1 Operational Genpact

2 What Do Clients Value in Outsourcing Relationships? Responsiveness and customer service Meets and guarantees SLAs Enable future business strategies Expertise within your industry Trusted, strategic relationship Short implementation/transition period Provisioning of best of breed technology 0% 20% 40% 60% 80% 100% % of respondents rating number one Source: IDC, Microsoft Seminar Key Challenges Speed  Service  Partnership  Knowledge

3 Responsiveness and Customer Service  Customer comes first …. respond immediately, completely, and concisely  Listen to the customer …. judge customer pulse …. understand the underlying message…. some customers may be polite and unhappy Customers come First!! Second, Third and Fourth!  Customer Service  Do not be defensive / argumentative …. no matter what the metrics say …. if a customer does not feel “Green” you are not “Green”  Do not use constraints not to deliver …. ask for help …. demand it!!

4 Go Beyond just Meeting SLAs ….  Our customers want you to:  Understand their processes end to end … not just the part that you manage  Go beyond what is written – beyond SOPs & SLAs …. these are a given but not the end  Evaluate the impact of errors & non performance on their business and raise the red flag first  Proactively react to situations …. keep an eye for unusual events and find solutions collectively …. we are partners Our Customers Business is Our Business We succeed when They Succeed  Execute well …. it leads to more opportunities to extend our current scope of work …. and good references to add new customers to our portfolio  Know the process well enough to do it yourself

5 Enable Future Business Strategies Deliver Business Impact  Focus on End to End deliverables ….. ask yourself what you can do to impact our customer’s business …. money talks!!  Everything you say & do impacts the customer …. make it positive ….. don’t hesitate to suggest and drive changes in processes upstream or downstream The Business Impact we Deliver Today Will Deliver Growth in the Future  Teams here have delivered over $100MM in customer impact….you can deliver hard $$s too!!

6 Expertise within Industry …. Build it …. Use it Understand your customers business …. Industry… Company …. Competition  Do you know what keeps your customer awake? Solve it!!  Do you know what we can do to make your Customer win? Do it!!  Do you know what will challenge your customer in the future? Plan for it!! Build Expertise – Research & Learn Become a true advisor to your customer

7 Operations Excellence… deliver on it 24X7  Best-In-Class rigor…daily, weekly, monthly  Metrics, reporting, dashboards… shows you the health of the process  Connect with your teams…listen to them.. its amazing what you will learn  Calendarise your reviews…. with customers & teams  Use the tools – ALERT, Visual Management Systems  Escalate proactively… if there’s a potential issue... it is your responsibility to let key stakeholders know Operations Excellence is what we breathe and live It is why customers come to us!  Walk the floor… it’s the only way to know what is happening real time

8 Our People are the Backbone of Operations Excellence!!  People are the cornerstone of our delivery and not a hobby…. you are accountable for your team  Understand the key motivators of employee satisfaction and deliver that  Coach your team … give them timely feedback Your success is solely dependent on The success of your team  People leave supervisors and not companies....build strong relationships with your team so that they will want to stay in the company because of YOU  Use the Top 10 HR Practices in Spirit!!

9 Welcome to Genpact !! You are the Center of our Success We will support you with Operations Excellence Learning Path Job Aids / Checklists / Case Studies Handbook on Being an Effective Meet your Training Leader TODAY!

10 Operation Excellence Framework Learn Perform Sustain Purpose Ensuring sustenance of Key Op-ex and People Practices Tools COE specific controls to ensure sustenance (samples attached) Manager Certification Purpose Equipping Mangers with Tools & References to be effective Tools Job Aids :Checklist of Daily / Weekly / Monthly Tasks Handbook : Being an Effective Purpose Training New Operations Managers on essentials of customer, process, and people management Tools Manager Effectiveness Learning Path Tollgates for Successful Completion (Self & Manager) 0-6 Months Ongoing Quarterly/ Six Monthly

11 Operations Excellence Certification Plan The Need  Create / Reinforce skills to manage Customers, Processes & People effectively and deliver on Operational Excellence Who is it meant for?  All Band 4+ employees…  New to the company  Existing Managers  Existing Managers who have moved into a new assignment Resources & Tools  50+ day learning path  Supervisor checklist (job aid)  ‘Being an Effective Manager’ Handbook  Self Certification Checklist + Manager Sign off

12 Deployment Plan Activities OwnersTimelines All COEs to confirm that content for COE Trng Ldr20 th April LP exists Gap Analysis for all employees DOJCOE Trng Ldr30 th April <1 st April Action Plan and Timelines for addressingOps Ldr30 th April Gap New Joinees DOJ of 1 st May onwardsCOE Trng Ldr1 st May onwards Assigning LP w.e.f + Reporting progress Monthly reporting on progress on COE TrainingMonthly Training Scorecard + CEO Dashboard Existing New