Genesis of Hero Mindmine

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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

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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

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A new phase evolution of Hero Mindmine into an
Integrated learning solutions provider

• Started as a company training people for call
  centers and BPO
• In a short span of 3 years, reached leadership
  position in the BPO space
• Enterprise Learning Solutions (including
  Corporate Training) as the next focus area
• We have now defined a much larger charter for
  ourselves Become an INTEGRATED LEARNING
  SOLUTIONS PROVIDER
• This vision will be achieved in partnership and
  consultation with Industry leaders

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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
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Hero Mindmine Integrated learning solutions
provider
Integrated Learning Solutions Provider
BPO Learning solutions
Training Delivery
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Hero Mindmine today
Enterprise Learning Solutions

• Learning centers in 160 locations
• Learning centers in Mauritius
• Shanghai, Dacca
• Training in 9 Indian languages
• Over 230 India\International clients
• 250,000 people trained so far
• Over 500 learning professionals

BPO Learning Solutions
Education and Career Services
Institution B-Schools\Engineering Colleges
HR Consulting
HMM today is one of the largest Training
Consulting Company in India
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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
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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
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National Presence
160 Learning Centers
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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

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Source Employee timesheets
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Exceptional People
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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 QA.
• Personality attributes, Basic Training Skills and
  Domain Skills

• Non-solicitation
• Integrity

• 3 Rounds
• Psychometric tests

• Outstanding professionals
• Selection ratio lt 1

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Hero Mindmines Core Training Modules address
the key performance levers of an organization
Performance Management
People Management
Communication
Decision Making
Service Delivery

• 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

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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.

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ACT IT Model for delivering results
Transformation
Customization
Assessment
Training
Implementation
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Partial list of Clients
Manufacturing and Infrastructure
Banking , Financial Consulting Services
Consumer and Retail
IT and IT- Enabled 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)

• 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

• 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

• Accenture
• American Express
• Computer Science Corporation
• Daksh (IBM)
• Dell
• EDS
• E-Funds
• E-serve
• GE
• Hughes
• ICICI One Source
• Infosys
• HP
• ITT
• Kanbay
• Mastek
• Msource
• Oracle

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Our International Partners

• Thomson
• DynEd
• BPO Certification Institute
• City Guilds
• ETS
• SISPARK Republic of China

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Our Knowledge Partners

• ISB Hyderabad
• IIT Delhi
• IIM Lucknow
• MDI Gurgaon

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Robust and rigorous methodology

• Best-in-class content
• Customization and tailoring to client specific
  needs
• Experiential learning
• Rigorous testing and assessments
• Post workshop review and consultation
• Commitment to the implementation process

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Rich and Cross-domain experience base

• Over 250,000 participants trained in more than
  200 leading Indian and International
  organizations
• Over 100 training and consulting professionals
  with staff and line experience across industries
• Deep expertise in serving several verticals
• Clients served internationally in SAARC,
  Malaysia, UAE and Saudi Arabia

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BPO Global
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BPO countries
BPO locations by stage of growth
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BPO countries
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

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BPO countries
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

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BPO India
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BPO landscape in India
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Enabling Forces
Efforts That have Encouraged Indian BPO Industry

• 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
• 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.

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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 Mindmines initiative to Certify all the
  manpower it trains (BCI Certifications are now
  embedded in all our BPO Agent Development
  Programs)

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BPO Mauritius
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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

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Today..

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

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Onwards Expansion

• Mauritius forms a hub for extension of our
  services to
• Kenya
• Botswana
• Madagascar
• Discussions open with
• South Africa
• Botswana
• Zambia

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Training In the African Continent
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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

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Other Interventions

• Help create and establish Service Mindset
• Create a wealth of employable manpower for the
  growing service industry

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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
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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?

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Who needs to address these issues
Government
Talent Pool un-employable
Industry
Employable Talent Pool
Training Partners
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In unison we need to address the unemployable
talent pool
Government
Un employable Talent Pool
Industry
Training Partners
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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

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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

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Making them Employable
Employable
Give them a Global BPO Professional Certification
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Develop their language skills as demanded in BPOs
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Develop them in the basics of the BPO Industry
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Expose them to the job contents of entry-level
BPO jobs
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Strategically Shape their Personalities for BPO
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Tune their Psychology and Behavior for BPO
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Develop Career Maps for them
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Industry endorsed skilling workshops
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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
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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

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Thank younarpat.singh_at_heromindmine.comashok.ge
orge_at_heromindmine.comA.W.GeorgeBusiness Head