1. HCL Business Services Corporate Overview

2. Who is HCL?
If you’re traveling on a Boeing or by Singapore Airlines, banking with Deutsche Bank, using a Nokia mobile phone, connecting through BT, buying an insurance policy from AEGON, shopping at Dixons, using medicines from Merck, communicating through a CISCO router, printing on XEROX, enjoying Viacom’s channels on your TV, seeking help on Microsoft, tracking stocks on NASDAQ, booking airline tickets over Priceline.com, or relishing Dr. Pepper Snapple’s beverages … then you’ve been touched by HCL – A company that quietly works in its customers’ shadow.

3. What we stand for?

4. HCL - Snapshot 2000 2011 Year HCL Technologies Global Market Focus
Product Engineering & R&D, Enterprise & Custom Applications, Enterprise Transformation Services, Infrastructure Management & BPO Services
Financials
Total Revenues - $ Bn
EBITDA - $ 670 Mn
Employees ,000
HCL Infosystems
Indian Market Focus
Hardware, System Integration, Networking Solutions, Managed ISP Services, Homeland Security & ICT Distribution
Enterprise Revenue Growth
2000
2011
USD 455 Mn
USD 6000 Mn
Year
Global Presence - Operations spanning 31 countries
Delivery Facilities - USA, UK, Finland, Poland, Puerto Rico, Brazil, China, Malaysia, Singapore, Australia, Czech and India
India Presence - Offices in 170 cities,
500 points of presence reaching 4,000 towns
Distribution Network - 93,000 outlets in over 9,000 towns 4

5. Globally Admired Priscilla Deepika, HCL BSERV
Included in Forbes’ prestigious 'Asia's Fab 50 List' for 2010 
One of the 44 Most Democratic Workplaces in the World
One of Britain’s Top Employers for the 4th Consecutive Year
Best Employer in India – Hewitt Study 2009
HCL Technologies is Disruptive and Bears Watching…though it has not received the hype of a salesforce.com or Google, we believe HCL may very well be one of the contenders to lead the IT services world of the very near future.”
HCL is taught at Harvard as a premier case study on strategy and organizational leadership
Priscilla Deepika, HCL BSERV
World’s Most Influential – Five companies to watch:
Facebook, HCL Technologies, Craigs List, SKS MicroFinance, LI & Fung
“IBM and the other multinationals are becoming increasingly nervous about HCL Technologies…”
Acknowledges HCL Technologies as the world’s most modern management
Darden School of Business has done a case study on the impact created by HCL through its “Employees First Customers Second” practice
Published by Harvard Press, the Employees First, Customers Second book is admired by global thought leaders such as Tom Peters, Tony Hsieh, Gary Hamel, Judy McGrath, Ram Charan and Victor K. Fung;
Ranked No. 17 on the Best Seller list in 800-CEO-READ, a leading global retailer of management books; Listed amongst the ‘Best Business Books of 2010’ by the Library Journal of America, and ranked No. 7 on Amazon UK’s listing of ‘Best Business Books of 2010’.

6. A Unique Approach to Management – Employees First, Customers Second
Maximum value is created at the Employee-Customer Interface. This is called the Value Zone
The aim of Employees First is to achieve a “wow” at this interface by inverting the management pyramid and increasing accountability to the value zone
The Employee becomes the owner of the change and in turn strives to deliver the best to his/ her customer
The Value Zone
Reverse Accountability
Maximizing the wow in the value zone
Employee
Enabling Function
Management

7. Full Services Portfolio
27.1%
10.8%
8.4%
6.8%
7.2%
5.8%
24.6%
9.1%
18.5%
31.8%
5.7%
21.3%
22.8%
26.6%
16.3%
57.1%
Others
BPO
Asia
Media and Entertainment
Energy-Utilities, Public Services
Infrastructure Services
Healthcare
Europe
Retail and Consumer
Telecom
Custom Applications
Manufacturing
Engineering and R&D US
Financial Services
Enterprise Applications
Vertical Mix (Revenues – Q2 FY11)
Service Mix (Revenues – Q2 FY11)
Geo Mix (Revenues – Q2 FY11)
Full Services Co-Sourcing
For easy optimization and end-to-end IT integration
for measurable business outcomes

8. HCL BPO to HCL BSERV – Changing Business Environment?
Domain orientation
Innovations & Improvement based work
Business Services approach
Output / Risk-Reward based
Multi geographic delivery model
World-class standards, expectations of delivery
What
Clients are Demanding?
Call Centric competence
Cost Arbitrage
Process Efficiency
Volume hiring & Training
India Centric processes
Restricted Careers
Single language organization
Compliances & internal
processes
Domain/Technology competence
Innovation
Collaborative
Value Based Process design & Solution
Skill Based Hiring
Integrated Global Solutions
Global work culture
Global compliance
Global landscape
Traditional BPO
People who understand the client’s business
HCL Business Services
HCL Business Services (HCL BSERV) – the NeXt Generation BPO

9. HCL BSERV Fast Facts 6σ Geographic Presence
US, UK , APAC, Europe and South America
Revenue
USD 214 Mn*
Professionals 11,500+
Languages
8 European Languages
*Trailing Twelve Months (TTM) as on 30th June 2010
Industry
Services
Telecom
Retail, CPG & Utility
Banking & Financial Services
Hi-tech, Manufacturing and Engineering
Insurance and HealthCare
Media, Publishing and Entertainment
Supply Chain Management
Finance & Accounts Outsourcing
Knowledge Process Outsourcing
Human Resources Outsourcing
Customer Relationship Management
Technical Support Services
Business Focus
100+ Customers
Process – ISO 9001
Environment – ISO 14001
IT – ISO 20000
IT Security – ISO 27001
COPC
CCA 6σ
Quality &
Compliance
Kaizen OE
SAS 70 Compliant
OHSAS 18001
BPR
Revenue Spread

10. Industry Accolades People Focus Capability Excellence
Won the prestigious QCI-DL Shah National Award 2011 on Economics of Quality - the ‘National Best of All Awards’
First BPO company in the world to be appraised at Maturity Level 5 of People CMM
QAI, 2009
HCL BSERV wins CIO ‘ingenious 100’ Award 2009
CIO-IDG India 2009
Ranked No.1 Employer in India and Best Employer in Asia
Hewitt Associates, 2009
HCL BSERV wins Technology Award
Indiatimes BPO Industry Awards 2008
Ranked among top 10 in the Employee Satisfaction Survey
DQ-IDC, 2009
Special award for consistent excellence for outsourcing practice across all disciplines
National Outsourcing Association, 2007
Corporate Excellence
HCL ranks in the Leaders Category of Retail-specific FAO services providers, Everest, 2009
Ranked among ‘The Top Five BPO in India’
Nasscom 2011
Corporate Ethics
Ranked in the ‘Leaders’ category of the Global Outsourcing 100, IA0P 2011
Won the 1st ‘Investor of the Year’ award for employment generation in UK
UK Trade & Investment Board, 2006
Shiv Nadar, Chairman HCL Technologies Ltd. received the CNBC Asia Business Leader award for Corporate Social Responsibility in November 2009

11. HCL BSERV Practice Structure (Verticals & Horizontals)
Media, Publishing & Entertainment
Pre-press and Editorial
Content Management
Ad Design & Creation
Website Hosting & Maintenance
PPT and Flash Presentation
E-forms Creation and Testing
Digital Archiving
Health Services
Customer A/c setup
Front end services
Billing and Account Receivables
Enrollment Services
Provider Network Services
Claims Management
Medicare Services
Telecom
Retail
Energy, Utilities & Public Services
Banking &
Financial Services
Insurance
(Life & Non Life)
Operations Support & Readiness
Service Fulfillment
Service Assurance
Billing Support Services
Convergence Support
Supplier/Partner Management
Platform Based Services
Virtual Warehousing
Promotional Planning
Order Management
E-Commerce Support
Direct Store Delivery
Reward Card Management
Private Label Credit Card Management
Tracking
Billing Support Services
Billing Exception
Customer Profile Managememt
Asset Management
Fuel Resource Management
Bill Query Management
Sales Maximization
Mortgage Processing
Credit Card Customer Support
Lender Support Services
Retail Banking Services
Asset Management
Fund Accounting
Commissions
Fund Administration
Transfer Agency
Agent Licensing
Actuarial & Finance
Underwriting
Policy Servicing & Administration
Claims Management
Pension & Annuities
Account Administration
Commissions
Data Cleansing
Document Indexing
Customer Relationship Management
Knowledge Process Outsourcing
FAO
Account Payable, Receivable General Ledger and Reporting Fixed Asset & Accounting
Credit Management & Collections Regulatory Reporting & Compliance & Audit Forecast Analytics
HRO
Recruitment & Staffing Workforce Automation Benefit Administration
Payroll Workforce Development Compensation
OTHERS
Indirect Spend Management Revenue Enhancement Services Return Management
Forecasting Planning & Sourcing Business Intelligence/ Survey/ Mystery Shopping

12. Location Strategy - Portfolio Approach to Global Delivery
Europe Near shore,
Language Skills
Emerging Market
US Near shore
Emerging Market Delivery
APAC Language
Skills
Emerging Market
US Same Time Zone
Low Cost Destinations
Europe Same Time Zone,
Low cost Destinations
Australia Near shore, South Africa Near shore,
Algeria, Morocco as French Near shores 12

13. Global Footprint in line with Portfolio Approach…
Europe Near shore,
Language Skills
Northern Ireland
Krakow, Poland
Emerging Market
US Near shore
Beijing, China
Raleigh, North Carolina
Emerging Market Delivery
APAC Language
Skills
Shanghai, China
Guadalajara,
Mexico
Malaysia
Singapore
Emerging Market
Sao Leopoldo,
Brazil
US Same Time Zone
Low Cost Destinations
Europe Same Time Zone,
Low cost Destinations
Australia Near shore, South Africa Near shore,
Algeria, Morocco as French Near shores 13

14. Language Capabilities
Helsinki
Swedish
Finnish
Belfast & Armagh
English , French, Flemish, Spanish, Italian, Dutch, Catalan
FINLAND
POLAND
Raleigh, NC
CHINA
NORTHERN IRELAND
Raleigh
English
Spanish
Shanghai
Mandarin
Cantonese
Korean
Japanese
INDIA
Guadalajara English
Spanish
French
Portuguese
Brazil
SINGAPORE
Krakow, Poland
French
German
Italian
Portuguese
Spanish
Polish
Russian
Dutch
Romanian
Czech
Hebrew
Finnish
Norwegian
Sao Paolo
English
Spanish
Portuguese
German
Noida & Chennai, India
English , Hindi, other Indian Languages 14

15. Global Delivery Capacity - Functional
C1-C7 Chennai
U1 Missouri - 34
U2 Georgia - 77
U3 New Jersey - 139
United States
A1 Belfast - 929
A2 Armagh - 726
A3 Preston - 172
A4 Romford - 561
A5 Welwyn Garden City - 26
A6 Croydon - 201
United Kingdom
India
N1-N5 Noida
Sunnyvale POP
New Jersey POP
Total Capacity *
B1 Bangalore
East Europe
E1 Poland - 440
S1 Shangai China - 125
APAC
R Brazil - 150
Brazil
Poland
China
S2 Malaysia - 100
South America
Malaysia
*Numbers mentioned are seat capacity in each centre

16. Employee First Initiative
The tenets of Employees First
Employees First is a philosophy that recognizes employees as strategic to the ownership of the company’s functions and it’s way of working.
Employees First Enables, Engages and Empowers employees to maximize the value by creating the WOW in the value zone 1 2
Mirror, Mirror…
Trust through Transparency
Accepting imperfections as catalysts for transformation
Seeding trust by stretching the envelope of transparency 3 4
Inverted Pyramid
Recasting the role of the CEO
Reversing accountability by bringing the bottom to the top
Decentralizing decision making

17. HR Best Practices Distance Education Policy Career Development
This program provides a platform to the young talent that wish to further their educational aspirations.
Distance Education Policy
First BPO Company to be apprised at PCMM level 5
A program for nurturing in-house talent & addressing employee aspirations. Provides Career opportunities with Software and Infrastructure divisions
Tie-up with IIMC to run on-site General Management Course
An exclusive program to recognize, reward and celebrate the noteworthy performances of HCL-ites.
The objective is to create a culture of stimulating professional excellence
An accelerated career progression path for advisors enabling them to be groomed as first level supervisors.
A one-one forum where employee is made aware of the various career progression avenues to explore to move higher up the ladder
A business continuity measure identifying key employees and suitable successors to carry out critical task during their absence
Career Development
Discussions
Micro Succession
Planning

18. Quality & Compliance 2010 2008 2009 2005 2007 2003 2004 2002 QCI award
PCMM Level 5
World’s First BPO
2010
2008
ISO 27001
Information Security Management System
2009
ISO 20000
IT Service Management System
Information Security Management System (BS7799)
2005
2007
OHSAS 18001
Health and Safety Management System
ISO 14001
Environment Management System
ISO 9001
2003
2004
IBMS
(Integrated Business Management System) World’s First BPO
First Indian & Third Company in the World to be COPC Certified for Collections Process
Purdue Benchmark Certification
2002

19. Quality & Compliance Holistic focus on business goals Continuous
IBMS
PLAN DO
CHECK
ACT
Continuous
Improvement
Information Security
Six Sigma
ISO 27001:2005 Certified
People
Enterprise wide Certification
PCMM Level 5 Appraised
133 controls
across
11 domains
Data Security
Data Privacy
Data Integrity
Process - Performance
OHSAS 18001:2007
Certified
BPR
ISO 9001:2000 Certified
ILO – OSH Guidelines
Compliant
SOX – DPA - SAS 70 Compliance
Lean
COPC Rel 4.1 Certified
Environment
IT Services – ITIL Practices
Kaizen
ISO 10002:2004 Compliant
ISO 14001:2004
Certified
ISO 20000:2005 Certified
Integrated Business Management System

20. HCL BSERV: Technology Network

21. Technology Network HCL DS3 NETWORK PSTN Cloud N1 N2 N4 N5 C1 C2 C5 C3
Noida
Mumbai
Chennai C1 C2 C5
HCL DS3
NETWORK C3 C4 C7 UK
New Jersey
Sunnyvale
PSTN
Cloud
Florida
Arizona

22. HCL Advantage – Integrated Services
Quality
Certifications
Scalable
Solutions
Leveraged Delivery
Through
Partnerships
Methodologies
&
Frameworks
Robust
Infrastructure
Risk Mitigated
Delivery
Centres
Tools &
Technologies
Innovative
Business
Models
INFRA IT
BSERV
Integrated Service Offerings

23. A Unique Approach to IT – Business and IT Handshake Suite
I want to have a complete view of my landscape
I want to monitor my business impact
I want to maximize my asset performance
I want to deliver process insights for strategic decision making
Discover & model dependencies among end to end business processes, the supporting application, databases & infrastructure
Track real time business KPIs through regular IT operations such as incident management
Recommendations that streamline business processes & optimize applications, infrastructure & data
Build responsive systems that can proactively report on business KPIs, self remediate & generate data
Identify Trends & Make
Gain Visibility to
Based on these Recommendations
Facilitate Strategic Decision Making
Enterprise Discovery
Optimization Services
IT Solutions Delivery and Support
Integrated IT Operations
Run Time Visibility
APO
Infrastructure
Data
Applications
Business Processes
Discover
Build
Rationalize
Run
Watch
Process Optimization
Optimization

24. The other side of HCLites Corporate Social Responsibility
Educational Tie-ups – 1 HCLite teaches 7 underprivileged people
VidyaGyan – A landmark educational initiative for meritorious rural underprivileged children, completely free
SSN College of Engineering - An India top 10 private engineering college from The Shiv Nadar Foundation, envisioned to be a global knowledge institution enabling world class scientific research
Plant a tree initiative – one tree per client visit (with every client coming to India, a tree is planted)
Extensive tie-ups with NGOs, women forums, social service communities, health institutions, blind children institutions
Employee driven association with multiple child care programs across regions
One of the first companies to have a comprehensive environment management program, HCL is the first company in the country to be ISO14001 compliant
First company in India to have a comprehensive policy on Waste of Electrical & Electronic Equipment (WEEE) European Union (2002/96/EC) Directive
First company in India to launch RoHS compliant laptops
Tie up with rural women foundation for the buying of their hand woven material, planting of trees for villages and their education

25. 80000 HCLites make it possible25