The document describes the Post Graduate Program in Service Management (PGPSM) offered by the Institute of Customer Experience Management (ICEM). Some key details: - The 15-month program aims to create 100% employment-ready professionals through a curriculum that is 65% practical (including a 16-week industry internship) and 35% theory. - The curriculum covers developing the necessary mindset, skillset and knowledge for a career in customer service, and includes modules designed by industry leaders in verticals like banking, retail and telecom. - Students will receive certifications in customer service and leadership, and will gain hands-on experience managing customer contact channels through the COPC Inc. process excellence curriculum

6. Innovate.
Lead. Repeat.
THE ICEM: (PGPSM) is the only program that also earns
A BUSINESS SCHOOL FOR THE INDUSTRY, you practical work experience. Our syllabus
BY THE INDUSTRY breakup of 65% practicals and 35% theory
is also innovative. And our aim of creating
Being the world’s first Institute of Customer
100% employment-ready professionals is
Experience Management is not the only first
something we plan to repeat year after year.
we have to our credit. Our 15-month Post
Graduate Program in Service Management
MINDSET SKILL SET
KNOWLEDGE DEVELOPMENT
DEVELOPMENT DEVELOPMENT
Certified Service Industry Internship Industry Vertical Foundation
Professional up to 16 weeks Modules Covering Course in General
• Banking Management in
Certified Service Hands-on exposure • Retail Customization for
Leader to management of • Telecom Service Industry
Customer Contact • Insurance
Channels • ITeS
Co-designed &
Professional co-delivered by
®
Communication & ICEM, COPC and
Selling Skills leading industry Designed &
organizations. delivered by
Designed & Designed & High performance IIM Indore
delivered by SQC delivered by ICEM management
in conjunction techniques programme
with industry designed & delivered
®
by COPC Inc.
65% PRACTICALS 35% THEORY
100% EMPLOYMENT-READY
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THE MISSION OF ICEM  General Management curriculum with
customization for specific industry verticals
To promote and enhance the culture of
 The General Management program is
customer-centricity by equipping all
designed and delivered by IIM Indore.
persons across organization levels
The program is delivered through
engaged or wishing to be engaged in the
classroom sessions and through live
Services Sector with the right mindset,
media stream
skill set, and knowledge/processes thus
enabling them to individually and  Faculty from IIM Indore will be teaching
collectively contribute to the maximization the students at ICEM-Coimbatore
of customer lifetime value and profits. campus and also through video
conferencing
 Aimed at creating professionals for the
Services Sector, from India and abroad,  The program includes a campus visit
to be productive from day one of to IIM Indore to attend classes as well
employment as interact with faculty
 The program is highly interactive
 Curriculum to embrace mindset,
by design
skill set, and knowledge ethos to
the optimal degree
 Unique curriculum ranging across the
 Targeted at potential/fresh graduates, aspect of customer experience and
as well as employees with less than lifetime value management exclusively
two years of experience, aspiring to designed by Service Quality Centre,
build careers in the booming Singapore, and taught by the SQC
Services Sector faculty for the first time in India
 To enable students to succeed through  Process excellence curriculum pertaining
industry vertical specialization to management of customer contact
channels with specific reference to
THE ICEM ADVANTAGE contact center operations to be designed
and taught by COPC®, Inc. USA faculty
 Curriculum tailor-made and vetted by on the Coimbatore campus
leading industry sectors like Banking,
Insurance, Telecom, ITeS, and Retail  Program structure, content, and teaching
methodology validated by top organizations
 Unique course in terms of time allocated across service industry verticals
for practice vis-a-vis theory leading to
strong operating skills  Rich and strong focus in the delivery
model by leading industry domain
experts
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ADMISSIONS PROCESS the following supporting documents to the
above mentioned address:
Admissions are based on the overall
score obtained on entrance tests 1. Application fee of INR 1200/- in the form
(CAT/XAT/MAT), followed by the Star Profil- of a Demand Draft in favor of
ing Test, work experience, academic record, ‘Aegis Aspire Consultancy Limited’,
and personal interviews. payable at Mumbai (This is only in case
you have not already paid the amount
Test Centers (For Star Profiling Test at the time of purchasing the prospectus)
and Personal Interview):
2. Photocopies of all mark sheets
Ahmedabad, Bengaluru, Bhopal, (Starting with standard X, XII, and
Bhubaneshwar, Chandigarh, Chennai, degree certificate)
Cochin, Coimbatore, Delhi, Gurgaon,
3. Transfer certificate, if applicable
Hyderabad, Indore, Jaipur, Jamshedpur,
Kolkata, Lucknow, Mumbai, Noida, 4. Photocopies of CAT/XAT/MAT score card
Patna, Pune. 5. Photocopies of Proof of Work Experience,
Eligibility Criteria: if any
Graduates in any discipline with 6. Identity Proof in the form of a Driver’s
minimum 50% marks from any university License/Voters ID Card/Passport Copy
recognized by the Association of Indian 7. Four passport-size photographs
Universities are eligible. Candidates in
their final year of graduation may also apply.
IMPORTANT DATES
How to Apply:
1. The Prospectus can be bought Last date of applying July 25, 2010
from select The Mobile Store outlets Star Profiling Test & To be informed
for INR 1200/- cash and Aegis Limited Personal Interview through mail/
offices against a DD of INR 1200/- website within
drawn in favor of “Aegis Aspire 7 working days
Consultancy Limited”, payable at post receipt of
Mumbai. Please find the city of completed
your choice to get the address of your application form
nearest outlet in the fees structure
Class commence August 20, 2010
leaflet inserted herewith.
2. Download the application form from
www.aegisglobalacademy.com, Mailing Address:
fill in the details, and mail the Please mail the Application Form,
completed form along with the accompanying documents, and the
required documents to the address Demand Draft to the following address:
given below along with a DD of
The Admissions Officer
Rs.1200/- drawn in favor of
Aegis Global Academy,
“Aegis Aspire Consultancy Limited”,
Institute of Customer Experience
payable at Mumbai.
Management,
3. Visit the Aegis Global Academy Essar House,
website to apply online. No. 5 Ammankulam Road,
P N Palayam,
Documents to be Submitted:
Coimbatore – 641 037
The application form should be duly filled in
its entirety and must be accompanied with
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®
COPC INC. STANDARDS IIM INDORE
“Customer Operations Talking about associating
Performance Center Inc. with the best in the industry,
(COPC® Inc.) is the world’s IIM Indore probably does
leading authority on customer contact not need any introduction.
center and vendor management operations. Established in 1996, Indian
The COPC® Inc. Family of Standards is the Institute of Management
most prestigious and rigorous measurement Indore is the sixth in the
system in the contact center industry and prestigious IIM family of management
the only proven set of global best practices schools. The institute was chosen to be
designed to reduce costs, improve set up in Indore to give an impetus to
efficiency, boost customer satisfaction, and management education in central India
increase revenues. COPC® Inc. is bringing and has ever since been acting as the
their knowledge and expertise to you by pioneer in the field of management,
delivering their highly sought-after interfacing with the industry, government
series- COPC® Inc. High Performance sectors and PSUs.The essence of
Management Techniques Training – 16 management, IIM Indore believes, lies in
modules of contact center management managing one's own ambitions and forging
best practices, benchmarks, and detailed ahead consciously. "A strong theoretical
“how to” training. Successful completion will foundation is the basis of good corporate
give you the tools and knowledge for how
practice." This principle, coupled with a firm
to run a high performance contact center.”
grounding in management as it is practised,
THE WORLD-RENOWNED is the underlying theme of the flagship
®
COPC FRAMEWORK Post Graduate Program (PGP). Spanning
two years the program is benchmarked
HPMT against similar programs of the best
Method of
Learning business schools in the world. Experiential
learning, IT orientation, and social
Best “Industry sensitivity are some of the unique features
Practices Benchmark” of the programs. IIM Indore involvement
would include academic sessions at
IIM Indore campus session by
 Customizing will share the “the best
IIM professors visiting the Coimbatore
practices “we have seen working with
1,200 customer contact centers in Campus and conducting live sessions
50 countries” involving VSAT and equivalent technology.
 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
 Provide you with excellent comparative 13
data and ideas for improvement