Motif deliver continuous value addition to its clients. Other regular performance awards at Motif include top individual, top team, 'Above and Beyond' awards.

Wealth Creation

Motif's intent of 'wealth creation' for all those who contributed to its success resulted in the sharing of profits of the company with the employees. Motif has been consistently doing this since 4 years. Going a step further, Motif recently offered 'Employee Stock Option Plans (ESOP)', to its long serving employees. ESOPs create a sense of ownership among the employees and encourage them to directly relate their performance to the growth of the company.

Giving Back to the Community

Motif is committed to contribute towards the betterment of the community and society at large. Activities such as the Annual Motif Charity Walks, Annual Blood Drives, Christmas Day celebrations with underprivileged children have developed, among the employees, a pride of association towards the company. This has encouraged them to become responsible citizens besides being better professionals.

The Result

These innovative HR practices have been the key differentiators and have resulted in:

Motif being ranked

amongst the Top 10 BPO Companies to work for in India - two years in a row (2004 & 2005)

# 5 Preferred BPO employer in India

#11 Dream Company to work for in India

(Source: IDC - Dataquest Employee Satisfaction Survey, 2004 & 2005)

Motif is striving to realize its vision of continuous value creation for its customers, employees, investors and society and working towards being the most preferred employer.

About Motif

Motif, Inc. is a specialized business process outsourcing company serving Fortune 500 clients and has demonstrated expertise in rules based back office transaction processing services and personalized email and chat response services which involves decision making. Motif's services include Financial, HR - Benefits administration and Retirement services, eCommerce and Mortgage.