1. Managing Gen Y
Purva Misra
Sr. Vice President – Human Resources
MakeMyTrip.com

2. Market Leader in India’s OTA Industry
#1 in Total#1 in Gross Bookings
Gross Bookings
 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)
Source: PhoCusWright, Mar 2010
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3. Uniquely Positioned in an Attractive and Growing Market
Large, High Growth, Underpenetrated Market Opportunity
India’s Online Travel Leader
Multiple Channels for Distribution and Customer Service
Experienced Global Leadership Team
Poised for Continued Growth
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4. Keys to Our Success
Strong Brand Recognition Superior User Experience
 “Best Online Travel Agency  User-friendly interface (online & offline)
& Best Domestic Tour Operator” - Hotels 3.0
-Times of India 2011
 Simple & fast responding booking engines
 High rates of repeat & direct site traffic
 Customer Loyalty Program – My Trip Rewards
 Most searched online travel brand in India
 Innovative Customer Service Online Support
with 8.2 million visits per month
Open Work Culture and Empowered
Operational Excellence Workforce to Drive Innovation
& Growth
 Web analytics to manage site traffic &  Average age of employees:28 years
enhance conversion rates
 #3 in Great Places to Work (India 2011)
 Continuous monitoring of key metrics
i.e. conversions, first call resolutions,
 30 year old managing an LOB of 3500 Crore and a
customer satisfaction
27 year old leading a 100 Crore LOB
 Web infrastructure 24x7 alert systems
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6. 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…

7. Head butt incident…

8. As seen by the Italians…

9. As seen by the French…

10. As seen by the Press…

11. We need to do away with preconceived notions,
assumptions, biases by objectively understanding
the DNA of our workforce
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12. How They Came to Be
POSITIVE TRAITS
GROWING UP  Multi-taskers
 Told Valued From Day One  Team Players
 Laws to Protect Them  Confident & Optimistic
 Raised to Express Feelings  Aware of Others
 “Pro Kid” Society  Entrepreneurial
 Told to Experience New Things CHALLENGING TRAITS
 “Don’t make the same  Get Bored Fast
mistakes we did!”
 Don’t “Get” the Old Way
 Raised to Embrace Team Work
 Impatient With Advancement
 26/11, internet, social media,
cellphones

13. 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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14. Role of our people managers– ensuring we deliver
our promise and vision
Vision
India's No. 1
Travel Company
To deliver our vision, we must build
Employee promise culture which leads to exceptional
performance …
At MMT, we provide you with opportunities
aligning your interest and growth
with inspirational leadership
& recognising you for a great job done
We do this by delivering the
employee promise …
Talent
Management
Leadership … while
Outcomes strengthening our
foundations
HR function 14
Strong operating model – Strong HR team – Building HR capabilities

15. Our Employee Promise
At MMT, we provide you with opportunities aligning
your interest and growth with inspirational leadership
& recognising you for a great job done
What it means ….a warm welcome, challenging role, trusted
to do a great job, excellent growth opportunities, thanks for a
job well done…

16. Delivering our promise – Creating unique culture
Clarity
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
Reward Leader
my Your leaders recognise you for a good job
done and exhibit authentic leader traits
MMT Team
We work hard to provide you with a team
working experience you enjoy
Growth
Growth Team We provide opportunities for you to grow
and develop
Reward
We pay you fairly and regularly discuss
how you are doing in your job

17. Retaining Generation Y

18. RETENTION TIP # 1
Communicate often and Set-Up
an Open Work culture

19. RETENTION TIP # 2
Career Development

20. RETENTION TIP #3
Efficient Total Reward Strategy

21. RETENTION TIP #4
Flexibility
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22. RETENTION TIP #5
Driving Fun@Work
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23. Thank You