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AEGIS GLOBAL ACADEMY'S BATCH OF 2012 - PLACEMENT BROCHURE AEGIS GLOBAL ACADEMY'S BATCH OF 2012 - PLACEMENT BROCHURE Presentation Transcript

  • WELCOME TO THE WORLD’S FIRST PGPBM PGPBMPLACEMENT BROCHUREPLACEMENT BROCHURE CLASS OF 2012 CLASS OF 2012 knowledge partners COPC Inc., USA Singapore www.aegisglobalacademy.com
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  • why aegis global academy’s students Aegis Global Academy, an ESSAR Enterprise has Every student has been trained with a great mindset of “Mission First, Me Next” with an unflinching spirit to make a difference. launched The Worlds First Institute of Customer And also, Experience Management, in September 2010. The n have been taught and certified by IIM Indore and SQC Singapore They course content, offered with its Academic Partners, n have got extensive exposure to their respective specializations (Retailing, Analytics, ITeS and Banking) through a They IIM Indore, SQC Singapore and COPC (USA), rigorous blend of science and art – through lectures, case studies, field studies, mini internships, mentorships, etc prepares the students to deliver an engaging n run their respective experiential learning initiatives – CueMart (Retailing), QmaP (ITeS) and QminE They customer experience. Based out of Coimbatore, the (www.qmine.org) for Analytics students. PFIA a write up on Cuemart in The Hindu institutes philosophy is to deliver the course content n have been taught at the Academy through HBS case material by industry veterans and seasoned practitioners They with 65% practicals and 35% theory. Divided into 4 n carry out their field visits, projects and mini-internships (ICE – In-House Customer Experience Program) in They terms with a duration of 15 months, the first 11 months Coimbatore-based companies from their respective specializations is for academic delivery and the remaining 4 months n have been exposed to several practical, on-field, in-company studies as opposed to visits They are for internship . As the Academy largely follows a n projects have been well appreciated and received by the respective companies Their case-driven learning pedagogy, all the case studies n ITeS specialization students have been certified with LEP and COPCs HPMT (most of them with distinction) All the and the relevant material are sourced from Harvard n have been trained to be better communicators through CLAP (Communicate Like A Professional) Program delivered They Business School. PFIA the course structure. by communication skills experts n have been trained for taking on operational leadership positions, i.e. a operational mindset with a strategic They Some of the unique, distinct and exclusive programs orientation included as a part of this course are: Field Visits, n go through a grueling schedule of almost 14 hours a day for all the 7 days throughout their 11 month stint with the They GramDarshan, In-House Customer Experience Academy Management program, etc. In each of these n have been sufficiently groomed for taking responsible positions with several responsibility-oriented initiatives They programs, the students engagement with the delivered through MILAN (Mentorship Interactive Learning and Nourishment) and performing teams customers is not only a learning experience but also n exposure to wide spectrum of knowledge delivered through several innovative and cutting edge learning platforms, Their highly revealing for the companies. The academy including Capstone Course offers industry-specific specializations – Retailing, n ability to perform both as an individual player, team player as well as team leader Their Banking, Analytics and ITeS – as opposed to n proficiency in Business Analysis Tools – MS Excel, MS Access, SPSS, Google Analytics, etc Their functional areas specializations – Marketing, n have been groomed adequately for fostering, furthering and sustaining exemplary relationships (both with the They Finance, HRM, etc. To that extent, the students would internal customers as well external customers) through an innovative program, PEARL (Personal Effectiveness and be well-trained and prepared for the respective Relationship Leadership). industries. Our focus would therefore be to prepare n exposure to respective industrys best practices in the world as well as finest sources of benchmarking through Their the students to take on the new and demanding roles guest lectures from industry veterans both from within India as well as abroad (through WebEx) in the respective industries with a clear focus on n have been given well-grounded training in customer service and customer experience management by SQC They improving the customer experience so that customer Singapore at two levels – at individual level (Certified Customer Experience Professional) as well as at leadership level life time value improves and in the process, prepare (Certified Experience Leader) the respective organizations to be absolutely n come with an envious combination of competencies and character with a zeal to make difference They customer-centric organizations. n whole each one of them get trained for Making a Difference with “Mission First, Me Next” mindset On the4 www.aegisglobalacademy.com
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  • IIM FACULTY In-house Faculty, Guest Faculty & Visiting Faculty Dr. Nagendra V. Chowdary Dr. R. Chandra Sekhar Menon Dr. Sandhya Rani Ms. Mou D. Choudhuri Mr. Arun Prasad G S Centre Director Head Executive Exucation Faculty Faculty Faculty Mr. Venkatesh Srinivasan Mr. Divagar Krishnamoorthy Ms. Madhumita Ghosh Mr. Rajesh Mallaiah Mr. Suhas Phadnis Faculty Faculty Guest Faculty, Vice President - Aegis Ltd Guest Faculty, Vice President - Aegis Ltd Guest Faculty, Manager - Aegis Ltd Ms. Shika Murali Mr. Avinash Das Dr. C Kandasamy Dr. Ponnammal K Pandian Mr. Chandrasekar Guest Faculty, Vice President - Aegis Ltd Guest Faculty, Asst. Vice President - Aegis Ltd Visiting Faculty - Statistics & SPSS Visiting Faculty - Business Economics Visiting Faculty - Banking Director, RVS College8 www.aegisglobalacademy.com
  • IIM FACULTY In-house Faculty, Guest Faculty & Visiting Faculty Dr. R Krishnamurthi Dr. Sangeetha Mr. V Rajesh Mr. Sekhar Mr. Pabitra Dey Visiting Faculty - HRM Visiting Faculty - Marketing Research Visiting Faculty - Retail Visiting Faculty - ITeS Visiting Faculty - Retail Founder & CEO of Impact, Coimbatore Consultant & Trainer at Retail Subject Matter Expert Senior Management Professional- Retail & Telecom Dr. Venkatesh Parthasarathy Mr. Indraneel Peratla Dr. Sanjay Fuloria Mr. Uday Bhate Mr. P K Jayaram Visiting Faculty - Analytics Visiting Faculty - Analytics Visiting Faculty - Marketing Research Visiting Faculty - Analytics Visiting Faculty - Corporate Finance Primary Researchat Hewlette Packard DGM at Cognizant Technology Solutions Founder & CEO nmore,Hyderabad Dr. R Chandrasekaran Mr. Subir Ghosh Mr.Sanjay Rawat Visiting Faculty - Operations Management President, Aegis Global Academy Vice President, Aegis Global Academy Director, KPR Business School9 www.aegisglobalacademy.com
  • IIM FACULTY Prof.Ashish Sadh Prof. A.Kanagaraj Prof.Patturaja Prof. Ranjeet N. Prof.Rohit Kapoor Prof. Gaurav S C Prof.Harshal L Prof. Manish D Prof.Prashant S Prof. Rahul N Prof. Sabita M Prof. S K Pani Prof. S Gopal Prof. Siddhartha Prof. Srabanti Prof. Srinivas G Prof. S Gopal Prof. Siddhartha Mr. Sashidharan Ms. Neeta Nagar10 www.aegisglobalacademy.com
  • SQC FACULTY Dr. Buck Peng Tang Group Director & Principal Consultant, Service Quality Centre, Singapore Mr. Saifuddin BinYosuf, Senior Consultant, Service Quality Centre, Singapore Mr. Lawrence Lim, Consultant, Service Quality Centre, Singapore Certified Customer Experience Professional Certified Customer Experience Leader Course outline: Course Outline: Delivering Signature Experience: Concept of Creating a Formidable Customer Experience Strategy: The basics of service customer experience; Customer focus-roles strategy; The concept of “Strategy Service Intent (SSI)”; Customer experience definition; Service chain; Delight customer with DNAs; The implementation of service strategy GEMS Nurturing a Sustainable Service Culture: The importance of the voice of employee; The new paradigm in people management; The power of Customer Interface Skills: Communication skills; empowerment, service reward and recognitions; Key service transformation Listening skills; Questioning skills; Rapport building; elements: an excellent service mindset Handling complaints & difficult requests; Customer Managing Signature Experience: The critical dimensions of customers’ need and profiling technique; Winning replies; Professional expectations; Understand and manage customers’ perception, both physically service etiquette; The service innovation cycle; and emotionally; Managing customers’ 5 senses; Customer experience standards Innovation blockers; Service Innovation Techniques Customer Experience Recovery: Customer experience breakdown management; Teaching Methodology: Mini lectures; Group S E R V E model; Service fail-safing discussion; Experiential learning activities; Videos Customer Experience Performance Management Participants: First and second level persons in Teaching Methodology: Mini lectures; Service case discussion and analysis; customer management roles. Group discussion; Experiential learning activities; Video Participants: Any person upward from a second level managerial role11 www.aegisglobalacademy.com
  • FIELD VISITS 1. Brookefield Mall 2. Sabzi Mandi 3, ITeS Field Visit (365 Media) 4. Retail Field Visit (Max, Spar, Nilgiris, RMKV, Allen Solly) 5. Telecom Field Visit (IDEA, TATA) 6. EOT I (Retail Stores) 7. EOT II (Interviews - Managers, CEOs) 8. ICE 9. Gramdarshans (I & II) 10. Retail Field Visit - Ooty (Farm Field to Market - Process)12 www.aegisglobalacademy.com
  • Gramdarshan Gramdarshan I & Gramdarshan II are rural immersion workshops letting the students spend 3 full days with rural customers in their villages understanding their consumer behavior. The prime objective of this experiential learning activity is to answer a simple, yet powerful, question: What it takes to sell rural customers? This question needs a thorough understanding of their life style, their aspirations, the spending and saving patterns, etc. GRAMDARSHAN thus enables the students to have a first- hand preview into rural customers buying behavior.13 www.aegisglobalacademy.com
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  • ICE In-house Customer Experience (ICE) - Retail & Analytics ICE is an Aegis Global Academys Institute of Customer Experience Managements initiative to let the participants engage with the customers in a real-time environment in any of the designated and approved retail outlets. The objectives of this initiative are: (a) To provide a win-win platform for the participants as well as the retail outlet whereby the participants would strive to make a real difference to shopping experience of the customers enabling the retail outlet to engage with the customer on a long term basis and also to learn the operational and strategic aspects of managing either a standalone retail outlet or one of the retail outlets of an organized retailer (b) To work in any of the retail outlets as one of the employees for about 5-7 days © To let participants understand and experience what it takes to serve the customers and stand up to the explicit and implicit customer demands (d) To have a deeper and more meaningful understanding of the 7As Approach to Customer Experience Management at the retail outlet (e) To explore and constantly seeking ways to making a true In-house Customer Experience (ICE) - ITeS difference to the shopping experience of the customers a. Day 1 – Our students have to sit and understand how a research is done with a briefing in classroom and practical thereby enabling the store to have more footfalls, session – will be handled by Mr. Sekar. enhanced shopping ticket size, improved customer loyalty b. Day 2 – Introduction to call center, and they should correlate it with Research- will be handled by Ms. Uma. and increased customer life time value. c. Day 3 – A Mixture of both day 1 and 2 – better understanding of the research and call center. (f) To engage with the customers in a more meaningful, yet nonobtrusive and intrusive, way to understand the d. Day 4 – Quality measurement in correlation with research. emotional side of their consumer behavior e. Day 5 – Do research on their own.17 www.aegisglobalacademy.com
  • CUEMART Cue Mart is a retail venture initiated by Aegis Global Academys and The Worlds First Institute of Customer Experience Managements retailing specialization students. Based on an unique model of Zero Inventory Model this venture primarily helps to cater to the daily needs of all the inmates of ESSAR House in Coimbatore. It helps to expand the horizons of retailing learning for the retailing students.18 www.aegisglobalacademy.com
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  • QMAP Aegis Global Academy, an ESSAR enterprise has launched quite substantially and more than anything else, the the Worlds First Institute of Customer Experience process owners become the business owners. When that Management in September 2010 with a distinct happens during a students higher learning pursuit, it is philosophy of 65% Practicals and 35% Theory. The revolutionary. And this revolution is evolutionary and The Academy offers a 15 month PGPBM program with IIM Academy wishes to pioneer this initiative. The uniqueness Indore, SQC Singapore and COPC, USA as its academic of QmAP is: partners. 11 Months is devoted to training (as opposed to (a) Its a hybrid model – Outbound + Inbound Processes – teaching) the participants in nuances of managing making outbound calls as well as receiving inbound businesses in four different industries – Retailing, ITeS, calls restricted only to voice-based format Analytics and Banking and 4 months are meant for (b) The Inbound Call Process is based on Peak Process specialization-based Internship. Accordingly, The Academy Model, i.e. QmAP students would be attending to offers 4 industry specializations as opposed to functional some of the peak time calls of a few the clients, for specializations. example, Vodafone, Univercell, etc. To offer ITeS participants an experiential learning and give The objectives of QmAP are: them a headstart in their respective careers, The Academy has launched a unique platform, QmAP. QmAP is built (i) To be a breeding ground for a few best practices for around Reverse Migration Model. This model is based on a Indian BPO industry through the power of simple premise that all the works that had been unadulterated and boundaryless ideating and outsourced to established companies would have to be executing sourced to the source itself, i.e. the students / the future (ii) To provide an experiential learning platform for the employees. As every BPO makes money only through its ITeS students of Aegis Global Academy frontline employees (while the rest of the employees are to (iii) To make QmAP as a thriving Not-for-Profit venture ensure the process control and process quality) if the work with all the musings of business principles playing is outsourced to the source, the overheads can be reduced around20 www.aegisglobalacademy.com
  • QMINE Welcome to the happy world of Analytics, QminE. QminE is an initiative of Aegis Global Academys Class of 2012s Analytics specialization students. The next three decades shall be the age of analytics, as many corporate pundits prophesize and what better way to embrace this impending change than to delve into it to make a difference. QminE is a platform to make Analytics simple for everyone who wants to either know or use. Its not an ivory-tower science after all. Its fun. Playing with data and flying with analysis. The philosophy of QminE is to, “enable effective decision making through discernible data sets and data points” If running any business is all about making decisions, how to make better decisions. One often-cited way is through data-driven decisions. Data by itself, as everyone would agree, has no impact on business decisions unless accompanied by insightful analysis. How do we get insightful analysis? Through analytics. Analytics can therefore be an important tool for making better decisions. The objectives of QminE are: (a) To enunciate Analytics specialization students into the world of Business Analytics (b) To provide a platform to Analytics Specialization students to explore, engage and execute analytics projects on a turnkey basis (c) To provide customized analytics solutions to cottage, small and medium scale enterprises (d) To bridge the gap between theory and practice through various collaborative initiatives21 www.aegisglobalacademy.com
  • MILAN One of the most often-cited drawbacks of a management graduate is that he is not responsible. When we tossed this question around, we came up with an interesting initiative, MILAN (Mentorship Interactive Learning And Nourishment) enabling two of our students to mentor one colleague from the off-campus (executive hostel) with a mandate to polish their etiquette and service delivery. If you are judged by the way22 www.aegisglobalacademy.com
  • CLAP Communicate Like A Professional (CLAP) is a rigorous program that enables the students to get trained in business communication, spoken English, public speaking, etc. Offered across all the three terms, this course is driven largely by practicals. This is a platform to chisel up students communication skills for them to be effective communicators.23 www.aegisglobalacademy.com
  • MEDIA24 www.aegisglobalacademy.com
  • PEARL (There are four need based modules appropriately, minimize errors while speaking and 4 Power Presentations 1 Application of Transactional Analysis (TA) writing and spot often mispronounced words. Presentation is fewer slides and more of Different strokes to different folks 3 Emotional Freedom Technique personality Learning Objectives “The cause of all negative emotions is a Learning Objective disruption in the bodys energy system" To help the participants design, develop and ? participants analyze and understand To help the intrapersonal and interpersonal behaviour. – Gary Craig deliver-by overcoming nerves- presentations that Learning Objectives will be Informative, Interesting and Inspiring. To improve the quality of interpersonal ? communication. To help the participants learn the importance of EI 2 Communicative English for personal and interpersonal competence, to be aware of destructive emotions, regulate their Learning Objectives emotions and to practice Emotional Freedom To help the participants increase their ability to Techniques. match verbs to the subjects, learn to use tenses25 www.aegisglobalacademy.com
  • GUEST LECTURES 1. Mr.Udayan Bose, Founder & CEO,Netelixir,Inc 2. Ms.Smitha Tharoor, CEO of Tharoor Associates,London 3. Mr.P.S.Krishnan, Chief Operating Officer,Customer Centria 4. Mr.Aparup Sengupta, CEO,Aegis,Mumbai 5. Dr.Mathew J.Manimala, Chairperson,OBHRM,IIM-Bangalore. 6. Swami Samarpanananda, Ramakrishna Mission 7. Mr.Mallikarjuna Rao, Vice President- Service Delivery,Idea Cellular Ltd26 www.aegisglobalacademy.com
  • CAPSTORE COURSES 1. MOL - Making of a Legend 2. Holly Man - Movie-based Presentations (John Q, Coach Carter) 3. Industry Presentations 4. Global 100 Brands Presentations 5. Indian Business History Presentations 6. Business Classics - Books Review 7. Business Quiz 8. Customer Experience Management 9. Putting Leadership Back into Strategy27 www.aegisglobalacademy.com
  • tC op 9- 1 0 2 -0 7 2 REV: MAY 30, 2007 5-110-059 S REV: JANUARY 1 3, 2011o IET E A C H I N G N OT EAL Letter from Pr f rison oN V.G. NARAYANAN D Customer Profitability and Customer RelationshipOverview 9-105-023 Management at RBC Financial Group (Abridged) U MARCH 23, 2005 Th case, “A Letter from Pr he L rison,” offers a unique way of introdu s ucing a discuussion of corpporateethics and manage s erial responsib bility in a fin nancial accoun nting course. The focus of the case is a letter F. ASÍS MARTÍNEZ-JEREZ V.G. NARAYANANwritte from priso by Stephe Richards, t former gl en on en the lobal head of sales at Com f mputer Asso ociates (1) Who are our most important customers? (2) How do we put them in charge of our Company? STIntern national Inc. (CA), to a Un ( niversity of Ch hicago graduuate student. R Richards resp ponds to a nuumber Screen saver1 on the computer of Kevin Purkiss, senior manager, Henkel Ibérica (A)of quuestions pose by the stu ed udent about the pressure and challe es enges he face while a s ed senior Customer Value Analytics at RBC Financial Groupmana ager at Comp puter Associ iates. Topics addressed b Richards include the manipulatio of by e on D Introductionfinanc performa cial ance and the e effects of an ooverly aggres ssive corporate culture. By reading the letter y At the dawning of the year 2002, the sales and marketing group at Henkel Spain agreed on oneand ddiscussing the views of Ri eir ichards’ comm ments, studen have the o nts opportunity to confront dif o fficult Introduction thing: they had a problem. It was clear that the skyrocketing level of sales promotions and theissues that manage can be forc to face. s ers ced complexity of the portfolio in their flagship laundry detergents unit had, over the last decade, seriously taxed their sales, production, and distribution systems. The proliferation of new product Richard McLaughlin looked again at the latest customer profitability reports. The new data- launches, brand variations, and special product packaging had increased the company’s stock Th case is app he propriate for c courses at bot the underg th graduate and graduate lev At the Ha vel. arvard mining capability that RBC Financial Group had pioneered was astonishing. The good news was that keeping units (SKUs) from roughly 250 in 1995 to 660 in 2000. Lack of viable long-range forecasts SE caused production costs to skyrocket as well as increasing over- or under-stocks. Sales of promotionalBusin ness School, the case is di t iscussed on tthe final day of the first- y -year MBA course on fina ancial customer, customer segment, and product profitability numbers were more comprehensive and items were very difficult to forecast. In 40% of promotional cases, the company was either left withreporting. Using the case near the end of the course p t r permits studeents to draw from the maaterial over-stocks, which were difficult to reutilize, or wrestled with out-of-stocks due to higher than accurate than with the Bank’s old profitability model. The bad news was that those precise numbers expected sales. In addition, discount chains and private label products were conducting a directpresen nted and disc cussed earlier in the course r e. clearly showed major losses in the Bank’s personal checking accounts. McLaughlin knew the Bank assault on branded laundry detergents. was also struggling with its seventh-out-of-eight ranking among financial institutions in the Bank’s Although it was clear to everyone in the organization that this situation could not continue, the solution was far less obvious. Sales and marketing wanted more flexibility from manufacturing,Obje ectives of the Case internal value for money study. The Canadian public increasingly wanted value and personal service while the manufacturing managers said they were hindered by the lack of accurate long-range from its Banks. Competition among Canada’s leading financial institutions was fierce as the industry forecasts from sales. Some managers felt that the company should abandon or cut back special promotions and adopt an “everyday low price” (EDLP) strategy. Th variety of topics raised by Richards in the letter offers the ins he t structor consi iderable flexib bility. A responded to deregulation and new niche-market entrants. McLaughlin’s thoughts turned to how he Esteban Garriga, director of customer service at Henkel Spain, believed he had the answer in aOne ppossible direc ction is to focu on the ethi issues rais by the let us ical sed tter. By positioning his situ uation would present this information to the Bank’s segment and product managers, and questioned how relatively new initiative called Collaborative Planning, Forecasting, and Replenishment (CPFR).at Commputer Assoc ciates as one that students can relate to, students wil have the op s ll pportunity to think the Bank should respond: CPFR was an outgrowth of various supply chain efficiency programs such as VMI (vendor managed inventory), CRP (continuous replenishment programs), and JIT (just-in-time inventory). CPFR soughtdeepl about how they would respond to t challenges Richards fa ly w the s aced. During the class, stu udents to join supply chain companies into a cohesive, efficient group. By collaborating continuously on Ccan discuss the dif fferent source of pressure and how this would affec behavior. T es s ct This discussion will n Now we have real customer profitability numbers and, through our customer relationship promotion planning, sales and production forecasts, and inventory levels; manufacturers, suppliers, and retailers could develop more accurate forecasts and take advantage of considerable reductions inchalle enge students to think crit s tically about the personal and professional standard that guide their ds e management (CRM) tools, we know an awful lot about customer preferences and needs. The obsolete items, out of stocks, inventory levels, and production costs.personal conduct. question is, what do we do with this information? How can the Bank derive value from CRM CPFR’s benefits were attractive, but the realities of implementation were daunting. Garriga knew and customer profitability? How can we turn unprofitable customers and products into from his involvement with industry wide CPFR groups that no company yet had fully implemented a CPFR program. Members of industry supply chain groups were divided on how to promote Allternatively, the case can b used to fo t be ocus on earniings managem ment and financial fraud. Most profitable ones? Is there a way to enhance the Bank’s value in the eyes of the banking public? standards and facilitate implementation. Garriga’s instincts told him that CPFR was the answer, butstudents have the impression, often derived from popu d ular media, th all earnin managem hat ngs ment is S how could he sell something still in the formative stages when even its proponents were unsure of How can we put the whole picture together and make decisions that work for both the Bank the best way to go forward?fraud and/or illeg gal. The disc cussion of re evenue recogn nition and o other related practices tha are at and our customers? ________________________________________________________________________________________________________________broug up in Ri chards’ letter can provide students wit a more nu ght c th uanced view of this issue. This Professors F. Asis Martinez-Jerez and V.G. Narayanan and Research Associate Lisa Brem prepared this case. HBS cases are developed solely asdiscusssion can also lead to a b r o roader discus ssion of which accounting practices are legal, illegal and h g e l, the basis for class discussion. Cases are not intended to serve as endorsements, sources of primary data, or illustrations of effective or ineffective B management.poten ntially ambigu uous. Copyright © 2005 President and Fellows of Harvard College. To order copies or request permission to reproduce materials, call 1-800-545-7685, write Harvard Business School Publishing, Boston, MA 02163, or go to http://www.hbsp.harvard.edu. No part of this publication may be 1 Downloaded from http://www.fastcompany.com/homepage. reproduced, stored in a retrieval system, used in a spreadsheet, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the permission of Harvard Business School. ________________________________________________________________________________________________________________ H_______ _______________ _______________ _______________ ________________ _______________ _______________ ________________ ______ This document is authorized for use only by Nagendra Chowdary until February 2012. Copying or posting is an This case derives from an earlier case, “Customer Profitability and Customer Relationship Management at RBC Financial Group,” HBS No. infringement of copyright. Permissions@hbsp.harvard.edu or 617.783.7860.This not was prepared by Professor Eugene Soltes for the sole purpose of aiding classroom instruct te y tors in the use of “A Letter from Priso A on,” HBS 102-043, by Professor V.G. Narayanan and Research Associate Lisa Brem. This version was prepared by the same authors. HBS cases areNo. 110-045. It provides analysis and questi a ions that are intended to present alte ernative approache to deepening s t es tudents’ comprehen nsion of developed solely as the basis for class discussion. Cases are not intended to serve as endorsements, sources of primary data, or illustrations ofbusiness issues and energi s izing classroom dis scussion. HBS case are developed so es olely as the basis fo class discussion. Cases are not inte or . ended to effective or ineffective management.serve as endorsements, sou s urces of primary da or illustrations of effective or inef ata, ffective managemen nt. Copyright © 2002, 2007 President and Fellows of Harvard College. To order copies or request permission to reproduce materials, call 1-800-545-Copyrig © 2010, 2011 Pr ght resident and Fellow of Harvard Coll ws lege. To order copie or request perm es mission to reproduc materials, call 1-8 ce 800-545- 7685, write Harvard Business School Publishing, Boston, MA 02163, or go to http://www.hbsp.harvard.edu. No part of this publication may be7685, wr Harvard Busin rite ness School Publishhing, Boston, MA 02163, or go to ww ww.hbsp.harvard.eedu/educators. Th publication may not be his y reproduced, stored in a retrieval system, used in a spreadsheet, or transmitted in any form or by any means—electronic, mechanical,digitized photocopied, or otherwise reprodu d, uced, posted, or trannsmitted, without t permission of H the Harvard Business SSchool. photocopying, recording, or otherwise—without the permission of Harvard Business School. This document is authorized for use only by Nagendra Chowdary until February 2012. Copying or posting is an This document is authorized for use only by Nagendra Chowdary until February 2012. Copying or posting is an infringement of copyright. Permissions@hbsp.harvard.edu or 617.783.7860. infringement of copyright. Permissions@hbsp.harvard.edu or 617.783.7860.28 www.aegisglobalacademy.com
  • Overview about Retail Shopper behavior & Retail Marketing RETAILING = about Retailing Overview = behavior Consumer International Retailing = Buying behavior = The Indian retail industry is divided into Indian Retail = Retail market research = Key drivers = Retail Marketing = organised and unorganised sectors. = formats Different What is Retail marketing 4 Organised retailing refers to trading Franchising = 4the store brand Building Retail functions & organization = 4 of Retail Marketing Elements activities undertaken by licensed retailers, Role of customer service in Retail brand building 4 Strategic Retail Management that is, those who are registered for sales Retail Advertising = = elements of Retailing Strategic Social media marketing = Format 4 tax, income tax, etc. These include the Project – Select any store and critique its merchandising Location 4 and marketing strategy an plans. corporate-backed hypermarkets and retail Assortment 4 Service 4 Store Operations chains, and also the privately owned large Pricing 4 Key deliverables = = of store operations Elements retail businesses. Unorganised retailing, on SCM 4 Store design & VM = Key issues = the other hand, refers to the traditional Project – Select any store and analyze the various Project – Decide on a store format and prepare a strategic elements of the store as also areas of comprehensive business plan for the same with regard formats of low-cost retailing, for example, improvement. to its various strategic elements the local kirana shops, owner manned Merchandising Management Other Support functions, Retail IT and CRM Indian supply chain = =functions and key roles Support general stores, paan/beedi shops, Merchandise management = Retail IT = = Retail context CRM in the convenience stores, hand cart and pavement Merchandising hierarchy 4 Merchandise and Assortment planning 4 Consumerism and Ethics = vendors, etc. Space planning 4 Private label management = MRP & Price life cycle management =29 www.aegisglobalacademy.com
  • PROFILES (Retail): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Sandeep Dangwal, 24 years Harsh Dalvi, 21 years BBA from ICFAI University, Deharadun (2008-11) BCA from MIT College, Pune University, (2011) Professional Experience: Professional Experience: ? with Commercial Hyundai from 1st May- 15th Internship ? hands on Experience in a Retail Venture named Having a June 2009 in my Graduation CUE MART ? a Small Venture CUE MART inside the college as Running In-house Customer Experience (ICE)-Training in ? a part of academic Pantaloon Pvt. Ltd. for 5 days In-house Customer Experience (ICE)-Training in ? GRAMDARSHAN I - Shopping Experience, Cultural ? Pantaloon Pvt. Ltd. for 5 days Quotient and Consumer Behaviour @ Kolarpatti, CGPA: 3.01 GRAMDARSHAN I - Shopping Experience, Cultural ? CGPA: 4.20 Panamaratupalayam and Koilnakkenpatti Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? Panamaratupalayam and Koilnakkenpatti @ Thangadu - 23-012012 to 25-01-2012 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? @ Thangadu - 23-012012 to 25-01-2012 Anshuman Pandey, 22 years Aman kumar, 23 years B.Com from Lucknow University, 2010 BA from University of Delhi, (2010) Professional Experience: Professional Experience: ? Limited , Bank Officer, From - 20thseptmber ICICI Bank ? hands on Experience in a Retail Venture named Having a 2010 – 10thSeptember 2011 CUE MART ? a Small Venture CUE MART inside the college as Running ? Customer Experience (ICE) - Training in Max for In-house a part of academic 5 days In-house Customer Experience (ICE)-Training in ? GRAMDARSHAN I - Shopping Experience, Cultural ? Pantaloon Pvt. Ltd. for 5 days Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN I - Shopping Experience, Cultural ? Panamaratupalayam and Koilnakkenpatti CGPA: 3.27 CGPA: 2.71 Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? Panamaratupalayam and Koilnakkenpatti @ Thangadu - 23-012012 to 25-01-2012 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? @ Thangadu - 23-012012 to 25-01-201230 www.aegisglobalacademy.com
  • PROFILES (Retail): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Satakshi Chauhan, 21 years BBA from Chaudhary Charan Singh University, Meerut (2011) Professional Experience: ? as a sales and marketing Intern with ACC Cement Worked for a period of 2 months ? a Small Venture CUE MART inside the college as Running a part of academic ? Customer Experience (ICE) - Training in Life Style In-house CGPA: 3.46 for 5 days GRAMDARSHAN I - Shopping Experience, Cultural ? Quotient and Consumer Behaviour @ Kolarpatti, Panamaratupalayam and Koilnakkenpatti GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? @ Thangadu - 23-012012 to 25-01-201231 www.aegisglobalacademy.com
  • ANALYTICS Data Mining and Business Intelligence st Data Warehousing ? We are proud to be the 1 Institute to I. ETL process, II. Various types of Databases and structures introduce an unique specialization on ? & Metrics, KPIs & MIS Measures customer experience, based on a data Introduction to few well-known BI , Reporting Tools ? driven analytics framework. This Alalytics Foundations specialization would prepare students in Acquisition ? Retention/Churn management/Loyalty Management ? careers in marketing & market research, Cross sell/Up sell ? in Industries of any kind; especially those Risk Assessment ? that deal with a large mass of consumers, CLTV & profitability increase ? like FMCG, Banking, Insurance, Telecom ? experience , satisfaction and service Customer and specialized market research and Analytics Methods & Applications consulting firms, that operate in this Analytics Tools and Techniques space. Market Research and Predictive Analytics Being extremely data and analytics oriented, candidates would need to go through an additional screening process, to determine their ability & aptitude to do justice to the course rigor. Eligible candidates for this program are Engineers / MCA / Statistics / Science graduates with Mathematics.32 www.aegisglobalacademy.com
  • PROFILES (Analytics): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Ramya S, 21 years Sneha Nimkar, 22 years BE in Electronics & Communication from Anna University, B.E. in Computer Technology from K.I.T.S. Ramtek, Tamilnadu (2011) Nagpur University, in the year 2010. Professional Experience: Professional Experience: In-house Customer Experience (ICE)-Training in ? ? Customer Experience (ICE)-Training in Max for 5 In-house Pantaloon Pvt. Ltd. for 5 days days GRAMDARSHAN I - Shopping Experience, Cultural ? GRAMDARSHAN I - Shopping Experience, Cultural ? Quotient and Consumer Behaviour @ Kolarpatti, Quotient and Consumer Behaviour @ Kolarpatti, Panamaratupalayam and Koilnakkenpatti Panamaratupalayam and Koilnakkenpatti Placed @ Placed @ GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? @ Thangadu - 23-012012 to 25-01-2012 @ Thangadu - 23-012012 to 25-01-2012 ? training: Focuz Infotec, Kochi, Kerala and at In-plant ? project with small venture mall, i.e., WelTexx Real time Nuclear Training Centre, Madras Atomic Power Station, Qmine.org Website - Team project ? Chennai Kalpakkam for fifteen days. Mumbai Factors affecting poverty of top 40 countries ? CGPA: 4.79 CGPA: 3.91 Baibhav Bajpai, 26 years Sourangshu Sarkar, 33 years B.Sc (Bio) from CSJM University Kanpur, 2011 BE Mechanical from NIT Surat Professional Experience: Professional Experience: In-house Customer Experience (ICE)-Training in ? ? Limited (Haldia, West Bengal) Since March 2005. Essar Oil Pantaloon Pvt. Ltd. for 5 days ? Customer Experience (ICE)-Training in Life Style In-house GRAMDARSHAN I - Shopping Experience, Cultural ? for 5 days Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN I - Shopping Experience, Cultural ? Panamaratupalayam and Koilnakkenpatti Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? Panamaratupalayam and Koilnakkenpatti Placed @ Placed @ @ Thangadu - 23-012012 to 25-01-2012 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? ? project with WellTexx Retail End to end @ Thangadu - 23-012012 to 25-01-2012 Team project – Q mine, A venture by Aegis Global ? Academy and real time application of concepts learnt Mumbai CGPA: 4.16 CGPA: 4.4733 www.aegisglobalacademy.com
  • PROFILES (Analytics): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Rahul Wadhwa, 23 years BE Mechanical from G.H.Raisoni College of Engg ,Nagpur University (2009) Professional Experience: Since September 2009 – till date with Essar Oil Ltd ? In-house Customer Experience (ICE)-Training in ? Pantaloon Pvt. Ltd. for 5 days GRAMDARSHAN I - Shopping Experience, Cultural ? Quotient and Consumer Behaviour @ Kolarpatti, Placed @ Panamaratupalayam and Koilnakkenpatti GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? @ Thangadu - 23-012012 to 25-01-2012 CGPA: 3.5434 www.aegisglobalacademy.com
  • ITES ITeS Business Dynamics ?Insight: Outsourcing, Off-shoring, Near-shoring, Home- ITeS: An The Indian information technology (IT) / IT enabled shoring, Information security, Globalization, Business process outsourcing in India, Business process outsourcing in the Philippines, Services (ITeS) industry has played a key role in Recruitment, Business process outsourcing (BPO), Human Resource and Recruitment Process Outsourcing, Finance / Accounting, putting India on the global map. Over the past Contact Center Services, Captive Services, Knowledge process decade, the Indian IT-BPO sector has become the outsourcing (KPO), Off-shoring Research Network, Legal Process outsourcing (LPO), Software testing outsourcing, Website country’s premier growth engine, crossing Management Outsourcing (WMO), IT Support Outsourcing, Medical Process Outsourcing significant milestones in terms of revenue growth, ? Business Future of the employment generation and value creation, in Managing a BPO Operation addition to becoming the global brand ambassador LEP for India. COPC’s High Performance Management Techniques (HPMT) Certification Training & Assessment With a compounded annual growth rate (CAGR) of ? Learning: Method of Best Practices, Industry Benchmarks over 24% in the last decade, the Indian IT/ITeS ? Inbound phone metrics industry has emerged as a key growth engine for ? Cost Efficiency and productivity the economy, contributing around 5.6% to the ? staffing, scheduling & RTM Forecasting, ? previous day’s material Review from country’s Gross Domestic Product (GDP) in FY 2010 ? metrics and measuring variation managing and also providing direct employment to about 2.3 ? setting targets CUIKA and million people (from just about half a million in ? satisfaction and dissatisfaction Customer 2001). It remains one of the biggest sectors for ?transaction monitoring Quality & ? training & skills verification Recruiting, wealth generation in the country. As per the ? and Attrition Absenteeism industry body, NASSCOM, the sector is estimated ? transactions Non-phone to provide direct employment to 10 million and indirect employment to 20 million by 2020.35 www.aegisglobalacademy.com
  • PROFILES (ITeS): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore & COPC Inc., USA – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Syed Munir Husain, 24 years Mir Zeeshan Ali, 21 years BA from Manav Bharti University, New Delhi BCA from Kashmir University, 2010 Professional Experience: Professional Experience: ? Initiative started by ITeS Participants, based on QmAP (An ? Initiative started by ITeS Participants, based on QmAP (An Reverse Migration Model) Reverse Migration Model) LEP (Leadership Essentials Program) ? ? LEP (Leadership Essentials Program) ? Customer Experience (ICE) - Training in 365 In-house ? Customer Experience (ICE) - Training in 365 In-house Media for 5 days Media for 5 days GRAMDARSHAN I - Shopping Experience, Cultural ? ? GRAMDARSHAN I - Shopping Experience, Cultural CGPA: 3.81 Quotient and Consumer Behaviour @ Kolarpatti, CGPA: 3.56 Quotient and Consumer Behaviour @ Kolarpatti, Panamaratupalayam and Koilnakkenpatti Panamaratupalayam and Koilnakkenpatti GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? ? GRAMDARSHAN II - Rural Survey on Consumer Behaviour COPC: 100 COPC: 98 @ Thangadu - 23-012012 to 25-01-2012 @ Thangadu - 23-012012 to 25-01-2012 LEP: 93 LEP: 85 Aadina popalzai, 21 years Nikhil Tiwari, 24 years BCA from Kashmir University, 2010 B.Com from Lucknow University, 2009 Professional Experience: Professional Experience: ? Initiative started by ITeS Participants, based on QmAP (An Was working with The Eminent, an associate of Vodafone ? Reverse Migration Model) - Aug07 – Nov08 LEP (Leadership Essentials Program) ? ? with Aegis, an enterprise of Essar - Nov08 till Working ? Customer Experience (ICE)-Training in 365 In-house date Media for 5 days ? Initiative started by ITeS Participants, based on QmAP (An GRAMDARSHAN I - Shopping Experience, Cultural ? Reverse Migration Model) CGPA: 4.21 Quotient and Consumer Behaviour @ Kolarpatti, CGPA: 2.85 LEP (Leadership Essentials Program) ? Panamaratupalayam and Koilnakkenpatti ? Customer Experience (ICE) - Training in 365 In-house GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? Media for 5 days COPC: 98 @ Thangadu - 23-012012 to 25-01-2012 COPC: 95 GRAMDARSHAN I - Shopping Experience, Cultural ? Quotient and Consumer Behaviour @ Kolarpatti, Panamaratupalayam and Koilnakkenpatti LEP: 95 LEP: 84 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? @ Thangadu - 23-012012 to 25-01-201236 www.aegisglobalacademy.com
  • PROFILES (ITeS): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore & COPC Inc., USA – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Abhishek Ravindra Varma, 31 years M. Dhandabani, 26 years BBA from Guru Ghasidas University, 2007 MBA from Madras University, 2006-2008 Professional Experience: Professional Experience: ? Initiative started by ITeS Participants, based on QmAP (An ? Initiative started by ITeS Participants, based on QmAP (An Reverse Migration Model) Reverse Migration Model) LEP (Leadership Essentials Program) ? LEP (Leadership Essentials Program) ? ? Customer Experience (ICE)-Training in 365 In-house CGPA: 2.95 Media for 5 days CGPA:3.48 ? Customer Experience (ICE) - Training in 365 In-house Media for 5 days GRAMDARSHAN I - Shopping Experience, Cultural ? COPC: 98 Quotient and Consumer Behaviour @ Kolarpatti, COPC: 90 GRAMDARSHAN I - Shopping Experience, Cultural ? Panamaratupalayam and Koilnakkenpatti Quotient and Consumer Behaviour @ Kolarpatti, LEP: 82 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? LEP: 81 Panamaratupalayam and Koilnakkenpatti @ Thangadu - 23-012012 to 25-01-2012 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? ?PR OUTSOURCING PVT LTD, Assistant Operations SOCIAL @ Thangadu - 23-012012 to 25-01-2012 Manager, Dec 2009 to Sep 2010 Quality Analyst, TCS e-serve LTD, October 08 – July 11 ? AB SOFTSOURCE PVT LTD, Accounts Manager/Customer ? Relations Manager, Oct 2009 to Dec 2009 Senior Officer, H.S.B.C., Feb 06 – April 08 ? BIRLA SUN LIFE INSURANCE, Agency Manager, Sep 2008 ? Payor Relationship Officer, Nittany Decision Services, July ? to Feb 2009 05 – Jan 06 ? SERVICES PVT LTD, Customer Senior Advisor/ 3 GLOBAL Subject Matter Expert, Jan 2007 to May 2008 ?O R E S P O N D E Z , S r. C u st o m e r S e r v i c e S PA N C Representative, Dec 2005 to Oct 2007 TRAC MAIL PVT LTD, Sr. Customer Service Representative ? and Report Analyst, March 2003 to Oct 200537 www.aegisglobalacademy.com
  • PROFILES (ITeS): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore & COPC Inc., USA – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Alok Singh, 23 years Ashwani Verma, 24 years BA from Manav Bharti University, New Delhi B.Com from Lucknow University, 2010 Professional Experience: Professional Experience: ? Initiative started by ITeS Participants, based on QmAP (An ? Initiative started by ITeS Participants, based on QmAP (An Reverse Migration Model) Reverse Migration Model) LEP (Leadership Essentials Program) ? ? LEP (Leadership Essentials Program) ? Customer Experience (ICE) - Training in 365 In-house ? Customer Experience (ICE) - Training in 365 In-house Media for 5 days Media for 5 days GRAMDARSHAN I - Shopping Experience, Cultural ? ? GRAMDARSHAN I - Shopping Experience, Cultural CGPA: 4.33 Quotient and Consumer Behaviour @ Kolarpatti, CGPA: 2.98 Quotient and Consumer Behaviour @ Kolarpatti, Panamaratupalayam and Koilnakkenpatti Panamaratupalayam and Koilnakkenpatti GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? ? GRAMDARSHAN II - Rural Survey on Consumer Behaviour COPC: 97 COPC: 96 @ Thangadu - 23-012012 to 25-01-2012 @ Thangadu - 23-012012 to 25-01-2012 ? july 2010 – till date with Aegis Ltd., Lucknow as Since 15th LEP: 87 LEP: 83 Customer Care Executive operations Husain Raza Naqvi, 25 years Saurabh kumar, 23 years BSC from Lucknow University BSC-IT from Kuvempu University, 2011 Professional Experience: Professional Experience: ? Initiative started by ITeS Participants, based on QmAP (An ? Initiative started by ITeS Participants, based on QmAP (An Reverse Migration Model) Reverse Migration Model) LEP (Leadership Essentials Program) ? LEP (Leadership Essentials Program) ? ? Customer Experience (ICE)-Training in 365 In-house ? Customer Experience (ICE) - Training in 365 In-house Media for 5 days Media for 5 days GRAMDARSHAN I - Shopping Experience, Cultural ? GRAMDARSHAN I - Shopping Experience, Cultural ? CGPA: 2.40 Quotient and Consumer Behaviour @ Kolarpatti, CGPA: 3.84 Quotient and Consumer Behaviour @ Kolarpatti, Panamaratupalayam and Koilnakkenpatti Panamaratupalayam and Koilnakkenpatti GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? COPC: 95 @ Thangadu - 23-012012 to 25-01-2012 COPC: 94 @ Thangadu - 23-012012 to 25-01-2012 A competent professional with over 1 year of experience ? Since 2009 – 31st march 2011 with Eminent Ltd., ? in ITES (BPO) Sector Lucknow as CCE LEP: 79 LEP: 88 ? working with Aegis BPO Ltd. as Customer Care Currently Since August 2011 – till date with Aegis Ltd., Lucknow ? Executive Airtel.38 www.aegisglobalacademy.com
  • PROFILES (ITeS): PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore & COPC Inc., USA – Pursuing from Aegis Global Academy’s Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12) Sushil Kumar Tiwari, 22 years Pradeep Kumar, 23 years BBA from Lucknow University, 2011 MA from Kanpur University, 2009 Professional Experience: Professional Experience: ? Initiative started by ITeS Participants, based on QmAP (An ? Initiative started by ITeS Participants, based on QmAP (An Reverse Migration Model) Reverse Migration Model) LEP (Leadership Essentials Program) ? LEP (Leadership Essentials Program) ? ? Customer Experience (ICE)-Training in 365 In-house CGPA: 2.77 Media for 5 days CGPA: 2.22 ? Customer Experience (ICE) - Training in 365 In-house Media for 5 days GRAMDARSHAN I - Shopping Experience, Cultural ? COPC: 96 Quotient and Consumer Behaviour @ Kolarpatti, COPC: 96 GRAMDARSHAN I - Shopping Experience, Cultural ? Panamaratupalayam and Koilnakkenpatti Quotient and Consumer Behaviour @ Kolarpatti, LEP: 88 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? LEP: 76 Panamaratupalayam and Koilnakkenpatti @ Thangadu - 23-012012 to 25-01-2012 GRAMDARSHAN II - Rural Survey on Consumer Behaviour ? ? as a part time teacherSince 2010-till date worked Worked @ Thangadu - 23-012012 to 25-01-2012 with Aegis Ltd. As a customer care executive A competent professional with over 4 months on floor of ? rich experience in BPO sector.39 www.aegisglobalacademy.com
  • Overview of Banking & Banking Services Operations BANKING ? Indian Financial System, The Origin and Growth of Banking, Banker Customer Relationship, Sources & Uses of Funds, Deposit Management, Cash Management, Lending Activities, Credit Policy, Retail Banking, Rural The last decade has seen many positive Banking & Micro Finance, Plastic Money, Internal Control, Banking Regulation Act 1949 ? Design and Delivery Strategies in Banks, Introduction to Electronic Banking, Security Considerations Services developments in the Indian banking sector. The in e-Banking, Facilities Management policy makers, which comprise the Reserve Bank Investment Banking & Retail Banking of India (RBI), Ministry of Finance and related ? Retail Products and Channels, Recent Trends in Retail Banking, Sales and Distribution Management, Personal government and financial sector regulatory Banking, Securitization, Credit and Risk Management, Regulatory Environment entities, have made several notable efforts to ? Markets, Merchant Banking, Raising finance from international markets, Financial engineering, Financial Financial Bubbles, Scams and crisis improve regulation in the sector. The sector now Treasury Management & Credit Management compares favourably with banking sectors in the ? Functions of Treasury Management, Credit Market, Short Term Instruments, Call Money, Treasury Scope and region on metrics like growth, profitability and Bills, Certificate of Deposits(CDs), Repurchase Agreements (REPOs), Gilt-Edged Securities Market, Financial non-performing assets (NPAs). A few banks have Guarantees, Managing Customer and Investor Relationships, Investment Portfolio of Banks ? of Credit Management, Credit Policy in Banks, Credit Deployment, Types of Borrowers, Credit Principles established an outstanding track record of Evaluation: Working Capital Finance innovation, growth and value creation. This is Rural Banking & Microfinance reflected in their market valuation. However, ? Raj System for Rural Development, Government Initiatives for Rural Development, Agricultural Panchayat improved regulations, innovation, growth and Activities, Agricultural Marketing in India, MIS in Banks ? Group Approach, Models of Microfinance, Development of Microfinance Products, Sustainable Self Help value creation in the sector remain limited to a Development Issues small part of it. The cost of banking intermediation in India is higher and bank penetration is far lower than in other markets. PROFILE India’s banking industry must strengthen itself SANGEETHA.R, 23 years B.Com - Computer Application from Bharathair University, 2009 significantly if it has to support the modern and Professional Experience: vibrant economy which India aspires to be. While ? Customer Experience (ICE) - with IDBI Bank for 5 days In-house the onus for this change lies mainly with bank ? GRAMDARSHAN I - Shopping Experience, Cultural Quotient and Consumer managements, an enabling policy and regulatory Behaviour @ Kolarpatti, Panamaratupalayam and Koilnakkenpatti framework will also be critical to their success. ? GRAMDARSHAN II - Rural Survey on Consumer Behaviour @ Thangadu - 23- 012012 to 25-01-2012 CGPA: 2.77 www.aegisglobalacademy.com40