IMSCompany Profile

Who We Are

• About IMS• Our Services• Our Customized Processes• Our Knowledge Management• Our People Possible Approach

Agenda

IMS is a young, dynamic group of like-minded people on the road of creating a world class organization that will create value for

both internal and external customers

About IMS

• Global (India, UK, Australia, East Africa, Middle East)

• Innovative (ideas, processes, tools, engagements)

• Flexible (models, approaches, scale, partnerships)

• Young (3.5 years old)

• Dynamic (adapted to various good & bad environments by changing)

Journey So Far

• Founded on 25th March 2006

• Started Operations in April 2006

• First Placement made on 17th May 2006

• 100th placement made on 12th September 2006

• Worked over 340 candidates in middle level positions

• Started UK operations in 2007

• Today serving over 70 clients in the UK market

• Set fist foot in Australia in 2009

• Completed 1350 days and still growing

• 80% of total leadership team 1100 days old

Corporate Culture

Optimization of Cost

Balanced Business Focus

Partnership Approach

Driven by Core Values

To make our clients survive…

To ensure consistent balance between vision and resources

Enlarges the pie and gives space for growth

We put values first

What We Do

Service Offerings - International

• Headhunting Research

• CV Processing / CV Formatting

• Job Posting / Advert Response Management

• Database Regeneration

• Managed Services

• Business Development / Lead Generation

• E-Mail Marketing / Mail Shot Design & Delivery

• End to End Recruitment Services

• On Call Service / Help Desk

ServicesVerticals• Finance & Banking• Telecom• Retail• FMCG• IT• Education• Healthcare / Pharmaceuticals• Hospitality & Leisure• Media & Publishing• Construction• Manufacturing• Automotive• Public & Utilities• Fashion• Defense• Consulting• Aerospace

Service Offerings - Domestic

• Perm Staffing

• Search Assignments

• Turn Key Projects

• Assessments

ServicesVerticals

• Finance & Banking

• Telecom

• FMCG

• IT

• Education

• Pharmaceuticals

• Construction

• Manufacturing

NEW Service Offerings & Domains

Services International

Research & Analytics Market Research Data Collection Data Processing Survey Programming Social Media Listening Customer Support

Domestic• Introduction of RPO in Corporates• Data Collection• Data Processing

Domains Social Care Pharmacy

Insurance Travel

Services

How We Do It

Key Business Enablers

Customized Business Processes

Knowledge Management

People Possible Approach

Customized Business Processes

Partnership Approach

Staffing Models

Contracts

Implementation

Learning and Exploration

Staffing small, nimble teamsRapidly ramping-up

Free pilotsFlexibility on contract periodsReasonable pricing

Ability to implement on client’s existing platformsNo major up-front investments to get startedQuick kick starts and ramp ups

Advance process mapping and analysisSharing ongoing insights and innovationsSharing newly developed approachesUsing extra team capacity to experiment with new work

Transition Process

Project Planning

‘As Is’Understanding

Pilot Go-live

Assessment + ResolutionMigration

TransitionSetup

SolutionDesign

KnowledgeTransfer

Offsite + Onsite Process

Analysis

Onsite / Offsite Migration Prep. Onsite Knowledge Transfer

(Physical, Webex, Phone)

• Need Assessment

• Process Mapping Study

• Gap Analysis

• Transition Plan

• Project Plan

• Hiring

• Orientation

• Implement best practices

• Establish control phase and

hierarchy

• Training prep.

• VISA / Travel

• Training

• Service Level Agreement

• Service Delivery

ModeMode

OutputOutput

Recruitment Process

• We assume that good talent is hard to find and critical to retain. Great talent management begins with great hiring

• We select Consultants who are passionate about Recruitments and are interested in building their careers

• College graduates or highly experienced

Resume database

Employee referrals

Online job portals

Inhouse Consultants

Past database

Print media

Associate referrals

Colleges & Institutes

Recruitment Sources

Recruitment Process

Highly selective process - less than 10% of applicants receive offers:o Multiple interview roundso Language, cognitive examso Screen for special domain expertise if required by clientso Background checks

Sr. Process Process Owner

1. Group Discussion Human Resources & Team Leader

2. Written Test Human Resources & Team Leader

3. Second Interview Operations Manager

4. Final Interview Head, Operations

5. Offer Letter HR

Preliminary Interview Process

Training & Development Process

All new hires go through a 3 stage4-8 week initial training program

Followed by on going personalDevelopment Training

Voice and AccentU.K. 101

Program Specific

On Floor

Consultant Development Program

New Manager and TL Training

MGMT Development Program

Management Master Classes

Target Impact Days

On Request Trainings

Training is headed by Robin Thomas, Manager - Training

9+ years of training and CSR development experienceTele-Performance, Sutherland, Accenture

Performance & Quality Management Process

Features Tracks individual key performance Anytime, anywhere accessibility

For Consultants Tracks individual performance and

quality matrix Measures operational progress & trends

For Team LeadersAvailability of performance metricsReady info for performance evaluation

For Managers Availability of performance metrics Provides opportunity to closely monitor &

quickly respond to critical performance

Each activity by the consultant is logged

Quality Management Process

• Integral approach towards quality management and continuous

improvement

• Customer satisfaction - the main driving force of TQM

• Raw formula of measuring customer expectations vs. satisfaction

• We finally end in a 3600 customer success i.e. creating customer

value, adding our innovation and finally retaining the customer.

Performance Management Process

• Multi rater assessment by:

• Supervisors

• Peers

• Sub-ordinates

• Customers

• Provides the benefit of a deep understanding of the strengths and weaknesses of an employee

Knowledge Management

Knowledge Management Process

Analyze Know

ledge Capt

ure

Know

ledg

e

Share Knowledge

Identify Knowledge

PeopleTe

chno

logy

Culture

Processes

Identify

Employees Clients Market Peers Internet

Practices:

Brainstorming Calibration Learning Opportunities / Feedback Mechanism QA

Knowledge Sources

Capture

Information Verification Documenting Knowledge Storing Knowledge

Practices:

Training Manuals Process Documentation Knowledge Library Coaching via E-mails

Verify and Document Knowledge

Cascade Learning And Create Knowledgebase

Pre-shifts Briefs Quizzes Training QA Workshops

Practices:

QA Workshops Classroom Training Sessions On Floor Training Sessions Benchmark Sessions Coaching Sessions One-on-One Sessions

Share

Improve Existing Processes And Create New Ones

Performance Tracking and Review Feedback

Practices:

Buddy System Quiz Application Refresher Trainings Product / Service Updates Training Performance Improvement Plan (PIP)

Analyze

How Do We Manage KnowledgeA single repository for information on all business functions

Operations Management

Recruitment Management System(IMS’s proprietary ERP Solution)

The Engine behind Knowledge Management

@IMS

Tech SupportSystem

Admin SupportSystem

HR Management

Training&

Development

Finance

People PossibleApproach

Results Driven Culture

Daily Work Environment

• Family Culture

•International style operations and Culture focused on open communication and individual respect

• Employees at all levels encouraged to share feedback and ideas

• Open-door policy for all leaders and management – no good idea is lost

• Top and Senior management personally greet and culture - induct every incoming class / new hire batch

Results Driven Culture

Rewards & Recognition

• Results driven & performance oriented culture• Clear expectations & feedback

• Rewards and recognition for key behaviors• Annual awards during the internal Annual Conference for:

•Operational Excellence• Entrepreneurship• Partnership

• Handsome incentives

• Promotion from within

Results Driven Culture

Work / Life Balance

Generous Benefits• Profit Sharing• Stock Options• Competitive Pay

FixedVariable

Fun• Team Building Events:• Cricket Matches, Halloween Days, Annual Picnic, War Games, Movie Show, All festival celebrations

Motivation

Our belief :

Attitude Motivation – addressing thinking and feelings

Incentive Motivation - providing rewards for results

All employees and leaders are highly incentivized to satisfy the material

motivation and are periodically covered individually with the

HR & Training to cover attitudinal motivation.

We firmly believe that “it is not ability but desire that creates success”.

Motivating Environment

Establishing Organizational Excellence

Transition

Stabilize

Improve

Operational Infrastructure

Recruitment

Learning & Development

Innovation

ContinuousImprovement

TechnologicalAdvancements

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