Managing Gen Y

Purva Misra

Sr. Vice President – Human Resources

MakeMyTrip.com

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Source: PhoCusWright, Mar 2010

Most visited online travel website in India

Largest seller of air tickets for

all Indian Full Service & Low Cost Carriers

MakeMyTrip’s customers represented

12% of all domestic passengers flown

(source data: dgca.nic.in July & August 2011)

Largest Producer of online room bookings for many

hotel chains in India

Largest domestic e-commerce company

with over 4.1 million monthly unique visitors

(September 2011 comScore)

#1 in Gross Bookings#1 in Total Gross Bookings

Market Leader in India’s OTA Industry

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Experienced Global Leadership Team

Multiple Channels for Distribution and Customer Service

Large, High Growth, Underpenetrated Market Opportunity

India’s Online Travel Leader

Poised for Continued Growth

Uniquely Positioned in an Attractive and Growing Market

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Strong Brand Recognition

“Best Online Travel Agency

& Best Domestic Tour Operator”

-Times of India 2011

High rates of repeat & direct site traffic

Most searched online travel brand in India

with 8.2 million visits per month

Superior User Experience

User-friendly interface (online & offline)

- Hotels 3.0

Simple & fast responding booking engines

Customer Loyalty Program – My Trip Rewards

Innovative Customer Service Online Support

Operational Excellence

Web analytics to manage site traffic &

enhance conversion rates

Continuous monitoring of key metrics

i.e. conversions, first call resolutions,

customer satisfaction

Web infrastructure 24x7 alert systems

Open Work Culture and Empowered Workforce to Drive Innovation & Growth

Average age of employees:28 years

#3 in Great Places to Work (India 2011)

30 year old managing an LOB of 3500 Crore and a

27 year old leading a 100 Crore LOB

Keys to Our Success

From intuition to insight

We have relied too often on our

intuition to take critical decisions

The intuition is generally based on a

construct/preconceived notion with

which we are comfortable with

We further justify our actions based

on our constructs but as we know

these can be flawed

The same thing can be seen in

different ways…

Head butt incident…

As seen by the Italians…

As seen by the French…

As seen by the Press…

We need to do away with preconceived notions,

assumptions, biases by objectively understanding

the DNA of our workforce

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How They Came to Be

GROWING UP

Told Valued From Day One

Laws to Protect Them

Raised to Express Feelings

“Pro Kid” Society

Told to Experience New Things

“Don’t make the same

mistakes we did!”

Raised to Embrace Team Work

26/11, internet, social media,

cellphones

POSITIVE TRAITS

Multi-taskers

Team Players

Confident & Optimistic

Aware of Others

Entrepreneurial

CHALLENGING TRAITS

Get Bored Fast

Don’t “Get” the Old Way

Impatient With Advancement

Generation Y: What is Important to them?

Clearer, plain language communication

More wellness, health and lifestyle benefits options

Opportunities to accomplish their Career aspirations

Expect a lot from their leadership

Training, training and more training

Reward & praise

Challenge

Fun & enjoyment at work

Empowerment

Justified compensation

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To deliver our vision, we must build culture which leads to exceptional

performance …

We do this by delivering the employee promise …

… while strengthening our

foundations

Employee promise

VisionIndia's No. 1

Travel Company

HR functionStrong operating model – Strong HR team – Building HR capabilities

At MMT, we provide you with opportunities

aligning your interest and growth

with inspirational leadership

& recognising you for a great job done

Role of our people managers– ensuring we deliver

our promise and vision

Talent

ManagementLeadership

Outcomes

Our Employee Promise

What it means ….a warm welcome, challenging role, trusted

to do a great job, excellent growth opportunities, thanks for a

job well done…

At MMT, we provide you with opportunities aligning

your interest and growth with inspirational leadership & recognising you for a great job done

my

MMT

Clarity

Leader

TeamGrowth

Reward

Clarity

We provide you with a culture driven by our

core values, clarity on our purpose, vision,

strategy and objectives. We challenge,

stretch and demand a lot of you.

Leader

Your leaders recognise you for a good job done and exhibit authentic leader traits

Team

We work hard to provide you with a team

working experience you enjoy

Growth

We provide opportunities for you to grow

and develop

Reward

We pay you fairly and regularly discuss

how you are doing in your job

Delivering our promise – Creating unique culture

Retaining Generation Y

RETENTION TIP # 1

Communicate often and Set-Up an Open Work culture

RETENTION TIP # 2

Career Development

RETENTION TIP #3

Efficient Total Reward Strategy

RETENTION TIP #4

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Flexibility

RETENTION TIP #5

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Driving Fun@Work

Thank You