Hexagon Consulting

Hexagon Consulting

Hexagon Consulting
[US Expansion & other Key Practice areas]

www.hexagonconsulting.co 1 just practical consulting!

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


Hexagon Consulting

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


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Phases Steps

First Meeting
Executive Work Session
Recommendations
US Expansion


Hexagon Consulting

Phases Steps

Operational Readiness
Market Readiness

Market Test / Validation

US Expansion


Hexagon Consulting

US Expansion
Phases Steps

Customer Development
People, Process & Technology

Execute, Learn, and Improve

US Expansion


Hexagon Consulting

(Gap Analysis)


Hexagon Consulting

Gap Analysis – Vital Factors
• Brand Promises / Core Values?
• Differentiated Value Proposition?
• Repeatable and Scalable?


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Phases Steps

Market Readiness

US Expansion


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Steps • Onsite Assessment
• Management Systems
• Organizational Structure
• Recruitment and Training
• English Skills Assessment
• Certifications and Awards
Market Readiness • Technology Infrastructure
• Facility Infrastructure
• Capacity Constraints
Market Test / Validation • Security Systems
• Talent Management &
Retention

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

Hexagon Consulting

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


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



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Schedule


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All Three Phases for US expansion
Phase I:

Phase II:

Phase III:
US Expansion


Hexagon Consulting

Customer Service Excellence Practice


Hexagon Consulting

Changing trends in Customer Interaction

www.hexagonconsulting.co 22 just practical

Hexagon Consulting

Hexagon Consulting – TICSI – BSI India: The Partnership

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)

(#) Deep domain strength in Customer Service excellence


Hexagon Consulting

The 5Ps Service Excellence Model Framework

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

Policies Product/Services Premises Processes People

How do the Are the Do the delivery How effective are the Are the employees
organization’s products/services channels facilitate organization’s sufficiently skilled to
objectives and designed according delivery of customer processes in enable satisfaction of
strategies reflect the to the needs and service excellence? delivering the desired customers’ needs?
customers’ expectations of the output to their
expectations? customers? customers?


Hexagon Consulting

Sustainable Improvement Cycle


Hexagon Consulting

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


Hexagon Consulting

Some salient features of TISSE 2012

Scoring Grid : 1000 points Scoring weighted on..

• Policies – 100 points • Documentation
• Premises – 100 points • Communication
• Products/Services -100 points • Actual Implementation
• Processes – 100 points • Adoption
• People – 200 points
• Measurement of Performance – 100 points • (Measured on a 5 point on each applicable criteria
• Performance Results – 300 points planning)
• (overall score generated by online tool)

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


Hexagon Consulting

Some mandatory criterion..

Sustainable
Strategic intent Process Process Employee
customer
encompasses documentation assessment and Engagement
service
the customer control improvement Measurement
improvement

Value moments
Comprehensive Comprehensive Customer
Processes are in – all delivery
customer Internal Service Self
Visual Format Channels
Service Charter Communication Assessment
Assessment

Customer Customer Customer
Customer Comprehensive
service Related Complaint and Experience
service delivery Employee
Processes in Feedback Measurement
standards Training
place System Results

Continuous Employee
customer service Customer Customer Customer
Engagement
improvement Education service training Experience
policies & Measurement
Programme and assessment Measurement
procedures Results

Products/service Employee All delivery
Public
Products/Servic pricing is Feedback and Channels
perception
es are genuine genuine and Suggestion Assessment
accessible analysis
System Results


Hexagon Consulting

Some other key criterion..

Service quality Customer value
Employee appraisals
benchmarking analysis

Transparent rewards Processes with right Customer
and recognition and comprehensive segmentation and
processes and KPIs and segmented level
programs measurement analysis

Employee and Processes are Comprehensive
Customer health and accessible to all competition analysis
safety employees and benchmarking

Customer service
Cover all delivery Process owners and head to be
channels-physical and responsibilities empowered and
electronic clearly defined part of top
management


Hexagon Consulting

TISSE 2012 Framework

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

IMPROVING
IMPLEMENTING
CUSTOMER  Complements any
SATISFACTION
& LOYALTY well structured well
structured and
properly managed
quality
TISSE 2012 management
system

DEVELOPING DESIGNING  Online detailed and
comprehensive
assessment against
the standard,
MAINTAINING
(measuring) facilitates ease of
reporting ,
benchmarking, both
internally, YOY and
globally


Hexagon Consulting

TISSE2012 Implementation Process

Key Points:

Implementation phases:

• Phase I. - Preparation
Stage

• Phase II. - Gap Analysis
and Project Planning(*)

• Phase III. - Strategy
Development

• Phase IV. - Strategy
Implementation

• Phase V. - Re-assessment
(*)and Measurement

(*) The gap analysis assessments and any of the interim/final audits are done v/s • Phase VI. – Certification(*)
a 1000 points comprehensive and detailed TISSE2012 evaluation matrix, which
checks the policies, procedures, implementation and adoption of the same in the
organisation/site. {Certification is valid 12
months at a time}


Hexagon Consulting

Regional TICSI Partner: Hexagon Consulting

Exclusive India TICSI Partner, authorised by TICSI to deliver
“The International Standard for Service Excellence”
Consultancy/Training/Workshops/Seminars.


Hexagon Consulting

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

Institutionalise &
enhance
operating  Good ROI. return on
framework for investment in
higher and
consistent customer centricity
customer is always positive
satisfaction
End to end delivery Superior Customer
coverage – experience - CSAT,
contact centre, NPS, FCR – across
back office and channels  UK based respected
client end
integration -
BSI certification,
superior outcomes relevant in Europe,
Asia pacific and
Why TISSE Globally
2012 !
Certification Audit
Bench mark
done by  Independent
Internationally
and vis a vis the
independent certification across
respected body –
same standard-
BSI, India: helps in
same standard, will
and draw insights
for continuous
reassuring clients facilitate internal
improvement 3 levels of of your customer benchmarking
certification – centricity
allows
across three levels &
operations/organi competition to win
sation to between processes
graduate to the
highest levels
over time


Hexagon Consulting

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

 Support your teams in specific customer centric
Review of practices & infrastructure - improvements
existing – as is
customer
service  Hexagon’s SMEs and Consultants will work with you
structure and to improve processes & operating practices
identifying  Improve service organisation/infrastructure
gaps to be  Implement service quality framework
bridged  Run Black belt and/or six sigma projects
Scope
Support during
implementation
 Process mapping & debottlenecking
Final BSI –TISSE  Straight through processing
of improvement
audit  Enhancing customer satisfaction measurement and
areas
enhancement; CSAT, NPS, FCR improvement
 Run structured mystery shopping programs
Customer Service
enhancement
 Reducing complaints; improving customer loyalty
consultancy & TISSE
2012 standard
 Gap analysis v/s requirements of the TISSE standard,
Pre – audit support & certification preparedness
Guide and
Pre-audit
support your
validation
preparedness
teams to bridge
validation
gaps  Authorised and TICSI trained Hexagon consultants
will carry out pre-audit checks to validate
organisation’s preparation for FINAL BSI audit.
Support specific
processes &  Provide recommendations for further
practices improvements/enhancements if applicable
improvements
 Support organisation in the final audit done by BSI
for certification


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
and
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

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

Easy
Communication
Seamless Smooth
Collaboration Coordination

Absolute
Simplicity


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

Compliance can get messy
High volume of business-critical
‘connections’ that need to be managed

Resource Pool Items

?
Employee
Coordinator

Supplier/Sub-Contractor
? Errors/Accident/Incident

Improvement
Risk

Event


Hexagon Consulting

How Mango works
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


Hexagon Consulting

Mango’s value drivers
Stronger and more systemised
process removes operational
inefficiencies

Reduced
Greater visibility of information
reduces the cost of administration Cost of
Compliance
Automated reporting reduces the
cost of communication and
document management
Increased
Consistency of information
Profitability
improves the speed and quality of
decision-making

Single integrated solution ensures
Increased
activity is coordinated across the Operational
workforce
Performance
Centralised repository improves
the collaborative work effort
across the business


Hexagon Consulting

Say it – Do it – Prove it
What do we What are we What have we
need to do? doing? done?

Errors, Accidents & Incidents

Activities & Events Reports,
Manuals,
Registers
Policies &
&
Procedures
Risks & Hazards Evidential
Records

Improvements

Internal & External Resources Who’s doing
what?


Hexagon Consulting

Mango’s integrated modules
Errors, Accidents & Monitor, process and control workplace errors,
Incidents accidents & incidents

Seamlessly manage all elements of the audit
Audits process from start to finish

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

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

Centralise the management of all individual
Human Resources skills and training requirements

Track and control non-conformances,
Improvements corrective actions and general improvements

Seamlessly monitor and control risks through a
Risks workflow managed system

Manage compliance and audit requirements
Suppliers of key suppliers/vendors


Hexagon Consulting

How Mango changes things
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!


Hexagon Consulting

Mango delivers on-going value
Helping organisations manage the big issues they face as they navigate their
way along the compliance journey

Value
Achieved • Deliver customer-facing value
• Maintain executive interest
• Demonstrate a strong ROI

• Minimise on-going cost & effort
• Retain employee buy-in
• Reduce time to implement
• Lower up-front investment
• Educate employees

Stage 1 Stage 2 Stage 3 Level of
Achieving Maintaining Leveraging
Compliance Compliance Compliance Maturity


Hexagon Consulting

The Mango guarantee
For most organisations, the cost of compliance is too
high and the value generated too low.

Mango minimises the cost and maximises the
return of compliance-based initiatives.

Cost of
Compliance
Value from
Compliance


Hexagon Consulting

So what’s in it for you?
Implement a
simple, easy to
use, low cost
(monthly
subscription
based)
compliance SAAS
tool ROI from
Button down
High ROI, from
implementation of
compliance implementation
Mango
practices across
the organisation of Mango is
always positive !!

High ROI !

Online
compliance –
helps improve Track & control
transparency for compliance gaps
all stakeholders daily/regularly
(eliminate
manual trackers)
Track
implementation
of corrective
actions on the
gaps


Hexagon Consulting

How we can help!
Support you in
your initial
assessment and
understanding
of Mango
Guide and
support your
On-going L2 teams through
support your purchase
decision
process
Mango
Implementation
by Hexagon
Consulting !
Consult with you
Consult with
to support
your teams to
specific risk
further optimise
processes &
the utilisation of
practices
the product
improvements
Consult, train &
support your
teams to scope
and implement
Mango across
your
organisation ….Lets schedule a Demo !


Hexagon Consulting

About Hexagon Consulting


Hexagon Consulting

Hexagon Consulting: Practices & offerings

CSEP OCP MCP
• Customer service excellence • TPA research & analyst reports • Risk management advisory
consultancy • Vendor sourcing and • Operational risk mitigation &
• Implementation support for selection compliance audits
customer Service excellence • Vendor management and • Mango ! Compliance
standard governed by TICSI in governance management solution
India • Mergers & acquisitions • Process efficiency and
• Gap analysis v/s TISSE 2012 • Market Development & Sales effectiveness improvement
• Consulting & Training • Collections Systems • Operations improvement
• Pre-audits

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


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

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