The core function of Centum Learning is to find the issues in a business and conceptualize customized corporate training programs to attain objective driven outcomes.

1. Process Management Solutions
Empowering your business

2. Business Challenges
• Redundant Operations
• Regulatory & Compliance
pressures
• Quality & Cost Balance
• Customer Service Cycle

3. Process Management Solutions to the
rescue
• Standard Operating Procedures
• Process Framework
• Value to Customers
• Continuous Improvement
• Quality Output

4. Standard Processes
EFFICIENCY + EFFECTIVENESS

5. Process compliance for business
excellence
Eliminate
Waste
Mitigate
Risk
Continuous
Improvement
Align
Competencie
s
Eliminate
Deviation
Promote
Reliability

6. Maximizing Value for Customers
• Maximize Value for Customers
• Reduce Customer service time
cycle
Value to Customers
Standard Operating Procedures
Inter department
co-ordination
Dissipation in Value
Documentation
Redundant
approvals
Resource
Crunch
Customer
waiting time
Customer Service Cycle Time

7. Aligning Business to Process Excellence
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Process Documentation
Process Education
Process Implementation
Measurement
Continuous Process
Improvement

8. Strategic Business Value
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Achieve Stability
Minimize Turnaround time
Optimize resource utilization
Enable continuous improvement
Ensure adherence to regulatory
compliance
• Focus on people, technology and
process

9. Current
Process
Review
Customer
Requirement
Analysis
Waste &
Lead Time
Management
Process
Designing
Risk &
Impact
Assessment
Process Excellence
Framework
Model/
Validate
New Design
Pilot
New
Design
Implementation
&
Transition
Business
Transformation

10. Developing Elaborate Process Manuals
• Mapped to Organization structure
• Display New Process Grid
• Highlight Process Maps, Sub
processes
and Format Lists
• Clearly Define Roles and
Responsibility
• Abbreviations
• Annexure, if any

11. Educating
Role
Holders
Schedule
Workshop
Embedding
processes in
existing system
Design Test
Materials
Educate
Supervisors on
Role Specific
processes
Deliver
Presentatio
ns
Guide
Implementation
as per formats
Collate
Feedbac
ks
Analyze
Outputs
Handle
queries and
Concerns

12. Assessing Implementation
Quality via Audits
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Prepare Audit Plan
Align functional heads
Conduct Audit
Advise Corrective Actions
Facilitate Non compliance closure
Generate Audit Reports
Share adherence ratings
Audit Types:
Audit Frequency:
• Data Audits
• In person
audits
• All teams are audited at least once a quarter
• Each role holder is audited at least once in six
months

13. Case Studies
•
Assisted VIOM Networks in establishing effective sales &
customer services processes for their pan India offices
•
Designed role process booklet for diverse set of role
holders at Bharti AXA Life Insurance.
•
Designed and implemented Sales and Customer Services
processes for Matrix Cellular.
•
Optimized operations, designed Standard Operating
Procedures for Maruti Suzuki India Limited – Spare
Parts Division to ensure consistency in Customer service
processes across new retails outlets
•
Created Standard Operating procedures for Image Points
of FIAT India Automobiles to ensure best in class service
for its customers.

14. Why Choose Centum Learning
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End to End Design, Implementation
and auditing capabilities
Training solutions spread across 21
Industry sectors
Customized content design for
effective training
Stellar clientele comprising 350+
Global Corporates
Network of 1000+ learning &
development experts
Blended learning comprising ILT,
WBT,
e-learning techniques

15. Thank you
Corporate Office:
Neelagagan, Mandi Road, Sultanpur Mehrauli
New Delhi - 110 030, India.
Tel: +91-11-4600 1100-01, 4588 1000/1200,
Fax: +91-11-4600 1111
E-mail: contactus@centumlearning.com
Follow Us at:
African Headquarters:
3rd Floor, Somak Towers,
Off Mombasa Road
PO Box 73146-00200,
Nairobi, Kenya.
E-mail: contactus.africa@centumlearning.com