N.R. Narayana Murthy on R&D and Innovation

Murthy recounted a 1991 episode when Infosys had just 150 employees: he held the firm's first innovation conference, and days later the janitor in charge of hotel arrangements suggested a process improvement that saved the company money. He uses this to argue that innovation must be demystified and pushed down to every department, every day.

Murthy told McKinsey that Indians, conditioned culturally not to speak unless elders ask, tend to be passive observers. Infosys's management had to consciously build an environment that overcame this apathy by giving employees ownership and tying their work to the betterment of the company, so that proactivity became a structural habit rather than an exception.

Despite Infosys reaching 125,000 employees and billions in revenue by 2011, Murthy resisted analyst predictions of an inevitable slowdown. He argued that growth could be sustained through innovation, hard work and discipline — though he conceded the company could only become permanent through continuous reinvention, not by resting on scale.

Murthy listed four future challenges for Infosys: moving up the value chain by lifting per-capita productivity; achieving scalability (he cited bringing 300 US-bound employees to India for nine months of training); building multicultural team capability; and growing talent pipelines fast enough to meet client demand without diluting quality.

He emphasised that to stay relevant Infosys had to become domain experts in customers' businesses rather than just write code. The strategy was to deepen market readiness — hiring accountants, equity analysts and systems engineers alongside programmers — so that Infosys spoke the client's industry language rather than only its technical dialect.