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How Ideapreneurs take Relationships Beyond the Contract


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HCL’s 100,000 Ideapreneurs are changing the world one relationship at a time. And they’re doing it by taking their relationships with their customers beyond the contract. Our approach to engagements is best described by the word ‘relationship’. Because every relationship – be it between family members, friends, colleagues, or clients and vendors – operates based on a contract, whether written or unwritten. But beautiful relationships that benefit both parties are sustained by emotions, behaviour, and actions that go beyond that explicit or implied contract.

In business, a contract can safeguard all that is in within the “span of control”. But in today’s uncertain world where business and macro environment are seeing new challenges and undergoing changes every day, what makes an engagement truly worthwhile is that which cannot be scripted in any contract. It’s a simple thing called values. Read on to understand the HOWS and WHATS of HCL Technologies Ltd. that believes in leading with its Relationships - with its customers, clients, partners and employees - that go Beyond the contract.

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How Ideapreneurs take Relationships Beyond the Contract

  1. 1. Copyright © 2015 HCL Technologies Limited | www.hcltech.com1 how ideapreneurs take relationships beyond the contract Copyright © 2015 HCL Technologies Limited |
  2. 2. Copyright © 2015 HCL Technologies Limited | www.hcltech.com1 atUSD5.7billion with100,000 employees across31countries wegowhereverour relationshipstakeus
  3. 3. Copyright © 2015 HCL Technologies Limited | www.hcltech.com2 RELATIONSHIPS COME IN DIFFERENT HUES
  4. 4. Copyright © 2015 HCL Technologies Limited | www.hcltech.com3 * As of December 2014 HCL TECHNOLOGIES REVENUE: USD 5.7bn Revenue: USD 1.12bn india and emerging market focus Technology led business transformation: R&D, IT Applications, BPO, IT Infrastructure HCL infosystems hardware, services and ict systems integration, computing, storage, networking, security, telecom, imaging and retail 100,240 employees 5,459 employees global market focus hcl enterprise 105,699 employees USD 6.82bn total revenue
  5. 5. Copyright © 2015 HCL Technologies Limited | www.hcltech.com4 service lines industries Manufacturing Financial Services LSH 26.6% 32.9% 11.1% 9.5%Public services 9.7%retail & cpg 8.4%tmpe 1.8%othersBPO Services4.9% Engineering and R&D Services18.3% Enterprise System Integration15.4% * As of December 2014 Industry Application Services27.0% Infrastructure services34.4%
  6. 6. Copyright © 2015 HCL Technologies Limited | www.hcltech.com5 THE SMILE IS STILL THE BEST WAY TO MEASURE GREAt RELATIONSHIPS
  7. 7. Copyright © 2015 HCL Technologies Limited | www.hcltech.com6 Beyond growth, improving customer satisfaction FY ‘08 FY ‘14 growth in csat 26 58.6 growth in ebit 341 mN usd 1292 mN usd growth in revenue 1878 mN usd 5360 mN usd FY14 revenue ($ bn) ebit($mn) 0 100 200 300 400 500 600 700 800 900 1000 1100 1300 1400 1200 0 1 2 3 4 5 6 fyo8 (csat-26) fyo9 (csat-38.3) fy10 (csat-46.8) fy11 (csat-41) fy12 (csat-48.6) fy13 (csat-57.3) fy14 (csat-58.6) NOTE: Slide shows annually updated data. Last updated June ’14.
  8. 8. Copyright © 2015 HCL Technologies Limited | www.hcltech.com7 CLIENT REFERENCE SCORE Service Execution and Delivery Excellence Account Management and governance Skill Cultural fit Price Competitiveness Ability to deliver innovation and transformation Ability to work well in an ecosysytem Flexibility and Responsiveness Ability to provide technical RESOURCES rapidly Ability to resolve incidents and problems effectively SOURCE: Forrester North America Application Wave 2014 Vertical Industry Capability AVERAGE SCORE (2014) 4.67 4.67 4.67 5.00 4.33 4.50 4.33 4.17 5.00 4.67 4.50 5.00 5.00 4.67 5.00 3.17 4.33 3.67 4.17 4.67 4.67 4.00 4.33 5.00 4.00 4.67 4.00 5.00 4.67 4.00 4.33 4.67 3.67 5.00 4.33 3.00 4.00 3.83 4.17 3.00 2.67 4.33 4.67 4.00 4.33 4.33 4.00 4.67 2.33 3.67 3.33 3.33 4.33 3.67 3.00 5.00 5.00 4.00 4.67 3.67 4.25 4.00 4.67 4.33 4.00 4.67 5.00 5.00 4.67 4.67 4.00 4.00 4.33 3.17 4.00 4.67 4.33 4.33 4.00 4.33 4.00 3.50 4.00 4.33 3.50 4.67 3.67 3.00 5.00 5.00 4.33 5.00 4.33 4.33 4.33 4.67 5.00 4.50 4.00 4.50 4.67 4.33 4.00 3.67 4.33 5.00 4.17 4.67 4.33 3.50 4.72 4.70 4.20 4.57 3.68 4.26 4.09 3.85 4.53 4.35 3.87 AVERAGE SCORE (2011) 4.40 3.80 4.20 4.10 4.10 NF 3.90 4.10 4.30 3.60 4.00 h c l ac c en tu re c g i c o g n izan t d elo itte h p ibm in fo sys tc s w ipro c sc HCL Tops Forrester Apps Wave CSAT Two Years In A Row! In a relationship, when something works like magic, you do it again
  9. 9. Copyright © 2015 HCL Technologies Limited | www.hcltech.com8 WHO SAYS OUR APPROACH IS UNIQUE
  10. 10. Copyright © 2015 HCL Technologies Limited | www.hcltech.com9 clients praise hcl for its flexibility in managing relationships a big advantage is what the customer calls “unwritten flexibility”.hcl is flexible in taking on smaller changes the partnership with hcl has been successful due to the strong relationship between ‘the two companies’ Commitment to relationships and employee investments make HCL the exception to the rule hcl invests in relationships to develop its presence and its expertise with its clients’ challenges
  11. 11. Copyright © 2015 HCL Technologies Limited | www.hcltech.com10 there is great joy when your efforts are acknowledged
  12. 12. Copyright © 2015 HCL Technologies Limited | www.hcltech.com11 Why has our relationship been successful? For one thing, I fundamentally believe that HCL would move heaven and earth to please CEVA. Their “Employees First” principle shows in their drive and motivation to get the job done.Like any partnership, it takes two to make the relationship work. It doesn’t matter how many times you’ve done it or how iron clad your contract is – it takes work. Being able to outsource tasks to a trusted partner-HCL, frees up my resources to work on new projects that transform the business. Barry Libenson, Former CIO, Land O 'Lakes renewal rates 86% 88% 90% 92% 94% 96% 30-Jun-11 94.7% 30-Jun-13 94.0% 30-Jun-14 96.4% 30-Jun-12 95.3% peter dew, Former CIO, CE VA Logistics
  13. 13. Copyright © 2015 HCL Technologies Limited | www.hcltech.com12 In a relationship people always grow
  14. 14. Copyright © 2015 HCL Technologies Limited | www.hcltech.com13 over 90 cxos worldwide CUSTOMER ADVISORY COUNCIL “The HCL Customer Advisory Council is one of the few areas where I feel there is a clear return on investment on my time. It is a great example of successful knowledge sharing among IT leaders and between them as a group and one of their IT partners”. Practicing thought leadership for strategic planning, longterm performance and growth. TIM GRAUMANN, VP IT and CIO, Brocade 2012 AWARD WINNER marketing excellence Awards presented by ITSMA 2 0 1 1 Customer Advisory Council meeting in Monaco - December, 2013
  15. 15. Copyright © 2015 HCL Technologies Limited | www.hcltech.com14 Cio straight talk Cio straight talk interactive A peer-to-peer engagement platform for global IT leaders. Channels: Magazines, Events, Webcasts, LinkedIn community and Twitter. Cio straight talk LIVE OVER 5000 IT LEADERS ENGAGED ACROSS CHANNELS A community with over 1200 members on marketing excellence Awards presented by ITSMA 2 0 1 3 October, 2013, Helsinki
  16. 16. Copyright © 2015 HCL Technologies Limited | www.hcltech.com15 great relationships are always talked about
  17. 17. Copyright © 2015 HCL Technologies Limited | www.hcltech.com16 Named one of the world’s most influential companies, along with the likes of Facebook, 3M, Microsoft and Google. HCL wins CNBC-TV18's India Business Leader Award for Outstanding Company of the Year. business week Joins this esteemed line-up from a list of 1073 Asian companies (with a revenue or market capitalization of $3 Bn). ASIA’S FAB 50 COMPANIES award FOR 5 CONSECUTIVE YEARS
  18. 18. Copyright © 2015 HCL Technologies Limited | www.hcltech.com17 GREAT Relationships ALWAYS rest on STRONG beliefs
  19. 19. Copyright © 2015 HCL Technologies Limited | www.hcltech.com18 Operating with a leadership model that in many ways inverts the pyramid of organizational hierarchy. Aligning to the business needs of the client, to proactively add value to their business. employees FIRST Maintaining the highest standards of ethics and integrity in our professional and personal lives. value centricity TRUST TRANSPARENCY FLEXIBILITY
  20. 20. Copyright © 2015 HCL Technologies Limited | www.hcltech.com19 “A breeding ground for entrepreneurial talent”. Their study reveals that HCL has produced 100 CEOs in a 30-year span. we don’t hold anyone to contracts. because finally companies don’t do business with companies. people do business with people.- Shiv Nadar on CNBC. the first ideapreneur HCL starts in the proverbial garage. Shiv Nadar always believed in growing the company by creating replicas, which further create replicas. This encouraged individual businesses to spin-off as separate companies. The best business plans are funded, making HCL a breeding ground for entrepreneurs.
  21. 21. Copyright © 2015 HCL Technologies Limited | www.hcltech.com20 for Innovation System Management award ideapreneurs ideas ideas 18000 32400 10200 $633mn ideas ideapreneurs ideas *1317 *3715 *61 *4 mad involved in idea generation entries received converted into films ITSM Gold Blue Print, Customer Onboarding, MyCloud Platform, Alt AD engaged across hcl generated till december, 2014 implemented value delivered ideas *Cumulative of 4 seasons *Result announced 2011 AWARD WINNER
  22. 22. Copyright © 2015 HCL Technologies Limited | www.hcltech.com21 RELATIONSHIPS TAKE US BEYOND COMPETITION
  23. 23. Copyright © 2015 HCL Technologies Limited | www.hcltech.com22 COMPETITIVE BENCHMARKING STUDY hcl ctsWIPROinfosys ACCENTURE hp HCL positioned as Leaders in Forrester Wave for Software Product Development Services, Q1 2014 HCL positioned in Leaders category in IDC MarketScape for Worldwide Life Science R&D ITO 2013 Vendor Assessment HCL positioned as a Leader in the Forrester Wave for EMEA Applications Outsourcing Services, Q1 2014 HCL positioned as Major Contenders in Everest Group PEAK Matrix for Healthcare Provider ITO HCL positioned as a Leader in the Forrester Wave for North American Applications Outsourcing Services, Q1 2014 HCL positioned as Major Player in IDC MarketScape for Worldwide Life Science R&D Strategic Consulting Services 2014 Vendor Assessment HCL positioned as Leaders in IDC MarketScape for Mobile Application Development, Testing, Management and Infrastructure Services Market 2014 tcs HCL Gaining Analyst Mind Share across Service Lines HCL meeting the Best-of-the-Breed Mark across Industries
  24. 24. Copyright © 2015 HCL Technologies Limited | www.hcltech.com23 traditional it application support and maintenance (asm) Ticket resolution focused, non-consultative with limited flexibility and visibility. it infrastructure outsourcing Standalone application silos limited by low flexibility, cost inefficiency and security threats. business process outsourcing Fixed cost based non-integrated IT and business services. engineering outsourcing services Complementary product and platform engineering. Traditional System Integration Integration of IT subsystems into one monolithic system which can interact with one another. digital marketing operations ROMI (Return on Marketing Investment) aligned, cost-effective services to enable CMOs with technology for marketing operations. alt asm Proactive workload reduction while impacting business performance. enterprise of the future Flexible, cost effective and secure Next Generation IT Infrastructure to maximize workforce productivity. enterprise function as a service Creating an Extended Enterprise Function for business operations cost reduction. ip monetization Product innovation using outcome based models. digital systems integration Seamless integration enabling better decisions, intuitive products and services, and better throughput time across the value chain. zcmo The strategic partner to the CMO enabling them to be omnipresent across zero moments. hcl’s alternative propositions ipmonetization
  25. 25. Copyright © 2015 HCL Technologies Limited | www.hcltech.com24 hcl’s radical approach in application management for the next generation outsourcer Guaranteed 30% + cost reduction using the Lean ASM framework, HCL’s gold standard for ASM. Improved service quality with scientific management of the IT landscape using PRIZM . Proactive incident and problem management through prebuilt self-healing solutions. Increased efficiency with cross/upskilling through the business aligned target operating model. Significant TCO reduction through self-funded APO and Shift-To-Cloud. Business disruption free transition using ASSET*-demonstrated in over 100 engagements. Proven multi-vendor management framework for increased collaboration through scientific processes. Engagement visibility and transparency through co-managed IT. Business aligned IT through business process to IT landscape linkage enabled by PRIZM . Proactive value creation through the Value Portal and the Transformation Board. Impacting business KPIs through business process KPI monitoring through ProVantage . Flexibility in engagement and delivery through HCL’s flexible staffing model. tm tm tm tm asset priZm™ asset A hosted web based portfolio management tool that enables the process of asset portfolio management and optimization HCL’s integrated end to end transition framework enabling business disruption free service transition and mitigating operational risks CREATING AN INCIDENT FREE ASM While impacting business performance multi- vendor governance
  26. 26. Copyright © 2015 HCL Technologies Limited | www.hcltech.com25 building the enterprise of the future Security, Flexibility & Agility through methods such as Office 365 and Compatibility On-Demand. Saving costs on Mobility and pay as per usage. Providing Liquid Infrastructure based on Cloud (ease of deployment and reallocation). Bring Your Own App (BYOA) Future of BYOD with AUP (Acceptable Usage Policy). User Profile constructs to allow different degree of freedom for various user types. Empowering Your Employees to bring Consumer Electronic Level UX. Multi-Platform support for a seamless hybrid solution. Minimizing hardware additions streamlining operations and bottlenecks. Collaborating technologies across boundaries (cross-platform integration with Cisco, etc). Enterprise Voice over MS Lync Bring Your Own Device (BYOD) Next Generation Data Center
  27. 27. Copyright © 2015 HCL Technologies Limited | www.hcltech.com26 HCL’s Enterprise Function as a Service Offering Creating an Extended Enterprise Function for business operations cost reduction PAYMENTS enterprise function as a service business ops transformation it standardization platform transformation infrastructure consolidation Client’s Existing IT Organization By functionionally aligning IT & operations using EFaaS, HCL can deliver 20-25% reduction in Business Operations Cost for the Functions integrated enterprise function services shared services/ utility creation best-in- class partnerships flexible management models innovative commercial constructs 5 Key Levers extended enterprise it organisations Business functions service lines CORPORATE BANKING INVESTMENT BANKING RETAIL BANKING PRIVATE BANKING ENTERPRISE FUNCTIONS custom applications infrastructure services enterprise application business processes data management - finance - procurement - risk - legal and compliance - hr
  28. 28. Copyright © 2015 HCL Technologies Limited | www.hcltech.com27 product innovation program businessmodel product adoption FLSL / SLU PracticeInvestments contractual beyond the contract market innovation value creation productized services Innovation as part of the Contract Joint Product Organization: revenues and profits (or losses) incurred by the product are shared by HCL and the product owner. We call it the risk-reward model. 50+ patents filed - 12 patents are now products (Mobile NMS, cashless banking). Innovation as a Business Model Re-engineering existing Products for different revenue streams (emerging markets, value engineering, frugal engineering) for customers in medical devices, consumer electronics, etc. Innovation as a Process Focus around feature enhancement and customer value creation in existing products. 1250+ patents filed with top engineering companies in telecom and office automation. Innovation - Beyond the Contract 250+ Strong team of domain experts for developing IP 20+ solutions being offered across industries. Focused on: ACCELERATION, VALUE AND TECHNOLOGY in “engineering experiences”. acceleration value Innovation Contractual and Beyond the Contract ip monetization technology ipmonetization
  29. 29. Copyright © 2015 HCL Technologies Limited | www.hcltech.com28 HCL’s DSI Ecosystem to Transform Your Organization to a Digital Enterprise digital discovery tool set datalandscapetransformation Enterprise discovery framework digital assessment tool EDF dat offerings data fabric Application Modernization Digital Transformation tools/IPs partners outcome Big data analytics | Customer/ Marketing analytics | AML/ Fraud analytics | Operations research Architecture Assessment Framework XPRESS™ Migrate Framework Bespoke: CSC (ACE) | PaaS: Azure, SAP, Oracle, Microsoft SFDC TCO Reduction IT ready for change Minimized Disruption/ Increased flexibility Architecture Assessment Framework MTaaS New Apps & Platform based App Development Cloud App Enablement Smarter Commerce Dashboard Unified Analytics Report Factory Retail Connect iLine iPOS mSAM integration/ middleware vertical solutions multi-channel e-commerce disruptive technologies bi,analytics big data Decision Impact Single version of truth Actionable Insights Tibco,Infor Microstrategy, SAS, Tibco, Tableau, Palanltir processlandscapetransformation Veeva, Cisco, IBM – Unica, Ariba Revenue Impact Business Function Efficiency Customer Delight IBM-Kenexa, SAP-Hybris, Demandware Perfecto, Mobile Iron, Cisco, Citrix, Jive Software, Futura offerings tools/IPs partners outcome legacy modernization cloud enablementCommercial Enablement Mobile App Development | Enterprise Mobility | Scaled Innovation Offerings
  30. 30. Copyright © 2015 HCL Technologies Limited | www.hcltech.com29 HCL’s zCMO™ Strategic partner to the CMO in the zero moment customer insight command center predictive analytics modeling reporting and visualizations single view of data corporate listening office integrated analytics multi-channel hub multi-channel community relationship commerce (payment, monetization) multi-channel content distribution campaign automation channel creation (web, mobile etc.) content rendition content rendition and management cONTENT platform CAMPAIGN
  31. 31. Copyright © 2015 HCL Technologies Limited | www.hcltech.com30 relationships come with responsibilities
  32. 32. Copyright © 2015 HCL Technologies Limited | www.hcltech.com31 Dedicated towards giving modern art the status and recognition it deserves Ranked amongst India's top 10 private engineering colleges Nurtures talented and underprivileged children from the rural areas A technology-based educational intervention program for government primary schools envisioning the eradication of illiteracy A 300 acre multi-disciplinary research-oriented university A K-12 education initiative to educate students and nurture future leaders RURAL (K- 12) URBAN (K- 12 & ART) The largest transparent private foundation for education in emerging nations URBAN/RURAL (HIGHER EDUCATION) ROSHNI NADAR MALHOTRA HONORED WITH THE TITLE OF NDTV INDIAN OF THE YEAR 2014 – INDIA’S FUTURE IN THE PHILANTHROPY CATEGORY Shiv Nadar honored with the ICSI Lifetime achievement award Shiv Nadar honored with the 2013 BNP Paribas Grand Prize for Individual Philanthropy
  33. 33. Copyright © 2015 HCL Technologies Limited | www.hcltech.com32 Won the prestigious Asia-Pacific Enterprise Leadership Awards (APELA) 2013 for Corporate Social Responsibility (CSR). Workforce Diversity The only Indian Company on the Honor Roll of the UN-WEP (Women Empowerment) Leadership Awards 2013 96 nationalities 24% women in the global workforce ecosystem impact Green data centers saved up to 25% more energy Water reduction up by 6.1% 300% increase in biomass based energy procurement Received a CDP score of 70, which is 21 points higher than the average across industries Ranked 5th among the 300 companies evaluated for carbon management in BRICS region by the Environmental Investment Organization (EIO) community development community giving advocacy POWEROF HCL Power of One and Council for Social Change (CSC) volunteers inspire customers and orient them towards reaching out to communities ( all incremental figures measured against FY 12 ) Customers contribute by visiting project sites, providing monetary support and by donating learning materials such as books, computers, stationery, and also clothes and food Over 45+ customers directly involved in community outreach programs 1,46,724 beneficiaries and counting Won the Asia-Pacific enterprise leadership 38000+ HCLites contribute Re. 1 every day and HCL Tech matches this contribution
  34. 34. Copyright © 2015 HCL Technologies Limited | www.hcltech.com33 TM between the lines of a contract and you will see room for a relationship. It is this relationship that makes us, Ideapreneurs, push the envelope, burn the midnight oil and see beyond the clauses A, B and C. In such a relationship you’ll find interactions with trust, transparency and flexibility. Because, you see, a relationship is not just about a first party and a second party signing a deal on pieces of paper. It’s about people coming together to create ideas, value and sometimes even history. Read carefully
  35. 35. Hello there! I am an Ideapreneur. I believe that sustainable business outcomes are driven by relationships nurtured through values like trust, transparency and flexibility. I respect the contract, but believe in going beyond through collaboration, applied innovation and new generation partnership models that put your interest above everything else. Right now 105,000 Ideapreneurs are in a Relationship Beyond the Contract™ with 500 customers in 31 countries. How can I help you?