Airtel AfricaAddressing the Key Issues

Confidential © Tech Mahindra 2011

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Performance & Commitment

Tech M’s Customer Rating

Overall C-Sat of 7.21 ranging from 6 in Gabon to 9 in Ghana

Country C-Sat Score

Zambia 6

Ghana 9

Malawi 7

Nigeria 9

Gabon 6

Congo B 6

DRC NA

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Tech M & M-Sat Commitment to Business in Africa

TechM closed its first Telecom deal in 2006 for MCEL Mozambique and rapidly ramped up to doing implementation andconsulting in over 10 Telecom operators for the likes of Airtel Africa, Etisalat, Telkom South Africa, MTN Group to name a few.

TechM has various strategic global partners such as Oracle, HP, Microsoft and many more where in some cases we have specialtie-ups in Africa.

We have also worked with local African partners such as CiS, Al Indigo Nigeria, and Techno Brain etc. to ensure effectiveimplementation in African countries.

TechM has built strong relationships with Telecom Groups in MEA and has engaged with Zain Group in Kuwait, Bahrain, Jordanand Sudan, with Etisalat

TechM Africa Success Story – An indicative list

Mahindra and Mahindra have presence in morethan 20 countries including 5 Assembly plants.TechM and Mahindra Satyam are currently

serving more than 9 operators in Africa andgrowing its footstep.North – Local Development Center (LDC)

running at Egypt to offer strategic advantage toour African initiatives.Two LDC Planned – Nigeria and Kenya

Mahindra Group – Presence in Africa

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Business After Airtel – Tech M’s Footprint in Africa Beyond Airtel

As a business strategy, we are targeting Africa market for all our LOB’s and actively capitalizing on our presence in Africa

Recently won a deal with one of the largest bank in Ghana for Managed Services support.

We are in the final stages of our business discussions with 4 leading TSP’s in Africa and the proposed operations will be

in current OPCO as well as in new OPCO’s.

We are actively targeting consulting and BPO project for a large Bank and other Telecom companies.

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Increasing Ownership

Local Leadership in Africa

Leadership Visit to Africa

Movement from Airtel Premises

• Local HR managers hired in eachcountry for easy communicationand cultural issues

• Expat Ops managers chosen asseasoned ops managers are notavailable locally

• Hiring a Sr. Manager for IndustrialRelations in Africa

• Calendar to be shared for Rahul S & SVS Boss

Country Expansion/Movement Date

Zambia 21-Dec-11

Malawi 15-Jan-12

Ghana 21-Oct-11

Gabon NA

Congo DRC 1-Nov-11

Congo B 1-Dec-11

Nigeria 1-Apr-2012

** Congo B, DRC and Ghana we are staying in the Airtel Premises.Malawi delayed due to vendor inability and material shortage.

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Internal Environment Management

Employee Exchange

Program

Employee

Engagement

• An extensive 2 months program that would provide opportunityto top performers to travel to new country and gain businessand cultural knowledge.

• This program will be a quarterly program commencing effectiveQ4,FY11 with an objective to make the employees learndifferent business practices, Cultural alignment, Enhancingprofessional development, Achieve higher ESAT & recognizeand reward outstanding performance.

• Rewards & Recognition Program – Formal award categoriesinclude Quarterly awards : Best Manager, Rising Star &Monthly awards : Pat on the Back, Star Performer, Cookies,Wall of Fame & Informal awards like On the Spot awards alsothere.

• Team Kitty - allocated for celebrating festivals and otherevents

• Posting of award winners list on Tech M Portal on phase 2launch.

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People Connect

Performance Appraisal and Salary Revision

•Salary reviewed for rebadged associates on completion of 6 months. Appraisals processed for Ghana, Malawi & Zambia.

Internal Job Posting

•Transparent and Open to All IJP’s released for Associates (Rebadged and Local Hires). 45 resources successfully moved to new roles and responsibilities

Transport

•Free One way transport to all associates & own buses being purchased.

Performance Incentive

•Scheme implemented in Ghana wherein top performers are paid and additional amount over and above their CTC. Same is under discussion on the feasibility of implementation in other countries

Disciplinary & Grievance Redressal Panel

•Formation of a multi-function panel to ensure the Company code of conduct and disciplinary policy is adhered and any employee grievance is addressed in a fair and justifiable manner

HR & Skip Level Meetings

• Regular HR and Skip Level meetings being conducted to understand employee issues and concerns. Regular mailers also sent by Location HR on various Policy and Processes updates

Additional Initiatives on Launch of Phase 2

•On moving to Phase II, Tech M domain be accessible to all staff which will witness the launch of more initiatives like Free Voice, EBS, Payroll, My Beat.

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External Environment Management

Working with Mahindra Group to engage with

Africa political leadership at all levels

Country Heads responsible for meeting

local ministers on a monthly basis

Country Heads to organize meetings with

PM and President during Tech M senior mgmt visits to Africa

Local HR managers to be made responsible for all media relationships

and labor ministry engagements

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Appendix

RAG Report for All Countries