Genesis of Hero Mindmine

 Talent shortage in new emerging

businesses
Build the bridge
 Opportunity for India and between formal
companies in India in the global education system
service sector and industry needs

 The Hero Groups’ desire to give to Help companies

become globally
the society and at the same time competitiveness
contribute to building the economy 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 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 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

Enterprise Learning
Solutions
Services

Training Delivery

Content Development

Assessments and Measurement

Training Consulting
Areas of Expertise

Training Training
Delivery 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
Content &
Development measurements
 Capabilities and markets

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

160
Learning Centers
 At Hero Mindmine, we have always invested significant
resources in Research and Development

Self Dev. &

Training
Renewal
Delivery
14% Investment of
31%
over 40 man-
37% years last year
18% on Research
and IP creation

Research & TNA, Customi-

Content zation &
Development Preparation

Source : Employee timesheets

Exceptional People

Educational Qualifications

Post Graduate = 45%

Others MBA

55% 41%
4%

Ph.D

Average age = 32 years

Average experience = 8 years
Above Above
12% 12 40
years
15% years
Our Learning professionals are our greatest asset

Professionals are selected after a strict Selected professionals go through a

Recruitment and Selection process rigorous certification program at the
Institute

Shadowing BOOT Coaching

Screening Floor Test Ref. checks CAMP

• Observations • 10-15 Train • Handholding

• Presentation in • Non- as a learner the Trainer - co-training
•3 Rounds domain area solicitation programs in - coaching
•Psychometric with handling • Integrity a quarter
tests live audience
and Q&A. • Adult
• Personality Learning
attributes, skills and
Basic Training Domain
Skills and skills
Domain Skills
• Outstanding Last quarter :
professional 73 attended;
s less than 70%
• Selection certified
ratio < 1%
Hero Mindmine’s Core Training Modules address
the key performance levers of an organization

Performance Decision People Service

Communication
Management Making Management Delivery

• Leadership • Effective Inter • Decision • Supervision • Customer

• Performance personal Making • Mentoring Service
Counseling Communication • Negotiation • Customer
• Coaching
• Managing • Delivering • Ethics and Management
• Team Building
Performance Powerful values • Tele
Presentations • Conflict customer
• Goal Setting Management
• Successful service
• Time Business writing • Attitude
Management • Tele Sales
• Telephone Management
• Presentation • Collections
Etiquette • Change
skills Management • Key Account
• Corporate Management
• Project • Train The
Etiquette
Management Trainer • Channel &
• Cross-cultural Agency
• Creativity
sensitivity Management
• Assertiveness
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

Transformatio
Assessment Customization Training Implementation n

Intervention Content
Systems
Structure Customization
integration
Validation

Program
Content Program Post Workshop
Validation Execution Review
Objective/s
Formulation

Needs
Initial Identification &
Brief Analysis
Partial list of Clients

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

Brazil
Americas Jamaica Mexico Canada
Chile
Venezuela

Czech Republic
Ireland
Bulgaria Russia Hungary
Europe, Israel
Romania Ukraine Poland
Middle East
UK
and Africa Africa
(EMEA)

Infancy Emerging Escalating Established

 BPO countries

Competing countries
High
Singapore Ireland Size of circle
corresponds
Australia to number of
Hong Holland qualified
Location attractiveness
Kong workers
• Infrastructure U.K.
- Communication
- Basic infrastructure
• Country risks/FDI  Romania? India
incentives
- Attractive incentives
- Political environment
• Time zone
attractiveness Philippines
Mexico
China

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

Country specialisation by niche

Mauritius:
Mauritius:
•Embedded Software
Russia: •Embedded Software Philippines:
Russia: •Hardware Services
•High-End Software •Hardware Services •BPO
•High-End Software •Localization
Engineering •Localization •Contact Centers
Engineering •Application
.Contact Centers •Application •Animation
Ireland: .Contact Centers Development
Ireland: Development •Application
•Packaged
•Packaged Development
Applications
Applications
•Localization
•Localization
•Product
•ProductDevelopment
Development

India:
India:
•Application
•Application
Outsourcing
Outsourcing
Canada: Romania: •ITO
•Application Israel: •Application •ITO
Israel: •BPO
Development •High-End Development •BPO
•High-EndSoftware
Software •Product
•Product
•BPO •Learning •Contact Centers
•Contact Centers •LearningSystems
Systems •BPO
Development
Development
•Contact Centers
•Contact Centers
BPO
India
BPO landscape in India

Large Multinational Corporations Pure Play Indian BPO companies

 EDS WNS
 Accenture EXL Service
 IBM ICICI One Source
 HP 24/7

Indian BPO
Industry Segments

Companies with Captive Facilities Indian Integrated IT-BPO

providers
AMEX
Infosys BPO
Fidelity
Wipro BPO
DELL
HCL
Microsoft
Nipuna (Satyam)
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)
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
 Discussions open with
– South Africa
– Botswana
– Zambia
 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? Un-employability?
OR

Is the current
talent pool
Unemployment employable?

Un-employability

Workforce readiness

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

Talent Pool Employable

Industry Talent Pool
[un-employable]

Training
Partner
s
In unison we need to address the unemployable talent
pool

Government

Un employable
Talent Pool

Training
Partner Industry
s
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…

1 Give them a Global BPO Professional Certification

Employable
2 Develop their language skills as demanded in BPOs

3 Develop them in the basics of the BPO Industry

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

5 Strategically Shape their Personalities for BPO

6 Tune their Psychology and Behavior for BPO

7 Develop Career Maps for them

8 Industry endorsed skilling workshops

Government and Industry Support

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 Worldclass Knowledge & Intellectual Property

Reservoir (Training methodologies, learning
Value support material, industry knowledge base,
Proposition 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
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