Academy for Sales and Retail Management A Division of TELESERVICES LIMITED

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1 Academy for Sales and Retail Management A Division of TELESERVICES LIMITED

2 About us Academy for Sales & Retail Management (ASRM) is a division of Tata Teleservices Ltd. We have been engaged in building competency and capability for all business lines of Tata Teleservices Ltd Tata DOCOMO, Tata Indicom, Tata Retail Business, and Tata Tele Enterprise Business etc. since Headquartered at Noida, with four regional centers at Kolkata, Hyderabad, Ahmedabad, Noida and having a pan India footprint, ASRM today has over 100 trainers in over 40 locations covering every state in India. ASRM also has a dedicated team for content development and internal competency building. ASRM provides comprehensive & complete performance enhancement solution in the areas of Sales and Service. We Regional Office Circle Office Head Quarter are a solution provider that partners with organizations to build capability and enhance performance by using scientific skill gap analysis tools and then provide effective training in interactions that enhance business productivity. ASRM has been providing a complete bouquet of training solutions covering knowledge, skills and attitude across all domains of sales and service from front line personnel to upper management. ASRM has till date trained more than 3,00,000 participant days. Vision & Mission Vision : To be a globally recognized Academy for Sales & Retail Management. Mission : To execute the learning flawlessly with highly competent trainers and world class content to the delight of our stake holders. Enhance the capability of industry through employee competence building and create improved employability for Indian youth.

3 Director's Message Dr. Percy. P. Batlivala "The Academy of Sales and Retail Management (ASRM) has been privileged to be nurtured and incubated by Tata Teleservices Ltd. This has allowed us to build a strong foundation & pillars upon which we will grow. The first and most important pillar is trainer certification. The processes of certifications are built around a fundamental premise of maximizing participants learning. We have instituted three separate certifications, one on industry knowledge, the other on facilitation skills and the third on behavioral skills training. All our certifications are based on well respected global standards such as ASTD (American Standard for Trainer Development). The second pillar is content development. We have a very talented content development and instructional design team that is constantly seeking innovative ways to bring experiential learning to our training interventions. We overlay these two core pillars with the ADDIE process that allows us to make every intervention tailor made per our customer's unique requirements. We have adopted the Jack Phillips 5 level framework to measure the effectiveness of our training. The Academy measures 100% of its training at Level 1 & 2, which we control. We encourage our customers to partner with us to enable us to take our effectiveness measures to higher levels. We are willing to be remunerated based on our performance. Finally we have developed and are training with a Industry Benchmarked comprehensive curriculum that covers the space of Sales and Service. This curriculum is focused on developing the capabilities, skills and competencies of front line associates, middle managers and senior leadership teams. We welcome the opportunity to be considered a training partner for your organization. I commit to you that we will engage with passion and put all our capabilities to help you succeed in your business. " 1. Trainer Competency ASRM - Our Relentless Pursuit of Excellence Our trainers are tested, industry-certified, experienced professionals. Our training staff and associates are certified in their respective area of expertise; these certified skills are applied on a daily basis making each training intervention based on experience, not on theory. We at ASRM feel that trainer certification is a sequential process through which trainers demonstrate performance. All our trainers go through a strenuous facilitation skill certification, vertical specialization certification and advanced behavioral skill certification. These certifications are the foundation up on which the quality of our training is based. Advanced Facilitation Behavioral Intervention Certification Vertical Specialization Certification

4 2. World Class Content Our Content team has got a collective experience of more than 70 years & are certified instructional Designers All the modules are interactively designed after analyzing the performance problems Our content is customized based on training need identification at Individual, Organizational and Operational Level All our content undergoes multiple level of quality checks with associates and supervisors The effectiveness of all our content is checked as per the training need identification, requirement posed by the client and the organizational long term goals 3. Training Spectrum Our solutions impact business performance through enhanced employee productivity, customer profitability and effective talent transformation. Our highly customized interventions are focused on 'People and Processes', which covers the entire spectrum, ranging from, Custom Content Development, Blended Training Programs, and Performance Coaching to Process training. ASRM focuses on providing training in the domain of Sales and Service. Relationship based Direct Distribution Retail SALES On-site SERVICE In-house Remote

5 4. Differential Learning ASRM designs and delivers training programs on the basis of differential learning. We conduct the training for three different levels of participants, namely : L3 Leadership Level L2 Managerial Level L1 Customer Interface Level 5. Training Approach ASRM adheres to the internationally acclaimed ADDIE Model while working with their partners' training needs. During analysis, we identify the learning problem, the goals and objectives, the participant's needs, existing knowledge, and any other relevant characteristics. Analysis also considers the learning environment, any constraints, the delivery options, and the timeline for the project. After this a systematic process of specifying learning objectives, detailed storyboards and prototypes are made. The look and feel of the content is determined here.

6 6. Training Effectiveness Measurement We have adopted and strictly follow Jack Phillip's (JP) Model for measuring the effectiveness of the training. Our trainings are measured at five different levels of Jack Phillip's model depending upon the nature and the complexity of each module. Return On Investment Business Results Job Applications Did the monetary value of the results exceed the cost for the program? Did the on-the-job application produce measurable results? Did the participants apply what they learned on the job? Learning What skills, knowledge, or attitudes have changed and by how much? Reaction and Planned Action Participants reactions to the program Total 4556 training days measured with JP level 2 60% of all ASRM trainings, had higher than 40% increase in participant s knowledge/ skills. 40% of ASRM trainings resulted in greater than 40% increase in knowledge/skills learnt that were applied on the job. We have measured success at JP level 4. To Quote a few: Collection for a customer business improved from 92% to 97%, Churn of a customer dropped from 3% to 2.75% and customer retail store IMRB Survey Score improved from 61% to 75%.

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8 Academy for Sales and Retail Management A Division of TELESERVICES LIMITED Tata Tele Business Park A -37, Sector: 60, Noida Tel: , Fax: