A CMMI Level 3 & ISO 9001: 2008 Certified Company

Excellence in business management and strategy

www.technobraingroup.com

Connected Kenya Summit - 2012

About Techno Brain Group

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Technical Support

Finance &

Accounting

Knowledge & Legal

Customer Care

Help Desk /

Support

Order

Management

Web based

Services

BPO / ITESIT Training

Career Courses

Certification

Programs

Corporate Training

University

Programs

Testing Services

Campus

Placements

Content

Management

Enterprise

Business

ICT Consulting

IT Infrastructure

Identity

Management

Data Warehouse &

BI

IT Solutions

InspireHRM

MEsure

SecuRegister

AIRevenue

APEX

IFMS

IT Products

1997 1999 2001 2003 2005 2007 2009 2011 2013 20150

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Our People – Our Strength

3Growth over the Years

Current ITES / BPO Industry Statistics

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Accelerated economic growth: In India, the ITES-BPO sector grew 16 times in the last decade, employing 835,000 people in 2011 and contributing 1.2% to GDP.

Direct Job Creation: Revenue of an ITES-BPO service provider depends on the number of agents that are being billed to the clients. This creates an impetus for an ITES-BPO service provider to grow linearly by employing more agents. The sector also requires lower educational standard as compared to IT sector and is easier to address.

Indirect Job creation: Typically for every agent employed, three jobs are created indirectly in dependent industry and service sectors. These include real estate, infrastructure, education, transport and technology.

Increased foreign investment: Significant cost arbitrage provides the businesses in the buyer¡¦s geography to increase their outsourcing spend in favorable destinations. Having a lower currency valuation in the global market provides more room for an emerging economy to increase foreign direct investments.

The Coordinated Strategy Approach

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The Strategy Change – Today’s World

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The “THEN” Strategy of Business

The “NOW” Strategy of Business

Project Identification

Stead StateOperations

Transitions Management

Project Identification

DiscoveryAnalysis &Value Add

Identification

Initiate ITES Concepts

Focus is on…o Turning Insights into Actionso Resolving Clients Business Issueso Building Trust and Respect with

Clientso Integrate Needs Vs. Deliverables

Start

Automation & Value Adds

Execute Progress Prove

TransitionsManagement

Stead StateOperations

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Case Study

Issue in data collection, consolidation, conversion to electronic formats

Solution Proposed - Data Entry / Application Development for online data collection- Mobile Data collection on the field- IVR / CATI technology for follow up- M&E System to measure benefits

Business Case- Effective Data Collection ( Offline & Online )- Reduction of Turn Around Time - Usage of advanced technology to create donor report

Impact on the Customer Performance - Reduced cost due to reduction of field activity / staff members- Effective data analysis which helped in timely decision making - Revenue leakage of anonymous Customer eradicated by 90% - Consolidated Customer base tracking

Bottom Line Benefit - Delighted Customer- More Business - Movement from Low end work to High end work / application support- More employment generated

Commercials - Started with a contract worth -USD 5,000 for a month- Moved to application development & mobile data collection – USD 15,000- Support the mobile data app & started outbound Surveys – USD 14,000- Sold the Techno Brain M&E Tool – USD 15,000- Team growth from 5 resources to 20 resources in 3 months

Case Study 2 - Child Help Line - ITES product developed in Kenya & rolled out for Child Help Line Kenya – 116 in 2009 / 10- Same product materialzied as a Global product which is now used in Zambia, Ethiopia and few

other Countries- BPO employees from Techno Brain move to ITES division and manage these jobs as Expats

PLANSTRU

CTURE

MEASU

RE

Change Management to Increase Business Efficiency

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Strategy &

Performance Measuremen

ts

• Define your Strategy based your outcome requirement

• Define your target market & Approach methodologies

• Re-organize existing Structure to meet your Strategy

• Create measure Strategic performance measures

Focus on

your Modeling

•Creative thinking and innovative process redesign

• Sell the Knowledge & the Impact not the Product (Activity/value-based selling)

• Implement World class business and operational strategies and techniques

• Look for standardizations in the market

Partner &

Practice

•Be vigilant on opportunities around you

• Build competencies & Innovate (or collaborate on) more ITES solutions

• Relationship development for excellence in business

•Communication and sharing of best practices

•Believe & Invest in your people – Training, personal development, etc.

•Give opportunity to the Economic Challenged

Our Strategic Business Model

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Usable andPractical

Information

“Right Sizing”ITES

Solutions

Moving Reporting

Into Reality

Turning Insights

IntoActions

ACommitment

To Outcomes

Opportunities & Challenges

CommunicationCo-operation &

Evolution

Information.Insight.Action.

ITES Solutions

Kenyan“Knowledge Bank”

BPO CLIENT

Holistic Approach

Solutions for Client Business

Issues

ClientBPO / ITES Providers

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TBL BPO Experiences – It’s a Continuous Growth

In the process of Continuous Growth

Know the true role you can play in your Customer business performance improvements

Identify methodology for managing and improving all of your organization's business processes

Master techniques for business process modeling / Grow your in-house competences

Have knowledge of process improvement techniques, such as ISO, Six Sigma, Lean , etc.

Understand the customer requirements

Process design and management / Knowledge management for improved performance

Engage Leadership and corporate governance to work with all levels

Thank You

LakshmanDirector, Operations & HRLakshman@technobrainbpo.com + 254 733 900 963