1. Business Process Outsourcing Rahul Sethi Founder & Chief Executive Integral Fusion November 2010 Introduction, Understanding, Capability, Tier2 Cities Exposure Looking after Information properly

2. Ethos In future, the most powerful brands will be customer-centric. Successful companies will know their customer and will be the customer’s advocate – Rahul Sethi (Founder & CEO)

9. Understanding of present BPO economics & relevance of Tier2 City that adds incredible value to long term business proposition for your Clients. Proposal to Set up Back-end Processing center in Ambala Cantt (HRY)

10. The Indian BPO industry has experienced robust growth Source: NASSCOM India BPO Study India BPO exports revenues and employment FY 2004-2008 Employees (’000s) Revenues (US$ billion) Large number of processes delivered Multiple industry verticals served Global customer base Part of a global ‘eco-system’

13. An ‘ecosystem’ that is getting ready in Tier 2/3 cities for BPO Sub-contracting Developed educational setups Quality healthcare facilities Hotels Security Shopping and entertainment options BPO hubs in Tier-2/3 cities Developed transportation infrastructure Affordable housing and real estate International connectivity Telecom / Internet connectivity Utilities (Power, gas, sewage etc.) Physical infrastructure Social infrastructure

14. Ambala district is located on the North-Eastern edge of Haryana surrounded by Yamunanagar to the South-East, Kurukshetra to its south, Patiala and Ropar districts of Punjab and the Union Territory of Chandigarh to the west. The Shivalik Range of Solan and Sirmaur district of Himachal Pradesh bound the Ambala district in the North and North-East. Transport Ambala is a divisional headquarters of the Northern Railway Zone and is an important railway junction. The Ambala Cantonment railway station was founded on the junction of the Delhi-Kalka and Ludhiana-Saharanpur lines. The historic Delhi-Ambala-Kalka railway line dates back to 1889 while the Ludhiana-Saharanpur line was built in 1870. Situated 200 km north of Delhi, this town is extremely well connected by the rail and road network. Ambala is a major railway junction. It has 7 railway platforms and a daily passage of about 250 trains. Education Number of Colleges and Schools in Ambala Composite Ranking Index Ambala, अम्बाला , ਅੰਬਾਲਾ Ambala – Education & Scientific Industry Hub of Haryana Source: The City Skyline of India , 2008-09 (http://www.indicus.net) Based on inverse of unemployment rate, employment growth rate, reside in Index, economy index, market size and inverse of population growth (higher ranking on any of these indicates easier and better living) Area 1568.85 sq. kms Population 10, 13,660 Literacy Rate 66.47% STD Code 0171 Postal Code 133001 (Ambala Cantt.) Total Colleges 18 High School 180 Middle Schools 43 Primary Schools 558 Polytechnics 2 Medical College 1 Engineering College 3 Top Ten Rank Gurgaon 1 Chandigarh 2 Noida 3 Shimla 4 Delhi 5 Ambala 6 Ludhiana 7 Jaipur 8 Rupnagar 9 Indore 10

16. Offshore Lifecycle Offshore Expertise & Experience Market & Supplier Knowledge Codified Methodologies and Offshoring Tools Manage 4 Source 3 Buy/Build/Outsource Plan 2 Knowledge 1 Proposed Offshore Outsourcing Lifecycle

17. Adopted Strategic Information alignment Framewor k Source: “Competing with Information,” Donald Marchand (2000) Marchand’s Strategic Information Alignment Framework Add value Customers, destinations Minimise Risks market, financial, legal, operational risks Reduce Costs transaction and processes Create New Reality Intelligence (social, political, technological, etc)

18. [1] Avg size of the project/engagement assumed ~50+ FTEs; if the size is lower than this, the JV, BOT, and insourcing models potentially not cost effective. In case of Tier2, the number to economy are lesser than comparison to Offshore. Ownership Comparison Ownership Model Comparison Model Definition Pricing / Cost [1] Control Management Effort Operation Risk Financial Risk Scalability JV Split invest-ment and revenues between Partner & supplier Medium High (if the Partner has a majority stake) Medium (depends on the shareholding pattern) Medium (majority stake) / Low (small stake) Medium High BOT Supplier build, operate, transfer Low Initially medium, High after transfer Medium initially, High after transfer Medium initially, Low after transfer Medium Very Low Insourcing Do it yourself Low High High Low Medium Low Transparent Integrator deal who contracts out to Tier2 High Low Medium Medium Low Medium Direct Go direct to Tier2 provider Medium Medium Medium Low Low High

23. Platform & Technology Business Areas Ecommerce Platform Development Professional Services MS Ecommerce Server DotNetNuke Commerce Platforms Travel & Hospitality Online Financial Transactions Retail Social Networks Media & Publishing Web Interactive TV Sabre SonicWeb ATG Elastic Path EBIF Tibco Business Events Tru2Way Multichannel Commerce Mobile Car Infotainment Custom Solutions Personalization Engines Comparison Engines Consumer Portals Identity Management Advertising Networks Oracle Financials Payment gateways IBM TPF Oracle Clusters Media & Publishing: key focus area

24. Content Management Systems Page Enterprise CMS Media Content Management Ecommerce Publishing Banking Web CMS Lighttpd OSA/Parlay SMPP Document Management Documentum Mobile Browser- and MDS-based XIAM Media Workspace Streaming Tagging Adobe Streaming Server VeoTags Telligent Community Server FileNet ISYS OO SDK/UNO EDMS/Workflow Architecture Centera Alfresco DotNetNuke Bitrix Joomla Drupal Confluence Web Portals Mobile Portals IBM Content Manager Flux SharePoint Collaboration Workflows/BPM Portals White Label/Branding Capital Markets Content Management Mobile Content Management Integration Document Capture Indexing / Search Access Management / Distribution Format Conversions Platform & Technology Business Areas Page

26. Business Intelligence Architecture PMS’era Ops Mgmt Actuals/Targets Dashboards Single Signon User interface Planning Security Financial Reports SQL Source ERP Source Legacy Source Online Source Excel Source SOA Source BI Tool-Kit – PMS’era Platform Any Source Costing Models Profitability Integration Map Governance

27. Thank you!!! Rahul Sethi Founder & Chief Executive [email_address] India +91 99103-49494 United States +1 408-459-0657 South Africa +27 713-818-663

28. A big transition is on its way. Ask me any questions about IdeaTriangle