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 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
Content Development
Assessments and Measurement
Training Consulting
Enterprise Learning
Solutions
BPO Learning solutions
Education and Career
Services
Training Delivery
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”
Content
Development
Assessments
&
measurements
Capabilities and markets
Industries
Domains
• Aviation
• Communication
• Banking
• Leadership
• Sales
• Service
• Team
Effectiveness
• Content
Development
• Training
Consulting
• Assessments &
Measurements
• Consumer
Durables
UK (England,
Scotland,
Ireland)
• Consumer Nondurables
Canada
Mauriti
us
US
India
• Financial Services
& products
• Energy
Hong Kong• HR services
Singapore
• Insurance
Malaysia
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
Training
Delivery
Investment of
over 40 manyears last year
on Research
and IP creation
14%
31%
37%
18%
Research &
Content
Development
Source : Employee timesheets
TNA, Customization &
Preparation
Exceptional People
Educational Qualifications
Post Graduate = 45%
MBA
Others
55%
41%
4%
Ph.D
Average experience = 8 years
12%
Above
12
years
Average age = 32 years
15%
Above
40
years
Our Learning professionals are our greatest asset
Professionals are selected after a strict
Recruitment and Selection process
Screening
Floor Test
• Presentation in
•3 Rounds
domain area
•Psychometric with handling
tests
live audience
and Q&A.
• Personality
attributes,
Basic Training
Skills and
Domain Skills
• Outstanding
professional
s
• Selection
ratio < 1%
Ref. checks
• Nonsolicitation
• Integrity
Selected professionals go through a
rigorous certification program at the
Institute
Shadowing
• Observations
as a learner
BOOT
CAMP
• 10-15 Train
the Trainer
programs in
a quarter
• Adult
Learning
skills and
Domain
skills
Last quarter :
73 attended;
less than 70%
certified
Coaching
• Handholding
- co-training
- coaching
Hero Mindmine’s 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
Decision
Making
People
Management
• Effective Inter
personal
Communication
• Decision
Making
• Supervision
• Negotiation
• Delivering
Powerful
Presentations
• Coaching
• Ethics and
values
• Team Building
• Successful
Business writing
• Telephone
Etiquette
• Corporate
Etiquette
• Cross-cultural
sensitivity
• Assertiveness
• Mentoring
• 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
Intervention
Structure
Validation
Program
Objective/s
Formulation
Initial
Brief
Needs
Identification &
Analysis
Customization
Training
Content
Customization
Content
Validation
Implementation
Systems
integration
Program
Execution
Post Workshop
Review
Transformation
Partial list of Clients
Manufacturing and
Infrastructure
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•
•
•
•
•
•
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
•
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•
•
•
•
•
•
•
•
•
•
•
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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
IT and IT- Enabled
Services
• 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
Banking , Financial &
Consulting Services
•
•
•
•
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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
Asia Pacific
South Korea
Thailand
Vietnam
Australia
Mauritius
Philippines
India
Singapore
Brazil
Americas
Chile
Jamaica
Mexico
Canada
Venezuela
Czech Republic
Europe,
Middle East
and Africa
(EMEA)
Bulgaria
Russia
Hungary
Romania
Ukraine
Poland
Africa
Infancy
Emerging
Escalating
Ireland
Israel
UK
Established
BPO countries
Competing countries
High
Singapore
Hong
Kong
Location attractiveness
• Infrastructure
- Communication
- Basic infrastructure
• Country risks/FDI
incentives
- Attractive incentives
- Political environment
• Time zone
attractiveness
Holland
Size of circle
corresponds
to number of
qualified
workers
Ireland
Australia
U.K.
 Romania?
India
Philippines
Mexico
China
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
Ireland:
•Packaged
Applications
•Localization
•Product Development
Canada:
•Application
Development
•BPO
•Contact Centers
Russia:
•High-End Software
Engineering
.Contact Centers
Israel:
•High-End Software
•Learning Systems
Mauritius:
•Embedded Software
•Hardware Services
•Localization
•Application
Development
Romania:
•Application
Development
•Contact Centers
•BPO
Philippines:
•BPO
•Contact Centers
•Animation
•Application
Development
India:
•Application
Outsourcing
•ITO
•BPO
•Product
Development
•Contact Centers
BPO
India
BPO landscape in India
Large Multinational
Corporations
Pure Play Indian BPO companies
WNS
 EDS
EXL Service
 Accenture
ICICI One Source
 IBM
24/7
 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. 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?
OR
Un-employability?
Unemployment
Is the current
talent pool
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
Industry
Training
Partner
s
Talent Pool
[un-employable]
Employable
Talent Pool
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
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
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
Employable
1
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
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 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