Genesis of Hero Mindmine

2. Build the bridge between formal education system and industry needs Help companies become globally competitiveness through better use of human resources Genesis of Hero Mindmine • Talent shortage in new emerging businesses • Opportunity for India and companies in India in the global service sector • The Hero Groups’ desire to give to the society and at the same time contribute to building the economy • A good business opportunity for Hero given its inherent strengths

3. One of the most widely recognized brands in India Its part of 4.2 billion US $ group Hero Cycles is the world’s largest bicycle maker Hero Honda is the world’s largest two wheeler maker Hero Daimler – commercial vehicle Dealer network of over 6,000 We are part of The HERO Group

4. Hero Mindmine has created an Advisory Board of Eminent Business Visionaries Mr. N.R. Narayana Murthy Chief Mentor, Infosys Technologies Ltd Mr. Deepak S Parekh Chairman, HDFC Dr. R.A. Mashelkar Ex-Director General, CSIR Mr. Analjit Singh Chairman, Max Group Mr. Raman Roy Chairman Quattro Prof. Vinayshil Gautam Prof. Of Management, IIT Delhi & Founder Director IIM Kozhikode

5. Education and Career Services Enterprise Learning Solutions Content Development Assessments and Measurement Training Consulting Hero Mindmine Integrated learning solutions provider Integrated Learning Solutions Provider BPO Learning solutions Training Delivery

6. Areas of Expertise Training Delivery Training Consulting “Partner with clients to offer end-to-end solutions in Training & Development servicesand deliver results by enhancing service quality, productivity and performance” Assessments & measurements Content Development

7. Capabilities and markets Industries Domains Aviation Banking Consumer Durables Consumer Non-durables Financial Services & products Energy HR services Insurance IT services and products Publishing & Knowledge Services Telecom-munication Communication Leadership Sales Service Team Effectiveness Content Development Training Consulting Assessments & Measurements UK (England, Scotland, Ireland) Canada Mauritius US India Hong Kong Singapore Malaysia Australia

8. National Presence 160 Learning Centers

9. At Hero Mindmine, we have always invested significant resources in Research and Development Investment of over 40 man-years last year on Research and IP creation 14% 31% 37% 18% Source : Employee timesheets

10. Educational Qualifications Average age = 32 years Above 40 years Post Graduate = 45% 15% MBA Others 55% 41% 4% Ph.D Average experience = 8 years Above 12 years 12% Exceptional People

11. Selected professionals go through a rigorous certification program at the Institute BOOT CAMP Shadowing Coaching • Observations as a learner • 10-15 Train the Trainer programs in a quarter • Handholding - co-training- coaching • Adult Learning skills and Domain skills Last quarter : 73 attended; less than 70% certified Our Learning professionals are our greatest asset Professionals are selected after a strict Recruitment and Selection process Screening Floor Test Ref. checks • Presentation in domain area with handling live audience and Q&A. • Personality attributes, Basic Training Skills and Domain Skills • Non-solicitation • Integrity 3 Rounds Psychometric tests Outstanding professionals Selection ratio < 1%

12. Hero Mindmine’s Core Training Modules address the key performance levers of an organization Performance Management Communication Decision Making People Management Service Delivery Leadership Performance Counseling Managing Performance Goal Setting Time Management Presentation skills Project Management Creativity Effective Inter personal Communication Delivering Powerful Presentations Successful Business writing Telephone Etiquette Corporate Etiquette Cross-cultural sensitivity Assertiveness Decision Making Negotiation Ethics and values Supervision Mentoring Coaching Team Building Conflict Management Attitude Management Change Management Train The Trainer Customer Service Customer Management Tele customer service Tele Sales Collections Key Account Management Channel & Agency Management

13. Our Approach to Training : CORE beliefs Be Simple, Practical, Relevant, and Results Oriented Motivate as well as Educate Focus on key priorities rather than overwhelming detail Teach skills and principles that can be practiced immediately, and become natural in the long-term Include self appraisal to identify individual strengths and areas for improvement.

14. Content Customization Intervention Structure Validation Systems integration Program Execution Content Validation Post Workshop Review Program Objective/s Formulation Needs Identification & Analysis Initial Brief “ACT IT” Model for delivering results Transformation Assessment Customization Training Implementation

15. Partial list of Clients Manufacturing and Infrastructure Banking , Financial & Consulting Services Consumer and Retail IT and IT- Enabled Services Toyota Daewoo Hindustan Motors Ashok Leyland Hero Honda TVS Suzuki Maruti Bharati Telecom Tata Teleservices Airtel Hutch Dunlop JK Tyres Bharat Petroleum Shell MTNL Godrej Reliance Tata Indicom Sriram Honda DCM Punj Lloyd Swiss Air Jet Airways HP IBM Bosch & Laumb Electrolux Phillips LG Electronics Samsung Hindustan Lever Limited Unilever Sify Satyam Computers HCL Ltd Olivetti Ranbaxy Nicholas Piramal Lupin Hoechst Tata Pharma Merind Rallis India BPL Motorola Siemens Wipro Accenture American Express Computer Science Corporation Daksh (IBM) Dell EDS E-Funds E-serve GE Hughes ICICI One Source Infosys HP IT&T Kanbay Mastek Msource Oracle Polaris Progeon Prudential (UK) SITEL Wipro BPO WNS ABN Amro Bank American Express Bank of America Capital Bank GE Money HDFC Life ICICI Bank ICICI Prudential Mastercard McKinsey & Company Ocwen Financials Oriental Bank of Commerce Punjab National Bank Standard Chartered Bank Vijaya Bank Trinity (Willis)

16. Thomson DynEd BPO Certification Institute City & Guilds ETS SISPARK – Republic of China Our International Partners

17. ISB [ Hyderabad] IIT [Delhi] IIM [Lucknow] MDI [Gurgaon] Our Knowledge Partners

18. BPO Global

19. Malaysia Thailand Vietnam Australia India Singapore Pakistan South Korea Mauritius Philippines Asia Pacific Brazil Chile Venezuela Americas Jamaica Mexico Canada Czech Republic Hungary Poland Africa Ireland Israel UK Bulgaria Romania Russia Ukraine Europe, Middle East and Africa (EMEA) Infancy Emerging Escalating Established BPO countries BPO locations by stage of growth

20. BPOcountries Competing countries High Size of circle corresponds to number of qualified workers • Singapore • Ireland • Australia • Holland • Hong Kong Location attractiveness • Infrastructure - Communication - Basic infrastructure • Country risks/FDI incentives- Attractive incentives - Political environment • Time zone attractiveness • U.K. • India • Romania? • Philippines • Mexico • China Low Low High Capabilities of workers • Qualifications/capabilities • Foreign languages (primarily English) • Quality of work/work ethic • Cost differential

21. BPOcountries Country specialisation by niche Mauritius: • Embedded Software • Hardware Services • Localization • Application Development Russia: • High-End Software Engineering .Contact Centers Philippines: • BPO • Contact Centers • Animation • Application Development Ireland: • Packaged Applications • Localization • Product Development India: • Application Outsourcing • ITO • BPO • Product Development • Contact Centers Israel: • High-End Software • Learning Systems Canada: • Application Development • BPO • Contact Centers Romania: • Application Development • Contact Centers • BPO

22. BPO India

23. Large Multinational Corporations • EDS • Accenture • IBM • HP Pure Play Indian BPO companies WNS EXL Service ICICI One Source 24/7 Indian BPO Industry Segments Companies with Captive Facilities AMEX Fidelity DELL Microsoft Indian Integrated IT-BPO providers Infosys BPO Wipro BPO HCL Nipuna (Satyam) BPO landscape in India

24. Enabling Forces Efforts That have Encouraged Indian BPO Industry • India’s IT strengths gave the vital initial thrust to the BPO industry as both – software technology and manpower was cheaply available in the country. Indeed, it has also helped that BPO industry – the organized shape as we see it today – was born in India and hence the spawning of the “industry BPO” became easier • NASSCOM – the IT industry body – promptly embraced BPO into its fold and began actively representing the interests of the Indian BPO industry on international fora. There was a “binding” body immediately available to BPO companies who they could look up to. • Numerous Central and State Government initiatives made high-quality physical infrastructure cheaply available to BPO start-ups. The employment generation potential of the industry is a huge attraction for the government • Hero Mindmine is the first organization to launch global BPO Certifications for Indian BPO professionals from BCI – BPO Certification Institute, Inc. USA.

25. Enabling Forces Efforts That have Encouraged Indian BPO Industry • NASSCOM has initiated NAC (National Assessment of Competence) – a process to identify and certify fresh talent who are potentially employable in the IT industry. This has been done to help the IT industry cut its cost of wrong hiring and also to identify competence gaps • NASSCOM has also established a National Skills Registry which includes the database on thoroughly verified human talents who can be employed in the IT and ITeS sectors. • Companies like Hero Mindmine have introduced a number of high quality BPO training programs for freshers as well as for other professionals who want to move into BPO industry • All top BPO companies have installed robust systems and processes to ensure the very best of work environment is provided to people and their health, physical safety, career growth and personal development is taken due care of. • Hero Mindmine’s initiative to Certify all the manpower it trains (BCI Certifications are now embedded in all our BPO Agent Development Programs)

26. BPO Mauritius

27. To transform Mauritius into a Cyber island and develop ICT as the 5th pillar of the economy alongside Sugar, Textile, Tourism and Financial Services Vision of Government

28. Mauritius French and English population makes it a unique chance for offshore business process outsourcing. Today..

29. Mauritius forms a hub for extension of our services to Kenya Botswana Madagascar Discussions open with South Africa Botswana Zambia Onwards Expansion

30. Training In the African Continent

31. Three levels of interventions Engagement in conjunction with the efforts of concerned departments of Governments of the respective countries Offering content Delivery of training Hiring, training and certification of trainers followed by regular quality control JVs with business partners in helping establish a network of learning centres as selected locations Establish and run learning centres What We Can Do For You

32. Help create and establish Service Mindset Create a wealth of employable manpower for the growing service industry Other Interventions

33. Challenge to our growth Un-employability? Unemployment? OR Is the current talent pool employable? Unemployment Un-employability Workforce readiness The biggest impediment in growth cycle is lack of skilled and trained people

34. Are the people ready for the industry? What is that going to make them employable What additional inputs are required? Do they need some training? Do these people know about growth of this industry? Do they see this industry as employer of choice? Challenges

35. Who needs to address these issues Government Talent Pool [un-employable] Industry Employable Talent Pool Training Partners

36. In unison we need to address the unemployable talent pool Government Un employable Talent Pool Training Partners Industry

37. The Challenges • Developing a smart long-term BPO Industry Promotion Strategy at the Government Level keeping in view the volume and margin possibilities • Nurturing an Industry which can cater to the West – they are the biggest outsourcers (nearly 88% of all outsourcing contracts emanate from North America and Europe. • Developing Talents having English Language Skills and who are internationally Certified so that clients can be ensured of the quality • Establishment of a strong BPO Industry Body which will represent the interests of all BPO companies and stakeholders and ensure self-regulation • Setting up a uniform Human Competence Standards framework for BPO professionals in Mauritius • Spreading a 360 degree Quality Consciousness among BPO companies and making them understand the business logic of working with CERTIFIED systems, processes and PEOPLE

38. The Challenges • Developing a strong positive brand image of Mauritius as a BPO country • Developing a self-sustaining Talent Development superstructure, which identifies talents early, nurtures them for the industry and continues to expand possibilities for them in the global industry • Developing smart strategies to avoid and manage attrition so that the Mauritius BPO industry does not suffer like its Indian counterpart • Establishing strong, symbiotic relationships with established BPO countries for collaboration • Understanding Outsourcing requirements of leading multinational corporations

39. Government and Industry Support Making them Employable… Employable Give them a Global BPO Professional Certification 1 Develop their language skills as demanded in BPOs 2 Develop them in the basics of the BPO Industry 3 Expose them to the job contents of entry-level BPO jobs 4 Strategically Shape their Personalities for BPO 5 Tune their Psychology and Behavior for BPO 6 Develop Career Maps for them 7 Industry endorsed skilling workshops 8

40. What is Hero Mindmine Value Proposition? Hero Mindmine’s value proposition goes beyond costs Proven business knowledge and capability to implement successful People & Capability development solutions Organized according to international standards of methodology and procedures Hero Mindmine’s Value Proposition Worldclass Knowledge & Intellectual Property Reservoir (Training methodologies, learning support material, industry knowledge base, assessment tools) Large Base of High-Quality Trainers who have trained people for Genpact, IBM, Prudential, Wipro, EDS, Convergys etc. Vast Experience of Developing BPO Talents for some of the World’s largest & most respected BPOs

41. Accelerate the integration of Mauritius into the world information society Position Mauritius as a strategic regional hub Develop Mauritius as a competitive outsourcing hub What we all need to do in unison

42. Thank younarpat.singh@heromindmine.comashok.george@heromindmine.comA.W.GeorgeBusiness Head