HCL Business Services Corporate Overview

1. HCL Business Services Corporate Overview

2. Who is HCL? If you’re traveling on a Boeing or by Singapore Airlines, banking with Deutsche Bank, using a Nokia mobile phone, connecting through BT, buying an insurance policy from AEGON, shopping at Dixons, using medicines from Merck, communicating through a CISCO router, printing on XEROX, enjoying Viacom’s channels on your TV, seeking help on Microsoft, tracking stocks on NASDAQ, booking airline tickets over Priceline.com, or relishing Dr. Pepper Snapple’s beverages … then you’ve been touched by HCL – A company that quietly works in its customers’ shadow.

3. What we stand for?

4. HCL - Snapshot HCL Technologies Financials HCL Infosystems Total Revenues - $ 6 Bn EBITDA - $ 670 Mn Employees - 85,000 Product Engineering & R&D, Enterprise & Custom Applications, Enterprise Transformation Services, Infrastructure Management & BPO Services Hardware, System Integration, Networking Solutions, Managed ISP Services, Homeland Security & ICT Distribution Global Market Focus Indian Market Focus Enterprise Revenue Growth USD 6000 Mn India Presence - Offices in 170 cities, 500 points of presence reaching 4,000 towns Distribution Network - 93,000 outlets in over 9,000 towns Global Presence - Operations spanning 31 countries Delivery Facilities - USA, UK, Finland, Poland, Puerto Rico, Brazil, China, Malaysia, Singapore, Australia, Czech and India USD 455 Mn 2011 2000 Year

5. Globally Admired Included in Forbes’ prestigious 'Asia's Fab 50 List' for 2010 One of the 44 Most Democratic Workplacesin the World One of Britain’s Top Employersfor the 4th Consecutive Year Best Employer in India –Hewitt Study 2009 HCL Technologies is Disruptive and Bears Watching…though it has not received the hype of a salesforce.com or Google, we believe HCL may very well be one of the contenders to lead the IT services world of the very near future.” HCL is taught at Harvard as a premier case study on strategy and organizational leadership Priscilla Deepika, HCL BSERV World’s Most Influential –Five companies to watch: Facebook, HCL Technologies,Craigs List, SKS MicroFinance, LI & Fung “IBM and the other multinationals are becoming increasingly nervousabout HCL Technologies…” Acknowledges HCL Technologies as the world’s most modern management Darden School of Business has done a case study on the impact created by HCLthrough its “Employees First Customers Second” practice Published by Harvard Press, the Employees First, Customers Second book is admired by global thought leaders such as Tom Peters, Tony Hsieh, Gary Hamel, Judy McGrath, Ram Charan and Victor K. Fung; Ranked No. 17 on the Best Seller list in 800-CEO-READ, a leading global retailer of management books; Listed amongst the ‘Best Business Books of 2010’ by the Library Journal of America, and ranked No. 7 on Amazon UK’s listing of ‘Best Business Books of 2010’.

6. A Unique Approach to Management –Employees First, Customers Second The Value Zone Reverse Accountability Customer • Maximum value is created at the Employee-Customer Interface. This is called the Value Zone • The aim of Employees First is to achieve a “wow” at this interface by inverting the management pyramid and increasing accountability to the value zone • The Employee becomes the owner of the change and in turn strives to deliver the best to his/ her customer Maximizing the wow in the value zone Employee Enabling Function Management

7. Full Services Portfolio 5.8% 5.7% 16.3% 6.8% 7.2% 22.8% 8.4% 26.6% 9.1% 10.8% 31.8% 27.1% 18.5% 57.1% 24.6% 21.3% Others BPO Asia Media and Entertainment Energy-Utilities, Public Services Infrastructure Services Healthcare Europe Retail and Consumer Telecom Custom Applications Manufacturing Engineering and R&D US Financial Services Enterprise Applications Vertical Mix (Revenues – Q2 FY11) Service Mix (Revenues – Q2 FY11) Geo Mix (Revenues – Q2 FY11) Full Services Co-Sourcing For easy optimization and end-to-end IT integration for measurable business outcomes

8. HCL BPO to HCL BSERV – Changing Business Environment • Domain orientation • Innovations & Improvement based work • Business Services approach • Output / Risk-Reward based • Multi geographic delivery model • World-class standards, expectations of delivery ? What Clients are Demanding? • Call Centric competence • Cost Arbitrage • Process Efficiency • Volume hiring & Training • India Centric processes • Restricted Careers • Single language organization • Compliances & internal • processes • Domain/Technology competence • Innovation • Collaborative • Value Based Process design & Solution • Skill Based Hiring • Integrated Global Solutions • Global work culture • Global compliance • Global landscape People who understand the client’s business Traditional BPO HCL Business Services • HCL Business Services (HCL BSERV) – the NeXt Generation BPO

9. HCL BSERV Fast Facts Geographic Presence US, UK , APAC, Europe and South America Revenue USD 214 Mn* Professionals11,500+ Languages 8 European Languages *Trailing Twelve Months (TTM) as on 30th June 2010 Industry Services • Supply Chain Management • Finance & Accounts Outsourcing • Knowledge Process Outsourcing • Human Resources Outsourcing • Customer Relationship Management • Technical Support Services • Telecom • Retail, CPG & Utility • Banking & Financial Services • Hi-tech, Manufacturing and Engineering • Insurance and HealthCare • Media, Publishing and Entertainment Business Focus 100+ Customers 6σ • Process – ISO 9001 • Environment – ISO 14001 • IT – ISO 20000 • IT Security – ISO 27001 • COPC • CCA Quality & Compliance Kaizen OE • SAS 70 Compliant • OHSAS 18001 BPR Revenue Spread

10. Industry Accolades Ranked No.1 Employer in India and Best Employer in Asia Hewitt Associates, 2009 Ranked among top 10 in the Employee Satisfaction Survey DQ-IDC, 2009 First BPO company in the world to be appraised at Maturity Level 5 of People CMM QAI, 2009 People Focus Capability Excellence Won the prestigious QCI-DL Shah National Award 2011 on Economics of Quality - the ‘National Best of All Awards’ HCL BSERV wins CIO ‘ingenious 100’ Award 2009 CIO-IDG India 2009 HCL BSERV wins Technology Award Indiatimes BPO Industry Awards 2008 Special award for consistent excellence for outsourcing practice across all disciplines National Outsourcing Association, 2007 Corporate Excellence HCL ranks in the Leaders Category of Retail-specific FAO services providers, Everest, 2009 Ranked among ‘The Top Five BPO in India’ Nasscom 2011 Corporate Ethics Ranked in the ‘Leaders’ category of the Global Outsourcing 100, IA0P 2011 Won the 1st ‘Investor of the Year’ award for employment generation in UK UK Trade & Investment Board, 2006 Shiv Nadar, Chairman HCL Technologies Ltd. received the CNBC Asia Business Leader award for Corporate Social Responsibility in November 2009

11. HCL BSERV Practice Structure (Verticals & Horizontals) Health Services Telecom Retail Energy, Utilities & Public Services Banking & Financial Services Insurance (Life & Non Life) Media, Publishing & Entertainment • Customer A/c setup • Front end services • Billing and Account Receivables • Enrollment Services • Provider Network Services • Claims Management • Medicare Services • Operations Support & Readiness • Service Fulfillment • Service Assurance • Billing Support Services • Convergence Support • Supplier/Partner Management • Platform Based Services • Virtual Warehousing • Promotional Planning • Order Management • E-Commerce Support • Direct Store Delivery • Reward Card Management • Private Label Credit Card Management • Tracking • Billing Support Services • Billing Exception • Customer Profile Managememt • Asset Management • Fuel Resource Management • Bill Query Management • Sales Maximization • Mortgage Processing • Credit Card Customer Support • Lender Support Services • Retail Banking Services • Asset Management • Fund Accounting • Commissions • Fund Administration • Transfer Agency • Agent Licensing • Actuarial & Finance • Underwriting • Policy Servicing & Administration • Claims Management • Pension & Annuities • Account Administration • Commissions • Data Cleansing • Document Indexing • Pre-press and Editorial • Content Management • Ad Design & Creation • Website Hosting & Maintenance • PPT and Flash Presentation • E-forms Creation and Testing • Digital Archiving Customer Relationship Management Knowledge Process Outsourcing FAO Account Payable, Receivable General Ledger and Reporting Fixed Asset & Accounting Credit Management & Collections Regulatory Reporting & Compliance & Audit Forecast Analytics HRO Recruitment & Staffing Workforce Automation Benefit Administration Payroll Workforce Development Compensation OTHERS Indirect Spend Management Revenue Enhancement Services Return Management Forecasting Planning & Sourcing Business Intelligence/ Survey/ Mystery Shopping

12. Location Strategy - Portfolio Approach to Global Delivery Europe Near shore, Language Skills Emerging Market US Near shore Emerging Market Delivery APAC Language Skills Emerging Market US Same Time Zone Low Cost Destinations Europe Same Time Zone, Low cost Destinations Australia Near shore, South Africa Near shore, Algeria, Morocco as French Near shores

13. Global Footprint in line with Portfolio Approach… Europe Near shore, Language Skills Northern Ireland Krakow, Poland Emerging Market US Near shore Beijing, China Raleigh, North Carolina Emerging Market Delivery APAC Language Skills Shanghai, China Guadalajara, Mexico Malaysia Singapore Emerging Market Sao Leopoldo, Brazil US Same Time Zone Low Cost Destinations Europe Same Time Zone, Low cost Destinations Australia Near shore, South Africa Near shore, Algeria, Morocco as French Near shores

14. Language Capabilities Helsinki Swedish Finnish Belfast & Armagh English , French, Flemish, Spanish, Italian, Dutch, Catalan FINLAND POLAND Raleigh, NC CHINA NORTHERN IRELAND Raleigh English Spanish Shanghai Mandarin Cantonese Korean Japanese INDIA GuadalajaraEnglish Spanish French Portuguese SINGAPORE Brazil Krakow, Poland French German Italian Portuguese Spanish Polish Russian Dutch Romanian Czech Hebrew Finnish Norwegian Sao Paolo English Spanish Portuguese German Noida & Chennai, India English , Hindi, other Indian Languages

15. Global Delivery Capacity - Functional APAC East Europe India N1-N5 Noida - 4178 B1 Bangalore - 1435 C1-C7 Chennai - 5778 S2 Malaysia - 100 United Kingdom A1 Belfast - 929 A2 Armagh - 726 A3 Preston - 172 A4 Romford - 561 A5 Welwyn Garden City - 26 A6 Croydon - 201 E1 Poland - 440 Poland United Kingdom United States Sunnyvale POP China New Jersey POP India Malaysia S1 Shangai China - 125 United States U1 Missouri - 34 U2 Georgia - 77 U3 New Jersey - 139 Brazil South America R Brazil - 150 Total Capacity 15071 * *Numbers mentioned are seat capacity in each centre

16. Employee First Initiative The tenets of Employees First Employees First is a philosophy that recognizes employees as strategic to the ownership of the company’s functions and it’s way of working. Employees First Enables, Engages and Empowersemployees to maximize the value by creating the WOW in the value zone 1 2 Mirror, Mirror… Trust through Transparency Accepting imperfections as catalysts for transformation Seeding trust by stretching the envelope of transparency 3 4 Inverted Pyramid Recasting the role of the CEO Reversing accountability by bringing the bottom to the top Decentralizing decision making

17. HR Best Practices This program provides a platform to the young talent that wish to further their educational aspirations. Distance Education Policy First BPO Company to be apprised at PCMM level 5 A program for nurturing in-house talent & addressing employee aspirations. Provides Career opportunities with Software and Infrastructure divisions Tie-up with IIMC to run on-site General Management Course An exclusive program to recognize, reward and celebrate the noteworthy performances of HCL-ites. The objective is to create a culture of stimulating professional excellence An accelerated career progression path for advisors enabling them to be groomed as first level supervisors. A one-one forum where employee is made aware of the various career progression avenues to explore to move higher up the ladder A business continuity measure identifying key employees and suitable successors to carry out critical task during their absence Career Development Discussions Micro Succession Planning

18. Quality & Compliance QCI award PCMM Level 5 World’s First BPO 2010 2008 ISO 27001 Information Security Management System 2009 ISO 20000 IT Service Management System Information Security Management System (BS7799) 2005 2007 OHSAS 18001 Health and Safety Management System ISO 14001 Environment Management System ISO 9001 2003 2004 IBMS (Integrated Business Management System) World’s First BPO First Indian & Third Company in the World to be COPC Certified for Collections Process Purdue Benchmark Certification 2002

19. Quality & Compliance Holistic focus on business goals Continuous Improvement Information Security Six Sigma ISO 27001:2005 Certified People Enterprise wide Certification PCMM Level 5 Appraised 133 controls across 11 domains Data Security Data Privacy Data Integrity Process - Performance OHSAS 18001:2007 Certified BPR ISO 9001:2000 Certified ILO – OSH Guidelines Compliant SOX – DPA - SAS 70 Compliance Lean Environment IT Services – ITIL Practices COPC Rel 4.1 Certified Kaizen ISO 10002:2004 Compliant ISO 14001:2004 Certified ISO 20000:2005 Certified Integrated Business Management System

20. HCL BSERV: Technology Network

21. HCL Advantage – Integrated Services Quality Certifications Scalable Solutions Leveraged Delivery Through Partnerships Methodologies & Frameworks Robust Infrastructure Risk Mitigated Delivery Centres Tools & Technologies Innovative Business Models INFRA IT BSERV Integrated Service Offerings

22. A Unique Approach to IT – Business and IT Handshake Suite Data Business Processes Applications Infrastructure Enterprise Discovery Discover Optimization Services Rationalize Process Optimization APO Data Optimization Infrastructure Optimization IT Solutions Delivery and Support Build Run Time Visibility Watch Integrated IT Operations Run I want to have a complete view of my landscape I want to monitor my business impact I want to maximize my asset performance I want to deliver process insights for strategic decision making Based on theseRecommendations Facilitate StrategicDecision Making Gain Visibility to Identify Trends & Make Discover & model dependencies among end to end business processes, the supporting application, databases & infrastructure Track real time business KPIs through regular IT operations such as incident management Recommendations that streamline business processes & optimize applications, infrastructure & data Build responsive systems that can proactively report on business KPIs, self remediate & generate data

23. The other side of HCLitesCorporate Social Responsibility • Educational Tie-ups – 1 HCLite teaches 7 underprivileged people • VidyaGyan – A landmark educational initiative for meritorious rural underprivileged children, completely free • SSN College of Engineering - An India top 10 private engineering college from The Shiv Nadar Foundation, envisioned to be a global knowledge institution enabling world class scientific research • Plant a tree initiative – one tree per client visit (with every client coming to India, a tree is planted) • Extensive tie-ups with NGOs, women forums, social service communities, health institutions, blind children institutions • Employee driven association with multiple child care programs across regions • One of the first companies to have a comprehensive environment management program, HCL is the first company in the country to be ISO14001 compliant • First company in India to have a comprehensive policy on Waste of Electrical & Electronic Equipment (WEEE) European Union (2002/96/EC) Directive • First company in India to launch RoHS compliant laptops • Tie up with rural women foundation for the buying of their hand woven material, planting of trees for villages and their education

24. 80000 HCLites make it possible 25

25. www.hcl.com