HCL Business Services Corporate Overview
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. 2
What we stand for? 3
HCL - Snapshot HCL Technologies Product Engineering & R&D, Enterprise & Custom Applications, Enterprise Transformation Services, Infrastructure Management & BPO Services Global Market Focus Financials HCL Infosystems Total Revenues - $ 6 Bn EBITDA - $ 670 Mn Employees - 85, 000 Hardware, System Integration, Networking Solutions, Managed ISP Services, Homeland Security & ICT Distribution Indian Market Focus Enterprise Revenue Growth USD 6000 Mn India Presence - Offices in 170 cities, 500 points of presence reaching 4, 000 towns Global Presence - Operations spanning 31 countries Delivery Facilities - USA, UK, Finland, Poland, Puerto Rico, Brazil, China, Malaysia, Singapore, Australia, Czech and India Distribution Network - 93, 000 outlets in over 9, 000 towns USD 455 Mn 2011 2000 4 Year
Globally Admired 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 4 th Consecutive Year Best Employer in India – Hewitt Study 2009 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 Micro. Finance, LI & Fung 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. ” “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 Mc. Grath, 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’. 5
A Unique Approach to Management – Employees First, Customers Second Customer ¡ Maximum value is created at the Employee-Customer Interface. This is called the Value Zone Maximizing the wow in the value zone Employee The Value Zone Reverse Accountability ¡ 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 Enabling Function Management 6
Full Services Portfolio 5. 8% Others 6. 8% Media and Entertainment 7. 2% Energy-Utilities, Public Services 8. 4% Healthcare 9. 1% Retail and Consumer 5. 7% 10. 8% Telecom 27. 1% BPO 22. 8% Infrastructure Services 16. 3% Asia 26. 6% Europe 57. 1% US Manufacturing Financial Services Vertical Mix (Revenues – Q 2 FY 11) Custom Applications 18. 5% 24. 6% 31. 8% Engineering and R&D 21. 3% Enterprise Applications Service Mix (Revenues – Q 2 FY 11) Geo Mix (Revenues – Q 2 FY 11) Full Services Co-Sourcing For easy optimization and end-to-end IT integration for measurable business outcomes 7
HCL BPO to HCL BSERV – Changing Business Environment What Clients are Demanding? • • • Domain orientation Innovations & Improvement based work Business Services approach Output / Risk-Reward based Multi geographic delivery model World-class standards, expectations of delivery § Call Centric competence § Cost Arbitrage • • § Domain/Technology competence § Innovation § Collaborative Process Efficiency Volume hiring & Training India Centric processes Restricted Careers Single language organization Compliances & internal processes • • • Value Based Process design & Solution Skill Based Hiring Integrated Global Solutions Global work culture Global compliance Global landscape People who understand the client’s business Traditional BPO HCL Business Services (HCL BSERV) – the Ne. Xt Generation BPO 8
HCL BSERV Fast Facts Geographic Presence US, UK , APAC, Europe and South America Revenue USD 214 Mn* Professionals 11, 500+ *Trailing Twelve Months (TTM) as on 30 th June 2010 Industry § Telecom § Retail, CPG & Utility § Banking & Financial Business Focus Quality & Compliance Services § Hi-tech, Manufacturing and Engineering § Insurance and Health. Care § Media, Publishing and Entertainment § § § Services § Supply Chain Management § Finance & Accounts Outsourcing § Knowledge Process Outsourcing § Human Resources Outsourcing § Customer Relationship Management § Technical Support Services Process – ISO 9001 Environment – ISO 14001 IT – ISO 20000 IT Security – ISO 27001 COPC CCA § SAS 70 Compliant § OHSAS 18001 100+ Customers 6σ Kaizen OE BPR Revenue Spread 9 Languages 8 European Languages
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 Ranked among top 10 in the Employee Satisfaction Survey Indiatimes BPO Industry Awards 2008 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 Retailspecific FAO services providers, Everest, 2009 Ranked among ‘The Top Five BPO in India’ Corporate Ethics Nasscom 2011 Ranked in the ‘Leaders’ category of the Global Outsourcing 100, IA 0 P 2011 Won the 1 st ‘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 10
HCL BSERV Practice Structure (Verticals & Horizontals) Telecom Energy, Utilities & Public Services Retail Media, Publishing & Entertainment Banking & Financial Services § Operations Support § Virtual § Billing Support § Pre-press and § Mortgage § § § Billing Exception § § Credit Card § § § & Readiness Service Fulfillment Service Assurance Billing Support Services Convergence Support Supplier/Partner Management Platform Based Services § § § Warehousing Promotional Planning Order Management E-Commerce Support Direct Store Delivery Reward Card Management Private Label Credit Card Management Tracking Services § Customer Profile § Managememt § Asset Management § § Fuel Resource Management § § Bill Query § Management § Sales Maximization § Editorial Content Management Ad Design & Creation Website Hosting & Maintenance PPT and Flash Presentation E-forms Creation and Testing Digital Archiving Processing Customer Support § Lender Support Services § Retail Banking Services § Asset Management § Fund Accounting § Commissions § Fund Administration § Transfer Agency Insurance (Life & Non Life) § § § § § Agent Licensing Actuarial & Finance Underwriting Policy Servicing & Administration Claims Management Pension & Annuities Account Administration Commissions Data Cleansing Document Indexing Health Services § Customer A/c setup § Front end services § Billing and Account Receivables § Enrollment Services § Provider Network Services § Claims Management § Medicare Services Customer Relationship Management Knowledge Process Outsourcing FAO HRO OTHERS Account Payable, Receivable General Ledger and Reporting Fixed Asset & Accounting Credit Management & Collections Regulatory Reporting & Compliance & Audit Forecast Analytics Recruitment & Staffing Workforce Automation Benefit Administration Payroll Workforce Development Compensation Indirect Spend Management Revenue Enhancement Services Forecasting Planning & Sourcing Business Intelligence/ Survey/ Mystery Shopping 11 Return Management
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
Global Footprint in line with Portfolio Approach… Northern Ireland Europe Near shore, Language Skills Krakow, Poland Emerging Market US Near shore Beijing, China Raleigh, North Carolina Emerging Market Delivery Shanghai, China Guadalajara, Mexico APAC Language Skills Malaysia Emerging Market US Same Time Zone Low Cost Destinations Singapore Sao Leopoldo, Brazil Europe Same Time Zone, Low cost Destinations Australia Near shore, South Africa Near shore, Algeria, Morocco as French Near shores 13
Language Capabilities Helsinki Belfast & Armagh English , French, Flemish, Spanish, Italian, Dutch, Catalan Swedish Finnish FINLAND POLAND Raleigh, NC CHINA NORTHERN IRELAND Raleigh English Spanish Shanghai INDIA Guadalajara English Spanish French Portuguese Mandarin Cantonese Korean Japanese SINGAPORE Brazil Krakow, Poland Sao Paolo English Spanish Portuguese German French German Italian Portuguese Spanish Polish Russian Dutch Romanian Czech Hebrew Finnish Norwegian Noida & Chennai, India English , Hindi, other Indian Languages 14
Global Delivery Capacity - Functional United Kingdom East Europe A 1 Belfast - 929 A 2 Armagh - 726 A 3 Preston - 172 A 4 Romford - 561 A 5 Welwyn Garden City - 26 A 6 Croydon - 201 E 1 - 440 India N 1 -N 5 United Kingdom Noida - B 1 United States Sunnyvale POP Poland Bangalore - 1435 C 1 -C 7 Chennai - 4178 Poland China New Jersey POP 5778 India APAC Malaysia S 1 United States Shangai China - 125 S 2 Malaysia - 100 Brazil U 1 Missouri - 34 U 2 Georgia - 77 U 3 New Jersey - 139 South America R Brazil - *Numbers mentioned are seat capacity in each centre 15 150 Total Capacity 15071 *
Employee First Initiative The tenets of Employees First is a philosophy that recognizes employees as strategic to the ownership of the company’s functions and it’s way of working. 1 Mirror, Mirror… 2 Accepting imperfections as catalysts for transformation Employees First Enables, Engages and Empowers employees to maximize the value by creating the WOW in the value zone 3 Inverted Pyramid Reversing accountability by bringing the bottom to the top 16 Trust through Transparency Seeding trust by stretching the envelope of transparency 4 Recasting the role of the CEO Decentralizing decision making
HR Best Practices Distance Education Policy First BPO Company to be apprised at PCMM level 5 This program provides a platform to the young talent that wish to further their educational aspirations. Tie-up with IIMC to run on-site General Management Course A program for nurturing in -house talent & addressing employee aspirations. Provides Career opportunities with Software and Infrastructure divisions 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 Career Development Discussions Micro Succession Planning 17 A business continuity measure identifying key employees and suitable successors to carry out critical task during their absence
Quality & Compliance QCI award PCMM Level 5 World’s First BPO 2010 ISO 27001 Information Security Management System (BS 7799) ISO 9001 2005 2007 OHSAS 18001 Health and Safety Management System ISO 14001 Environment Management System 2004 2002 2009 ISO 20000 IT Service Management System 2003 Purdue Benchmark Certification 2008 IBMS (Integrated Business Management System) World’s First BPO First Indian & Third Company in the World to be COPC Certified for Collections Process 18
Quality & Compliance on ocus als tic f Holis iness go bus PLAN ACT IBMS Continuous Improvement DO Information Security ISO 27001: 2005 Certified CHECK People Six Sigma Enterprise wide Certification PCMM Level 5 Appraised Process - Performance OHSAS 18001: 2007 Certified ISO 9001: 2000 Certified ILO – OSH Guidelines Compliant COPC Rel 4. 1 Certified Environment ISO 10002: 2004 Compliant ISO 14001: 2004 Certified BPR 133 controls across 11 domains Data Security Data Privacy Data Integrity SOX – DPA - SAS 70 Compliance Lean Kaizen Integrated Business Management System 19 IT Services – ITIL Practices ISO 20000: 2005 Certified
HCL BSERV: Technology Network 20
HCL Advantage – Integrated Services Quality Certifications Leveraged Delivery Through Partnerships Robust Infrastructure INFRA Scalable Solutions Methodologies & Frameworks Risk Mitigated Delivery Centres Tools & Technologies IT Innovative Business Models BSERV Integrated Service Offerings 22
A Unique Approach to IT – Business and IT Handshake Suite Business Processes Discover Rationalize Data Infrastructure Data Optimization Infrastructure Optimization Applications Enterprise Discovery Optimization Services Process Optimization APO Build IT Solutions Delivery and Support Watch Run Time Visibility Run I want to have a complete view of my landscape Gain Visibility to Discover & model dependencies among end to end business processes, the supporting application, databases & infrastructure Integrated IT Operations I want to monitor my business impact I want to maximize my asset performance Based on these Recommendations Identify Trends & Make Track real time business KPIs through regular IT operations such as incident management Recommendations that streamline business processes & optimize applications, infrastructure & data 23 I want to deliver process insights for strategic decision making Facilitate Strategic Decision Making Build responsive systems that can proactively report on business KPIs, self remediate & generate data
The other side of HCLites Corporate Social Responsibility ¡ Educational Tie-ups – 1 HCLite teaches 7 underprivileged people ¡ Vidya. Gyan – 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 ISO 14001 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 Ro. HS compliant laptops ¡ Tie up with rural women foundation for the buying of their hand woven material, planting of trees for villages and their education 24
80000 HCLites make it possible 25 25
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