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Re-thinking Engineering R&D service delivery
Re-thinking Engineering R&D service delivery

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Key highlights from the Expert Forums from the NASSCOM ER&D Showcase 2021 Session 3 conducted with Industry experts and leaders

ER&D service delivery systems have matured over the years. In the last year and a half, remote working has become a norm, digital transformation has been accelerated, working models have changed; and these hybrid models have impacted the service deliveries across the sector.

The three stakeholders of the industry – employees, organizations, and customers got impacted in a major way. While the employees welcomed the flexibility that originated from working from home,  the customers required predictable delivery services and have also been concerned about the security and the risks associated with employees working from home. On the other hand, organizations worked as a bridge between the two and managed the expectations of the customers, while providing a secure environment for the employees.

 

How have organizations helped in enabling work from home for employees amidst the lockdowns, while providing excellent service delivery to the customers?

The ER&D sector got impacted during the pandemic. There were some products which required infrastructure support with respect to testing, usage of labs etc. amid the pandemic and challenges were faced due to lockdowns and curfews. Many steps have been taken by companies to make this process of lab testing seamless during the lockdowns.

 

Employees work from home

 

For business and project continuity - 

  1. Many organisations shifted their employees onsite to stop commuting and reduce exposure and so that they continue with the project delivery.
  2. Vaccination was prioritized for employees who were required to be onsite and at the labs.
  3. Some HPCs were shifted to cloud platforms and engineering simulation solutions were provided from home.
  4. There was an advent of new tools to work from home and an acceleration of digitalization due to the pandemic for project continuity and delivery.

 

What are some of the challenges being faced to ensure seamless service delivery during the pandemic?

There are some challenges such as –

  1. All business stakeholders were not able to come together and reach a consensus.
  2. Customers still wanted the presence of the project teams at their locations.
  3. Delivery processes could be predictable depending on the strength of the relationship with the customer, otherwise there challenges were faced.
  4. Classic business models are expected to continue but newer business models are emerging due to the pandemic. Models are expected to shift towards service providers holding all parts of the service chain, which needs to be incorporated by all the stakeholders into their plans.

 

How has IP management changed post-pandemic? How will it be managed for customers and partners so that they benefit together?

For specialized service delivery, one must predict changes in the sector and assess what kind of products can answer the needs of the market. However, service delivery companies are still dependent on the customers for product direction and the IPs are still closely guarded by the latter and not shared with the service providers. How can a change be brought regarding this aspect? How can the service providers predict and assess the product pipeline based on the market and customer needs and own the entire process? That is a question that needs to be answered. 

The pandemic has altered the service delivery mechanism in the ER&D industry. In this chaotic post pandemic world, service providers are constantly focusing on creating value for their customers and helping their finding solutions to address various opportunities in the technological world. As the sector is evolving, ER&D service delivery is also constantly evolving to become more dynamic in its response to the changing times.

 

 

To read the other blogs of this series, click on https://community.nasscom.in/communities/engineering-research-design/secret-sauce-create-winning-innovation-culture-erd-sector   and https://community.nasscom.in/communities/co-innovation/new-talent-paradigms-erd-sector

To read more about the "The Impact Makers of Indian ER&D: Winners of the first edition of the NASSCOM Engineering & Innovation Excellence Awards 2021", please check the following links below - 

NASSCOM Website - https://nasscom.in/knowledge-center/publications/impact-makers-indian-erd

NASSCOM Community - https://community.nasscom.in/communities/engineering-research-design/impact-makers-indian-erd-winners-first-edition-nasscom


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Vandhna Babu
Principal Analyst - Research

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