Hexagon Consulting

www.hexagonconsulting.co 1 just practical consulting!

Hexagon Consulting [US Expansion & other Key Practice areas]

Hexagon Consulting

Our Key Practice areas to support you

Outsourcing Management Practice - US Expansion

Customer Interaction Management Practice

• TISSE 2012-The International Standard for Service Excellence

• Workshop on Global Best Practices in Customer Service Excellence & TISSE Certified

Coordinator Training

Risk & Compliance: Mango - Compliance management solution

Overview of Hexagon Consulting & group

Outsourcing Consulting Practice (OCP)

Hexagon Consulting

US Expansion for IT and BPO Companies

Hexagon Consulting

Hexagon – agile2 US market expansion support

• US Market Expansion

• Global Operations Sourcing

• 20M+ USD Revenue Growth Goal

• Methods proven to work in the USA

Hexagon Consulting

Its imperative that you..

• Are a IT Services, Software, Technology Products

• BPO (any type), BFS& I, HR, F&A, KPO’s, etc.

• Looking at all options -Organic growth, M&A, JV, partnerships

• $20M+ USD Revenue Growth Goal

Hexagon Consulting

About Us

• Network: 500+ Relevant C-Level Execs globally

• Global Leadership: Senior Executive Team

• Relationships: Hexagon -agile2 Global Alliance

• Process: agile2 Expansion Methodology

Hexagon Consulting

Our 3-Phase Approach for US expansion

Hexagon Consulting

3-Phase Approach for US expansion

Initial Consultation

Readiness Assessment

US Expansion

Hexagon Consulting

US Expansion

Phases

First Meeting

Executive Work Session

Recommendations

Operational Readiness

Market Readiness

Market Test / Validation

US Expansion

Phases Steps

Hexagon Consulting

US Expansion

Customer Development

People, Process & Technology

Execute, Learn, and Improve

US Expansion

Phases Steps

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Readiness Assessment (Gap Analysis)

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Gap Analysis – Vital Factors

• Brand Promises / Core Values?

• Differentiated Value Proposition?

• Repeatable and Scalable?

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US Expansion

Phases

Market Readiness

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Market Readiness

Steps • Onsite Assessment • Management Systems • Organizational Structure • Recruitment and Training • English Skills Assessment • Certifications and Awards • Technology Infrastructure • Facility Infrastructure • Capacity Constraints • Security Systems • Talent Management &

Retention

Hexagon Consulting

Comprehensive report on “as-is” with recommendations for TBSS to review and move forward on

Market Readiness

Steps • Value Proposition Strength • Brand Promise / Differentiation • Sales Pipeline Management • Marketing / Sales Processes • Web / Inbound Marketing • Digital Marketing Assets • Proposal / Legal Library • CRM System Maturity • Vertical Market Focus • Capacity Constraints

Hexagon Consulting

Market Readiness

Steps • Test Existing Assets / Process • Create Perfect Customer Profile • agile2 Executive Outreach • Engage Three Prospects • Assess Process Repeatability • Gap Analysis – MVE *

* Minimum Viable Experience

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Schedule

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All Three Phases for US expansion

Phase I: Initial Consultation

Phase II: Readiness Assessment

Phase III: US Expansion

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Customer Service Excellence Practice

Hexagon Consulting

Changing trends in Customer Interaction

Three organizations have came together to drive customer service

excellence in India

The International Customer Service Institute(TICSI), UK

Hexagon Consulting, India (#)

British Standards Institution (BSI India)

Hexagon Consulting – TICSI – BSI India: The Partnership

(#) Deep domain strength in Customer Service excellence

Hexagon Consulting

The 5Ps Service Excellence Model Framework

Policies Product/Services Premises Processes People

How do the

organization’s

objectives and

strategies reflect the

customers’

expectations?

Are the

products/services

designed according

to the needs and

expectations of the

customers?

Do the delivery

channels facilitate

delivery of customer

service excellence?

How effective are the

organization’s

processes in

delivering the desired

output to their

customers?

Are the employees

sufficiently skilled to

enable satisfaction of

customers’ needs?

Philip Forest’s academically accredited based on 5 P’s Model

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Sustainable Improvement Cycle

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Customer Experience Model

Principled around the globally renowned Deming Cycle

• P – Plan

• D – Do

• C – Check

• A – Act

• Complements any existing Quality Management model.

• Goal is to create a customer focussed culture across the organisation !

Hexagon Consulting

TISSE 2012: Levels of Excellence - Certification

Scoring Grid : 1000 points

• Policies – 100 points

• Premises – 100 points

• Products/Services -100 points

• Processes – 100 points

• People – 200 points

• Measurement of Performance – 100 points

• Performance Results – 300 points

Scoring weighted on..

• Documentation

• Communication

• Actual Implementation

• Adoption

• (Measured on a 5 point on each applicable criteria planning)

• (overall score generated by online tool)

Some salient features of TISSE 2012

If a minimum score on all the mandatory criterion is not met, certification cannot be awarded.

Hexagon Consulting

Some mandatory criterion..

Strategic intent encompasses the customer

Comprehensive customer

Service Charter

Customer service delivery

standards

Continuous customer service

improvement policies &

procedures

Products/Services are genuine

Products/service pricing is

genuine and accessible

Customer Education

Programme

Customer service Related

Processes in place

Processes are in Visual Format

Process documentation

control

Process assessment and

improvement

Comprehensive Internal

Communication

Comprehensive Employee Training

Customer service training and assessment

Employee Feedback and

Suggestion System

Public perception

analysis

Customer Experience

Measurement

Customer Complaint and

Feedback System

Value moments – all delivery

Channels Assessment

Sustainable customer service

improvement

Employee Engagement Measurement

Customer Service Self Assessment

Customer Experience

Measurement Results

Employee Engagement Measurement

Results

All delivery Channels

Assessment Results

Hexagon Consulting

Some other key criterion..

Employee appraisals

Transparent rewards and recognition processes and

programs

Employee and Customer health and

safety

Cover all delivery channels-physical and

electronic

Process owners and responsibilities clearly defined

Processes are accessible to all

employees

Processes with right and comprehensive

KPIs and measurement

Service quality benchmarking

Customer value analysis

Customer segmentation and segmented level

analysis

Comprehensive competition analysis and benchmarking

Customer service head to be

empowered and part of top

management

Hexagon Consulting

TISSE 2012

PLANNING

IMPLEMENTING

DESIGNING

MAINTAINING (measuring)

DEVELOPING

IMPROVING CUSTOMER

SATISFACTION & LOYALTY

TISSE 2012 Framework

Is applicable across segments & sectors for both B2B and B2C ; private and public

Complements any well structured well structured and properly managed

quality management system

Online detailed and comprehensive

assessment against the standard, facilitates ease of reporting , benchmarking, both internally, YOY and

globally

Hexagon Consulting

TISSE2012 Implementation Process

Key Points:

Implementation phases:

• Phase I. - Preparation

• Phase II. - Gap Analysis

and Project Planning(*)

• Phase III. - Strategy

Development

• Phase IV. - Strategy

Implementation

• Phase V. - Re-assessment

(*)and Measurement

• Phase VI. – Certification(*)

{Certification is valid 12

months at a time}

(*) The gap analysis assessments and any of the interim/final audits are done v/s a 1000 points comprehensive and detailed TISSE2012 evaluation matrix, which checks the policies, procedures, implementation and adoption of the same in the organisation/site.

Hexagon Consulting

Exclusive India TICSI Partner, authorised by TICSI to deliver

“The International Standard for Service Excellence”

Consultancy/Training/Workshops/Seminars.

Hexagon Consulting

Regional TICSI Partner: Hexagon Consulting

Why TISSE 2012 !

Institutionalise & enhance operating

framework for higher and consistent customer

satisfaction delivery Superior Customer

experience - CSAT, NPS, FCR – across

channels

Certification Audit done by

independent respected body –

BSI, India: helps in reassuring clients of your customer

centricity 3 levels of

certification – allows

operations/organisation to

graduate to the highest levels

over time

Bench mark Internationally

and vis a vis the same standard-

and draw insights for continuous improvement

End to end coverage –

contact centre, back office and

client end integration -

superior outcomes

So why should TBSS look at TISSE 2012 and invest in customer service excellence?

Good ROI. return on investment in customer centricity

is always positive

UK based respected BSI certification, relevant in Europe,

Asia pacific and Globally

Independent certification across

same standard, will facilitate internal benchmarking across three levels & competition to win between processes

Hexagon Consulting

Customer Service enhancement

consultancy & TISSE 2012 standard

Review of existing – as is

customer service

structure and identifying gaps to be

bridged Scope

implementation of improvement

Guide and support your

teams to bridge gaps

Support specific processes &

practices improvements

Pre-audit preparedness

validation

Support during Final BSI –TISSE

Support your teams in specific customer centric

practices & infrastructure - improvements

Hexagon’s SMEs and Consultants will work with you

to improve processes & operating practices Improve service organisation/infrastructure Implement service quality framework Run Black belt and/or six sigma projects Process mapping & debottlenecking Straight through processing Enhancing customer satisfaction measurement and

enhancement; CSAT, NPS, FCR improvement Run structured mystery shopping programs Reducing complaints; improving customer loyalty

Gap analysis v/s requirements of the TISSE standard,

Pre – audit support & certification preparedness

validation

Authorised and TICSI trained Hexagon consultants

will carry out pre-audit checks to validate organisation’s preparation for FINAL BSI audit.

Provide recommendations for further improvements/enhancements if applicable

Support organisation in the final audit done by BSI

for certification

And what can we do to help organizations become more customer centric

Hexagon Consulting

TICSI’s Certification Partner – British Standards Institution, India

The BSI group has over 2,250 staff operating in over 100 countries through more than 50 global offices. BSI

India has its headquarters in New Delhi

Key offerings:

• The development and sale of private, national and international standards and supporting

information

• Second and third-party management systems assessment and certification

• Testing and certification of products and services

• Performance management software solutions

• Training services in support of standards implementation and business best practice

Hexagon Consulting

TISSE Certified Coordinator Training Workshop

The TISSE Certified Coordinator Training is a 2 day long comprehensive training which helps participants understand TISSE 2012 and become officially certified to implement TISSE 2012 in their organizations.

Key Benefits for the participants:

– Participants will become formally trained on the full scope of the TISSE 2012, which will help them implement TISSE 2012 in their organisations.

– Participants will receive a copy of The International Standard for Service Excellence 2012 - as a pre-read before the program.

– Participants will acquire a good understanding on global best practices in the customer service domain and how they can implement these practices in their organizations.

– Participants will be able to interact with other industry peers through networking lunches, case studies and group activities.

– All participants who complete the course will get a certificate of participation.

Registered Coordinator Certification Exam

– A certification exam is conducted at the end of the workshop to qualify the participants as a TISSE Certified Coordinator.

– The Certification test includes group activities with real time case studies.

Upcoming Training Date and Location: March, 2013 - Gurgaon

Hexagon Consulting

Training workshop on Global Best Practices in Customer Service Excellence

The Training workshop on Global Best Practices in Customer Service Excellence is a 5 hour long workshop that will help participants gain a comprehensive understanding on current global best practices in customer service

excellence and how they can use these to enhance the existing service & customer experience infrastructure in their organizations.

Who is it useful for:

It is relevant for mid to senior managers and leaders keen on understanding latest trends & internationally benchmarked customer service & experience practices, that work in organisations. Managers & seniors

working in any function/department in Private, Public and Government sector organizations belonging to both Manufacturing and Service industries can benefit from attending the workshop.

Key Benefits for participants:

– Participants will gain awareness and understanding on the current & evolving best practices in customer service that are being followed by globally successful organisations.

– Participants will be briefed about TISSE 2012 and how it can benefit organizations by improving their customer service infrastructure.

– All participants who complete the course will get a certificate of participation.

Upcoming Training Date and Location: March, 2013 - Gurgaon

Hexagon Consulting

Launching shortly- Q2’2013

Home of Service A global online social media resources networking platform for

customer service professionals & organizations

TICSI Academy It is first of its kind e-learning portal which specializes in individual training and certification in customer service..

Hexagon Consulting

Risk and Compliance Management Practice

Hexagon Consulting

Absolute Simplicity

Seamless Collaboration

Easy Communication

Smooth Coordination

What is Mango

• A single, integrated, web-based compliance solution

• Used to manage compliance including for standards like operating risk,

health & safety, operations quality, environmental, etc.

• Uses the power of the Web to remove complexity, increase productivity and

deliver simplicity to the process

Hexagon Consulting

Why the Need for Mango

Most organisations find compliance challenging:

They waste too much time & money just trying to maintain their programmes & operations; and adhering to their compliance policies & procedures

They often do not realise sufficient value from their efforts

Mango removes the pain from achieving and managing compliance- adhering

to internal audit & external standards requirements:

Lowers direct compliance costs by at least 20%

Reduces the number of expensive mistakes

Frees people up to focus on delivering value

Makes audits easy and painless

Hexagon Consulting

Getting Compliance Right

RIGHT PEOPLE

doing the

RIGHT THINGS

to the

RIGHT STANDARD

at the

RIGHT TIME

A simple concept yet hard to get right

Hexagon Consulting

Supplier/Sub-Contractor

Employee

Coordinator

Errors/Accident/Incident Risk

Event Improvement

Resource Pool Items

High volume of business-critical

‘connections’ that need to be managed

Compliance can get messy

Hexagon Consulting

Manuals & procedures define what needs to be done

Items that need to be addressed are then ‘hot-wired’ into Mango

Mango then organises, schedules,

assigns and manages these items

How Mango works

Hexagon Consulting

Increased

Profitability

Reduced

Cost of

Compliance

Increased

Operational

Performance

Automated reporting reduces the cost of communication and

document management

Stronger and more systemised process removes operational

inefficiencies

Greater visibility of information reduces the cost of administration

Centralised repository improves the collaborative work effort

across the business

Single integrated solution ensures activity is coordinated across the

workforce

Consistency of information

improves the speed and quality of decision-making

Mango’s value drivers

Hexagon Consulting

Errors, Accidents & Incidents

Activities & Events

Risks & Hazards

Improvements

What are we doing?

Reports, Registers

& Evidential

Records

What have we done?

Internal & External Resources Who’s doing what?

Say it – Do it – Prove it

Manuals,

Policies & Procedures

What do we need to do?

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Events

Errors, Accidents &

Incidents

Documents

Suppliers

Human Resources

Configure both one-off and periodic events to automate the process

Monitor, process and control workplace errors, accidents & incidents

Store and control access to manuals, procedures and records securely online

Manage compliance and audit requirements of key suppliers/vendors

Centralise the management of all individual skills and training requirements

Seamlessly monitor and control risks through a workflow managed system

Improvements Track and control non-conformances,

corrective actions and general improvements

Audits Seamlessly manage all elements of the audit

process from start to finish

Mango’s integrated modules

Hexagon Consulting

Without Mango With Mango

Performance Expectation Not slipping backwards Continuous improvement

Company Philosophy Passive & reactive Proactive & dynamic

Program Setup Individual programs One integrated program

Day-to-Day Focus Fire fighting Fire prevention

Employee Contribution Excluded – “for the few” Included – “for the many”

Level of Effort Hard & complex Easy & simple

Use of IT Multiple fragmented tools One integrated solution!

How Mango changes things

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Achieved

• Reduce time to implement

• Lower up-front investment

• Educate employees

• Minimise on-going cost & effort

• Retain employee buy-in

• Deliver customer-facing value

• Maintain executive interest

• Demonstrate a strong ROI

Level of

Maturity

Stage 1 Achieving

Compliance

Stage 2 Maintaining

Compliance

Stage 3 Leveraging

Compliance

Helping organisations manage the big issues they face as they navigate their way along the compliance journey

Mango delivers on-going value

Hexagon Consulting

Cost of

Compliance

Value from

Compliance

Mango minimises the cost and maximises the

return of compliance-based initiatives.

For most organisations, the cost of compliance is too

high and the value generated too low.

The Mango guarantee

Hexagon Consulting

High ROI !

Implement a simple, easy to use, low cost

(monthly subscription

based) compliance SAAS

Button down compliance

practices across the organisation

Track & control compliance gaps

daily/regularly

Track implementation

of corrective actions on the

Online compliance – helps improve

transparency for all stakeholders

(eliminate manual trackers)

High ROI, from implementation of

ROI from

implementation

of Mango is

always positive !!

So what’s in it for you?

Hexagon Consulting

Mango Implementation

by Hexagon Consulting !

Support you in your initial

assessment and understanding

of Mango

Guide and support your

teams through your purchase

decision process

Consult with you to support

specific risk processes &

practices improvements

Consult, train & support your

teams to scope and implement Mango across

your organisation

Consult with your teams to

further optimise the utilisation of

the product

On-going L2 support

How we can help!

….Lets schedule a Demo !

About Hexagon Consulting

Hexagon Consulting

CSEP – Customer Service Excellence Practice OCP – Outsourcing Consulting Practice MCP – Management Consulting Practice

Hexagon Consulting is an international management consultancy organization. Its operations are organised into CSEP, OCP and MCP. All practices are managed and run by industry veterans, experienced professionals and subject matter experts in the respective areas, having worked in Indian and MNC organizations in multiple roles, across various geographies.

• Customer service excellence consultancy

• Implementation support for customer Service excellence standard governed by TICSI in India

• Gap analysis v/s TISSE 2012

• Consulting & Training

• Pre-audits

• TPA research & analyst reports

• Vendor sourcing and selection

• Vendor management and governance

• Mergers & acquisitions

• Market Development & Sales

• Collections Systems

• Risk management advisory

• Operational risk mitigation & compliance audits

• Mango ! Compliance management solution

• Process efficiency and effectiveness improvement

• Operations improvement

Hexagon Consulting: Practices & offerings

Seattle

Hexagon Consulting

Hexagon Consulting & group organizations

Management Consulting

I. Hexagon Analysts & Consulting Services Private Ltd : www.hexagonconsulting.co

II. Quadrangle Consulting & Services Private Ltd: www.quadrangleconsulting.org

Education

Value Space India Consultants & Services Private Ltd

I. Preschool education: www.sixthelement.net

II. Training & Recruitment for the education sector: www.teacherslink.org

______________________________________________________________ Notes: Group has been in business in India for the last 12 years, led by senior, respected, well qualified professionals - MBA’s, Engineers &

Psychologists from top universities, business & engineering schools, with experience in MNCs and respected Indian companies like Citigroup,

TCS, HCL, SRF, Hewitt, Capgemini, Aviva, etc. – including at C level positions.

Quadrangle Consulting has had a successful exclusive tie up for India with Cubiks, UK since 2007 for their psychometric tests – PAPI, used for

executive assessments.

Hexagon Consulting

Hexagon Consulting & group organizations clients

Hexagon Consulting

In summary:

• Hexagon Consulting has a deep domain expertise in the areas of (i) Customer Interaction Management

, (ii) risk and compliance management and (iii) Outsourcing Management

• We are based in Gurgaon(Delhi region) and also have operating offices in Australia, Canada & USA

• Hexagon Consulting is keen to work actively with GMR Group to support its business growth

strategically and operationally .

We are proud members of:

Hexagon Consulting

Senior partners & consultants – Hexagon Consulting

Bawa Grover (New Delhi)

•Over 25 years of rich management experience working in reputed banking & operations roles with Citigroup, Tata Consultancy Services (TCS), ICICI, etc. MBA & Mechanical Engineer

•Formerly COO and Global practice head for TCS’s International contact centre operations

•Oversaw a practice of over 7000+ FTE operating in many countries & over multiple sites and clients, including delivery sites in India, Philippines, Mexico and Europe.

Greg Lins (Seattle, USA)

•President and Founder, TLG Innovation; Co-Founder and former CEO of Questus5

•Extensive experience leading business development for professional services and outsourcing companies that serve companies ranging from start-ups to the Fortune 500.

Tom Zbaren (Seattle, USA)

•Principal of zbaren+ and former CEO of OnSite; companies that specialize in strategic planning, marketing, and sales team mobilization within the fast-paced start-up environment and major project launches.

•A proven history of success as a strategist, business leader, and creating value through innovation for small to medium-sized businesses.

Sugreev Rajpal (Canada)

•Extensive and diverse experience in Technology, Consulting and Outsourcing in Telecommunications, Capital Markets and Property & Casualty Insurance industries.

•Been working with Aviva Insurance in Canada and instrumental in setting up of ECM/BPM Centre of Excellence in the organization. MCE & Engineer in Computer science.

•Also worked with Capgemini and Sapient

Hexagon Consulting

Key Contacts Details : Gurgaon(Delhi NCR) office

Hexagon Analysts and Consulting Services Pvt Ltd

P-81 South City – I,

Gurgaon - 122001, India

Phone:- +91 124 4100779-80

contact@hexagoncnsulting.co

Bawa Grover bawa.g@hexagonconsulting.co Mobile:+91-9560629777

Nilesh Patel Pavan Kumar Kunchala Email: nilesh.p@hexagonconsulting.co Email: pavan.k@hexagonconsulting.co Mobile:+91- 9717937466 Mobile:+91 - 9873476699

Hexagon Consulting

Thank You !

Hexagon Consulting

Business

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