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
Build the bridge between formal education system and industry needs Help companies become globally competitiveness through better use of human resources

A good business opportunity for Hero given its inherent strengths

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 worlds largest bicycle maker Hero Honda is the worlds 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 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

Hero Mindmine Integrated learning solutions provider

Integrated Learning Solutions Provider BPO Learning solutions Education and Career Services

Enterprise Learning Solutions

Training Delivery Content Development Assessments and Measurement Training Consulting

Areas of Expertise

Training Delivery

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 Assessments & measurements

Content Development

Capabilities and markets

Domains Communication Leadership
UK (England, Scotland, Ireland) Canada Mauriti us India

Industries Aviation Banking

Sales
Service Team Effectiveness

Consumer Durables
Consumer Nondurables Financial Services & products Energy
Hong Kong HR services Singapore Insurance Malaysia

US

Content Development
Training Consulting Assessments & Measurements

Australia

IT services and products

Publishing & Knowledge Services

Telecommunication

National Presence

160 Learning Centers

At Hero Mindmine, we have always invested significant resources in Research and Development

Self Dev. & Renewal

14%

Training Delivery
31%

37% 18%

Investment of over 40 manyears last year on Research and IP creation

TNA, Customization & Preparation

Research & Content Development

Source : Employee timesheets

Exceptional People
Educational Qualifications Post Graduate = 45%
Others MBA

55%
4%
Ph.D

41%

Average experience = 8 years 12%

Above 12 years

Average age = 32 years

Above 40 years

15%

Our Learning professionals are our greatest asset

Professionals are selected after a strict Recruitment and Selection process

Selected professionals go through a rigorous certification program at the Institute

Screening

Floor Test

Ref. checks

Shadowing
Observations as a learner

BOOT CAMP
10-15 Train the Trainer programs in a quarter Adult Learning skills and Domain skills

Coaching
Handholding - co-training - coaching

Presentation in 3 Rounds domain area Psychometric with handling tests live audience and Q&A. Personality attributes, Basic Training Skills and Domain Skills

Nonsolicitation Integrity

Outstanding professional s Selection ratio < 1%

Last quarter : 73 attended; less than 70% certified

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

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.

ACT IT Model for delivering results

Assessment

Customization

Training

Implementation

Transformation

Intervention Structure Validation

Content Customization

Systems integration

Program Objective/s Formulation

Content Validation

Program Execution

Post Workshop Review

Initial Brief

Needs Identification & Analysis

Partial list of Clients

Manufacturing and Infrastructure
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

Consumer and Retail

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

Banking , Financial & Consulting Services

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)

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]

BPO
Global

BPO countries BPO locations by stage of growth

Malaysia Pakistan Australia Mauritius Philippines India Singapore

Asia Pacific

Thailand Vietnam

South Korea

Brazil

Americas

Chile Venezuela

Jamaica

Mexico

Canada

Czech Republic

Europe, Middle East and Africa (EMEA)

Bulgaria Romania

Russia Ukraine

Hungary Poland Africa

Ireland Israel UK

Infancy

Emerging

Escalating

Established

BPO countries Competing countries

High

Singapore
Holland

Ireland Australia U.K.

Location attractiveness Infrastructure - Communication - Basic infrastructure Country risks/FDI incentives - Attractive incentives - Political environment Time zone attractiveness China

Hong Kong

Size of circle corresponds to number of qualified workers India

Romania?

Philippines Mexico

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

BPO countries Country specialisation by niche

Russia: High-End Software Engineering .Contact Centers Mauritius: Embedded Software Hardware Services Localization Application Development Philippines: BPO Contact Centers Animation Application Development

Ireland: Packaged Applications Localization Product Development

Canada: Application Development BPO Contact Centers

Israel: High-End Software Learning Systems

Romania: Application Development Contact Centers BPO

India: Application Outsourcing ITO BPO Product Development Contact Centers

BPO
India

BPO landscape in India

Large Multinational Corporations EDS Accenture Pure Play Indian BPO companies WNS EXL Service ICICI One Source 24/7

IBM
HP

Indian BPO Industry Segments

Companies with Captive Facilities AMEX Fidelity DELL Microsoft

Indian Integrated IT-BPO providers

Infosys BPO Wipro BPO HCL

Nipuna (Satyam)

Enabling Forces
Efforts That have Encouraged Indian BPO Industry 1. Indias 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 Mindmines initiative to Certify all the manpower it trains (BCI Certifications are now embedded in all our BPO Agent Development Programs)

BPO
Mauritius

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 South Africa Botswana Zambia

Discussions open with

Training In 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?

Unemployment Un-employability Workforce readiness

Is the current talent pool employable?

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

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

Government

Industry

Talent Pool
[un-employable]

Employable Talent Pool

Training Partner s

In unison we need to address the unemployable talent pool

Government

Un employable Talent Pool

Training Partner s

Industry

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 selfregulation
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 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

8.

9.

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

Employable

2
3 4 5 6 7 8

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

Government and Industry Support

What is Hero Mindmine Value Proposition? Hero Mindmines 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 Mindmines 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 Worlds largest & most respected BPOs

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.George Business Head