hexagon consulting
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Hexagon Consulting
www.hexagonconsulting.co 1 just practical consulting!
Hexagon Consulting [US Expansion & other Key Practice areas]
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
Outsourcing Consulting Practice (OCP)
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Hexagon Consulting
US Expansion for IT and BPO Companies
Hexagon Consulting
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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
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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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
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Hexagon Consulting
Our 3-Phase Approach for US expansion
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Hexagon Consulting
3-Phase Approach for US expansion
Initial Consultation
Readiness Assessment
US Expansion
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Hexagon Consulting
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Hexagon Consulting
Initial Consultation
Readiness Assessment
US Expansion
Phases
First Meeting
Executive Work Session
Recommendations
Steps
Initial Consultation
Readiness Assessment
Operational Readiness
Market Readiness
Market Test / Validation
Initial Consultation
Readiness Assessment
US Expansion
Phases Steps
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Hexagon Consulting
US Expansion
Customer Development
People, Process & Technology
Execute, Learn, and Improve
Initial Consultation
Readiness Assessment
US Expansion
Phases Steps
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Readiness Assessment (Gap Analysis)
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Gap Analysis – Vital Factors
• Brand Promises / Core Values?
• Differentiated Value Proposition?
• Repeatable and Scalable?
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Hexagon Consulting
Readiness Assessment
Initial Consultation
Readiness Assessment
US Expansion
Phases
Operational Readiness
Market Readiness
Market Test / Validation
Steps
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Hexagon Consulting
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
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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Hexagon Consulting
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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Schedule
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Hexagon Consulting
All Three Phases for US expansion
Phase I: Initial Consultation
Phase II: Readiness Assessment
Phase III: US Expansion
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Hexagon Consulting
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Hexagon Consulting
Customer Service Excellence Practice
Hexagon Consulting
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Changing trends in Customer Interaction
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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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
Sustainable Improvement Cycle
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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 !
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Hexagon Consulting
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Hexagon Consulting
TISSE 2012: Levels of Excellence - Certification
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
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/Services 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
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
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
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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Hexagon Consulting
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
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/organisation 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
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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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..
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Hexagon Consulting
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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Hexagon Consulting
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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Hexagon Consulting
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 !
About Hexagon Consulting
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Hexagon Consulting
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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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.
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Hexagon Consulting & group organizations clients
Hexagon Consulting
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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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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
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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:- +91 124 4100779-80
Bawa Grover [email protected] Mobile:+91-9560629777
Nilesh Patel Pavan Kumar Kunchala Email: [email protected] Email: [email protected] Mobile:+91- 9717937466 Mobile:+91 - 9873476699
Hexagon Consulting
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Hexagon Consulting
Thank You !