Topic: The Globalization of Services: How Far Can it Go? Globalization of Services

Outlines:

Irreversible Trends Continue to Drive Globalization of Services

Harnessing the Benefits – How & How Much?

How Far Can it Go?

Key Challenges to Overcome…

Current Horizontal & Vertical Alignments are Limiting....

Corporations Will Need to Re-Align...

The “True” Value of Globalization...

Genpact Overview

A Strong Legacy of Meeting Clients’ Process Needs

Uniquely Positioned to be Your Partner

Best in the World at Business Process and Technology Management

•    Industry leaders & innovators -13 years of unparalleled depth & breadth of experience

•    Setting industry standards - new geographies (India, China, Eastern Europe), new tools and technologies, transition methodology, new ways to measure processes and now a new science

Clients Always Come Before Genpact

•    Highly reference-able base with existing clients accounting for 80% of annual growth

•    84%+ CAGR since end of 2004*

Unmatched Diversity and Depth of Services

•    Over 3,000 processes managed in 25+ languages for 400+ clients representing

    40+ industries across 13 countries

Global Talent Pool

•    43,500+ employees unified by a set of common values built on a foundation of unyielding integrity

Distinctive Operating Excellence DNA and Culture Based on Lean, Six Sigma

•    Pool of 10,000+ Six  Sigma & 24,000+ Lean trained employees

•    Industrial strength approach to Process Excellence

Smart Enterprise Processes (SEPSM): The Science of Business Process and Technology      

Management

•    A unique, granular approach leveraging Process Expertise, Targeted Analytics, Pragmatic 

    Re-engineering and Focused IT

An Obsessively Client Centric Culture

Client’s Goals Come Before Genpact’s Internal Goals

•    Going beyond Service Level Agreements and contractual obligations – often with overinvestment for years

•    Strive for exemplary client experience – Net Promoter Score (NPS) amongst highest in the world (55% in 2010)

•    80% of our growth comes from existing clients– testimony of our client focus

Responsiveness – Our Greatest Strength

•    Pro-active Alerts about potential problems reach top 350 leaders

•    Rigorously listen and act on client voice through NPS surveys

True Partnership and Flexibility

•    Long-term relationships based on deep trust and credibility. Virtually no losses over the past 12 years

•    We change and adapt with our client’s changing business needs

Solid Governance Structure – Visibility and Transparency

•    High degree of leadership engagement across all levels of operations

•    Independent and active board that sits on governance meetings, reviews client feedback

Complexity, Scale and Diversity 

Core Enterprise

Services

A History of Innovation that Has Helped Build an Industry

Global, Blue-chip and Discerning Clients

Genpact Awards and Industry Recognition