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Build the bridge between formal education system and industry needs. Help companies become globally competitiveness through better use of human resources. Genesis of Hero Mindmine . Talent shortage in new emerging businesses

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Genesis of Hero Mindmine


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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

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
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

We are part of The HERO Group
slide4

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

slide5

Education and Career Services

Enterprise Learning Solutions

Content Development

Assessments and Measurement

Training Consulting

Hero Mindmine Integrated learning solutions provider

Integrated Learning Solutions Provider

BPO Learning solutions

Training Delivery

areas of expertise
Areas of Expertise

Training Delivery

Training Consulting

“Partner with clients to offer end-to-end solutions in Training & Development servicesand deliver results by enhancing service quality, productivity and performance”

Assessments & measurements

Content Development

slide7

Capabilities and markets

Industries

Domains

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
National Presence

160

Learning Centers

at hero mindmine we have always invested significant resources in research and 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

14%

31%

37%

18%

Source : Employee timesheets

exceptional people

Educational Qualifications

Average age = 32 years

Above 40 years

Post Graduate = 45%

15%

MBA

Others

55%

41%

4%

Ph.D

Average experience = 8 years

Above 12 years

12%

Exceptional People
our learning professionals are our greatest asset

Selected professionals go through a rigorous certification program at the Institute

BOOT CAMP

Shadowing

Coaching

  • Observations as a learner
  • 10-15 Train the Trainer programs in a quarter
  • Handholding - co-training- coaching
  • Adult Learning skills and Domain skills

Last quarter : 73 attended; less than 70% certified

Our Learning professionals are our greatest asset

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
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

slide13

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.

slide14

Content Customization

Intervention Structure Validation

Systems integration

Program Execution

Content Validation

Post Workshop Review

Program Objective/s Formulation

Needs Identification & Analysis

Initial Brief

“ACT IT” Model for delivering results

Transformation

Assessment

Customization

Training

Implementation

slide15

Partial list of Clients

Manufacturing and Infrastructure

Banking , Financial & Consulting Services

Consumer and Retail

IT and IT- Enabled 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 International Partners
our knowledge partners
ISB [ Hyderabad]

IIT [Delhi]

IIM [Lucknow]

MDI [Gurgaon]

Our Knowledge Partners
slide18

BPO

Global

slide19

Malaysia

Thailand

Vietnam

Australia

India

Singapore

Pakistan

South Korea

Mauritius

Philippines

Asia Pacific

Brazil

Chile

Venezuela

Americas

Jamaica

Mexico

Canada

Czech Republic

Hungary

Poland

Africa

Ireland

Israel

UK

Bulgaria

Romania

Russia

Ukraine

Europe, Middle East and Africa (EMEA)

Infancy

Emerging

Escalating

Established

BPO countries

BPO locations by stage of growth

slide20

BPOcountries

Competing countries

High

Size of circle corresponds to number of qualified workers

  • Singapore
  • Ireland
  • Australia
  • Holland
  • Hong Kong

Location attractiveness

  • Infrastructure

- Communication

- Basic infrastructure

  • Country risks/FDI incentives- Attractive incentives

- Political environment

  • Time zone attractiveness
  • U.K.
  • India
  • Romania?
  • Philippines
  • Mexico
  • China

Low

Low

High

Capabilities of workers

  • Qualifications/capabilities
  • Foreign languages (primarily English)
  • Quality of work/work ethic
  • Cost differential
slide21

BPOcountries

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

Israel:

  • High-End Software
  • Learning Systems

Canada:

  • Application

Development

  • BPO
  • Contact Centers

Romania:

  • Application

Development

  • Contact Centers
  • BPO
slide22

BPO

India

slide23

Large Multinational Corporations

  • EDS
  • Accenture
  • IBM
  • HP

Pure Play Indian BPO companies

WNS

EXL Service

ICICI One Source

24/7

Indian BPO Industry Segments

Companies with Captive Facilities

AMEX

Fidelity

DELL

Microsoft

Indian Integrated IT-BPO providers

Infosys BPO

Wipro BPO

HCL

Nipuna (Satyam)

BPO landscape in India

slide24

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.
slide25

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)
slide26

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 ServicesVision of Government
today
Mauritius French and English population makes it a unique chance for offshore business process outsourcing.Today..
onwards expansion
Mauritius forms a hub for extension of our services to

Kenya

Botswana

Madagascar

Discussions open with

South Africa

Botswana

Zambia

Onwards Expansion
slide30

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

What We Can Do For You
other interventions
Help create and establish Service Mindset

Create a wealth of employable manpower for the growing service industry

Other Interventions
challenge to our growth
Challenge to our growth

Un-employability?

Unemployment?

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

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?

Challenges
who needs to address these issues
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
In unison we need to address the unemployable talent pool

Government

Un employable

Talent Pool

Training Partners

Industry

slide37

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
slide38

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

Government and Industry Support

Making them Employable…

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

slide40

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

What we all need to do in unison
thank you narpat singh@heromindmine com ashok george@heromindmine com a w george business head
Thank younarpat.singh@heromindmine.comashok.george@heromindmine.comA.W.GeorgeBusiness Head