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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.
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Process Management SolutionsEmpowering your business
Business Challenges
• Redundant Operations
• Regulatory & Compliance pressures
• Quality & Cost Balance
• Customer Service Cycle
Process Management Solutions to the rescue
• Standard Operating Procedures
• Process Framework
• Value to Customers
• Continuous Improvement
• Quality Output
Standard Processes
EFFICIENCY + EFFECTIVENESS
Process compliance for business excellence
Eliminate Waste
Continuous Improvement
Eliminate Deviation
Mitigate Risk
Align Competencies
Promote Reliability
Valu
e to
Cus
tom
ers
Customer Service Cycle Time
Redundant approvals
Documentation
Customer waiting time
Resource Crunch
Inter department co-ordination Dissipation in Value
Standard Operating Procedures
• Maximize Value for Customers
• Reduce Customer service time
cycle
Maximizing Value for Customers
Aligning Business to Process Excellence• Process Documentation• Process Education• Process Implementation• Measurement• Continuous Process
Improvement
Strategic Business Value• Achieve Stability • Minimize Turnaround time • Optimize resource utilization• Enable continuous improvement• Ensure adherence to regulatory
compliance • Focus on people, technology and
process
Process Excellence Framework
CustomerRequirement
Analysis
ProcessDesigning
Risk &Impact
Assessment
Model/Validate
New Design
Pilot New
Design
Implementation&
Transition
CurrentProcessReview
Waste &Lead Time
Management
BusinessTransformat
ion
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
Schedule
Workshop
Design Test
Materials
DeliverPresentati
ons
CollateFeedbac
ks
Educating
RoleHolders
AnalyzeOutputs
Embeddingprocesses in
existing system
EducateSupervisors onRole Specific
processes
GuideImplementationas per formats
Handlequeries and
Concerns
• Prepare Audit Plan• Align functional heads• Conduct Audit• Advise Corrective Actions• Facilitate Non compliance closure• Generate Audit Reports• Share adherence ratings
Audit Frequency:• All teams are audited at least once a quarter• Each role holder is audited at least once in six months
Audit Types:• Data Audits• In person
audits
Assessing ImplementationQuality via Audits
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.
Why Choose Centum Learning
• 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
Thank you
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