Brief Dossier on innovative HR Practices happened at BIGFlix - A division of Reliance BIG Entertainment

1. Brief On:
ORGANIZATION WITH INNOVATIVE HR PRACTICES
EMPLOYEE DEVELOPMENT @ BIGFlix
1
Page 1 of 18

2. Our Inspiration
"Give the youth a proper environment. Motivate them.
Extend them the support they need. Each one of them
has infinite source of energy. They will deliver."
Shri. Dhirubhai H. Ambani
Founder - Reliance Group
2

3. *Contents*
Sr. No Highlights Pg. No
Ch #1 Introduction 4
1.1 Humein Janiye (About Us) 5
1.2 Humara Lakshaya (BIGFlix’s Vision) 6
1.3 Humarein Aadarsh (BIGFlix’s Values) 6
1.4 Work Culture @ BIGFlix 8
Ch #2 HR Practices @ BIGFlix 9
2.1 Giving value to “Visions & Values” 9
Ch #3 Employee Engagement – The BIGFlix Way 10
3.1 “BOL DAAL” – Voice of BIGFlix 10
3.2 “The LINK” – BIGFlix Newsletter 11
3.3 “Jo Jeeta Wohi Sikandar” – The Quiz Contest 11
3.4 “BIG Star of the Month” 12
3.5 “Cheers 4 Peers” 12
3.6 “The Red Carpet” (Valentine Day Celebrations) 12
3.7 “Oye.!! It’s Friday” 13
3.8 “Bachpaan Ke Din” 13
3.9 “Best of the Waste” 14
3.10 “Diwali Hafta” (Festive Celebrations @ BIGFlix) 14
Ch #4 Innovative HR Practices in Training & Development 15
Ch #5 Innovative HR Practices in Social Corporate Responsibility 16
Ch #6 Innovative HR Practices in Internal Corporate Communications 16
Ch #7 “Direct Dil Se” (What our Employees have to say…) 16
Ch #8 “The Way Forward” 17
Ch #9 “Meet the Humor Resources Team” 17
3

4. Introduction
A good talent and a knowledgeable workforce sets the context for innovative practices but
unless big organizations are adaptable and ready to build around a culture of innovative
practices and find ways of doing things differently , a culture of Innovation may not exist.
To facilitate innovation and make a mark on business performance, HR needs to connect
internal working practices with external deliverables – keeping the customer in mind at all
times. Therefore, at BIGFlix we aim to have the human resource practices aligned with
customer expectations- both internal and external.
HR@ BIGFlix aims to help the organization meet its strategic goals by attracting, developing,
motivating and retaining its employees.
Of course, this is certainly not an easy job. It requires an out of the box thinking, keeping
abreast with things happening around, hard work, perseverance, commitment and a very
important ingredient- Passion to serve.
Keeping all these in mind and the enthusiasm alive, our HR team associates a sense of pride
in what it does and shares the same.
This special report is an attempt to highlight the HR practices that are followed at BIGFlix.
4

5. “Humein Janiye” (About Us)
BIGFlix is a SERVICE offering premium entertainment content to subscribers at home. It
glorifies the ‘home’ as a self-sufficient, exciting destination- doing away with the hassles of
booking tickets or even driving down to a movie theatre.
BIGFlix subscribers can access the widest library across categories like movies, TV shows
and games either via the website (www.bigflix.com) or on ground stores or via the call
centre. Members can use the total convenience of email, SMS, phone or delivery service to
access content effortlessly.
BIGFlix uses technology to simplify the movie ordering process, tracking of deliveries &
returns, sending out special offers/gift vouchers, collating ratings and reviews, giving out
recommendations etc.
Kamal Gianchandani : Chief Operating Officer
Sanjeev Singhal : Chief Technology Officer
Naveen Agrawal : Chief Financial Officer
Manosh Bhattacharya : Chief Lead (Operations & Logistics)
Nimmi Seth : Sr. Manager (Human Resources)
Rajesh Das : Chief Lead (Content)
Murtuza Kagalwala : Chief Lead (Video on Demand)
Pankaj Chandra : Chief Lead (Sales & Marketing)
5

6. “Hamara Lakshya” (Our Vision)
To be the largest service provider for delivering Indian entertainment content Anytime,
Anywhere.
“Humarein Aadarsh” (Our Values)
1. Leadership – To be world class leaders in the way we design, build, support our
products and services and in our financial results.
2. Integrity – To be ethical, honest and honor our commitments while dealing with
team members within the organization, and with outsiders.
3. Customer centric – To provide the best customer service with great value and to
retain our customer’s loyalty and trust.
4. Innovation – To encourage an open and creative environment for delivering
innovative products and services, while remaining customer centric at all times.
5. Quality – To be recognized as an organization obsessed with continuously
improving quality of services and products.
6. Respect and Trust – To treat every individual with respect and trust each other’s
abilities.
Following the company’s Vision and Values we at BIGFlix HR have tried to create an open
door environment for our strength of 400 employees and still counting. All this is in two
year’s time-line.

7. 6

8. What BIGFlix Expect from their Employees
1. Contribute fully to the job and hence help to attain the organization’s mission and goals.
2. Carry out the activities using highest ethical principles. Take ownership and
accountability for actions.
3. Provide best of services to the customers. Execute flawlessly and with speed.
4. Quality of contributions is very essential. The first responsibility of an employee is to
know his / her duties and how to do them promptly and correctly.
5. Contribute to the open management style where there is transparency in every job
undertaken by them.
6. Put forward any idea, which they feel, would be useful and could add value to the
organization.
7. Have an open culture wherein the employees can approach the management at any time
to discuss any issue / problem.
What Employees can Expect from BIGFlix
1. Employees will be recognized and appreciated for good work done, for making an extra
effort and for coming up with innovative ideas.
2. The employees may approach their Superiors, the Management or the HR Department
whenever they have a problem.
3. Each employee at BIGFlix is treated equal without any biases of any kind what so ever.
4. At BIGFlix each employee is given an opportunity to know where he or she stands as far
as performance is concerned.
5. Each employee is given an opportunity and ample resources to improve his / her
competence.
6. BIGFlix will provide an environment, which is comfortable, organized and safe.
7

9. Work Culture @ BIGFlix
BIGFlix work culture is the framework of shared attitudes and beliefs, which shape the way
we work and deliver.
Some important ingredients of our work culture are:
• Open and transparent communication and feedback systems – where one has the
freedom to state and share views, which may not always indicate agreement.
• Internal and external customer focus – meeting customer needs, creating customer
delight and ensuring customer retention.
• Creating a learning environment – where brainstorming, sharing, learning, analyzing,
changing frames and reference happens continuously, with the objective of continuous
improvement on every interaction, process and services.
• Commitment to excellence – in everything we do.
• Proactive orientation – identifying opportunities for ourselves and being the first to
convert these opportunities into revenue to further strengthen our business.
• Creating result through synergy – working beyond the boundaries of each of our
business to create a final multimedia product that gives us a competitive edge.
8

10. HR Practices @
Giving Value to “Visions & Values”
We believe that a company’s Vision & Values are just not mere statements but it forms
the base of a company’s culture and environment. For the same we take special interest
in embedding the Visions & Values within all the employees of the company.
The formations of the Vision & Values of a company are normally framed by the top
management but here at BIGFlix we do things differently. We not only involved the top
management but each and every individual existing in the system at that time and this
was a collective effort which has resulted in the formation of the same.
Just to ensure that these Values don’t fizzle out, frequent exercises are conducted at
regular intervals to keep people abreast. Wall Posters, Newsletters, Quizzes,
Competitions are constantly evolved. Today when a new employee joins our
organization they are firstly briefed about the Vision and Values of the company
through small leaflets which constantly reminds them of the company’s goals. Every
location, city office, warehouse, store has the company’s Vision and Values put up to
constantly remind the employees to perform as the onus of the company’s success lies on
them.
9

11. Employee Engagement Program – The BIGFlix Way (Fun @ Work)
We at BIGFlix are engaging for success because we believe that to win at marketplace; we must first win at
workplace. This is about unleashing the potential of people at work and enabling them to be the best they
can be. Whether we are in a downturn or in better economic times, engagement is a key to innovation and
competitiveness. For us employee engagement is the basis for organizational effectiveness and directly
impacts our productivity and profitability. We strongly believe that “right feelings” lead to the “right
behaviors” and these “right behaviors” fuel higher level of business performance. Hence, we at BIGFlix
believe that our employees are our assets and so we conduct our Employee Engagement Programs (EEP) in
such a way that it takes the employee morale to new heights and generates more employee involvement.
In our company, engagement is a business imperative, not an HR initiative, though HR is a key player in
driving higher levels of engagement, we receive good amount of support from our highly engaged leaders.
We believe in reaching hearts of our employees in a BIG way. Our employees give that extra effort because
inside they care. And, they care because they feel someone is caring for them. Our 360 degree approach
towards employee engagement helps to ensure that we continuously cherish our employees & families
through a fun and celebratory environment with various monthly programs and events
A successful employee engagement strategy can create a community at the workplace and not just a
workforce. BIGFlix Employee Engagement Program is called JUICE (Join Us In Creating Excitement).The
formation of Juice is an attempt to bring people together and create a feeling of oneness. JUICE gives a
platform to all the employees’ right from the executives to the Top Management, come together, have
fun, enjoy and spread smiles across the floor. Let’s take a quick tour of our efforts in making a highly
engaged workplace.
“BOL DAAL” (Voice of BIGFlix)
BIGFlix mantra is “Ideas rule the world”. We recognize, nurture and execute great ideas
and we truly believe that our employees are the biggest source of ideas. We have built a
mechanism to capture ideas/feedbacks where employees can voice their
concerns/ideas.
Our internal suggestion scheme is called “Bol Daal”. The employees send their
suggestions/ ideas openly or confidentially to HR. Open suggestions are those that are
related to business improvements, fun related or very generic in nature which an
employee does not mind others knowing about the same. But our work does not stop
Rewarding Staff for great
here. We ensure that once the suggestions are received, all open suggestions are filtered Suggestions
and sent to respective departments. HR personally meets every functional head, discusses
the ideas and provides feedback to employees on their suggestions, whether they are
implemented, being reviewed or discarded with appropriate reasons.
10

12. Some Highlights of
“The LINK”
(BIGFlix Newsletter)
“The LINK” is our monthly in-house newsletter. It focuses on connecting & informing
employees about all events happening across locations
“The LINK” covers the following:-
1) “Events” covering the location’s fun celebrations taken place in that month
2) “Birthday”, “Anniversary”, Parenthood & Wedding Announcements of
employee.
3) “BIG Star of the Month” – Announcements of all the locations
4) “Join the Gang” – Announcements regarding New Joining within BIGFlix.
5) “Show your talent” – In this section employees can show off their creativity by
contributing to the section. This could be anything from a small poem to a
story or a drawing.
6) “It’s Quiz time” – We love Movies and therefore we challenge our employees
to a movie based quiz every month.
Jo Jeeta Woh Sikander – Content Quiz
At BIGFlix, “Movie Content” is the pulse of the Business; “Jo Jeeta Wohi Sikandar” aims to encourage
the employees to gain more knowledge in the Movie Content area in a kind of fun and competitive
way which emphasize the importance of team work through city level competitions. This enables the
employees to provide a better customer service.
“Jo Jeeta Wohi Sikandar” contest was a huge success; it
also allowed us to reveal true potential within some
employees regarding movies and its current intellectual
knowledge about content within out staff. It also
encouraged staff to look out for more in depth knowledge
about movies and which in turn emphasized on discussion
about movie genre, movie cast which help our staff to
gain that edge in delighting customers through in-depth
reviews about it.
Seeing its popularity among staff, “Jo Jeeta Woh Sikandar”
(JJWS v2.0) was organized, which too was a grand
success. “Jo Jeeta Woh Sikandar” Conducted Across BIGFlix
11

13. BIG Star of the Month Cheers for Peers
“BIG Star of the Month” is our way to recognize the At BIGFlix, through Cheers 4 Peers, we focus on
hard work, dedication, commitment, loyalty and appreciating efforts put in by our colleagues who have
excellent customer service that has been demonstrated helped us in some way or the other. Our aim is to make
by the employees this practice contagious where people get into the habit of
appreciating each other, which is very important for team
This activity is conducted on a monthly basis to bonding.
encourage our employees at the stores in all cities-wise.
The best performer of the month in the city is titled as The employee needs to write a small write-up regarding
‘BIG Star’ and is awarded with a trophy and free BIGFlix the special contribution of the person to whom the Cheers
membership. for Peers recognition is being given.
BIG Star of the Month BIG Star of the Month HR Sharing Cheers 4 Peers An Employee Excited on
With the Trophy Mailer & Posters In an Open Forum Receiving Cheers 4 Peers
The Red Carpet (Valentine Day Celebration)
“The Red Carpet” is a BIGFlix way to create fun activities on Valentines’ day in
order to bring out their creative foot. It’s a time for bonding with friends,
colleagues to team up and show the romantic side of the individual. On this day,
employees at location are teamed up in different group to conduct various
activities. Some of them are “BIG Shayar of the Day”, “BIG KAVI of the Day”
It also features an activity where employees are asked to create something unique
with a theme of “Valentines Day” at the center. It can be song, card etc. The
winner is decided at the end of the day and crowned “Mr. / Ms. Valentine of the
Day” Winners of
“The Red Carpet Event
12

14. “OYE..!!! It’s Friday”
Tired of the week? Waiting for work to get over? OYE… it’s Friday! Every Friday at
Mumbai Office, people welcome the weekend by celebrating in a BIG way.
We believe creating a great workplace requires more than a specific set of programs
and practices - there is no set of required benefits, resources or perks that works for
all. We are a company that values employee’s need for break. We spend at least eight
hours a day with our coworkers. Even the most serious businesses deserve to have a
little fun.
To add that zing in the otherwise dull and boring life, HR co-ordinates and organizes
fun activities like Treasure Hunt, Carom Competition, Karaoke Event, The Apprentice,
Housie, Dumb Charades etc.
Photo Collage of “OYE...Its Friday..!!
“The Apprentice”
“The Apprentice” gave a platform to all the employees to come together in
teams/groups to make creative TV/ Jingle and Radio ads for BIGFlix.
The Radio Jingle was later incorporated in few cities for advertisement.
Winners of “The Apprentice” Event
“Town Hall”
“Town Hall” is one of the initiatives where our COO Mr. Kamal Gianchandani & all
HOD’s across all functions get ‘up close and personal’ with the employees at HO.
This is a half yearly activity where a lot of information about the business in
general and way forward is discussed. This is an open forum for employee
View of “Town Hall” feedback and questions.
Bachpaan ke Din (Memoirs of Childhood)
“Bachpaan ke Din” is BIGFlix way to celebrate “Children’s Day”. Its a recreational activity
where takes all the employees back down into their memory lane.
Employees are asked to give their childhood snaps. The snaps received are displayed on
the Notice Board without the person’s name. All snaps are coded. Employees are asked
to figure out their colleagues from those childhood snaps and the one who identified all
the snaps or maximum number of snaps is declared as the “Wiz Kid”
Mailer of “Bachpaan Ke Din”
13

15. Creativity & Innovation (Best of the Waste)
“Latent abilities are like clay, it can be mud on shoes; Brick in a building; It can be a statue, which
will inspire all who see it. The clay is same; the result is dependent on how it is used”
Creativity and Innovation is the Core of BIGFlix, as individuals we never thought, a mind
could convert sheer waste to an attractive beautiful doll!! What we waste might not be a
waste; there is lot that can be created out of it. Looking for this recreation ability of our
employees, we organized a competition to explode the creativity in a BIG way… “Best of the
Waste” is an attempt to educate the employees to use the easily available resources
effectively and make the useful things out of Waste’. It was an encouragement to their skills
and creativity. The result was a grand success.
In order to transmutate energy to higher and more subtle levels one must first conserve it.
This was another important learning from this activity. Employees were asked to collect the
waste material from Offices. Using materials like used floppy’s, corrupted CDs and used
bottles they created interesting things. Employees worked enthusiastically to use their
imagination at its best thereby enhancing heir creativity and even bearing how to reduce,
reuse and recycle the waste. It was all about displaying creativity, lateral thinking and
Best of the Waste
teamwork by engaging them in turning waste material into something useful Across BIGFlix
Diwali Hafta (Festive Events @ BIGFlix)
Rangoli & Diya Decoration Competition – Every Store Competes to
be the champion of the Diwali Dhamaka by showcasing the best
decorations at the stores of BIGFlix
Desk Decoration – This activity where office staff has to decorate
their desk individually with a theme of “Diwali” in the center and
the one which is decorated in the most prolific way wins.
Traditional Day - In the spirit of Diwali, BIGFlix brings all employees
by letting them break through the shackles of “Corporate Dressing”
and allows them to be on their own and bring their traditional
instincts out. It’s our Heritage as part of Indian Culture and BIGFlix
believes in ensuring its roots at all costs. The best traditionally
dressed employee wins.
Photo Collage of “Diwali Hafta”
Across BIGFlix
14

16. Training & Development – The BIGFlix Way
At BIGFlix employees are given opportunities to learn and share their learning and experiences. This has not
only resulted in motivating and retaining employees but also discovering varied interest and abilities within the
employees.
Due to these programs’s many employees have voiced their interest in different departments where we have
successfully transferred them too. This gives the employee an opportunity to learn on the job and reduce costs.
At BIGFlix we provide both operational and functional training. On joining they go through an intensive 7 day
program where they learn all the facets of store operations. These are in-house training programs devised by
the HR and Operations team.
But it does not end here. BIGFlix HR believes that training is an investment which can bring great dividends and
it’s an on-going process. Along with the above training we have devised refresher programs for employees that
focus on functional and soft skills. This refresher program covers the Standard Operating Procedures, modules
important for operating the store, eg. Store opening, store closing etc. and also on soft skill topics like
grooming, customer service, communication skills etc. Besides this, the HR department keeps organizing
workshops and seminars on different management topics for employee development.
Operational Walkup (Cross Functional Training)
Operational Walkup is a 2-Phase, 2-days training for HO employees to get familiarization
with Processes and Operations on “How we serve our Customers better” by
understanding the Frontline Operations processes. Employees are given first hand
training regarding adaptation of the Process of Frontline Operations. Employees will have
first hand learning directly from the Operation floor.
“Motive of the Operational Walkup Training” is to induce familiarization regarding the
process of Logistics and Store Operations which is the “Heart of BIGFlix Business”.Its
Purpose is to increase the efficiency of Cross Functional Co-Ordination within different
departments in the company with the store employees.
Movie of the Day (Continuous Learning)
BIGFlix strongly believes that “continuous- improvement will thrive only where training is
routine”. BIGFlix is all about movies. “Movie of the day” is BIGFlix’s approach to
continuously train its employees with facts and detail about the movies that can arm them
to give customers a better insight and delight about its content. Its sole purpose is to
identify, and, more importantly, to implement training for the ongoing expanding movie
content.
“Movie of the Day” consists of all the details about the movie like Movie Story Synopsis,
Movie Genre, Main Casts; Facts & Trivia’s along with behind the Scenes details of that
movie. It also consists of recommendations of same genre movies. Sometimes we also
details about Award winning “Oscar Movies of the Decade” & “Genre-Wise Oscar
Winners”
“Movie of the Day” Mailers
15

17. Innovative HR Practices in Social Corporate Responsibility
“Wear the Mark” Campaign during General Elections 2009
At BIGFlix, Social Corporate Responsibility has been at the cornerstone of its work culture
and business. We, therefore, are aware of the need to work beyond financial considerations
and put in that little extra to ensure that we are perceived not just as corporate behemoth
that exist for profits, but as wholesome entities created for the good of the society.
“Wear the Mark” was an internal campaign started by BIGFlix for generating self awareness
within employees about the importance of “Voting” as part of social responsibility towards
the country it serves. We got a grand success when almost 97% of our employee voted and
exclaimed “I wore the mark, Did you?”
“Wear the Mark” Campaign Poster
Innovative HR Practices in Internal Corporate Communications
At BIGFlix, HR believes that “As employee it becomes our responsibility to help our organization in cutting costs.
We need to be more careful about the way we as BIGFlix employees use office resources, thereby helping the
company to save money”. Its been found that majority of the cost of the company goes in the communication
tools that employees uses to communicate among themselves, IM provides the tool to reduce this
communication cost by giving solutions of being in touch with day to day operational conversation that happens
over the phone, the same can be done through IM which is totally free and just needs an internet connection. So
at BIGFlix, we framed a HR policy about the “Usage of IM over Phones” which helped us reduced the cost to a
great deal from the initial cost of usage.
“Direct Dil Se...” (What our employees has to say in General)
Puneet Sachdeva (Regional Manager – West Zone) on “Employee Engagement”
“Our Employee Engagement activities truly justify the word Engagement by contributing substantially to
teamwork, stress management and abilities to face future challenges”
Jalpa Patel (Store Associate – Ahmedabad) on “Movie of the Day” (Training & Development)
Jalpa Patel (Store Associate – Ahmedabad) on “Movie of the Day” (Training & Development)
“Movie of the Day” is more knowledge-oriented program. We learnt many things with regards to Movies,
Genre and inner facts of the movie.. I personally look forward towards it everyday since this initiative has given
confidence to talk to customers about our content and movie. Its great to see customer’s delightful faces.
Pawan Raina (City Manager – Mumbai City) on “Employee Engagement”
“These activities come as a breath of fresh air in our daily hectic routine, breaks the monotony and brings out
the children in us all over again which results in a lighter and a better work environment wherein all
employees irrespective of their designations & for that moment all the worries, the deadlines & the targets are
momentarily suspended & one comes out of the activity fully recharged to tackle all of them
16

18. The Way Forward
HR at BIGFlix aims to keep this spirit alive and take this company to another level. The HR team does
not believe that we are an entertainment company with great customer service. We want to change
this mindset. We want to engrave in the minds of every employee that “we are a great customer
service organization that happens to be in the entertainment business.”
The Humor Resources Team
Nimmi Seth
Head HR - BIGFlix
Charanjit Arneja
HR – BIGFlix HO
Bhumika Vernekar Naveenkumar DN Prathima Pitta Bhavesh Sinha Pinal Mehta
HR – Mumbai City HR – Bangalore HR – Hyderabad HR – Kolkata HR – Ahmedabad,
Pune, Indore
Natraj RS Hashir Zaidi
HR – Chennai HR – Delhi & Chandigarh
17