Group Business Services (GBS), a shared services organization predominantly based in India, provided support services to Koninklijke DSM NV (Royal DSM), a multinational corporation headquartered in the Netherlands, which produced nutrition- and health-related products. When the COVID-19 pandemic created a set of “new normal” circumstances for business organizations, GBS India, like many businesses, introduced remote working for all of its employees during the pandemic lockdown. The company experienced a series of challenges from March to July 2020. While some employees and managers offered positive feedback, many expressed doubts and misgivings about remote working. The challenges they reported compelled the GBS leaders to debate whether or not to continue remote working in the post-lockdown period. More importantly, they had to decide how best to establish a balance between employees’ concerns related to remote working and the need to maintain business continuity in the context of the COVID-19 crisis. They needed to design the optimum working model for GBS India in this new-normal era.
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