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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
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 Learning solutions
Training Delivery
Education and C
areer S
ervices
Enterprise Learning
Solutions
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%Above 40 years
Average experience = 8 yearsAbove 12 years
12%
41%55%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
PeoplePeopleManagementManagementCommunicationCommunication DecisionDecision
MakingMakingServiceServiceDeliveryDelivery
• 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
PhilippinesMexico
Size of circle corresponds to number of qualified workersLocation attractiveness
• Infrastructure- Communication- Basic infrastructure
• Country risks/FDI incentives- Attractive incentives- Political environment
• Time zone attractiveness
LowLow
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
Russia:•High-End Software Engineering.Contact Centers
Mauritius:•Embedded Software•Hardware Services•Localization•Application Development
India:•Application Outsourcing•ITO•BPO•Product Development•Contact Centers
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
Employable
Government and Industry Support
Proven business knowledge and capability to implement successful People & Capability
development solutions
Organized according to international standards of methodology and procedures
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.
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
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
