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

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

African Headquarters: 3rd Floor, Somak Towers,

Off Mombasa Road PO Box 73146-00200,

Nairobi, Kenya. E-mail: contactus.africa@centumlearning.com

Follow Us at: