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

Build the bridge between formal education system and industry needs

Help companies become globally competitiveness through better use of human resources

We are part of The HERO Group

• 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

Hero Mindmine has created an Advisory Board of Eminent Business Visionaries

Mr. N.R. Narayana MurthyChief Mentor, Infosys Technologies Ltd

Mr. Deepak S ParekhChairman, HDFC

Dr. R.A. MashelkarEx-Director General, CSIR

Mr. Analjit SinghChairman, Max Group

Mr. Raman RoyChairman Quattro

Prof. Vinayshil GautamProf. Of Management, IIT Delhi & Founder Director IIM Kozhikode

Hero Mindmine Integrated learning solutions provider

BP

O L

earning solutions

Training Delivery

Edu

cation an

d Care

er S

ervices

Enterp

rise Le

arning S

olutio

ns

Content Development

Assessments and Measurement

Training Consulting

Integrated Learning Solutions Provider

Areas of Expertise

Assessments & measurements

Training Delivery

Content Development

Training Consulting

“Partner with clients to offer end-to-end

solutions in Training & Development

services and deliver results by enhancing

service quality, productivity and

performance”

• Communication

• Leadership

• Sales

• Service

• Team Effectiveness

• Content Development

• Training Consulting

• Assessments & Measurements

• Aviation

• Banking

• Consumer Durables

• Consumer Non-durables

• Financial Services & products

• Energy

• HR services

• Insurance

• IT services and products

• Publishing & Knowledge Services

• Telecom-munication

US

Canada

India

Singapore

Australia

Malaysia

Hong Kong

UK (England, Scotland, Ireland)

Domains Industries

Capabilities and markets

Mauritius

National Presence

160 Learning Centers

Self Dev. & Renewal

Training Delivery

TNA, Customi-zation &

Preparation

Research & Content

Development

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

37%

31%

18%

14%14%

Source : Employee timesheets

Exceptional People

Average age = 32 years

15%15%

Above 40 years

Average experience = 8 years

Above 12 years

12%12%

41%41%55%55%4%4%

Post Graduate = 45%MBA

Ph.D

Others

Educational Qualifications

Our Learning professionals are our greatest asset

Screening Floor Test Ref. checks

•3 Rounds•Psychometric tests

• Presentation in domain area with handling live audience and Q&A.

• Personality attributes, Basic Training Skills and Domain Skills

• Non-solicitation

• Integrity

• Outstanding Outstanding professionalprofessionalss

• Selection Selection ratio < 1%ratio < 1%

Professionals are selected after a strict Recruitment and Selection process

Shadowing BOOT CAMP

Coaching

• 10-15 Train the Trainer programs in a quarter

• Adult Learning skills and Domain skills

• Observations as a learner

• Handholding - co-training- coaching

Last quarter :Last quarter : 73 attended; 73 attended; less than 70% less than 70%

certifiedcertified

Selected professionals go through a rigorous certification program at the Institute

Hero Mindmine’s Core Training Modules address the key performance levers of an organization

PerformancePerformanceManagementManagement

PeoplePeopleManagementManagement

CommunicationCommunicationDecisionDecisionMakingMaking

ServiceServiceDeliveryDelivery

• Effective Inter personal Communication

• Delivering Powerful Presentations

• Successful Business writing

• Telephone Etiquette

• Corporate Etiquette

• Cross-cultural sensitivity

• Assertiveness

• Supervision

• Mentoring

• Coaching

• Team Building

• Conflict Management

• Attitude Management

• Change Management

• Train The Trainer

• Decision Making

• Negotiation

• Ethics and values

• Leadership

• Performance Counseling

• Managing Performance

• Goal Setting

• Time Management

• Presentation skills

• Project Management

• Creativity

• Customer Service

• Customer Management

• Tele customer service

• Tele Sales

• Collections

• Key Account Management

• Channel & Agency Management

• 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.

Our Approach to Training : CORE beliefs

CustomizationCustomization

“ACT IT” Model for delivering results

AssessmentAssessment TrainingTraining ImplementationImplementationTransformatioTransformatio

nn

Initial Brief

Needs Identification &

Analysis

Program Objective/s Formulation

Intervention Structure Validation

Content Customization

Content Validation

Program Execution

Systems integration

Post Workshop Review

Partial list of Clients

• 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)

Banking , Financial & Consulting 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

Manufacturing and Infrastructure

• 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

IT and IT- Enabled Services

Consumer and Retail

Our International Partners

Thomson

DynEd

BPO Certification Institute

City & Guilds

ETS

SISPARK – Republic of China

Our Knowledge Partners

ISB [ Hyderabad]

IIT [Delhi]

IIM [Lucknow]

MDI [Gurgaon]

BPOGlobal

Pakistan

South Korea

Bulgaria

Romania

CanadaMexicoJamaicaBrazil

Chile

Venezuela

Mauritius

Philippines

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Russia

Ukraine

Czech Republic

Hungary

Poland

Africa

Ireland

Israel

UK

Infancy Emerging Escalating Established

Europe, Middle East and Africa (EMEA)

Americas

Asia Pacific

BPO countries

BPO locations by stage of growth

Singapore

Hong Kong

Holland

Ireland

U.K.

Australia

China

Philippines

Mexico

Size of circle corresponds to number of qualified workers

Location attractiveness• Infrastructure

- Communication- Basic infrastructure

• Country risks/FDI incentives- Attractive incentives- Political environment

• Time zone attractiveness

Low

Low

High

High

India

BPO countries

Capabilities of workers• Qualifications/capabilities• Foreign languages (primarily English)• Quality of work/work ethic• Cost differential

Competing countries

Romania?

Ireland:•Packaged Applications•Localization•Product Development

Ireland:•Packaged Applications•Localization•Product Development

Russia:•High-End Software Engineering.Contact Centers

Russia:•High-End Software Engineering.Contact Centers

Mauritius:•Embedded Software•Hardware Services•Localization•Application Development

Mauritius:•Embedded Software•Hardware Services•Localization•Application Development

India:•Application Outsourcing•ITO•BPO•Product Development•Contact Centers

India:•Application Outsourcing•ITO•BPO•Product Development•Contact Centers

Israel:•High-End Software•Learning Systems

Israel:•High-End Software•Learning Systems

Canada:•Application Development•BPO•Contact Centers

Philippines:•BPO•Contact Centers•Animation•Application Development

Romania:•Application Development•Contact Centers•BPO

BPO countries

Country specialisation by niche

BPOIndia

Large Multinational Corporations

EDS

Accenture

IBM

HP

Pure Play Indian BPO companies

WNS

EXL Service

ICICI One Source

24/7

Companies with Captive Facilities

AMEX

Fidelity

DELL

Microsoft

Indian Integrated IT-BPO providers

Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)

Indian BPO Industry Segments

BPO landscape in India

Enabling Forces

Efforts That have Encouraged Indian BPO Industry

1. 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

2. 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.

3. 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

4. Hero Mindmine is the first organization to launch global BPO Certifications for Indian BPO professionals from BCI – BPO Certification Institute, Inc. USA.

Enabling Forces

Efforts That have Encouraged Indian BPO Industry

5. 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

6. 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.

7. 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

8. 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.

9. Hero Mindmine’s initiative to Certify all the manpower it trains (BCI Certifications are now embedded in all our BPO Agent Development Programs)

BPOMauritius

Vision of Government

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

Today..

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

Onwards Expansion

Mauritius forms a hub for extension of our services to– Kenya– Botswana– Madagascar

Discussions open with – South Africa– Botswana– Zambia

TrainingIn the African Continent

What We Can Do For You

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

Other Interventions

Help create and establish Service Mindset Create a wealth of employable manpower for the

growing service industry

Challenge to our growth

Unemployment?OR

Un-employability?

Workforce readiness

Un-employability

Unemployment

The biggest impediment in growth cycle is lack of skilled and trained people

Is the current talent pool

employable?

Challenges

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?

Who needs to address these issues

Industry Talent Pool[un-employable]

Training Partner

s

Government

Employable Talent Pool

In unison we need to address the unemployable talent pool

IndustryTraining Partner

s

Government

Un employableTalent Pool

The Challenges

1. Developing a smart long-term BPO Industry Promotion Strategy at the Government Level keeping in view the volume and margin possibilities

2. 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.

3. Developing Talents having English Language Skills and who are internationally Certified so that clients can be ensured of the quality

4. Establishment of a strong BPO Industry Body which will represent the interests of all BPO companies and stakeholders and ensure self-regulation

5. Setting up a uniform Human Competence Standards framework for BPO professionals in Mauritius

6. Spreading a 360 degree Quality Consciousness among BPO companies and making them understand the business logic of working with CERTIFIED systems, processes and PEOPLE

The Challenges

7. Developing a strong positive brand image of Mauritius as a BPO

country

8. 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

9. Developing smart strategies to avoid and manage attrition so that the

Mauritius BPO industry does not suffer like its Indian counterpart

10. Establishing strong, symbiotic relationships with established BPO

countries for collaboration

11. Understanding Outsourcing requirements of leading multinational

corporations

Making them Employable…

Give them a Global BPO Professional Certification

Develop their language skills as demanded in BPOs

Develop them in the basics of the BPO Industry

Expose them to the job contents of entry-level BPO jobs

Strategically Shape their Personalities for BPO

Tune their Psychology and Behavior for BPO

Develop Career Maps for them

Industry endorsed skilling workshops

1

2

3

4

5

6

7

8

Em

plo

yab

le

Government and Industry Support

Proven business knowledge and capability to implement successful People & Capability

development solutions

Proven business knowledge and capability to implement successful People & Capability

development solutions

Organized according to international standards of methodology and procedures

Organized according to international standards of methodology and procedures

Worldclass Knowledge & Intellectual Property Reservoir (Training methodologies, learning support material, industry knowledge base,

assessment tools)

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.

Large Base of High-Quality Trainers who have trained people for Genpact, IBM, Prudential,

Wipro, EDS, Convergys etc.

Hero Mindmine’s value proposition goes beyond costs

What is Hero Mindmine Value Proposition?

Vast Experience of Developing BPO Talents for some of the World’s largest & most respected

BPOs

Vast Experience of Developing BPO Talents for some of the World’s largest & most respected

BPOs

Hero Mindmine’s Value

Proposition

What we all need to do in unison

Accelerate the integration of

Mauritius into the world

information society

Position Mauritius as a strategic

regional hub

Develop Mauritius as a

competitive outsourcing hub

Thank you

narpat.singh@heromindmine.com

ashok.george@heromindmine.com

A.W.GeorgeBusiness Head