Click here to load reader
Upload
kelwinrodrigz
View
220
Download
1
Tags:
Embed Size (px)
DESCRIPTION
Aegis Global Academy provides MBA equivalent Customer Experience Management education. For more details visit http://www.aegisglobalacademy.com
Citation preview
7
THE MISSION OF ICEM
To promote and enhance the culture of customer-centricity by equipping all persons across organization levels engaged or wishing to be engaged in the Services Sector with the right mindset, skill set, and knowledge/processes thus enabling them to individually and collectively contribute to the maximization of customer lifetime value and profits.
Aimed at creating professionals for the Services Sector, from India and abroad, to be productive from day one of employment
Curriculum to embrace mindset, skill set, and knowledge ethos to the optimal degree
Targeted at potential/fresh graduates, as well as employees with less than two years of experience, aspiring to build careers in the booming Services Sector
To enable students to succeed through industry vertical specialization
THE ICEM ADVANTAGE
Curriculum tailor-made and vetted by leading industry sectors like Banking, Insurance, Telecom, ITeS, and Retail
Unique course in terms of time allocated for practice vis-a-vis theory leading to strong operating skills
General Management curriculum with customization for specific industry verticals
The General Management program is designed and delivered by IIM Indore. The program is delivered through classroom sessions and through live media stream
Faculty from IIM Indore will be teaching the students at ICEM-Coimbatore campus and also through video conferencing
The program includes a campus visit to IIM Indore to attend classes as well as interact with faculty
The program is highly interactive by design
Unique curriculum ranging across the aspect of customer experience and lifetime value management exclusively designed by Service Quality Centre, Singapore, and taught by the SQC faculty for the first time in India
Process excellence curriculum pertaining to management of customer contact channels with specific reference to contact center operations to be designed and taught by COPC®, Inc. USA faculty on the Coimbatore campus
Program structure, content, and teaching methodology validated by top organizations across service industry verticals
Rich and strong focus in the delivery model by leading industry domain experts
aegisglobalacademy.com
Innovate. Lead. Repeat.
THE ICEM: A BUSINESS SCHOOL FOR THE INDUSTRY, BY THE INDUSTRY
Being the world’s first Institute of Customer Experience Management is not the only first we have to our credit. Our 15-month Post Graduate Program in Service Management
(PGPSM) is the only program that also earns you practical work experience. Our syllabus breakup of 65% practicals and 35% theory is also innovative. And our aim of creating 100% employment-ready professionals is something we plan to repeat year after year.
6
Certified Service Professional
Certified Service Leader
Designed & delivered by SQC
Industry Internship up to 16 weeks
Hands-on exposure to management ofCustomer Contact Channels
Professional Communication &Selling Skills
Designed & delivered by ICEMin conjunction with industry
MINDSET DEVELOPMENT
SKILL SETDEVELOPMENT
Industry Vertical Modules Covering• Banking• Retail• Telecom• Insurance• ITeSCo-designed & co-delivered by ICEM, COPC® and leading industry organizations. High performance management techniques programme designed & delivered by COPC® Inc.
Foundation Course in GeneralManagement in Customization for Service Industry
Designed &delivered by IIM Indore
KNOWLEDGE DEVELOPMENT
35% THEORY65% PRACTICALS
100% EMPLOYMENT-READY
7
THE MISSION OF ICEM
To promote and enhance the culture of customer-centricity by equipping all persons across organization levels engaged or wishing to be engaged in the Services Sector with the right mindset, skill set, and knowledge/processes thus enabling them to individually and collectively contribute to the maximization of customer lifetime value and profits.
Aimed at creating professionals for the Services Sector, from India and abroad, to be productive from day one of employment
Curriculum to embrace mindset, skill set, and knowledge ethos to the optimal degree
Targeted at potential/fresh graduates, as well as employees with less than two years of experience, aspiring to build careers in the booming Services Sector
To enable students to succeed through industry vertical specialization
THE ICEM ADVANTAGE
Curriculum tailor-made and vetted by leading industry sectors like Banking, Insurance, Telecom, ITeS, and Retail
Unique course in terms of time allocated for practice vis-a-vis theory leading to strong operating skills
General Management curriculum with customization for specific industry verticals
The General Management program is designed and delivered by IIM Indore. The program is delivered through classroom sessions and through live media stream
Faculty from IIM Indore will be teaching the students at ICEM-Coimbatore campus and also through video conferencing
The program includes a campus visit to IIM Indore to attend classes as well as interact with faculty
The program is highly interactive by design
Unique curriculum ranging across the aspect of customer experience and lifetime value management exclusively designed by Service Quality Centre, Singapore, and taught by the SQC faculty for the first time in India
Process excellence curriculum pertaining to management of customer contact channels with specific reference to contact center operations to be designed and taught by COPC®, Inc. USA faculty on the Coimbatore campus
Program structure, content, and teaching methodology validated by top organizations across service industry verticals
Rich and strong focus in the delivery model by leading industry domain experts
aegisglobalacademy.com
Innovate. Lead. Repeat.
THE ICEM: A BUSINESS SCHOOL FOR THE INDUSTRY, BY THE INDUSTRY
Being the world’s first Institute of Customer Experience Management is not the only first we have to our credit. Our 15-month Post Graduate Program in Service Management
(PGPSM) is the only program that also earns you practical work experience. Our syllabus breakup of 65% practicals and 35% theory is also innovative. And our aim of creating 100% employment-ready professionals is something we plan to repeat year after year.
6
Certified Service Professional
Certified Service Leader
Designed & delivered by SQC
Industry Internship up to 16 weeks
Hands-on exposure to management ofCustomer Contact Channels
Professional Communication &Selling Skills
Designed & delivered by ICEMin conjunction with industry
MINDSET DEVELOPMENT
SKILL SETDEVELOPMENT
Industry Vertical Modules Covering• Banking• Retail• Telecom• Insurance• ITeSCo-designed & co-delivered by ICEM, COPC® and leading industry organizations. High performance management techniques programme designed & delivered by COPC® Inc.
Foundation Course in GeneralManagement in Customization for Service Industry
Designed &delivered by IIM Indore
KNOWLEDGE DEVELOPMENT
35% THEORY65% PRACTICALS
100% EMPLOYMENT-READY
ADMISSIONS PROCESS
Admissions are based on the overall score obtained on entrance tests (CAT/XAT/MAT), followed by the Star Profil-ing Test, work experience, academic record, and personal interviews.
Test Centers (For Star Profiling Test and Personal Interview):
Ahmedabad, Bengaluru, Bhopal, Bhubaneshwar, Chandigarh, Chennai, Cochin, Coimbatore, Delhi, Gurgaon, Hyderabad, Indore, Jaipur, Jamshedpur, Kolkata, Lucknow, Mumbai, Noida, Patna, Pune.
Eligibility Criteria:
Graduates in any discipline with minimum 50% marks from any university recognized by the Association of Indian Universities are eligible. Candidates in their final year of graduation may also apply.
How to Apply:
1. The Prospectus can be bought from select The Mobile Store outlets for INR 1200/- cash and Aegis Limited offices against a DD of INR 1200/- drawn in favor of “Aegis Aspire Consultancy Limited”, payable at Mumbai. Please find the city of your choice to get the address of your nearest outlet in the fees structure leaflet inserted herewith.
2. Download the application form from www.aegisglobalacademy.com, fill in the details, and mail the completed form along with the required documents to the address given below along with a DD of Rs.1200/- drawn in favor of “Aegis Aspire Consultancy Limited”, payable at Mumbai.
3. Visit the Aegis Global Academy website to apply online.
Documents to be Submitted:
The application form should be duly filled in its entirety and must be accompanied with
the following supporting documents to the above mentioned address:
1. Application fee of INR 1200/- in the form of a Demand Draft in favor of ‘Aegis Aspire Consultancy Limited’, payable at Mumbai (This is only in case you have not already paid the amount at the time of purchasing the prospectus)
2. Photocopies of all mark sheets (Starting with standard X, XII, and degree certificate)
3. Transfer certificate, if applicable
4. Photocopies of CAT/XAT/MAT score card
5. Photocopies of Proof of Work Experience, if any
6. Identity Proof in the form of a Driver’s License/Voters ID Card/Passport Copy
7. Four passport-size photographs
Mailing Address:
Please mail the Application Form, accompanying documents, and the Demand Draft to the following address:
The Admissions OfficerAegis Global Academy, Institute of Customer Experience Management, Essar House, No. 5 Ammankulam Road, P N Palayam, Coimbatore – 641 037
9
IMPORTANT DATES
Last date of applying July 25, 2010
Star Profiling Test & To be informedPersonal Interview through mail/ website within 7 working days post receipt of completed application form
Class commence August 20, 2010
aegisglobalacademy.com
Course Details
15 MONTHS OF SHARPENING POTENTIAL
A GLIMPSE OF THE YEAR AHEAD
TE
RM
1 1. Foundation Program
2. General Management Program delivered by IIM Indore:
Behavioral Studies
Sales & Marketing Fundamentals
Service Management
Operation Management
3. Communications
4. Contact Channels
5. Tutorial
TE
RM
3 1. Advanced Customer Experience Management Program delivered by SQC, Singapore
2. General Management Program by IIM Indore:
Strategic Management
IT and Business
Issues in Customer Management
Customer Life Cycle Management
3. Industry Specialization
4. Contact Channels
5. Tutorials
INTERNSHIP
16-week internship in the related industry
Exposure to the real corporate environment
TE
RM
2 1. General Management Program delivered by IIM Indore:
Finance Accounting
Innovation & Creativity
Human Resources Management
Business Environment
Economics
2. Customer Experience Management Program by SQC, Singapore
3. Professional Selling and Communication Skills
4. Industry Specialization as opted by the students [from the options of Telecom, Retail, ITeS, Banking and Insurance]
5. Contact Channels
6. Tutorials
8
IIM INDORE
Talking about associating with the best in the industry, IIM Indore probably does not need any introduction. Established in 1996, Indian Institute of Management Indore is the sixth in the
prestigious IIM family of management schools. The institute was chosen to be set up in Indore to give an impetus to management education in central India and has ever since been acting as the pioneer in the field of management, interfacing with the industry, government sectors and PSUs.The essence of management, IIM Indore believes, lies in managing one's own ambitions and forging ahead consciously. "A strong theoretical foundation is the basis of good corporate practice." This principle, coupled with a firm grounding in management as it is practised, is the underlying theme of the flagship Post Graduate Program (PGP). Spanning two years the program is benchmarked against similar programs of the best business schools in the world. Experiential learning, IT orientation, and social sensitivity are some of the unique features of the programs. IIM Indore involvement would include academic sessions at IIM Indore campus session by IIM professors visiting the Coimbatore Campus and conducting live sessions involving VSAT and equivalent technology.
DRIVER ENABLER GOAL
PROCESSHow does it expect to get there - how will work get done so goals are met?
PLAN
Where is the organization going?
How will it achieve its goals?
PEOPLE
People do the work - do they know what to do?
Are training, management, compensation,
alligned?
PERFORMANCEWhat are the measures the
organization uses to evaluate
performance and progress towards
goals and objectives?
13
aegisglobalacademy.com
COPC® INC. STANDARDS
“Customer Operations Performance Center Inc. (COPC® Inc.) is the world’s
leading authority on customer contact center and vendor management operations. The COPC® Inc. Family of Standards is the most prestigious and rigorous measurement system in the contact center industry and the only proven set of global best practices designed to reduce costs, improve efficiency, boost customer satisfaction, and increase revenues. COPC® Inc. is bringing their knowledge and expertise to you by delivering their highly sought-after series- COPC® Inc. High Performance Management Techniques Training – 16 modules of contact center management best practices, benchmarks, and detailed “how to” training. Successful completion will give you the tools and knowledge for how to run a high performance contact center.”
THE WORLD-RENOWNED COPC® FRAMEWORK
Customizing will share the “the best practices “we have seen working with 1,200 customer contact centers in 50 countries”
We will define “High Performance“and refer to this repeatedly.
These will be helpful in providing you with a modal for attaining High Performance
Represent the “the best seen COPC Inc.” from our detailed operational audits and reviews
Benchmarks include:
Performance data – A number (e.g., speed of answer)
Process- how to do things
Provide you with excellent comparative data and ideas for improvement
HPMTMethod of Learning
BestPractices
“IndustryBenchmark”
IMPRESSIVE GAMUT OFSQC’s CLIENTS
Public Sectors/Business Consulting
J Walter Thompson
Shell Petroleum
OTIS Elevator, etc
Information Communications
Tata Teleservices
BPL Mobile
Nortel Network
Deutsche Telekom
Nokia
Motorola, etc
Logistics/Aviation/Automotives
Singapore Airlines
Vietnam Airlines
Abu Dhabi International Airport
Delhi International Airport
GMR-Hyderabad International Airport, etc
Banking & Finance/Insurance/Others
ABN AMRO Bank
VISA, United Overseas Bank (UOB)
Standard Chartered
Citibank
American Express (AMEX)
Development Bank of Singapore (DBS)
Kotak Mahindra Bank (India)
Bank of China
Prudential Assurance
Procter & Gamble (P&G), etc
Retail & Hospitality/Healthcare
Louis Vuitton
Hush Puppies
Shangri-La Hotels & Resorts, etc
LANDMARK INITIATIVES
Partnered the Civil Aviation Authority of Singapore to garner the Singapore Quality Award (SQA) in 2003
Customizing several initiatives for Abu Dhabi Airports Company (ADAC)
The iconic Singapore Girl of the Singapore Airlines (SIA) is SQC’s symbol of quality customer care and service
Designed a training program - Transforming Customer Service (TCS) for SIA
Designed a customized Trainer’s Equipping Program for Azerbaijan Airlines (AZAL), the national carrier of Azerbaijan based in Baku
Training the Porsche staff worldwide
Developed the award-winning ShangCare III hospitality module that Shangri-La Hotels & Resorts, are renowned for
SQC trained all the service staff across Qingdao during the 2008 Beijing Olympics
12