StartUp / Startup Ecosystem
7-Eleven's Global Solution Center in India
7-Eleven's Global Solution Center in India has transformed from a small tech hub in 2020 to a significant player supporting over 85,000 stores across 19 countries. The organization emphasizes a culture of inclusion and collaboration, which is crucial for talent retention and enhancing employee experience.
Source material: Culture, Capability, Scale: The 7-Eleven GSC India Story
Summary
7-Eleven's Global Solution Center in India has transformed from a small tech hub in 2020 to a significant player supporting over 85,000 stores across 19 countries. The organization emphasizes a culture of inclusion and collaboration, which is crucial for talent retention and enhancing employee experience.
Chetana Parashar, head of Human Resources, highlights the significance of a culture centered on inclusion and collaboration, which has been essential in building a strong workforce of over 900 employees. Employee experience is prioritized, asserting that it is vital for talent retention and that customer experience cannot exceed employee experience.
7-Eleven promotes a high-performance culture while fostering inclusivity, particularly for women, through initiatives aimed at supporting their reintegration into the corporate environment. Leadership at 7-Eleven is encouraged to establish clear expectations, engage in ongoing feedback, and recognize team achievements as part of their strategic priorities.
The Global Business Services (GBS) model at 7-Eleven emphasizes clarity, patience, and a long-term vision to drive global growth and efficiency. Key technology systems, including merchandising and supply chain management technologies, are essential for operational efficiency across its global network.
Perspectives
Support for Employee Experience
- Prioritizes employee experience as crucial for talent retention
- Emphasizes that customer experience cannot exceed employee experience
Challenges in Direct Correlation
- Assumes direct correlation between employee satisfaction and customer satisfaction
- Overlooks potential external market influences affecting customer behavior
Neutral / Shared
- Focuses on a culture of inclusion and collaboration
- Highlights the importance of technology in operational efficiency
Metrics
900 units
total number of employees at the Global Solution Center
A strong workforce is essential for operational efficiency and innovation
the 900 strong workforce
Key entities
Key developments
Phase 1
7-Eleven's Global Solution Center in India has transformed from a small tech hub in 2020 to a significant player supporting over 85,000 stores across 19 countries. The organization emphasizes a culture of inclusion and collaboration, which is crucial for talent retention and enhancing employee experience.
- 7-Elevens Global Solution Center in India has evolved from a small tech hub in 2020 to a key player supporting over 85,000 stores across 19 countries, with a mission to enhance convenience
- Chetana Parashar, head of Human Resources, highlights the significance of a culture centered on inclusion and collaboration, which has been essential in building a strong workforce of over 900 employees
- The organization emphasizes the importance of employee experience, asserting that it is vital for talent retention and that customer experience cannot exceed employee experience
- 7-Eleven promotes a high-performance culture while fostering inclusivity, particularly for women, through initiatives like reboot for women aimed at supporting their reintegration into the corporate environment
- Leadership at 7-Eleven is encouraged to establish clear expectations, engage in ongoing feedback, and recognize team achievements as part of their strategic priorities
Phase 2
7-Eleven's Global Solution Center in India has grown to over 900 employees, supporting more than 85,000 stores across 19 countries. The organization emphasizes a culture of inclusion and high performance, focusing on employee experience and customer satisfaction.
- 7-Eleven India has established programs to assist women re-entering the workforce, including childcare support and strict anti-harassment policies, promoting an inclusive workplace
- The company fosters a culture of high performance and care, with leaders responsible for setting clear expectations, providing ongoing feedback, and recognizing team achievements
- Employee experience is prioritized through a thoughtfully designed workspace that includes fitness facilities, a library, and transportation services, enhancing satisfaction and brand loyalty
- Padma Shrinivasan, a senior director, emphasizes the significance of a customer-first and people-first culture, which influenced her decision to join 7-Eleven, highlighting the companys commitment to global impact
- Since its launch in 2020, the Global Solution Center in India has expanded to over 900 employees, supporting more than 85,000 stores across 19 countries, demonstrating its scale and capabilities
Phase 3
7-Eleven's Global Solution Center in India has evolved into a significant entity, supporting over 85,000 stores across 19 countries with a team of more than 900 employees. The organization focuses on a culture of inclusion and high performance to drive global impact in various operational areas.
- The Global Business Services (GBS) model at 7-Eleven emphasizes clarity, patience, and a long-term vision to drive global growth and efficiency
Phase 4
7-Eleven's Global Solution Center in India has expanded to over 900 employees, supporting more than 85,000 stores across 19 countries. The organization focuses on aligning employee aspirations with opportunities through targeted investments in learning and development.
- The Global Solution Center (GSC) at 7-Eleven aims to align employee aspirations with opportunities through targeted investments in learning and development
- Key technology systems at 7-Eleven, including merchandising, store, and supply chain management technologies, are essential for operational efficiency across its global network
- A structured approach to software engineering is implemented to ensure reliability and uptime, supported by disaster recovery protocols and fail-safe technologies
- The IT team has transitioned from managing a limited number of applications to overseeing a diverse portfolio that prioritizes value-driven outcomes rather than just headcount
- Collaboration between technology and Global Business Services (GBS) enhances operational efficiency, leading to improved speed and accuracy in global operations
Phase 5
7-Eleven's Global Solution Center in India has expanded to over 900 employees, supporting more than 85,000 stores across 19 countries. The organization emphasizes a culture of inclusion and continuous learning to drive operational efficiency and customer satisfaction.
- The Global Business Services (GBS) framework at 7-Eleven integrates technology and process discipline to improve operational efficiency and scalability
- Data-driven decision-making optimizes store operations, including inventory management and customer targeting, across 5,000 stores in nine countries
- A culture of experimentation and ownership is promoted within tech teams, encouraging continuous learning and innovation through initiatives like hackathons
- Leadership emphasizes nurturing curiosity and a sense of belonging among employees, which are crucial for talent retention in a growing organization
- Balancing AI utilization with human relationships is essential for achieving meaningful outcomes and fulfilling the companys purpose