The India Growth StoryYour Potential Growth Story

Looking Back – Looking Ahead.

Our Parent, The Essar Group

Multinational conglomerate and leading global player

Annual revenue of $15 billion in FY 09-10

Operates in more than 20 countries across five continents

World class management practices and systems

A Dynamic, High Performance Global Powerhouse

Telecom & BPO Shipping Power Oil Steel Construction

About Aegis

Industrial / Technology

Financial Services

TelecomTravel & Hospitality

Healthcare & Insurance

Consumer Products

Innovative thought leader, focused on enhancing your customer experience

A Global Service Leader Founded in the US with 20+ years of service experience.

40,000+ employees globally

30,000+ seats in 40 global locations (India, Philippines, US, Costa Rica, Sri Lanka, South Africa, Australia, Kenya)

Manages a billion customer experiences annually

Customer Life Cycle management Company

Any Time. Any Place

India Growth Story• Transition from a agrarian and industrial economy to a services economy: Over 50% of

GDP today contributed by the services sector

• Initiated by the IT sector about two decades ago

• Enabled by the telecom revolution that created the infrastructure to develop the IT/ITES sectors

• Boom in IT/ITES & Telecom sectors created earning capacity in young people

• Rapid Telecom proliferation enabled the common man to participate vigourously in economic process and enhance their earning capacity

• Freeing up of bank credit through easy availability of loans in the forms of Credit cards, Home loans, Auto loans, Personal loans, fuelled consumption of Lifestyle goods

• This led to a boom in the housing ,auto, retail, aviation, travel, tourism, hospitality, insurance and healthcare industry

The Future Trends India’s expected growth of around 8 to 10% per annum for the next decade is driven

primarily by the service sectors :

• Retail CAGR – 23-25%

• Insurance CAGR – 24.7%

• Banking CAGR – 7%

• ITES CAGR– 17%

• IT CAGR – 9%

Data source :Sector reports published by NSDC, a planning commission initiative CAGR- Compounded Annual Growth Rate )

The Future Trends

• According to the Economist magazine, 45 of the 85 million new job aspirants will be absorbed in the service sector

• Manufacturing lead growth will be technology driven and not employment driven owing to India’s outdated labour laws which discourages large scale employment

• Very low penetration of key lifestyle enabling services: Organized Retail only 5% of total Retail market, Banking at 35%, Insurance life at 12% Healthcare 4%, Telecom 45%. Main Growth to be witnessed primarily from the non metro/rural markets.

Characteristics of the Market Place

Huge proliferation of brands: 13 telecom companies 22 Insurance companies 78 Banks >25 large organized retail chains

Very little product features and price differentiation: Only advertising approach differs Power of choice with the consumer Power of information with the consumer owing to huge media proliferation

How do organization differentiate themselves

• Advertising : Creates only a promise

• Sales Excellence: Tired of salesman/tele-callers trying to hard sell

• Price : Gets matched overnight

• New product features : Gets matched very quickly

• Customer experience : ???

Characteristics of the service sector Economy

• Lack of a physical product or just a token physical product. For example: SIM card, Credit card, Insurance policy document etc

• Availability of absolutely identical brands with competitors Competing retail chains like Big Bazaar and Spencer

• Near price and promotion parity

• Need to get the process right consistently – very practical in nature

• People perhaps the only clear and ongoing differentiator

10

What is Customer Experience?A sum total of all interactions a customer has with a company’s:

People + Process + Products + Physical Environment

Products, processes and environment – all driven and leveraged by people

Technology used &

managed by people

Created by people

Managed & maintained by people

Why does customer experience matter to the Organization

• You go back the second time

• You recommend to your friends

• You accept suggestions to buy other offerings from the organization

• You complain less

• You trust the organisation, its offerings and its people more

• You elongate your lifetime value and reduce the cost to serve you

• You thus, enhance profitability and growth of the organization

What’s in it for YOU• Great demand for managers with knowledge of customer experience in the large

number of service sector organizations: Wide choice of employers & preferred employment

• The organisation treats you “right” as “people” make all the difference : External customer orientation is not possible without internal customer orientation

• The organisation trains & empower you to enable you to serve the customer better: Training & development

• The organisation works hard at retaining you as the quality of customer experience has direct correlation with the continuity of the people :

Job Security

• Fast track growth with the growth of the industry and the organization : Salary & career growth

PGPBM vs. MBA

MBA ICEM : Post Graduate Program in Business Management - Service Sector Industry

Program duration is two years Program duration is 15 months only. You start earning 9 months earlier.

Primarily theory oriented; almost 80% of curriculum 65% Practical and 35% Theory

No guaranteed internship 100% assured internship

No guarantee of employment of any kind Assured placement to 75% students in ESSAR group after successful completion of program

Gives functional specialization like Finance, HR, Marketing etc.

Offers domain specific specialization like Banking, Insurance, Retail, Telecom, ITES, thereby making you

the most preferred candidate for these sectors.

Reputed MBA degree cost 7 to 8 lacs and IIM cost 13 lacs

At ICEM the student gets world class education at 4.76 lacs

Either very less or no industry interaction Minimum two lecture from top executives and one live project, every month

PGPBM- 15 Months

Knowledge Development Mind Set Development

Skill Set Development

Industry Internship up to 16 weeks

Hands On Exposure to management Of Customer Contact Channels

Professional Communication & Selling skills

•Designed & Delivered by ICEM in conjunctions with industry

Foundation Course In General Management with Customization For Service Industry • Designed &

Delivered By IIM Indore

Certified Service Leader (Self)

Certified Service Leader (Professional)

• Designed & Delivered By SQC, Singapore

Industry Vertical Modules Covering

•Banking•Retail•Telecom•Insurance •ITES

Co-designed and Co-delivered by ICEM, COPC and leading industry organizations

65% PRACTICALS 35% THEORY

100% EMPLOYMENT-READY

Education Loan Assistance

Education Loan provided by CREDILA, an HDFC venture

Note: Discretion to offer loan would be as per Credila terms & conditions

• Students requiring financial assistance is referred to Credila, a HDFC Venture, who is our student financing partner

• They would send you all the loan parameters

The Classroom

The HostelStudent’s abode

Admission criteria & procedure

• Graduates /Final year students may also apply

• CAT/ MAT/ XAT or ICEM Aptitude Test Score

• Minimum threshold score in Service Industry Aptitude Test – Star Profiler

• Personal Interviews

• Last date of Application 31st March 2011

• Application forms can be downloaded at : www.aegisglobalacademy.com

• Application Fee : INR 1200• Registration Fee : INR 40,000 (refundable security deposit)• Course Fee : INR 4,76,200 (incl. taxes + laptop+ course material)• Hostel Fee : INR 78,000 (incl. of taxes, breakfast & dinner)

• Second Batch commences : July’2011

Keen to explore further

• Register for an all expense paid ‘experience tour ‘ of the campus, the hostel & the city on www.aegisglobalacademy.com or contact us at : 1800 209 8777

• Attend live lectures ,meet the faculty, interact with current students and enjoy your stay at the hostel

• Your potential for growth, is in your hand – DECIDE NOW !

Lets Begin……….