Hexagon Consulting

1. Hexagon Consulting
www.hexagonconsulting.co 1 just practical consulting!
Hexagon Consulting
[US Expansion & other Key Practice areas]

2. www.hexagonconsulting.co 2 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

3. Outsourcing Consulting Practice (OCP)
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Hexagon Consulting

4. US Expansion for IT and BPO Companies
Hexagon Consulting
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5. Hexagon – agile2 US market expansion support
•US Market Expansion
•Global Operations Sourcing
•20M+ USD Revenue Growth Goal
•Methods proven to work in the USA
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Hexagon Consulting

6. 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
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7. About Us
•Network: 500+ Relevant C-Level Execs globally
•Global Leadership: Senior Executive Team
•Relationships: Hexagon -agile2 Global Alliance
•Process: agile2 Expansion Methodology
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Hexagon Consulting

8. Our 3-Phase Approach for US expansion
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Hexagon Consulting

9. 3-Phase Approach for US expansion
Initial Consultation
Readiness Assessment
US Expansion
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Hexagon Consulting
Initial Consultation
Readiness Assessment
US Expansion
Phases
First Meeting
Executive Work Session
Recommendations
Steps
Initial Consultation

11. Readiness Assessment
Operational Readiness
Market Readiness
Market Test / Validation
Initial Consultation
Readiness Assessment
US Expansion
Phases Steps
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Hexagon Consulting

12. US Expansion
Customer Development
People, Process & Technology
Execute, Learn, and Improve
Initial Consultation
Readiness Assessment
US Expansion
Phases Steps
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Hexagon Consulting

13. Readiness Assessment
(Gap Analysis)
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14. Gap Analysis – Vital Factors
•Brand Promises / Core Values?
•Differentiated Value Proposition?
•Repeatable and Scalable?
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15. Readiness Assessment
Initial Consultation
Readiness Assessment
US Expansion
Phases
Operational Readiness
Market Readiness
Market Test / Validation
Steps
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Hexagon Consulting

16. Operational Readiness
Operational Readiness
Market Readiness
Market Test / Validation
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
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Hexagon Consulting
Comprehensive report on “as-is” with recommendations for TBSS
to review and move forward on

17. Market Readiness
Operational Readiness
Market Readiness
Market Test / Validation
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
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18. Market Test / Validation
Operational Readiness
Market Readiness
Market Test / Validation
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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19. Schedule
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20. 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

22. Hexagon Consulting
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consulting!
Changing trends in Customer Interaction

23. 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
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24. The 5Ps Service Excellence Model Framework
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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
Hexagon Consulting

25. Sustainable Improvement Cycle
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26. 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 !
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TISSE 2012: Levels of Excellence - Certification

28. 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
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If a minimum score on all the mandatory criterion is not met, certification cannot be awarded.
Hexagon Consulting

29. Some mandatory criterion..
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Strategic intent
encompasses
the customer
Comprehensive
customer
Service Charter
Customer
service delivery
standards
Continuous
customer service
improvement
policies &
procedures
Products/Servic
es 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

30. Some other key criterion..
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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

31. 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
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Hexagon Consulting

32. 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

•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.

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

34. 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/organi
sation 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

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Hexagon Consulting

35. 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
areas
Guide and
support your
teams to bridge
gaps
Support specific
processes &
practices
improvements
Pre-audit
preparedness
validation
Support during
Final BSI –TISSE
audit
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
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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

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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

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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

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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..

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Risk and Compliance Management
Practice

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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

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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

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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

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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

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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

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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

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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
Risks
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

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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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Value
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

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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

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High ROI !
Implement a
simple, easy to
use, low cost
(monthly
subscription
based)
compliance SAAS
tool
Button down
compliance
practices across
the organisation
Track & control
compliance gaps
daily/regularly
Track
implementation
of corrective
actions on the
gaps
Online
compliance –
helps improve
transparency for
all stakeholders
(eliminate
manual trackers)
High ROI, from
implementation of
Mango

ROI from
implementation
of Mango is
always positive !!

So what’s in it for you?

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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 !

54. About Hexagon Consulting

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Hexagon Consulting

55. 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.
CSEP
•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
OCP
•TPA research & analyst reports
•Vendor sourcing and
selection
•Vendor management and
governance
•Mergers & acquisitions
•Market Development & Sales
•Collections Systems

MCP
•Risk management advisory
•Operational risk mitigation &
compliance audits
•Mango ! Compliance
management solution
•Process efficiency and
effectiveness improvement
•Operations improvement
Hexagon Consulting: Practices & offerings
Seattle
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56. 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.
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57. Hexagon Consulting & group organizations clients
Hexagon Consulting
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58. 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:





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59. 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
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Key Contacts Details : Gurgaon(Delhi NCR) office
Hexagon Analysts and Consulting Services Pvt Ltd

P-81 South City – I,
Gurgaon - 122001, India
Phone:- [phone]
[email protected]
Bawa Grover
[email protected]
Mobile:[phone]
Nilesh Patel Pavan Kumar Kunchala
Email: [email protected] Email: [email protected]
Mobile:[phone] Mobile:+91 - 9873476699

Hexagon Consulting

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Thank You !