26987155 talent management the genpact story

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1 All Rights Reserved. Copyright Genpact (2006).

Confidential. All trademarks appearing herein belong to their respective owners.

Talent Management: The Genpact Story

Sangeeta Murthi Sahgal

Vice President & Corporate Learning Leader

ASTD 2006Dallas, US

May 8, 2006


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Meeting Business & Technology Services Needs

Europe

1,400 employeesacross Hungary& Romania

China

1,500 employeesin Dalian

India

17,500employees

across five majorcities

US & Mexico

2,600 employeesin Mexico & theU.S.

Vertical Experience & Process Depth 15 industries

1,000+ processes

80+ customers

Reduced Operational Risk

Managing the Knowledge of 1,000+transitions

Regulatory compliance focus across allmajor jurisdictions

Visibility & Control Over Operations Advanced dashboard technology for

increased transparency

Real-time views of transactional, operationaland business metrics

Relentless Focus on Process Excellence Six Sigma quality and LEAN productivity techniques cornerstones of our GE heritage

Single-minded focus on quality and business impact

through Global Right-Shore Delivery Centers


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Manufacturing

Supply chain services

Forecasting & planning Sourcing/procurement/

ordering

Equipment monitoring Field services support Logistics support

Transportation

Asset Monitoring

Airline operations Revenue/yield mgmt

customer support

Marketing services Customer support Contract Management

Business Services

Contract management

Pricing analysis

Marketing services

Sales force training

Asset monitoring

Information Management

Insurance

Agent services

Actuarial analysis Underwriting support Claims processing Policy administration Risk management Product development

Banking/Finance

Credit applicationevaluation

Customer support

Lead generation

Financial modeling

Research

Portfolio management

Finance & Accounting Procure to Pay, Order to Cash, Record to Report, Gen. Acct., Hire to Retire, Treasury & Tax

With Proven Experience Across Multiple

Industries & Processes

Airlines, car/truck

manufacturers, car rentals,

rail, trucking, shipping,

courier & cargo firms

Me

C

Consumer, Commercial,

Mortgage, Investment

Banking & Real Estate

Life, Property & Casualty,

Mortgage, Reinsurance,

Health, Long-Term Care

OEMs, Chemicals, Oil&

Gas, Pharmaceuticals,

Healthcare, Industrials

dia & Entertainment,

ommunications, Retail

Sales & Marketing Analytics Market Research, Database Marketing, Credit & Risk Modeling, Pricing Analysis, CRM

Customer Service Online/ Inbound Customer Care, Account Management, Contract Management

Financial Services Collections / Ops Risk Mgmt, Underwriting, Booking/Funding, Cash Applications, Collections

Supply Chain & Procurement Procurement Services, Logistics Support, Vendor Support & Mgmt, Spend Analysis

Information Technology ServicesEnterprise App Svcs & Program Mgmt

IT End-User Computing and Remote Infrastructure Management

Aftermarket Services Field Engineering Services, Warranty & Repair Support, Parts Dispatch Services

Transaction Services Application Processing, Claims Processing, Document Mgmt, Billing Services, Order Mgmt

Design, Implementation & Support Solutions in ERPs, CRMs, & Content Development


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Genpacts Growth Story

1997-2000 (GECIS) 2001-2004 (GECIS) 2005-2009 (Genpact)

Employees

Attract talent

Focus on process training

Design long-term careerpath

Attract right talent

Focus on best-practice-sharing

Develop future leadershiptalent

Strategically partner withacademic institutes to groom talent

Retain high-vintage talent

Develop domain expertise

Key Imperatives for Talent Management

Only Voice-Based Services Voice and Knowledge-IntensiveServices

Voice and Knowledge-Intensive Services

Customer-base

1,200 4,500 5,500 12,000 19,000 45,000 (Projected)

20+ Fortune 500

customersandgrowing


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Talent Development Snapshot

Running a >5500 Person

Equivalent UniversityInternational Recognition

Rated 6th in BEST Award

2005 by American Society for

Training & Development

(ASTD)

Over8,000 new hires inducted

Over15,000 people covered in

professional & leadership skillsdevelopment programs

Over10,000 people covered in SixSigma and Lean training

Over2 MM training hours delivered

Over3,300 people registered forContinuing Education programs

Over280+ certified trainers deliver1,000+ Learning Path programs

2005 Outstanding Case

Study Gold Award from

Brandon Hall

2005 Excellence in Education

award by Life Office

Management Association,

USA; also awarded in 2001

and 2002

Induct and Integrate each new hire

Build domain expertise across diverse business verticals and functions

Cover 10,000+ employees globally under Education@Work programs by 2008

Build Leadership Depth Generic (4,000+) and Functional (500+)

Growth Imperatives for 2006 & 2007


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Embedding Training in Organizations Processes

Building a Training Academy to develop skills needed to meet hiring slate .

with a conversion rate >60% scaling to recruit >10,000 pa

Comprehensive communicative skills framework ensures 98% success rate -

highest in the industry

Widen Hiring Pool

Public domain training and certificationsLOMA, PMP,CPA, ITIL, CCNA

Learning path including contextual knowledge for 1,000+ processes across

industry verticals & service horizontals

DevelopDomain Expertise

Tight Integration between performance measurement and learning interventions

using Six Sigma and Lean

Process Knowledge Assessments define Personal Development Plans and

coaching/mentoring

Improve MetricsConsistently

Extensive use of eLearning and Simulations increasing speed of learning and

retention to be released to operations

Training effectiveness metrics defined by business / operating metrics

Generate RevenueFaster

Learn

Perform

Hire

Develop

ContinuingEducation @ Work

Partnering with leading universities & institutions to bring higher education into

the workplace . Linking to career paths

>3,000 enrolments in a wide range of programs to meet diverse needs MBA,

Languages

Retain

DevelopLeadership Depth

Develop generic and functional leadership through integrated business,

performance, training, and coaching practicesLead


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Training Design & Development Methodology

NeedsAnalysis InterventionDesign ContentDevelopment ContentDelivery

ContentMaintenance

Performance &

Learning /

Content NeedsAnalysis

Curriculum

Design

Assessment /certification

design

Performance

support

frameworkdesign

Training Material

Performance

support tools

Portals

SOPs

Internal

communication kits

Classroom

delivery

Online contentdelivery using

Oracle LMS

Content

Translation

Content updates

Curriculum

enhancements

. to Meet Key Performance Metrics Time-to-productivity improved by 30% over 3 years

Training yield > 90%

Service delivery defect rate reduction

Process knowledge assessment success > 90% (75% first-pass)

Improvement in customer satisfaction - Net Promoter Score


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Leveraging Genpact Content SolutionsWorld-Class Services

Product Product/ServiceContent

Management

New Service Launch Communication Campaigns

Website & Portals

Employees & Customer training

Media Creation Tradeshow & customer presentations

Customer and Employee Newsletters

Marketing Collateral

Learning &

Performance

Support

People Learning Needs Analysis E-Learning, Electronic Performance

Support Systems

Simulations

Classroom Training Design New Hire Orientation

Process Content

Management

Process Policies & Procedures Management Compliance training

Digitization/Automation Tools

Process Documentation & Training

ROI-based Approach,Impacting Performance Improvement


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Reducing Hiring Cost & Building Resource Capacity

Unavailability of right - skilled resources: Increase in hiring cost

Reduced capacity and revenue leakage

50% new hires rejected by operations teams

Resolution on First Call(ROFC) dropped to 64%

Decrease in productivity and customer satisfaction.

3-tier learning architecture blended delivery

A complete learning cycle of concepts, task-based

simulations, and scenario-based problem solving

practice sessions by task/activity typeBuild complex

problem solving

skills in combined

task / activity groupsBuild proficiency in

performing task /

activity multiple

senses

Conceptual

knowledge of task /

activity type

Business Challenge

Solution

ROI:

$ 204,000 in 2005

$ 1MM estimated projectionfor 2006

Impact

46% reduction in Hiring Cost19% increase in capacity

O C & f


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Reducing Operational Cost & Building Proficiency

4 week Time to Proficiency of new hires inoutbound collections processes lead to:

High operational cost

High time-off-job for training

Intense simulation-based learning modules

cover all the possible situations

encountered on the job

Business Challenge

Solution

Impact

Time-to-proficiency reduced by50% to 2 weeks

Operational cost reduced by 4%,via reduction in time-off-job for

re-training

Practice Scenarios

Game-basedScenarios

Real-life experience

ImprovedRetention

FasterLearning

Learning By Doing


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Talent Management . The Road Ahead

DomainExpertise &Leadership

Development

Business Plan

Performancesupport

SkillDevelopment

PerformanceManagement

SkillsInventory

Assessment

Hiring

Leveraging Oracle Recruitment, HR,

Competency Management andLearning Management System to

integrate talent management

processes

Integrate Education@Work & public

domain expertise with learning

management

Defining and implementing resource

management to optimize training

operations

Induct and Integrate every

employee

Build domain expertise in diversebusiness verticals and functions

Cover 10,000 employees globally

under Education@Workprograms by 2008

Build leadership depth Generic(4000+) and Functional (500+)


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www.genpact.com

Ursula Berlinger

Business Development

[email protected]

+1 (203) 570-3408

Contact Information

Sangeeta Murthi Sahgal

Vice President &Corporate Learning Leader

[email protected]

+91 (124) 402-5501

26987155 talent management the genpact story

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