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

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

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

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

Integrated Learning Solutions Provider Hero Mindmine Integrated learning solutions provider Integrated Learning Solutions Provider Education and Career Services Enterprise Learning Solutions BPO Learning solutions Training Delivery Content Development Assessments and Measurement Training Consulting

Hero Mindmine today Learning centers in 160 locations 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

Assessments & measurements 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 Industries 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

National Presence 160 Learning Centers

Investment of over 40 man-years last year on Research and IP creation 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 14% 31% 37% 18% Source : Employee timesheets

Exceptional People 41% 55% 4% Post Graduate = 45% MBA Ph.D Others Educational Qualifications Average experience = 8 years Above 12 years 12% Average age = 32 years 15% Above 40 years

Our Learning professionals are our greatest asset 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 : 73 attended; less than 70% certified Selected professionals go through a rigorous certification program at the Institute Professionals are selected after a strict Recruitment and Selection process Screening Floor Test Ref. checks Presentation in domain area with handling live audience and Q&A. Personality attributes, Basic Training Skills and Domain Skills Non-solicitation Integrity 3 Rounds Psychometric tests Outstanding professionals Selection ratio < 1%

Hero Mindmine’s Core Training Modules address the key performance levers of an organization Performance Management Communication Decision Making People Management Service Delivery Leadership Performance Counseling Managing Performance Goal Setting Time Management Presentation skills Project Management Creativity Effective Inter personal Communication Delivering Powerful Presentations Successful Business writing Telephone Etiquette Corporate Etiquette Cross-cultural sensitivity Assertiveness Decision Making Negotiation Ethics and values Supervision Mentoring Coaching Team Building Conflict Management Attitude Management Change Management Train The Trainer 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 Transformation Assessment Customization Training Implementation 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 Manufacturing and Infrastructure Consumer and Retail IT and IT- Enabled Services 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 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 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]

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

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

BPO Global 22

BPO locations by stage of growth BPO countries BPO locations by stage of growth Pakistan South Korea Bulgaria Romania Canada Mexico Jamaica Brazil 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 Competing countries High Singapore Size of circle corresponds to number of qualified workers Ireland Australia Hong Kong Holland Location attractiveness Infrastructure - Communication - Basic infrastructure Country risks/FDI incentives - Attractive incentives - Political environment Time zone attractiveness 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

Country specialisation by niche 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 Canada: Application Development BPO Contact Centers Israel: High-End Software Learning Systems Romania: Application Development Contact Centers BPO

BPO India 26

BPO landscape in India Indian BPO Industry Segments 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

Enabling Forces Efforts That have Encouraged Indian BPO Industry 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 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.

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

BPO Mauritius 30

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 Zambia

In the African Continent Training In the African Continent 34

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 employable? Unemployment Un-employability Workforce readiness The biggest impediment in growth cycle is lack of skilled and trained people

Are the people ready for the industry? 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 [un-employable] Industry Employable Talent Pool Training Partners

In unison we need to address the unemployable talent pool Government Un employable Talent Pool Training Partners Industry

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

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

Making them Employable… Give them a Global BPO Professional Certification 1 Develop their language skills as demanded in BPOs 2 Develop them in the basics of the BPO Industry 3 Expose them to the job contents of entry-level BPO jobs 4 Strategically Shape their Personalities for BPO 5 Tune their Psychology and Behavior for BPO 6 Develop Career Maps for them 7 Industry endorsed skilling workshops 8 Government and Industry Support

Hero Mindmine’s Value Proposition 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 Thank you narpat.singh@heromindmine.com ashok.george@heromindmine.com A.W.George Business Head