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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

MINDSET DEVELOPMENT

SKILL SET DEVELOPMENT

Certified Service Professional

Industry Internship up to 16 weeks

Certified Service Leader

Hands-on exposure to management of Customer Contact Channels Professional Communication & Selling Skills

Designed & delivered by SQC

Designed & delivered by ICEM in conjunction with industry

(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.

KNOWLEDGE DEVELOPMENT

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

Industry Vertical Modules Covering • Banking • Retail • Telecom • Insurance • ITeS Co-designed & co-delivered by ® ICEM, COPC and leading industry organizations. High performance management techniques programme designed & delivered ® by COPC Inc.

Foundation Course in General Management in Customization for Service Industry

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

35% THEORY

100% EMPLOYMENT-READY

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 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

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

 Process excellence curriculum pertaining

industry vertical specialization

THE ICEM ADVANTAGE  Curriculum tailor-made and vetted by leading industry sectors like Banking, Insurance, Telecom, ITeS, and Retail

65% PRACTICALS

customization for specific industry verticals

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

 Targeted at potential/fresh graduates,

Designed & delivered by IIM Indore

 General Management curriculum with

 Unique course in terms of time allocated for practice vis-a-vis theory leading to strong operating skills

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

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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

MINDSET DEVELOPMENT

SKILL SET DEVELOPMENT

Certified Service Professional

Industry Internship up to 16 weeks

Certified Service Leader

Hands-on exposure to management of Customer Contact Channels Professional Communication & Selling Skills

Designed & delivered by SQC

Designed & delivered by ICEM in conjunction with industry

(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.

KNOWLEDGE DEVELOPMENT

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

Industry Vertical Modules Covering • Banking • Retail • Telecom • Insurance • ITeS Co-designed & co-delivered by ® ICEM, COPC and leading industry organizations. High performance management techniques programme designed & delivered ® by COPC Inc.

Foundation Course in General Management in Customization for Service Industry

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

35% THEORY

100% EMPLOYMENT-READY

6

 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

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

 Process excellence curriculum pertaining

industry vertical specialization

THE ICEM ADVANTAGE  Curriculum tailor-made and vetted by leading industry sectors like Banking, Insurance, Telecom, ITeS, and Retail

65% PRACTICALS

customization for specific industry verticals

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

 Targeted at potential/fresh graduates,

Designed & delivered by IIM Indore

 General Management curriculum with

 Unique course in terms of time allocated for practice vis-a-vis theory leading to strong operating skills

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

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aegisglobalacademy.com

Course Details A GLIMPSE OF THE YEAR AHEAD

Admissions are based on the overall score obtained on entrance tests (CAT/XAT/MAT), followed by the Star Profiling Test, work experience, academic record, and personal interviews.

1. Foundation Program 2. General Management Program delivered by IIM Indore:

1. Advanced Customer Experience Management Program delivered by SQC, Singapore

Test Centers (For Star Profiling Test and Personal Interview):

4. Contact Channels

2. General Management Program by IIM Indore:  Strategic Management  IT and Business  Issues in Customer Management  Customer Life Cycle Management

5. Tutorial

3. Industry Specialization

Eligibility Criteria:

4. Contact Channels

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.

 Behavioral Studies  Sales & Marketing Fundamentals  Service Management  Operation Management 3. Communications

TERM 2

TERM 3

ADMISSIONS PROCESS

TERM 1

15 MONTHS OF SHARPENING POTENTIAL

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

5. Tutorials

INTERNSHIP  16-week internship in the related industry

 Exposure to the real corporate environment

Ahmedabad, Bengaluru, Bhopal, Bhubaneshwar, Chandigarh, Chennai, Cochin, Coimbatore, Delhi, Gurgaon, Hyderabad, Indore, Jaipur, Jamshedpur, Kolkata, Lucknow, Mumbai, Noida, Patna, Pune.

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:

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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

IMPORTANT DATES Last date of applying July 25, 2010 Star Profiling Test & Personal Interview

To be informed through mail/ website within 7 working days post receipt of completed application form

Class commence

August 20, 2010

Mailing Address: Please mail the Application Form, accompanying documents, and the Demand Draft to the following address: The Admissions Officer Aegis Global Academy, Institute of Customer Experience Management, Essar House, No. 5 Ammankulam Road, P N Palayam, Coimbatore – 641 037

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IMPRESSIVE GAMUT OF SQC’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)

®

LANDMARK INITIATIVES

COPC INC. STANDARDS

IIM INDORE

 Partnered the Civil Aviation

“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.”

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.

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

THE WORLD-RENOWNED ® COPC FRAMEWORK

HPMT Method of Learning

 SQC trained all the service staff across Qingdao during the 2008 Beijing Olympics

Best Practices

“Industry Benchmark”

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

 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

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 Provide you with excellent comparative data and ideas for improvement

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Aegis Global Academy – ICEM Prospectus  

Aegis Global Academy provides MBA equivalent Customer Experience Management education. For more details visit http://www.aegisglobalacademy....