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Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
Centum  Learning  Ltd
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Centum Learning Ltd

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  • 1.  
  • 2. The LEARNING DOMAIN
  • 3. Glimpse of today’s India Employment Opportunities Emerging in India : (Source : Media reports) 1 Lac new jobs in the IT sector 2 Lacs jobs in the IT Networking sector 1.5 Lacs new jobs in the BPO sector 3 Lacs jobs in the Banking and Finance sector 8 Lacs new jobs in the Retail sector
  • 4. <ul><ul><li>Response - India’s Population -1.3 Billion People??? </li></ul></ul><ul><ul><li>Huge Employment Gap </li></ul></ul>
  • 5. <ul><li>Continuous learning not an integral part of employee lifecycle </li></ul><ul><li>Low employee productivity, hazy career path </li></ul><ul><li>Brand promise rarely delivered, creating negative customer experience </li></ul><ul><li>Inconsistent processes and ineffective implementation </li></ul><ul><li>High levels of attrition, skewed salaries </li></ul><ul><li>Inadequate domain specific learning </li></ul><ul><li>Acute talent crunch </li></ul><ul><li>Education system not geared up to face boom time challenges </li></ul>Glimpse of today’s India <ul><ul><li>“ People Skills” and “Process Solutions” – Critical to Business Performance </li></ul></ul>
  • 6. Glimpse of today’s India <ul><li>Retail/FMCG/Consumer Goods Sector </li></ul><ul><li>A booming sector in India </li></ul><ul><li>Only 5-6 % of the sector is organized </li></ul><ul><li>Education system not geared up to meet the skill requirements of the sector </li></ul><ul><li>Banking/Insurance </li></ul><ul><li>A key sector of the economy </li></ul><ul><li>Training requirements are booming by the sector’s rural penetration </li></ul><ul><li>Hospitality </li></ul><ul><li>Growing at a rate of approximately 8% </li></ul><ul><li>Facing shortage of skilled employees </li></ul><ul><li>Witnessing high attrition levels </li></ul>
  • 7. Glimpse of today’s India <ul><li>Automobile </li></ul><ul><li>Growing at a rate of 16% per year and is the second fastest growing automobile market in the world </li></ul><ul><li>10 Million employees servicing the sector </li></ul><ul><li>Telecom </li></ul><ul><li>One of the fastest growing sector at a rate of 20%-30% per year </li></ul><ul><li>Learning market is estimated to be $100 million </li></ul><ul><li>Top players in the sector are investing heavily in learning and development </li></ul><ul><li>Information Technology </li></ul><ul><li>The sector will create 2.3 million jobs by 2011 </li></ul><ul><li>Companies budget 3-5% of revenue for training </li></ul>
  • 8. Glimpse of today’s India <ul><li>Common Wealth Games </li></ul><ul><li>Consulting opportunities for organizing committee </li></ul><ul><li>Security and safety training </li></ul><ul><li>Volunteer training </li></ul><ul><li>Emergency and disaster management </li></ul><ul><li>Venue management </li></ul><ul><li>Government’s New Initiatives </li></ul><ul><li>1,500 Industrial Training Units (ITIs) </li></ul><ul><li>125 new polytechnics through partnership </li></ul><ul><li>50,000 new skill development centers </li></ul><ul><li>Government Skill Mission </li></ul>
  • 9. The ‘LEARNING’ INDUSTRY in INDIA
  • 10. <ul><li>Huge but largely fragmented - Estimated size is $ 2.5 billion </li></ul><ul><li>Promises a massive growth potential – a $100 billion industry in a developed economy like US </li></ul><ul><li>Dominated by individuals and private consultants </li></ul>DEMAND SUPPLY The ‘Learning’ Industry in India Education 5% Corporate 25% Government 20% Retail 50% Large Players Small Players Middle Segment
  • 11. <ul><li>The training expenditure at traditional Indian companies ranges from 0.5%-2.0% of the turnover while for progressive companies it is approx. 4% </li></ul><ul><li>Companies outsource approx. 50% of their training requirements </li></ul><ul><li>Hybrid learning delivery models are becoming popular- VSAT/e-learning/Online Mentoring </li></ul>The ‘Learning’ Industry in India Employee and Customer Training Budget Change Expectations from 2008 to 2009 Percent of Respondents
  • 12. About CENTUM LEARNING - Differentiators - Learning Solutions
  • 13. “ With the establishment of Centum Learning, we intend to build a large pool of highly skilled and competent professionals for multiple sectors, much needed for the buoyant Indian economy. It will also empower our people, channel partners, distributors and further enhance professionalism in the Bharti Group” Sunil Bharti Mittal Chairman & Group CEO Bharti Enterprises
  • 14. Our Lineage Bharti Enterprise 7 billion US Dollar venture with Market Capitalization of 24 billion US Dollar By 2020 we will make Bharti the finest Indian conglomerate
  • 15. Group Links Bharti Airtel Ltd. Bharti Teletech Ltd. Bharti Foundation Bharti Retail Pvt. Ltd. Centum Learning Ltd. Bharti Infratel Ltd. Bharti Realty Comviva Technologies Ltd. FieldFresh Foods Pvt. Ltd. Bharti AXA Life Insurance Company Jersey Airtel Ltd. Telecom Seychelles Ltd. Bharti AXA General Insurance Company Bharti AXA Investment Managers Pvt. Ltd.
  • 16. <ul><li>A Bharti Associate Company and a strategic partner to all Bharti Group Companies for transforming business outcomes </li></ul><ul><li>One of the &quot;Top 15 Emerging Leaders in Training Outsourcing&quot; 2009 Worldwide </li></ul><ul><li>Received the coveted Gold Award for “ Excellence in Training” at the World HRD Congress, 2010 </li></ul><ul><li>Strategic partner to Airtel, 3rd largest in-country integrated mobile operator in the World </li></ul><ul><li>Pioneers for providing business-focused learning solutions to transform leading corporates </li></ul><ul><ul><li>Impacting business performance through enhanced employee productivity and customer profitability </li></ul></ul>Centum Learning Provides end-to-end learning and skill building solutions to several leading corporates.
  • 17. Centum Learning Provides end-to-end learning and skill building solutions to several leading corporates. <ul><ul><li>Impacting business performance through enhanced employee productivity and customer profitability </li></ul></ul><ul><li>Has a captive capacity of over 1,20,000 training mandays </li></ul><ul><li>Enhanced productivity of more than 1,40,000 employees within the Bharti group itself </li></ul><ul><li>Over 400 Centum Learning certified Learning and Development Specialists </li></ul><ul><li>Present in over 90 locations across India </li></ul><ul><li>Created more than 10,000 hours of world-class Learning Content </li></ul><ul><li>Enhancing employability quotient through 130 Centum Learning Centres in 90 locations </li></ul>
  • 18. <ul><li>Launched the first of its kind Certificate Course in Telecommunication Sales & Service in collaboration with University of Delhi </li></ul><ul><li>Launched MBA (Masters of Business Administration) with specialisation in six professional domains in collaboration with Indira Gandhi National Open University </li></ul><ul><li>Launched Centum Vista 2009 - first of its kind Corporate Knowledge Series focusing on the service sector </li></ul><ul><li>Launched Centum U – Institute of Business and Creative Studies in association with world renowned universities and institutes </li></ul>Centum Learning Provides end-to-end learning and skill building solutions to several leading corporates.
  • 19. <ul><li>Graduate and Post Graduate Degrees from world-renowned Universities and Institutes offered at Centum U </li></ul><ul><ul><li>University of London External System </li></ul></ul><ul><ul><ul><li>Lead College : London School of Economics & Political Science </li></ul></ul></ul><ul><ul><ul><li>Lead College : Royal Holloway </li></ul></ul></ul><ul><li>Graduate and Post Graduate Programmes in Media & Entertainment with Whistling Woods International, an initiative of Subhash Ghai’s Mukta Arts </li></ul><ul><li>Post Graduate Programme in Management and MBA from a UGC Recognised University </li></ul>
  • 20. <ul><li>Raring to go ahead </li></ul><ul><li>Enrolled 2300 Students </li></ul><ul><li>Operationalized 56 Learning Centres </li></ul><ul><li>Expanded presence in 42 Cities </li></ul><ul><li>Executed 17000 training mandays </li></ul>Vision - To be the most Admired Learning and Skill Development Partner, Enabling Sustainable Transformation 2006 - 07 2007 - 08 Milestones
  • 21. 2008 - 09 2009 - 10 <ul><li>First step to realizing the Vision </li></ul><ul><li>Adjudged as one of the “Top 15 Emerging Leaders in Training Outsourcing” </li></ul><ul><li>Established over 100 Learning Centres across India </li></ul><ul><li>Expanded presence to 71 Cities </li></ul><ul><li>Deployed 50,000 training mandays </li></ul><ul><li>Developed 6500 hours of learning content </li></ul><ul><li>Towards becoming the largest Learning & Development Organisation </li></ul><ul><li>Launched Centum U – Institute of Business & Creative Studies </li></ul><ul><li>Received the coveted Gold Award for “Excellence in Training” at the World HRD Congress, 2010 </li></ul><ul><li>Reached the strength of over 400 ‘Learning & Development’ specialists </li></ul><ul><li>Operationalized over 130 Learning Centres at 90 Cities across India </li></ul><ul><li>Executed 120000 training mandays </li></ul><ul><li>Developed 10,000 hours of learning content </li></ul>Milestones
  • 22. Centum Learning – Our Pillars Equipped with training methodologies like class room training & experiential learning SOPs written to ensure standardization across all locations Standards maintained by following regular audits Trainers with expertise in subjects like sales, customer service & behavioral skills <ul><li>Content writers with rich experience in: </li></ul><ul><li>Sales </li></ul><ul><li>Customer service </li></ul><ul><li>Functional domain </li></ul>Over 10000 hours of in-house content for service, sales and functional skills
  • 23. ENABLING SUSTAINABLE TRANSFORMATION Centum Learning BHARTI AIRTEL OTHER BHARTI GROUP COMPANIES CORPORATES CONSUMERS
  • 24. Centum Learning’s DIFFERENTIATORS << About Centum Learning
  • 25. Enhancing Customer Experience for Valued Customers Enhanced Customer Experience Organisational Development Enhanced Employee & Customer Satisfaction Enhanced Business Outcomes Leadership Development
  • 26. Over 400 Learning and Development Specialists <ul><li>Experience in training & development ranging from 8 – 40 years </li></ul><ul><li>Impacted business performance of over a million customer interfacing professionals </li></ul><ul><li>Domain expertise in Auto and Auto Ancillaries, Banking and Financial, FMCG, Telecom, Consumer Durables, Professional Services, Social and Government Enterprises etc.. </li></ul>42% MBA 27% Graduates 19% Post Graduates 6% Engg.+MBA 6% others Over 400 Learning & Development Specialists 42% MBA 27% Graduates 19% Post Graduates 6% Engg.+MBA 6% others Over 400 Learning & Development Specialists
  • 27. The Foundation - Academic Council
  • 28. Bhubhneswar Delhi - HO Punjab Lucknow Shimla Jammu Haryana Ahmedabad Indore Jaipur Mumbai Kerala Hyderabad Bangalore Kolkata Bihar Shillong Chennai Guwahati Vast Geographical Network
  • 29. Expertise Across Multiple Industry Verticals Banking and Financial Consumer Durables IT The Bharti Group
  • 30. Expertise Across Multiple Industry Verticals Infrastructure FMCG Professional Services Automobile
  • 31. <ul><li>Bharti Airtel - Launched corporate universities like Airtel Sales University, Enterprise University </li></ul><ul><li>Airtel Digital TV - Encountered top-two box scores for Overall Customer Satisfaction at 100% </li></ul><ul><li>Delhi International Airport - Ranked 4th best airport in the World and also top ranked as the ‘Best Improved Airport’ in the Asia Pacific Region </li></ul><ul><li>LG India – Implemented role based learning interventions for over 1600 employees in the sales and service domain </li></ul>SOME OF THE IMPACT STORIES…..
  • 32. <ul><li>Bharti Retail – Promoting inclusive growth by successfully sourcing over 16,300 walk-ins and training over 5,300 people from diverse backgrounds </li></ul><ul><li>Bharti Walmart - Established and managing the Bharti Walmart Training Centre. The training centre strives to enhance employability and has witnessed over 2400 walk-ins and enrolled more than 1400 students </li></ul><ul><li>Maruti Suzuki - Impacted over 12,000 employees across roles in areas related to Sales and Customer Service standards </li></ul>SOME OF THE IMPACT STORIES….. & many more……..
  • 33. Empowering India Inc.
  • 34. Learning & Development Solutions << About Centum Learning
  • 35. Learning & Development Solutions Architecture About Centum Learning
  • 36. Center for Leadership Studies, USA Offers Situational Leadership Model, the most prevalent leadership system in the world. Also present a variety of products and services that range from self and peer assessments and 360 degree feedback to packaged training programmes or tailored on-site workshops. Simitri Group International, Singapore Offers high end training, coaching and consulting solutions for the senior management working with leading corporates in India. Always in Style, USA Offers “Grooming and Etiquette” training programmes including Corporate Training (Successful Style), Retail Sales Training, Image Consulting Training and AIS Proprietary Personal Profile Application Tools. Valued partners for learning solutions About Centum Learning
  • 37. <ul><li>Individual report card </li></ul><ul><li>Team scorecard </li></ul><ul><li>Steering council </li></ul><ul><li>Wage management </li></ul><ul><li>Infrastructure </li></ul><ul><li>Delivery </li></ul><ul><li>ILT </li></ul><ul><li>Performance Coaching </li></ul><ul><li>SPL </li></ul><ul><li>Skill labs </li></ul><ul><li>Sourcing </li></ul><ul><li>Induction </li></ul><ul><li>Capability building </li></ul><ul><li>Delivery medium </li></ul><ul><li>Role specific content </li></ul><ul><li>Vernacularisation </li></ul><ul><li>Roles </li></ul><ul><li>Competencies </li></ul><ul><li>Link to business </li></ul><ul><li>Results </li></ul><ul><li>Milestones </li></ul><ul><li>Individual </li></ul><ul><li>Team </li></ul><ul><li>Organisation </li></ul>Strategic Reporting & Review Solution Development Blended Learning Content Talent Acquisition Execution, Logistics & Training Support Services Learning Process Outsourcing Strategic Integration
  • 38. Provides vision, empowerment, analytical skills, creativity, strategic thinking and entrepreneurial orientation Facilitates managing self, organisation and builds interpersonal skills in constantly changing environment Provides cutting edge leadership skills and focus to the senior management Leadership Development Programme
  • 39. Managing Others comprise peer feedback and encompass experiential learning Focuses on ‘Managing Self’ and ‘Managing Others’ Managing Self comprise ‘Self assessment and development’ through learning methodologies such as psychometric tools and multimedia based learning Management Development Programme
  • 40. Experience The activity, perform, do it Apply Generate Share The results, reactions and observation Process DO Reflect Apply Experiential Learning Model Experience Based Reflective Learning Business Simulations Experiential Learning Programmes
  • 41. Customer Focused Performance Coaching E: Evaluate Business Impact C: Coach on the job A: Appoint and train supervisor as the Coach P: Prepare visually measurable effects P A C E
  • 42. Multimedia Based Learning TECHNOLOGY ENABLED DEVICE VIDEOS LMS PORTAL AUDIO [IVR] VIDEO CONFERENCING Multimedia Based Learning
  • 43. Instructor Led Training Our Instructor led training programmes are designed to Encourage hands-on practice --------------------- Respect different adult learning styles ----------------------- Respond to participants queries --------------------- Promote skills acquisition and proficiency --------------------- Provide clear and constructive feedback --------------------- <ul><li>Leadership Development Programmes </li></ul><ul><li>Management Development Programmes </li></ul><ul><li>Competency Based Learning Programmes </li></ul><ul><li>Change Management Programmes </li></ul><ul><li>Customer Service Enhancement Programmes </li></ul><ul><li>Sales Effectiveness Programmes </li></ul><ul><li>Team Building Programmes </li></ul><ul><li>Grooming and Etiquette Programmes </li></ul><ul><li>Self Empowerment Programmes </li></ul><ul><li>Communication Skills Programmes </li></ul><ul><li>Instructional Design Programmes </li></ul><ul><li>Train-the-Trainer Programmes </li></ul><ul><li>Technical Skills Programmes </li></ul><ul><li>Process Consulting </li></ul><ul><li>And many more…. </li></ul>
  • 44. Some of our Products
  • 45.  
  • 46. LEARNING OBJECTIVES <ul><li>By the end of this programmee participants will be able to: </li></ul><ul><ul><li>Have an understanding of various skills and behavioural elements required to develop customer satisfaction, customer delight and eventually customer loyalty. </li></ul></ul><ul><ul><li>Be able to demonstrate excellent communication skills through verbal and non-verbal interactions and through all written transactions. </li></ul></ul><ul><ul><li>Develop a systematic approach of identifying and listening to customer expectations and ensuring customer delight through display of a positive attitude. </li></ul></ul>WORKPLACE BENEFITS <ul><ul><li>Customer centric field-force and managerial cadre. </li></ul></ul><ul><ul><li>Establishment of customer centricity as one of the critical organisational values and thereby, an important part of the organisational culture. </li></ul></ul><ul><ul><li>Long-term customer relationships resulting in enduring business. </li></ul></ul>ENGAGEMENT FOR BUSINESS - Foundation level Business Development Skills Duration – Two Days
  • 47. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><ul><li>Appreciate the impact of Customer Sensitivity (or lack of it) on businesses. </li></ul></ul><ul><ul><li>Understand the need to look at customers as a ‘Relationship’ rather than a ‘Transaction’. </li></ul></ul><ul><ul><li>Demonstrate empathy & the spirit of collaboration while dealing with others and building trust with others. </li></ul></ul><ul><ul><li>Demonstrate effective conflict resolution skills and assertiveness in their interactions. </li></ul></ul><ul><ul><li>Demonstrate the ability to assist the clients in the ‘New Toy Stage’ and take them through the dip in the engagement. </li></ul></ul>WORKPLACE BENEFITS <ul><ul><li>Customer centric field-force and managerial cadre. </li></ul></ul><ul><ul><li>Establishment of customer centricity as one of the critical organisational values and thereby an important part of the organisational culture. </li></ul></ul><ul><ul><li>Long-term customer relationships resulting in enduring business. </li></ul></ul>ENGAGEMENT FOR BUSINESS – Advanced level Duration – Three Days Business Development Skills
  • 48. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><ul><li>Apply the structure of effective negotiations – pre-plan so as to know when to move to the next stage. </li></ul></ul><ul><ul><li>Manage the negotiation sequence – understand how to take up the right 'initial stance' and remain in control throughout. </li></ul></ul><ul><ul><li>Strengthen position through intelligent questioning - obtain and use information to best effect. </li></ul></ul><ul><ul><li>Recognise the strategies and tactics used by professional buyers – Use effective psychological and logical countermeasures. </li></ul></ul><ul><ul><li>Assess the impact of concessions – will the end result still be commercially viable? </li></ul></ul><ul><ul><li>Analyse 'strength of position' - recognise sources of power and leverage as well as how they are used. </li></ul></ul><ul><ul><li>Implement the skills and qualities of a successful negotiator - Assess own strengths and weaknesses through role-plays and self-analysis to improve the negotiating style. </li></ul></ul>WORKPLACE BENEFITS <ul><ul><li>People develop ability to create variables of price, volume, credit terms, discounts, expansion plans etc. </li></ul></ul><ul><ul><li>People also develop ability to negotiate all above and win profitable deals for the organisation. </li></ul></ul>NEGOTIATION SKILLS Duration – Two Days Business Development Skills
  • 49. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><ul><li>Build rapport with a range of decision making units within a client organisation </li></ul></ul><ul><ul><li>Effectively uncover needs by asking questions to better understand their client’s current business situation and propose relevant solutions based on the uncovered needs. </li></ul></ul><ul><ul><li>Be comfortable when talking to senior decision makers in the client’s organisation. </li></ul></ul><ul><ul><li>Effectively grow client business and be able to identify and secure opportunities that are currently awarded to competitors. </li></ul></ul><ul><ul><li>Deal with difficult clients / situations in a professional manner. </li></ul></ul>WORKPLACE BENEFITS <ul><ul><li>Skilled sales force resulting in achievement of better business results. </li></ul></ul><ul><ul><li>Long-term relationships resulting in repeated business. </li></ul></ul>KEY ACCOUNT PENETRATION SKILLS – Foundation level Duration – Three days Business Development Skills
  • 50. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><ul><li>Have an understanding of why account penetration and client maintenance is vital to the success of an organi s ation </li></ul></ul><ul><ul><li>Be able to measure the strength of their relationship s with key clients </li></ul></ul><ul><ul><li>Understand that the client’s perception of your delivery of service may not be the same as yours – and how to deal with this </li></ul></ul><ul><ul><li>Display effective probing skills while interacting with the client </li></ul></ul><ul><ul><li>Develop tools to guide activities when protecting client relationships </li></ul></ul><ul><ul><li>Understand the skills and challenges to cross-sell products and services to existing clients </li></ul></ul><ul><ul><li>Develop a systematic approach to account penetration and client maintenance </li></ul></ul>WORKPLACE BENEFITS <ul><ul><li>Highly skilled sales force resulting in achievement of better revenue and thereby business results. </li></ul></ul><ul><ul><li>Long-term client relationships resulting in repeated business. </li></ul></ul>KEY ACCOUNT PENETRATION SKILLS – Advanced level Duration – Three days Business Development Skills
  • 51.  
  • 52. LEARNING OBJECTIVES By the end of this programme participants will be able to: • Understand their roles and responsibilities • Know the profile, requirements & expectations of their customers • Acquire various skills & behaviour required to deliver superior customer service • Understand the process for reporting, performance evaluation & escalations • Implement learning in a real life environment & internalise skills & behaviour BUSINESS BENEFITS <ul><li>Improved customer service </li></ul><ul><li>A structured and uniform approach to customer handling </li></ul><ul><li>Ability to deal effectively with irate and angry customers without losing them </li></ul><ul><li>Customer centric approach ultimately leading to increased business profits and customer retention </li></ul>WINNING YOUR CUSTOMER - To understand, help & care Duration – Two days Custom Service Skills
  • 53. LEARNING OBJECTIVES By the end of this programme participants will be able to: • Understand the importance of their role and learn the skills required to do justice to it • Understand the importance of customer service • Learn how to handle perceptions and moments of truth • Learn skills to service customers over the phone • Understand the different types of customers and learn how to deal with them effectively • Learn time management techniques and other techniques to reduce stress and to help achieve their goals at work BUSINESS BENEFITS <ul><li>‘ The average company loses 10% of its customers each year. A 5% reduction in the customer loss rate can increase profits by 25-85%’. These are some statistics thrown by research across the globe. This just goes on to prove that inculcating a customer centric approach has a tremendous impact on the profitability of organisations. </li></ul><ul><li>Improves interactions within internal and with external customers. </li></ul><ul><li>Leads to happier and more satisfied customers as well as employees. </li></ul>CUSTOMER FOR LIFE - A customer service programme with a difference Duration – Two days Custom Service Skills
  • 54. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Define internal customer </li></ul><ul><li>Have expertise in managing internal relationships </li></ul><ul><li>Visualise partnering for success </li></ul><ul><li>Know the elements and application of open communication </li></ul><ul><li>Understand assertiveness and how to apply the same at the workplace </li></ul><ul><li>Develop a positive attitude for resolving difficult situations </li></ul><ul><li>Identify conflict and be armed with conflict resolution techniques </li></ul>WORKPLACE BENEFITS <ul><li>Greater synergy in the organisation due to a culture of collaboration. </li></ul><ul><li>Less delays, wastages and escalations. </li></ul><ul><li>A more satisfied and happy work force. </li></ul><ul><li>A unified and seamless organisation presented to external customers. </li></ul>SUPPORT WITH CARE - Bringing about an internal customer orientation in support or back office functions Duration – Two days Custom Service Skills
  • 55.  
  • 56. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Appreciate people engagement as a key performance driver. </li></ul><ul><li>Understand the role of a manager in people engagement & its impact on performance. </li></ul><ul><li>Understand own behaviour style and the way one relates to others. </li></ul><ul><li>Demonstrate the various listening behaviours depending on situations. </li></ul><ul><li>Demonstrate skills in giving and receiving feedback. </li></ul><ul><li>Appreciate the importance of informal interactions & the method of handling them. </li></ul><ul><li>Demonstrate skills in building positive energy by using power of positive emotions. </li></ul><ul><li>Demonstrate the GROW model of conducting a coaching session. </li></ul><ul><li>Appreciate inevitability of conflicts and how to resolve the same. </li></ul><ul><li>Create an action plan to implement the above in the workplace. </li></ul><ul><li>Enhance team performance </li></ul><ul><li>Manage team more effectively </li></ul><ul><li>Improve job satisfaction </li></ul><ul><li>Develop more productive teams </li></ul><ul><li>Get empowered through empowering leaders </li></ul><ul><li>Lead as coaches to enhance team performance </li></ul>WINNING THROUGH PEOPLE - Synergising with people for success WORKPLACE BENEFITS Duration – Two days Management Development Programmes
  • 57. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will </li></ul><ul><li>be able to: </li></ul><ul><li>Undertake responsibilities of a captain and lead a team </li></ul><ul><li>Understand the change cycle and the stages within </li></ul><ul><li>Explore ways of dealing with team dynamics </li></ul><ul><li>Establish essentials of working as a team </li></ul><ul><li>Resolve conflicts </li></ul><ul><li>Motivate team members for better performance </li></ul><ul><li>Appreciate the importance of delegation and ways of developing this skill </li></ul><ul><li>Conduct performance centred team meetings </li></ul><ul><li>Confidently move their teams in the right direction </li></ul><ul><li>Get the maximum output from team members so as to help the business grow </li></ul><ul><li>Motivate the team to perform to their highest potential </li></ul>LEADING PEOPLE - Excellence in managing terms WORKPLACE BENEFITS Duration – Two days Management Development Programmes
  • 58. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Understand training as a developmental process & the profile of trainer </li></ul><ul><li>Manage paradigm shift – Manager Vs Trainer </li></ul><ul><li>Understand the various factors involved in setting up an appropriate training environment </li></ul><ul><li>Understand the skills involved in training delivery </li></ul><ul><li>Profile and manage various kinds of participants in a training session </li></ul><ul><li>Understand the importance of action planning after a training session </li></ul><ul><li>Deliver a ‘live’ training session at the workplace </li></ul><ul><li>Quick and effective dissemination of information </li></ul><ul><li>Cost saving in terms of building internal capability to deliver training content </li></ul><ul><li>Value addition to the participants in terms of acquiring a completely new skill set </li></ul><ul><li>Spontaneous and increased number of training programmes leading to a more efficient work force </li></ul><ul><li>Customised training </li></ul>THE ALCHEMIST – TRAIN THE TRAINER – Making the transition from manager to trainer WORKPLACE BENEFITS Duration – Two days Management Development Programmes
  • 59. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Identify tools and techniques for solving problems </li></ul><ul><li>Apply systematic and creative problem-solving tools so you can solve problems efficiently </li></ul><ul><li>Identify the key elements of the P.D.S.A. Problem-Solving Process: Plan, Do, Study and Act </li></ul><ul><li>List the benefits of systematically solving problems on the job </li></ul><ul><li>Apply decision-making tools to improve the effectiveness of decisions </li></ul><ul><li>Construct an optimal solution </li></ul><ul><li>Create strategy evaluation matrix </li></ul><ul><li>When employees apply what they learned in this training, problems get solved and there is an increased probability that their personal productivity will improve and the company will achieve increased results. </li></ul><ul><li>People will also gain the feeling of self-empowerment and will have more commitment towards the decisions taken by them. </li></ul>PROBLEM SOLVING & DECISION MAKING WORKPLACE BENEFITS Duration – Two days Management Development Programmes
  • 60.  
  • 61. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Understand the characteristics of effective teams </li></ul><ul><li>Identify self motives and preferences; develop understanding of others and ways of dealing with others constructively </li></ul><ul><li>Experience and appreciate the stages / phases of team development </li></ul><ul><li>Explore the following 9 building blocks of effective teams </li></ul><ul><ul><li>Clear objectives and agreed goals </li></ul></ul><ul><ul><li>Support and trust </li></ul></ul><ul><ul><li>Co-operation and conflict </li></ul></ul><ul><ul><li>Openness and confrontation </li></ul></ul><ul><ul><li>Appropriate leadership </li></ul></ul><ul><ul><li>Individual contributions </li></ul></ul><ul><ul><li>Intra-inter group relations </li></ul></ul><ul><ul><li>Sound procedures </li></ul></ul><ul><ul><li>Regular review </li></ul></ul><ul><li>Build SMART action plans </li></ul><ul><li>More effective teams </li></ul><ul><li>Better team bonding and team spirit </li></ul><ul><li>Greater functional efficiency due to collaborative teams </li></ul><ul><li>Less wastage of time and resources in conflict </li></ul>TEAM BUILDING Building effective teams WORKPLACE BENEFITS Duration – Two days Team Building
  • 62.  
  • 63. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Align themselves with the organisational vision </li></ul><ul><li>Initiate an environment of active collaboration </li></ul><ul><li>Understand the benefits of interpersonal linkages, trust, effective communication & leveraging of best practices across teams </li></ul><ul><li>Motivate themselves and others too </li></ul><ul><li>Solve problems and resolve conflicts </li></ul><ul><li>Respond to change favourably </li></ul><ul><li>Demonstrate proactive behaviour </li></ul><ul><li>Think creatively </li></ul><ul><li>Develop higher levels of goal orientation </li></ul><ul><li>Effectively utilise resources </li></ul><ul><li>Understand the need to develop a customer </li></ul><ul><li>orientation </li></ul><ul><li>Greater organisational synergy resulting from alignment towards a common vision </li></ul><ul><li>Improved departmental alignment </li></ul><ul><li>Improved information sharing and collaboration </li></ul><ul><li>Creating a readiness to change and improve in the organisation leading to better confidence and motivation levels </li></ul>WELCOME CHANGE Aligning with the organisational vision and preparing for change WORKPLACE BENEFITS Duration – One days Change Management
  • 64. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Build positive emotions / behaviours to enable the change process and deliver desirable results </li></ul><ul><li>Appreciate the need to aim for stretch goals to achieve extraordinary results (do more with less) </li></ul><ul><li>Map the implementation of the goal setting framework in ‘real life’ case studies. Use the learning to implement the same in workplace </li></ul><ul><li>Create a map of the knowledge & skills they need to learn to be able to achieve their goals </li></ul><ul><li>Create a personal action plan for implementation at the workplace </li></ul><ul><li>Manage paradigm shift </li></ul><ul><li>People develop ability to deal with change and function effectively in the changed environment </li></ul><ul><li>Improved efficiency resulting in better profitability </li></ul><ul><li>Employee development as the participants identify skill sets required for enhanced performance and craft an action plan to gain the same </li></ul><ul><li>Lower the occurrence of conflict within the organisation </li></ul>LEADING THE CHANGE Paradigm shift for change management WORKPLACE BENEFITS Duration – Two days Change Management
  • 65.  
  • 66. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Improve the efficacy of everyday communication at the workplace </li></ul><ul><li>Identify attributes of effective communication (verbal, visual and written) and practice implementing the same </li></ul><ul><li>Understand the importance of ‘structuring the message’ – “It’s not what you say but how you say it” </li></ul><ul><li>Practice empathic listening </li></ul><ul><li>Demonstrate the principles of assertive communication for win-win outcome </li></ul><ul><li>Identify one's own influencing skills </li></ul><ul><li>Practice elements of email etiquettes </li></ul><ul><li>Follow the guidelines of written communication </li></ul><ul><li>Conduct meetings effectively </li></ul><ul><li>Win clients, influence bosses & team members </li></ul><ul><ul><li>Convey ideas / opinions in an impressive fashion thereby creating desired impact </li></ul></ul><ul><ul><li>Listen empathically; paying attention to their non-verbal behaviour and forming responses accordingly </li></ul></ul><ul><ul><li>Build long-lasting relationships with clients and work with them as partners </li></ul></ul>THE POWER COMMUNICATION - How to win and influence people WORKPLACE BENEFITS Duration – Two days Personal Effectiveness Skills
  • 67. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><ul><li>Practice the 6 - step approach to make winning presentations </li></ul></ul><ul><ul><li>Plan effectively and use the story board technique </li></ul></ul><ul><ul><li>Conduct audience analysis </li></ul></ul><ul><ul><li>Organise support material </li></ul></ul><ul><ul><li>Deliver effective presentations </li></ul></ul><ul><ul><li>Make impactful power point presentations </li></ul></ul><ul><ul><li>Develop query handling skills </li></ul></ul><ul><ul><li>Learn techniques of overcoming anxiety while making a presentation </li></ul></ul><ul><ul><li>Make impressive presentations to win clients & influence bosses </li></ul></ul><ul><ul><li>Develop the confidence to stand up in front of an audience and put their points across emphatically </li></ul></ul><ul><ul><li>Find it easier to communicate, connect and cater to the expectations of the audience. This will help building up long lasting relationships with clients, and projecting a professional image of the company </li></ul></ul>PRESENTATION SKILLS Mastering the art of making effective presentations Duration – Two days WORKPLACE BENEFITS Personal Effectiveness Skills
  • 68. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Understand their behaviour, implications of the same and how to leverage strengths and improve on development areas </li></ul><ul><li>Explore the internal, visible and interaction aspects of personality </li></ul><ul><li>Enrich their internal personality through - positive thinking, self-discipline, self- esteem and proactive behaviour </li></ul><ul><li>Enrich their visible personality aspects through grooming & body language </li></ul><ul><li>Use this programme as a tool to develop a powerful personality and come one step closer to success by making the right first impression. </li></ul><ul><li>They will be able to take up greater challenges with an enhanced self-confidence and a positive outlook </li></ul><ul><li>Develop self-knowledge that’ll help them in developing themselves better, and consequently making them more effective executives </li></ul><ul><li>Develop higher self-esteem and emotional intelligence which enables them to build long lasting relationships within the organisation and with external customers </li></ul>POWER PERSONALITY - Creating lasting impressions WORKPLACE BENEFITS Duration – Two days Personal Effectiveness Skills
  • 69. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Identify how they spend their time </li></ul><ul><li>Identify opportunities to increase productivity </li></ul><ul><li>Use ‘Time Management Model’ to enhance efficiency as well as effectiveness </li></ul><ul><li>Reflect on our main priorities in life </li></ul><ul><li>Use various tools and techniques to enhance self-productivity and satisfaction </li></ul><ul><li>Achieve higher productivity and satisfaction </li></ul><ul><li>Develop a more creative way of working </li></ul><ul><li>Find more time available for important things </li></ul><ul><li>Improve quality of work and output </li></ul><ul><li>Get higher poise and greater well-being with lesser stress </li></ul>MANAGE TIME Time management is self-management WORKPLACE BENEFITS Duration – Two days Personal Effectiveness Skills
  • 70. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Assess own stress level </li></ul><ul><li>Use various stress management strategies and techniques </li></ul><ul><li>Delve deep into the seven stress management methods: </li></ul><ul><ul><li>Delegation </li></ul></ul><ul><ul><li>Circles of life </li></ul></ul><ul><ul><li>Prioritisation </li></ul></ul><ul><ul><li>Time management </li></ul></ul><ul><ul><li>Positive thinking </li></ul></ul><ul><ul><li>Music therapy </li></ul></ul><ul><ul><li>Yoga & meditation </li></ul></ul><ul><li>Stay relaxed and motivated to deliver desired results </li></ul><ul><li>Achieve higher productivity </li></ul><ul><li>Gain better health and well-being </li></ul>STRESS MANAGEMENT – A complete toolkit Managing stress for optimum productivity WORKPLACE BENEFITS Duration – Two days Personal Effectiveness Skills
  • 71. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Be aware of emotions and the impact they have on their performance </li></ul><ul><li>Recognise and understand emotions in others and how to adapt their behaviour accordingly </li></ul><ul><li>Regulate their emotions and so enhance performance </li></ul><ul><li>Handle and inspire emotions in others </li></ul><ul><li>Emotionally self-aware workforce </li></ul><ul><li>Motivated and empathic people </li></ul><ul><li>Real team work </li></ul>EMOTIONAL INTELLIGENCE WORKPLACE BENEFITS Duration – Two Days Personal Effectiveness Skills
  • 72.  
  • 73. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Have an understanding of what is ‘ideal project management’ - its planning, progress and execution. </li></ul><ul><li>Have an understanding of why managing a project is vital to the success of an organisation . </li></ul><ul><li>Be able to plan the project and ensure effective execution. </li></ul><ul><li>Develop a systematic approach to project management. </li></ul><ul><li>Equip them with tools to create work breakdown structure, a detailed step-wise approach to the project . </li></ul><ul><li>Learn the use of templates for activity planning specific to a particular project. </li></ul><ul><li>Understand various processes and procedures for reviewing, escalating and managing risk. They will also be able to do contingency planning required for the success of a project. </li></ul>Project Management – Foundation level Duration – Two days Project Management & Quality Tools
  • 74. LEARNING OBJECTIVES <ul><li>By the end of this programme participants will be able to: </li></ul><ul><li>Increase user satisfaction </li></ul><ul><li>Reduce timing and cost for development of system </li></ul><ul><li>Collect information to reduce future failures, capture engineering knowledge </li></ul><ul><li>Identification and elimination/reduction of potential failure modes </li></ul><ul><li>Emphasis on problem prevention </li></ul><ul><li>Minimise late changes and associated cost </li></ul><ul><li>Catalyst for teamwork and idea exchange between functions </li></ul><ul><li>Improve the quality, reliability and safety of a product and process </li></ul><ul><li>Increase user satisfaction </li></ul><ul><li>Reduce timing and cost for development of system </li></ul><ul><li>Collect information to reduce future failures, capture engineering knowledge </li></ul><ul><li>Make identification and elimination/reduction of potential failure modes </li></ul><ul><li>Emphasise on problem prevention </li></ul><ul><li>Minimise late changes and associated cost </li></ul><ul><li>Catalyst for teamwork and idea exchange between functions </li></ul><ul><li>Improve the quality, reliability and safety of a product and process </li></ul>Root cause analysis & quality tools WORKPLACE BENEFITS Duration – Two days Project Management & Quality Tools
  • 75. CASE STUDIES
  • 76. Airtel Mobile Services Airtel Telemedia Services Enterprise Services <ul><ul><li>Enhanced competencies of over 1,40,000 employees across </li></ul></ul><ul><ul><li>businesses and roles </li></ul></ul>Transforming customer exprience at Bharti Airtel Case Study Training mandays executed by Centum Learning for Bharti Airtel till date
  • 77. <ul><ul><ul><li>Launched Airtel Sales University for upgrading knowledge, skills and transforming attitude of over 60,000 employees in the sales domain. </li></ul></ul></ul>Airtel Mobile Services Case Study
  • 78. <ul><ul><ul><li>Driving penetration and expansion in the rural areas through IFFCO Kissan Sanchar Limited </li></ul></ul></ul><ul><ul><ul><li>Increasing the productivity and conversion ratios of postpaid connections </li></ul></ul></ul><ul><ul><ul><li>Driving market expansion and coverage </li></ul></ul></ul><ul><ul><ul><li>Creating well defined ‘Role based learning plans’ and ‘Task Execution Manuals” across verticals / roles </li></ul></ul></ul><ul><ul><ul><li>Enhancing productivity through training a large no. of employees across roles </li></ul></ul></ul><ul><ul><ul><li>Standardizing training initiatives to ensure high quality and consistently delightful “Customer Interactions” within & across SBU’s/ Verticals </li></ul></ul></ul><ul><ul><ul><li>Facilitating development of a “Customer Centric Culture” </li></ul></ul></ul>Airtel Mobile Services Case Study
  • 79. <ul><ul><li>Constructing well defined “Role based Learning Plans” and Task Execution manuals for different verticals/roles </li></ul></ul><ul><ul><li>Introducing Airtel Telemedia Services products to Airtel Relationship Centres </li></ul></ul><ul><ul><li>Initiated programmes covering products and processes for Airtel Business Services Channel Partners </li></ul></ul><ul><ul><li>Deploying on-the-job coaching to enhance productivity and conversion ratio </li></ul></ul><ul><ul><li>Conducting Foundation programmes for all new role holders </li></ul></ul><ul><ul><li>Implementing benchmarked learning solutions and systems for a large no. of customer interfacing employees to ensure branded customer experience </li></ul></ul><ul><ul><li>Enhancing frontline supervisory capabilities </li></ul></ul><ul><ul><li>Facilitating creation of a quality customer base </li></ul></ul>Airtel Telemedia Services Case Study
  • 80. Out of 24,475 Airtel Digital TV customers, 98.9% rated customer services as excellent Encountered top-two box scores for Overall Customer Satisfaction at 100% GOOD – 1% Airtel Digital TV Case Study
  • 81. <ul><li>Employed a rigid selection process </li></ul><ul><li>Deployed role based training programmes for the Installation Engineers </li></ul><ul><li>Conducted programmes on product knowledge, processes and selling skills </li></ul><ul><li>Conducted Graduation Ceremonies to felicitate the Certified Engineers </li></ul><ul><li>Developed a reward and recognition programme </li></ul><ul><li>Built rigour into the process of certification in areas such as product knowledge, technical expertise and soft skills </li></ul><ul><li>Developed customer service norms and SLA standards </li></ul><ul><li>Implementing a rigorous audit mechanism to ensure strict compliance to desired customer service standards </li></ul>Airtel Digital TV Case Study
  • 82. Enterprise University Case Study <ul><ul><li>Aims to transform Enterprise Services to a leading Solutions and Professional Services Organisation </li></ul></ul><ul><ul><li>Disseminating knowledge, enhancing skills, propagating best-in-class practices and developing leadership capabilities </li></ul></ul><ul><ul><li>Providing a strategic and virtual framework to facilitate continuous learning across the organisation </li></ul></ul><ul><ul><li>Enhancing functional capabilities for role holders in Sales, Customer Service, Business Service Group & Professional Services </li></ul></ul>
  • 83. <ul><ul><li>Aims to transform Enterprise Services to a leading Solutions and Professional Services Organisation </li></ul></ul><ul><ul><li>Disseminating knowledge, enhancing skills, propagating best-in-class practices and developing leadership capabilities </li></ul></ul><ul><ul><li>Providing a strategic and virtual framework to facilitate continuous learning across the organisation </li></ul></ul><ul><ul><li>Enhancing functional capabilities for role holders in Sales, Customer Service, Business Service Group & Professional Services </li></ul></ul>Enterprise University Case Study
  • 84. Delta growth of 1303 Gross Additions, 249 UAO, 416 URO & 2.13 Million Revenue in a month Centum Learning partners IKSL in creating WOW (Ways of working) to enhance Sales Productivity Case Study
  • 85. <ul><li>The Purpose : </li></ul><ul><li>Enhance leadership skills of managers in the following areas : </li></ul><ul><ul><ul><li>Delegating Effectively </li></ul></ul></ul><ul><ul><ul><li>Conducting Performance Counseling Sessions </li></ul></ul></ul><ul><ul><ul><li>Resolving Conflicts </li></ul></ul></ul><ul><ul><ul><li>Identifying individual leadership styles and its application at the workplace </li></ul></ul></ul><ul><li>Audience Profile : </li></ul><ul><li>Project Managers and Project Leaders of IT related services working with NIIT, USA </li></ul><ul><li>The Solution : </li></ul><ul><li>Conducted a series of Leadership Development Workshops across three cities in the USA i.e. Philadelphia, Hartford and Dallas. The learning solution encompassed instructor led training and workplace projects. The learning approach was highly interactive and focused on participants rather than the facilitator. </li></ul>Case Study
  • 86. <ul><li>The purpose : </li></ul><ul><li>Sustain Maruti’s Leadership in the industry </li></ul><ul><li>Carry forward the brand lineage </li></ul><ul><li>Increase its market share </li></ul><ul><li>Enhance customer delight consistently </li></ul><ul><li>Target Audience : </li></ul><ul><li>Over 12,000 participants including Customer Care Managers, Executive Heads and Dealer Sales Executives </li></ul><ul><li>The Solution : </li></ul><ul><li>Designed several structured learning interventions especially in the areas related to Sales and Customer Service, This included developing a learning plan for the prestigious launch of Zen Estilo, which focused on the product and customer handling skills, sales delivery process, achieving excellence in customer satisfaction based primarily on JD Power survey results and other critical factors. The training methodology has been varied ranging from instructor-led training to blended learning. </li></ul>Centum Learning partners Maruti Suzuki to retain its number one position in the industry Case Study
  • 87. Centum Learning partners Microsoft to help employees realize their full potential <ul><li>The purpose </li></ul><ul><li>Enhance leadership skills of managers in the followingareas : </li></ul><ul><ul><li>Managing Change </li></ul></ul><ul><ul><li>Enhancing team bonding </li></ul></ul><ul><ul><li>Enhancing Performance </li></ul></ul><ul><ul><li>Inculcating competitive and winning culture </li></ul></ul><ul><li>Audience Profile </li></ul><ul><li>Managers Pan India </li></ul><ul><li>The Solution : </li></ul><ul><li>Developed an experience based reflective learning solution for the managers. It was an amalgamation of various forms of learning such as conducting classroom training, using psychometric instruments and performing outbound activities. Experiential learning enabled participants to understand and apply knowledge & skills in a single learning initiative </li></ul>Case Study
  • 88. Centum Learning partners LG India for enhancing customer delight <ul><li>The purpose </li></ul><ul><li>Inculcate a culture of “Customer Service Excellence” </li></ul><ul><li>Enhance Productivity </li></ul><ul><li>Audience Profile </li></ul><ul><li>Over 1600 In-Store Sales Executives across West, South and North </li></ul><ul><li>The Solution : </li></ul><ul><li>Developed competency based learning programmes for In-Store Sales Executives to handle walk-in customers visiting its multi branded outlets and increase productivity. The key modules focused on the importance of delighting customers, effective customer handling, skills for making impressive presentation and the role of grooming. The programmes also underlined the need to adopt a customer-centric approach and highlighted the changing trends in the retail sector. </li></ul><ul><ul><li>0 </li></ul></ul>Case Study
  • 89. <ul><li>The purpose </li></ul><ul><li>Achieve excellence in Sales </li></ul><ul><li>Audience Profile </li></ul><ul><li>Over 1250 sales team members across advisory, assets and cards sales functions at seven locations </li></ul><ul><li>The Solution : </li></ul><ul><li>The instructor-led programmes included modules on introduction to the organisation, </li></ul><ul><li>product portfolio, basics of banking, relationship selling and consultative selling. Another interesting aspect of the programme was the inclusion of a module on ‘Grooming </li></ul><ul><li>and Etiquette’. </li></ul>Centum Learning partners Deutsche Bank for enhancing sales Case Study
  • 90. Centum Learning partners Fidelity India for Multimedia based learning solutions <ul><ul><li>The purpose </li></ul></ul><ul><ul><li>Design and implement a multimedia based learning project or repurpose process manuals to an online format in order to facilitate its deployment through computer based training (CBT) and on-line hosting in the future </li></ul></ul><ul><ul><li>Audience Profile </li></ul></ul><ul><ul><li>All employees of the organisation </li></ul></ul><ul><ul><li>The Solution : </li></ul></ul><ul><ul><li>Implemented performance coaching for both supervisory and non-supervisory roles. While coaching on team work, planning and priortisation, written and verbal communication skills took precedence for supervisory roles, the coaching for supervisory roles addressed issues like presentation dynamics, effective leadership skills, result orientation etc. </li></ul></ul>Case Study
  • 91. Owing the vision of the BHARTI GROUP
  • 92. <ul><li>Engaged in sourcing and pre-hire training of people to build a sustainable talent pool </li></ul><ul><li>Developed a unique Content and Delivery Methodology - “Listen-See-Learn-Practise” </li></ul><ul><li>Implementing learning solutions for over 5300 people from diverse backgrounds </li></ul><ul><li>Sourced over 16,300 walk-ins </li></ul><ul><li>Present in two hub locations – Ludhiana & Jaladhar and nine spoke locations – Patiala, Kapurthala, Jagadhari, Amristar, Karnal, Kuruskhetra, Ambala, Sangrur and Hoshiarpur </li></ul>Bharti Academy of Retail The Academy has already trained over 5,300 people in a span of few months
  • 93. <ul><ul><li>Enhancing the learning experience through increasing awareness about superior learning strategies, subject matter proficiency & life skills delivery mechanisms </li></ul></ul><ul><ul><li>Emphasizing on the learning and development at all student touch points </li></ul></ul><ul><ul><li>Increasing productivity through facilitating process orientation, enhancing soft skills & use of technology and imparting role based learning </li></ul></ul><ul><ul><li>Empowering the rural youth by offering vocational skills </li></ul></ul>Bharti Foundation Established Bharti Foundation Academy
  • 94. <ul><li>Bharti AXA Life Insurance </li></ul><ul><ul><li>Launched Bharti AXA School of Excellence </li></ul></ul><ul><ul><li>Enhancing skill sets of over 2200 ‘Managers of Agents’, ‘Branch Sales Managers’ and ‘Area Regional Sales Managers’ </li></ul></ul><ul><ul><li>Conceptualised the ‘Bharti AXA Way’ of selling, people management and implementing a phased certification process </li></ul></ul><ul><li>Bharti AXA Investment Managers </li></ul><ul><ul><li>Developed the vision and mission of the organisation </li></ul></ul><ul><ul><li>Launching Learning Academy </li></ul></ul><ul><ul><li>Deploying specialised learning solutions for business associates and distributor partners </li></ul></ul><ul><ul><li>Offering domain specific professional courses to employees through Centum Learning Centres </li></ul></ul>Bharti AXA
  • 95. <ul><li>LEADERSHIP & MDPS </li></ul><ul><li>Winning through people </li></ul><ul><li>Lead on </li></ul><ul><li>Training & facilitation skills </li></ul><ul><li>Problem solving & decision making </li></ul><ul><li>TEAM WORK </li></ul><ul><li>Team building </li></ul><ul><li>CHANGE MANAGEMENT </li></ul><ul><li>SKILLS </li></ul><ul><li>The alchemist - turning sand into gold </li></ul><ul><li>The can do enterprise </li></ul><ul><li>BUSINESS DEVELOPMENT </li></ul><ul><li>SKILLS </li></ul><ul><li>Client engagement skills - Foundation </li></ul><ul><li>Client engagement skills - Advanced level </li></ul><ul><li>Negotiation skills </li></ul><ul><li>Account penetration & client maintenance - Foundation </li></ul><ul><li>Account penetration & client maintenance – Advanced </li></ul><ul><li>CUSTOMER DELIGHT SKILLS </li></ul><ul><li>Touch </li></ul><ul><li>Customer for life </li></ul><ul><li>Customer service for support functions </li></ul><ul><li>COMMUNICATION & </li></ul><ul><li>PERSONAL EFFECTIVENESS </li></ul><ul><li>Effective communication </li></ul><ul><li>Presentation skills </li></ul><ul><li>Power personality </li></ul><ul><li>Manage your time </li></ul><ul><li>Stress management – A complete toolkit </li></ul><ul><li>Emotional intelligence </li></ul><ul><li>PROJECT MANAGEMENT & </li></ul><ul><li>QUALITY TOOLS </li></ul><ul><li>Project Management – Foundation Level </li></ul><ul><li>Root Cause Analysis & Quality Tools </li></ul>Bharti AXA
  • 96. Thank you Centum Learning Limited Neelagagan, Mandi Road, Sultanpur, Mehrauli, New Delhi-110030 Tel: 91-11-46001100-01, Fax: 91-11-46001111 E-mail: [email_address]

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