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Managing Gen Y
Purva Misra
Sr. Vice President – Human Resources
MakeMyTrip.com
11
Source: PhoCusWright, Mar 2010
Most visited online travel website in India
Largest seller of air tickets for
all Indian Full Service & Low Cost Carriers
MakeMyTrip’s customers represented
12% of all domestic passengers flown
(source data: dgca.nic.in July & August 2011)
Largest Producer of online room bookings for many
hotel chains in India
Largest domestic e-commerce company
with over 4.1 million monthly unique visitors
(September 2011 comScore)
#1 in Gross Bookings#1 in Total Gross Bookings
Market Leader in India’s OTA Industry
3
Experienced Global Leadership Team
Multiple Channels for Distribution and Customer Service
Large, High Growth, Underpenetrated Market Opportunity
India’s Online Travel Leader
Poised for Continued Growth
Uniquely Positioned in an Attractive and Growing Market
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Strong Brand Recognition
“Best Online Travel Agency
& Best Domestic Tour Operator”
-Times of India 2011
High rates of repeat & direct site traffic
Most searched online travel brand in India
with 8.2 million visits per month
Superior User Experience
User-friendly interface (online & offline)
- Hotels 3.0
Simple & fast responding booking engines
Customer Loyalty Program – My Trip Rewards
Innovative Customer Service Online Support
Operational Excellence
Web analytics to manage site traffic &
enhance conversion rates
Continuous monitoring of key metrics
i.e. conversions, first call resolutions,
customer satisfaction
Web infrastructure 24x7 alert systems
Open Work Culture and Empowered Workforce to Drive Innovation & Growth
Average age of employees:28 years
#3 in Great Places to Work (India 2011)
30 year old managing an LOB of 3500 Crore and a
27 year old leading a 100 Crore LOB
Keys to Our Success
From intuition to insight
We have relied too often on our
intuition to take critical decisions
The intuition is generally based on a
construct/preconceived notion with
which we are comfortable with
We further justify our actions based
on our constructs but as we know
these can be flawed
The same thing can be seen in
different ways…
Head butt incident…
As seen by the Italians…
As seen by the French…
As seen by the Press…
We need to do away with preconceived notions,
assumptions, biases by objectively understanding
the DNA of our workforce
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How They Came to Be
GROWING UP
Told Valued From Day One
Laws to Protect Them
Raised to Express Feelings
“Pro Kid” Society
Told to Experience New Things
“Don’t make the same
mistakes we did!”
Raised to Embrace Team Work
26/11, internet, social media,
cellphones
POSITIVE TRAITS
Multi-taskers
Team Players
Confident & Optimistic
Aware of Others
Entrepreneurial
CHALLENGING TRAITS
Get Bored Fast
Don’t “Get” the Old Way
Impatient With Advancement
Generation Y: What is Important to them?
Clearer, plain language communication
More wellness, health and lifestyle benefits options
Opportunities to accomplish their Career aspirations
Expect a lot from their leadership
Training, training and more training
Reward & praise
Challenge
Fun & enjoyment at work
Empowerment
Justified compensation
13
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To deliver our vision, we must build culture which leads to exceptional
performance …
We do this by delivering the employee promise …
… while strengthening our
foundations
Employee promise
VisionIndia's No. 1
Travel Company
HR functionStrong operating model – Strong HR team – Building HR capabilities
At MMT, we provide you with opportunities
aligning your interest and growth
with inspirational leadership
& recognising you for a great job done
Role of our people managers– ensuring we deliver
our promise and vision
Talent
ManagementLeadership
Outcomes
Our Employee Promise
What it means ….a warm welcome, challenging role, trusted
to do a great job, excellent growth opportunities, thanks for a
job well done…
At MMT, we provide you with opportunities aligning
your interest and growth with inspirational leadership & recognising you for a great job done
my
MMT
Clarity
Leader
TeamGrowth
Reward
Clarity
We provide you with a culture driven by our
core values, clarity on our purpose, vision,
strategy and objectives. We challenge,
stretch and demand a lot of you.
Leader
Your leaders recognise you for a good job done and exhibit authentic leader traits
Team
We work hard to provide you with a team
working experience you enjoy
Growth
We provide opportunities for you to grow
and develop
Reward
We pay you fairly and regularly discuss
how you are doing in your job
Delivering our promise – Creating unique culture
Retaining Generation Y
RETENTION TIP # 1
Communicate often and Set-Up an Open Work culture
RETENTION TIP # 2
Career Development
RETENTION TIP #3
Efficient Total Reward Strategy
RETENTION TIP #4
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Flexibility
RETENTION TIP #5
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Driving Fun@Work
Thank You