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On March 17, 2021, Shivani Garg, Head of Operations of Siksha Sansthan Foundation (SSF), was deeply concerned about her team's challenges despite their concerted efforts, especially the Trainer of Trainers (ToT) team efforts. She was perplexed about why employee motivation could not be sustained and why innovative ideas shared by employees were getting lost in the system. Garg also could not fathom why the four new employees who joined the Operations Team as Relationship Managers (RMs) left within six months. The pandemic has also posed challenges such as adapting to remote work, managing the workforce remotely, lay-offs, and high employee turnover, which have impacted employee morale and performance. Garg had identified several issues that needed attention, including improving programs, boosting employee morale, retaining employees, promoting innovation, and capturing ideas from multiple sources. Garg was determined to find solutions to these issues and improve the organisation's overall performance.