PRACTICALS @ AGA

IN CLASSROOM

Retail Participants @ MGR Wholesale Market

Mr. Ole Hoyer, Energy Excel lance Inc.

Retail Participants @ Uzhavar Santhai

GRAMDARSHAN

Service Quality (SQ) Centre, Singapore

ISHA YOGAs Inner Engineering Program

for AGA Participants @ AGA Campus, Coimbatore

www.aegisglobalacademy.com

INDEX
Message from the President

Message from the Center Director

The Perfect Pedigree

Innovate. Lead. Repeat.

Mission Statement The Academys DNA

ICEM Advantage

10

Bringing Together the Worlds Best

11

(IIM Indore & SQC Singapore)

Creating a World Class Environment

14

Our Initiatives

15

Students Clubs

16

Customer Experience Paradigm

17

Course Structure @ Aegis Global Academy

18

Specializations

20

Business Analytics

21

Retailing

22

Telecom

23

Banking

24

Faculty

25

Internship & Placements

28

The Off-Campus Experience: A Home Away From Home

29

Harnessing Industry-ready Potential

30

Industry Speak

31

Students Speak

32

Coimbatore - A Cultural Hub, A Career Destination

33

Admission Process

34

Sleeve:
Application Form

Prospectus Batch of 2014

message from
the president
Hello there. Now get out there.
There's a high possibility that those will be the first
words you will hear at the Institute of Customer
Experience Management.
At ICEM, we believe that the best way to train our
student participants for the industry is by releasing
them from the confines of the classroom. The best way
to master the field is to enter it armed with not just a
degree but also with some real work experience.

Subir Ghosh, President - Aegis Global

Academy, a division of Aegis. His
experience spans nearly 28 years in diverse
industries like consumer products,
consumer durables, and the telecom and
retail sectors.
He brings with him a deep understanding
of the service industry, with a specific focus
on customer-experience management. He
has led functions like customer asset
management and corporate service
delivery. His previous experience includes
roles as Senior Vice President, Chief
Operating Officer and Chief Executive
Officer of service companies like BPL
Mobile, the MobileStore and Planet M.
Mr. Ghosh is a graduate of St. Xavier's
College, Calcutta, and has also attended
executive programs at the Harvard's &
Tuck School of Business at Dartmouth,
New Hampshire, and the Indian School of
Business of Customer Centricity, Customer
insights and Competitive strategy.
He is also a visiting faculty at The Indian
Institute of Management Indore &
Kozhikode where he teaches courses on
the science of Customer Experience
Management.
He is currently founder President of
world's 1st Institute of Customer
Experience Management an initiative of
Aegis Ltd which is a part of the Essar Group.
4

So while we have created an institute with state-of-theart classrooms, our curriculum keeps you out of it for
65% of your time. After all, our objective is that each of
our student participants steps out 100% employmentready.
It is an ambition that makes ICEM the only platform in
the world where customer management theory
translates into experience even before you leave the
campus.
So at the end of your 15 months with us, you do not just
hold a qualification but a superior understanding of the
emotions and subtle nuances of this dynamic industry.
As the services sector in India booms into a career hub,
we are here to make sure all our student participants
have a soaring professional graph waiting for them.
Let me sum it up by saying welcome to the end of
textbook philosophies.
Welcome to the beginning of your career.

Subir Ghosh
President, Aegis Global Academy

www.aegisglobalacademy.com

message from
the center director
The future corporate landscape belongs to customercentric organizations. The ICEM's agenda, to put
succinctly, is to create professionals for customercentric organizations. Thus, your role would be twofold. One is to help create customer-centric
organizations and help creating and managing
customer experiences. As pointed out in the foregoing
pages, ICEM's customer experience management
philosophy is built on 3Cs customer centricity,
customer experience and customer lifetime value. To
deliver these, we wish our participants to be CATS
great Communicators, sophisticated Analytical
Thinkers, humane Task Masters and exemplary
Service Champions, with CARE Career, Attitude,
Rigor and Experiential Learning
Making a Difference with
Mission First, Me Next Mindset
Welcome to the world's first Institute
dedicated to training professionals for
creating and managing customer
experience. What do companies across
the industries compete for? Market
Share? Mind Share? Margins?
21st century organizations compete for
mindshare which leads to better market
share. Margins, as everyone agrees, is a
function of several internal and external
factors. The smart companies (both from
manufacturing as well as service sectors)
across the globe have shifted their focus
outwards. They are in transition
(although several companies have
already shifted) from an insider-lookingout approach to an outsider-looking-in
approach. And that's how you see CoCreation being adopted by companies
like P&G, Ikea, etc, as propounded by
C.K.Prahlad and Venkat Ramaswamy in
Future of Competition.

Each of these components, when managed effectively

and efficiently, creates a virtuous cycle putting
customer experience in the forefront. Customer
experience is the sum of all experiences a customer
has with a supplier of goods or services. How can you
ensure customer experience is created and managed
across all the channels in and outside the company?
Positioned to create highly energetic,
knowledgeable, skillful and most respected with the
right attitude, professionals, ICEM's for-industry-byindustry curriculum enables the participants to
understand the value chains of several industries,
especially ITES, Retail and Telecom, and chalk out
touch points of customer experience management
that you would eventually be responsible for. Are you
ready for taking on the mantle? You may not be. But
the program would ensure you are 100% prepared for
taking on that all-important mantle.
Wishing you great learning experience at the
Academy

Dr. Nagendra V. Chowdary

Center Director, ICEM, Aegis Global Academy

Prospectus Batch of 2014

THE PERFECT PEDIGREE

THE ESSAR GROUP
For many the name Essar itself would be
enough. However, to put things into persepctive,
Essar Group is a multinational conglomerate
operating in the sectors of Steel, Energy, Power,
Communications, Shipping Ports & Logistics, and
Construction. Headquartered in Mumbai, in India,
Essar is a US$15 billion group operating from
across 20+ countries with more than 70,000
employees.

AEGIS LIMITED
A name of international repute in the world of
outsourcing services, Aegis is a leader in total
customer lifecycle management and an innovator
in customer care and acquisition for over two
decades. Aegis has a track record of introducing
innumerable process and technology innovations.
A track record that has earned Aegis the trust of
several Fortune 500 clients to manage their
customer interaction, back office, and other
routine business processes. Aegis began its
operations in the US and expanded its reach
across 50 locations worldwide with a workforce of
more than 50,000 employees cementing its
position as a global service leader. Aegis's areas of
expertise is extensive Heathcare & Insurance,
Financial Services, Travel & Hospitality,
Industrial/Technology, Consumer Products,
Telecom, and more.

OUR GLOBAL FOOTPRINT

www.aegisglobalacademy.com

INNOVATE. LEAD. REPEAT.

Being the world's first institute of customer experience management is not the only first we have to our
credit. Our 15-month Post Graduate Program in Business Management (PGPBM) is the only program that
also earns you practical work experience. Our syllabus breakup of 65% practice and 35% theory is also
innovative. And our aim of creating 100% employment-ready professionals is something we plan to repeat
year after year.

MINDSET
DEVELOPMENT

?
Certified Service

Professional
?
Certified Service

Leader

SKILL SET
DEVELOPMENT

?
Professional

communication &
Customer
Experience

KNOWLEDGE DEVELOPMENT

?
Industry Vertical

?
Foundation Course

Modules Covering
?
Banking
?
Retail
?
Telecom

in General
Management with
Customization for
Service Industry

?
Business Analytics

Designed & delivered

by
SQC, Singapore

Designed & delivered

by ICEM in
conjunction with
industry

Co-designed &
Co-delivered by ICEM
and leading industry
organizations

Designed &
delivered by
IIM Indore

35% THEORY

65% PRACTICALS

100% EMPLOYMENT-READY

BUSINESS ANALYTICS

NEW

We are proud to be the 1st Institute to introduce a unique specialization on customer

experience, based on a data driven analytics framework

Prospectus Batch of 2014

www.aegisglobalacademy.com

THE ACADEMYS DNA

To promote and enhance the culture of customer-centricity by equipping all persons across organization
levels engaged or wishing to be engaged in the Services Sector with the right mindset, skill set, and
knowledge / processes thus enabling them to individually and collectively contribute to the maximization of
customer life time value and profits.

mission statement

KNOWING + DOING

Rural Consumers Life Style & Behaviour

Professional Report Preperation
KNOWING

DOING

?
Core Courses
?
IIM Indore
?
Capstone Courses
?
Corporate Class Rooms
?
Industry Specialization Modules in

Retailing, Telecom, Analytics & Banking

?
Managerial Excellence

Customer @ Campus CASE, YCom,

Y2D, Money Matters, Lens & Lanes
?
HBS Case Studies
?
Consultancy Report and
White Papers
?
Industry Best Practices
?
Wise counsel from
Industry Veterans

?
SQC
?
Field Visits
?
Gramdarshans
?
ICE
?
SAP
?
Course Assignment
?
Cue Mart - www.cuemarticem.com
?
QMINE - www.qmine.org
?
Qmoney - www.qmoneyicem.com
?
Live Turn key Projects

1
4

DOING + BEING

Out of the Box Thinking

(Uncommon Solutions for Common Problems)

PEAS Model, 7As Approach & Pyramids Model

Work Ethics

Creativity

Service Attitude

Managerial competencies & Capabilities

Outsider Looking in Appraoch

Service Delivery, Best Practices and Etiquette

People Management

Strong Selling Skills

Team Work

Organizational Design

Servant Leadership

Broadening Industry Insights

Crisis Management

Relationship Skills

Empathy
Being a Roman in Rome

Multiculturlism
Service Delivery Proactiveness

BEING

KNOWING + BEING

Learning Attitude
Benchmarking with Best Practices
Self Assessment
Gap Analysis

R igour: The Program Strives for it.

I nsights: Obtained through all the experiential teaching Programs

Replacing the Old and Welcoming the New

Reality Checks

(Field visits, Gramdarshan, ICE, SAP Projects)

D ecisions: Effective Decision Making through HBS Case Studies

E xecution: Doing the right things rightly during all

THE SWEET SPOT

?
Communication Skills (CLAP)
?
PEARL
?
Behavioral Modification
?
Leadership Initiatives
?
Responsibility Metrics
?
Mentoring Capabilities (MILAN)

KNOWING + DOING + BEING

C

Customer Centricity

Uniqueness

Service Champions

Trust Worthy

Ownership Quotient

Mission First, Me Next

Empathy

Resilience

the field works and projects.

We Practice Perfection....... because for us........ Winning is a Habit

8

Prospectus Batch of 2014

ICEM ADVANTAGE
?
Oriented towards delivering the right blend of

mindset, skillset, knowledge & process, to

make contribution in the industry from day
one
?
Substantial interaction with top industry

leaders & practitioners

?
Curriculum tailor-made and vetted by leading

industry sectors like Banking, Financial

Services, Insurance, Telecom, Retail, FMCG, IT,
Research & Analysis
?
Unique course in terms of time allocated for

practice vis-a-vis theory, leading to strong

operating skills
?
General Management curriculum with

customization for specific industry verticals

?
The General Management program is designed

and delivered by IIM Indore. The program is

delivered through classroom sessions and
through live media stream. Faculty from IIM
Indore will be teaching the students at ICEMCoimbatore campus and also through video
conferencing.
?
The program includes a campus visit to IIM

Indore to attend classes as well as interact with

faculty there.
?
The program is highly interactive by design
?
A unique curriculum ranging across the aspect

of customer experience and lifetime value

management exclusively designed by Service
Quality Centre, Singapore, and taught by the
SQC faculty for the first time in India

10

www.aegisglobalacademy.com

BRINGING TOGETHER
THE WORLDS BEST
INDIAN INSTITUTE OF MANAGEMENT (IIM),
Indore
Talking about associating with the best in the
industry, IIM Indore probably does not need any
introduction. Established in 1996, Indian Institute
of Management Indore is the sixth in the
prestigious IIM family of management schools.
The institute was chosen to be set up in Indore to
give an impetus to management education in
central India and has ever since been acting as the
pioneer in the field of management, interfacing
with the industry, government sectors and PSUs.
Be it the pioneering concept of a Services
Industry-specific course or its radical 65%
practical internships approach, the Aegis Global
Academy Institute of Customer Experience
Management is unique in a lot of ways. And by
partnering with some of the most reputed, global
names, it took its distinction to another level.
From its specialized course content to the faculty
team, Aegis Global Academy ICEM has left no
stone unturned when it comes to providing you
the best. What all of this means to you is that you
get an incredible opportunity to imbibe
uncommon knowledge and worldly wisdom from
the best in the field and have the distinction of
being the select few to hold a certificate of such
stature.

The essence of management, IIM Indore believes,

lies in managing one's own ambitions and forging
ahead consciously. "A strong theoretical
foundation is the basis of good corporate
practice." This principle, coupled with a firm
grounding in management as it is practised, is the
underlying theme of the flagship Post Graduate
Program (PGP). Spanning two years the program is
benchmarked against similar programs of the best
business schools in the world. Experiential
learning, IT orientation, and social sensitivity are
some of the unique features of the programs.
IIM Indore involvement would include academic
sessions at IIM Indore campus session by IIM
professors visiting the Coimbatore Campus and
conducting live sessions involving VSAT and
equivalent technology.

11

Prospectus Batch of 2014

SERVICE QUALITY CENTRE (SQC),

Singapore
Service Quality (SQ) Centre Pte Ltd (SQ Centre) is
an international management consulting and
training company, with offices located in
Singapore, Malaysia, Indonesia and China. The

Impressive gamut of clients:

Public sectors/business consulting:
?
J Walter Thompson
?
Shell Petroleum
?
OTIS Elevator, etc
Information communications:
?
Tata Teleservices
?
BPL mobile
?
Nortel Network
?
Deutsche Telekom
?
Nokia
?
Motorola
Logistics/aviation/automotives:
?
Singapore Airlines
?
Vietnam Airlines
?
Abu Dhabi International Airport
?
Delhi International Airport
?
GMR-Hyderabad International Airport, etc
Banking & Finance/Insurance/Others:
?
ABN AMRO Bank
?
VISA, United Overseas Bank (UOB)
?
Standard Chartered
?
Citibank
?
American Express (AMEX)
?
Development Bank of Singapore (DBS)
?
Kotak Mahindra Bank (India)
?
Bank of China
?
Prudential Assurance
?
Procter & Gamble (P&G), etc
Retail & Hospitality/Healthcare:
?
Louis Vuitton
?
Hush Puppies
?
Shangri-la Hotels & Resorts, etc

12

Academy's unique curriculum in ICEM ranging

across the aspect of customer experience and
lifetime value management has been exclusively
designed by SQC. More so, its faculty is going to be
involved with the ICEM faculty, which will be a first
for India. The Academy's involvement with SQC
would involve lecture sessions by SQC faculty at
the Coimbatore campus and also role plays, live
cases, and video-based simulations, giving
student participants a rare opportunity to learn
and interact with one of the world's best. Further
student participants also have the option of doing
1 SQC model at the Singapore campus against
payment of a nominal additional fee.
What makes SQC the best is its hands-on
experience and expertise in assisting over 3,000
organizations from more than 20 countries
worldwide. SQC across its varied clientele has
helped improve the performance of
organizations, public and private, large and small
for over a decade.
SQC's believes in partnering clients to create
Service Quality and Innovation solutions that help
them to create customer value and develop a
culture that is customer focused and innovative.
They enable clients to adapt and gain a
competitive edge to meet the challenges of the
global marketplace in the changing knowledgebased economy.

www.aegisglobalacademy.com

LANDMARK INITIATIVES:
?
Partnered the Civil Aviation Authority of

Singapore to garner the Singapore Quality

Award (SQA) in 2003
?
Customizing several initiatives for Abu Dhabi

Airports Company (ADAC)

?
The iconic Singapore Girl of the Singapore

Airlines (SIA) is our symbol of quality customer

care and service
?
Designed a training program Transforming

Customer Service (TCS) for SIA

?
Designed a customized Trainer's Equipping

Program for Azerbaijan Airlines (AZAL), the

national carrier of Azerbaijan based in Baku
?
Training the Porsche staff worldwide
?
Developed the award-winning ShangCare III

hospitality module that Shangri-La Hotels and

Resorts, are renowned for
?
SQC trained all the service staff across Qingdao

during the 2008 Beijing Olympics.

13

Prospectus Batch of 2014

CREATING A WORLD-CLASS
ENVIRONMENT

24 x 7 WI-FI CAMPUS

At ICEM, we understand that to create industryready professionals, we need to create an

industry-like environmentan environment that
serves as a platform for young student
participants to engage and thrive in. We have
explored every possibility to make sure that we
provide the most engaging and enriching
experience while on campus.

NORDSTROM CLASSROOM

Wi-fi Campus: 24x7 connectivity anywhere across

the campus, empowering you to stay connected.
Recreation Centre: A fully-equipped recreation
centre for student participants to unwind from
their hectic schedules
Knowledge Centre (Library): A wide collection of
books providing you an incredible source of
knowledge related to the syllabus and beyond.

KNOWLEDGE CENTRE (LIBRARY)

Auditoriums: Two state-of-the-art auditoriums C K Prahlad & S N Ruia, designed keeping in mind
the best around the world
Cafeteria: An essential amenity that adheres to
world-class hygiene standards. A perfect balance
between catering to your taste buds and your
nutritional requirements.

HARDROCK CAF

C K PRAHLAD AUDITORIUM

14

www.aegisglobalacademy.com

OUR INITIATIVES

www.kovaikanmani.com

www.bloomingdaleenglish.com

www.coimbatorebooklovers.com

15

Prospectus Batch of 2014

STUDENT CLUBS

CASE endeavors to distill and instill the customer service best

practices as illustrated by Customer Service Champions.
The first step in learning to make a difference is to
understand the best practices to benchmark with and CASE is
an apt platform for bolstering such efforts.

Inviting customers from various walks of life, different social

strata, different cultural settings, different geographical
regions, different age groups, different professions to the
campus and interact with them primarily for understanding
their culture, buying decision process, expectations etc

Customer-Centricity professionals need to be creative in

personalizing and customizing an experience. Lens&Lanes is a
platform to shoot various customer experiences and learn
from them through a meticulous analysis.

MONEY MATTERs Club shall endeavor to equip all of us with

the Topics on Current and relevant topics in Economic,
Finance, A/cs, Legal and International bodies, Industry, BHouses, etc. which would be helpful in the exams and for life.

Health is Wealth after all. A healthy body is a definite

precursor to a happy mind. And a happy mind is a precursor to
an exceptional service delivery. The Academy encourages and
endeavors holistic physical fitness.

Communication is the most sought-after asset in any highperformance and high-growth career. And what better way to
achieve this than to practice and polish. Given that
exceptional communication skills would be the defining and
deciding factor, focused excel in them is a mandatory practice.

LET US POLISH YOU TODAY, SO THAT YOU CAN SHINE TOMORROW

16

Prospectus Batch of 2014

SPECIALIZATIONS
Post Graduate Program in
Business Management (PGPBM)
Leading to 15 Months of
Sharpening Potential
?
Specialisations consist of:
?
Business Analytics
?
Retail
?
Telecom
?
Banking, Financial Services &

Insurance

65% 35% 100%

practicals

20

theory

employment-ready

www.aegisglobalacademy.com

BUSINESS ANALYTICS
We are proud to be the 1st Institute to introduce
an unique specialization on customer
experience, based on a data driven analytics
framework. This specialization would prepare
students in careers in marketing & market
research, in Industries of any kind; especially
those that deal with a large mass of consumers,
like FMCG, Banking, Insurance, Telecom and
specialized market research and consulting firms,
that operate in this space.
Being extremely data and analytics oriented,
candidates would need to go through an
additional screening process, to determine their
ability & aptitude to do justice to the course rigor.
Eligible candidates for this program are Engineers
/ MCA / Statistics / Science graduates with
Mathematics.

(a)

Orientation to Data Maninging and

Business Intelligence

(b)

Advanced Statistics for Analytics

(c)

Analytics BIG DATA, Text Analytics &

Web Analytics

(d)

QMINE www.qmine.org

(e)

www.coursera.org

(f)

Market Research and Productive

Analytics

(g)

Data Modeling & Campaign Analytics

(h)

Analytics CEM Applications with

Touch Points

Welcome to the happy world of Analytics, QminE. QminE is an initiative of Aegis Global Academy's Class of 2012's
Analytics specialization students'. The next three decades shall be the age of analytics, as many corporate pundits
prophesize and what better way to embrace this impending change than to delve into it to make a difference.
QminE is a platform to make Analytics simple for everyone who wants to either know or use. It's not an ivory-tower
science after all. It's fun. Playing with data and flying with analysis. The philosophy of QminE is to, enable effective
decision making through discernible data sets and data points
If running any business is all about making decisions, how to make better decisions. One often-cited way is through
data-driven decisions. Data by itself, as everyone would agree, has no impact on business decisions unless
accompanied by insightful analysis. How do we get insightful analysis? Through analytics. Analytics can therefore be
an important tool for making better decisions.

21

Prospectus Batch of 2014

RETAIL
The Indian retail industry is divided into organised
and unorganised sectors. Organised retailing
refers to trading activities undertaken by licensed
retailers, that is, those who are registered for sales
tax, income tax, etc. These include the corporatebacked hypermarkets and retail chains, and also
the privately owned large retail businesses.
Unorganised retailing, on the other hand, refers to
the traditional formats of low-cost retailing, for
example, the local kirana shops, owner manned
general stores, paan/beedi shops, convenience
stores, hand cart and pavement vendors, etc.

(a)

Retail Management: An Overview

(b)

Retail Supply Chain Management

(SCM) & Logistics

(c)

Retail Management: Store Operations

(d)

CUEMART www.cuemarticem.com

(e)

Store Operations & SCM (based on

field visits & special projects)

(f)

Strategic Retail Management

(g)

Operational Retail Management

(I)

Sales and Distribution

Cue Mart is a retail venture initiated by Aegis Global Academy's and The World's First Institute of
Customer Experience Management's retailing specialization students. Based on an unique model of
'Zero Inventory Model' this venture primarily helps to cater to the daily needs of all the inmates of ESSAR
House in Coimbatore. It helps to expand the horizons of retailing learning for the retailing students.

22

www.aegisglobalacademy.com

TELECOM
The Indian telecom industry has witnessed
significant growth in subscriber base over the last
decade, with increasing network coverage and a
competition-induced decline in tariffs playing
facilitators. The growth story and the potential
have also served to attract newer players in the
industry, with the result that the intensity of
competition has kept increasing, forcing the
telecom operators (telcos) to look for cost-cutting
measures. One such measure has been the hiveoff of telecom tower related operations into
separate companies to allow for greater operating
efficiencies and tower sharing. The attractiveness
of the telecom tower industry, given the
aggressive network rollout plans of the telcos, has
led to the entry of several companies in the fray.

Fundamentals of Telecom Industry

?
Telecom Industry Outlook
?
Value Added Services
?
Telecommunication Regulatory Issues
?
Telecom Billing - Fundamentals
?
CDMA, GSM - Data Services, GPRS and Various

Billing Fundamentals
Telecom Operations I
?
Revenue Assurance Fundamentals
?
Telecommunication Technologies for Sales and

Marketing Professionals
?
Business Support Systems (BSS)
?
Operational Support Systems (OSS) Solutions
?
Impact of MNP

Telecom Operations II
?
Retailing
?
CEM
?
Infrastructure

Global Telecom: Best Practices

23

Prospectus Batch of 2014

BANKING
The last decade has seen many positive
developments in the Indian banking sector. The
policy makers, which comprise the Reserve Bank
of India (RBI), Ministry of Finance and related
government and financial sector regulatory
entities, have made several notable efforts to
improve regulation in the sector. The sector now
compares favourably with banking sectors in the
region on metrics like growth, profitability and
non-performing assets (NPAs). A few banks have
established an outstanding track record of
innovation, growth and value creation. This is
reflected in their market valuation. However,
improved regulations, innovation, growth and
value creation in the sector remain limited to a
small part of it. The cost of banking intermediation
in India is higher and bank penetration is far lower
than in other markets. Indias banking industry
must strengthen itself significantly if it has to
support the modern and vibrant economy which
India aspires to be. While the onus for this change
lies mainly with bank managements, an enabling
policy and regulatory framework will also be
critical to their success.

24

(a)

Accounting and Finance for Bankers (DBF)

(b)

Commercial Banking in India: A

Beginners Module (NCFM)

(c)

Financial Markets: A Beginners Module

(NCFM)

(d)

Banking Sector Module (NCFM)

(e)

Securities Market: Basic Module (NCFM)

(f)

Insurance Module (NCFM)

(g)

Mutual fund: Beginners Module (NCFM)

(h)

QMONEY www.qmoneyicem.com

(i)

Capital Market Operationsm(DSP

Blackrock)

(g)

Principles and Practices of Banking (DBF)

(h)

Legal and Regulatory Aspects of Banking

(DBF)

(i)

General Insurance Module (IRDA)

(j)

Life Insurance Module (IRDA)

(k)

Mutual Fund Distributors Certification

Examination (NISM)

www.aegisglobalacademy.com

FACULTY
Dr. Nagendra V. Chowdary
Director & Faculty
Ph.D, M.Phil, M.Com
He comes with 20 years of teaching,
research, consulting and
institutional building experience.

Mr. Subir Ghosh

President & Faculty
He is an industry veteran with 28
years of experience across diverse
industries like consumer products,
consumer durables, telecom and
retail sectors, with a special focus on customerexperience management

Mr. Sanjay Rawat

Dr. Sandhya Rani C.

Head International Business &

Faculty

Faculty

MBA, PGD Management

She has 5 years in managerial

experience and 3 years of training
and teaching experience.

An Industry Professional with over

12 years of experience.

Ph.D, MBA

Ms. MOU DUTTA CHOUDHURI

Mr. ARUN PRASAD G S

Faculty

Faculty

Ph.D, PG in Linguistics

B.Sc. Computers

She comes with over 10 years

experience in training and
development

He comes with 10 years of experience

in Telecom, Retail & FMCG.

Mr. SRIKANTH

Mr. Venkatesh S.

Web Developer & Faculty

Trainer & Consultant

MCA

He is a specialist in OB & OD
initiatives, particularly in design and

He has 5 years of experience in Web

Developing.

delivery of training programs

Dr. R Chandrasekhar Menon

Dr. R Chandrasekaran

Visiting Faculty

Visiting Faculty

Ph.D, Masters in Sociology and

Economics

Ph.D, MIE, MBA

He comes with 31 years of

experience in industry research and
consulting.

He comes with 16 years of experience

8 in academics, 6 years as ISRO Scientist and 2 as General Manager
Operations in PRICOL

CA V SREERAMAN

Mr. V RAJESH

Visiting Faculty

Visiting Faculty

FCA, CWA, CS, MS, Dip OR, PGDHRM,

Sahitya Ratna
Has been engaged in academics since
1991; Practising Chartered
Accountant; Corporate Trainer; Subject Matter Expert;
Corporate Advisory Service; Financial Advisor

Retail Consultant, Trainer & Author,

Out Of Syllabus & The INDIAN
reTALEs. He is an active trainer and
guest faculty in Marketing, Retailing,
Service delivery and related fields.

25

Prospectus Batch of 2014

Mr. K L. Bhaskaran

Mr. Sekar Sriram

Visiting Faculty

Visiting Faculty

BE, MBA

Founder and Certified Corporate

Trainer and Corporate Events Coordinator at GENERALPIX

He has 36 years of Management

experience.

Dr. Venkatesh Parthasarathy

Mr. SUNJAY DAS

Visiting Faculty

Visiting Faculty

Ph.D., Masters in business

administration.

MBA

A rich experience in Analytics.

Mr. VIJAYA RAGHAVAN

Mr. Giridhar Krishnamurthy

Visiting Faculty

Visiting Faculty

M.Sc., CAIIB

18 years of HR experience across

Manufacturing, BPO, Telecom
Service and Sales organizations.
Specialize in improving operational
efficiency in HR.

45 years of experience in Banking,

Training and Teaching.

Mr. ANAM MUMTAZ

Ms. MADHUMITA GHOSH

Visiting Faculty

Visiting Faculty

6 years of industrial experience in IT

Sector.

10+ years of good industrial

experience in Analytics Sector.

Dr. Buck P Tang

Mr. Saifuddin

Visiting Faculty, SQC Singapore

Visiting Faculty,
SQC Singapore

Specializing in the area of customer

experience leadership and
m a n a g e m e n t , D r Ta n g h a s
developed and delivered service
quality related training and
consulting interventions to more than 400 companies.

26

Professional with 13 + years of

experience in Administration and
Strategic Planning.

15 + years of experience in
develop and deliver service
quality related training programs.

www.aegisglobalacademy.com

IIM INDORE FACULTY DETAILS:

Faculty

Subjects Taught

Prof. Gaurav Singh Chauhan

Corporate Finance

Prof. Bhavani Shankar

Marketing Research

Prof. Debdatta Pal

Economics

Prof. Hasmukh Gajjar

Operations Management

Prof. Arvind Shatdal

Organizational Behaviour

Prof. Ravindra S Gokhale

Statistics for Management

Prof. Ragupathy M B

Financial Statement Analysis

Prof. Sabita Mahapatra

Services Marketing

Prof. Patturaja Selvaraj

Human Resource Management

27

Prospectus Batch of 2014

INTERNSHIP & PLACEMENTS

12 weeks Internship in the related industry.

INTERNSHIP @ AEGIS GLOBAL ACADEMY

Exposure to the real corporate environment.

Internship is an integral and important part of

Aegis Global Academy's Post-Graduate Program in

Aegis Global Academys Post Graduate Program in

Business Management (PGPBM) is a 15-month

Business Management (PGPBM). While the first

program where the onus of learning would rest

12 months of the program should have exposed

with the student. A lot of effort would need to be

each of the participant to various facets of

put in to prepare for each session. Every course

functional areas of management (relating to

has various evaluation components such as the

individuals, groups and company-wide

following:

perspectives), the 3 months of internship would

?
Class Participation and Role plays
?
Quizzes and Case Studies

give each of the participants a wider and bigger

canvass that should ideally be a window to each
participants career. It is a platform to explore,

?
Individual and Group Assignments

engage and be entrusted. The performance at

?
End Term Examinations

internship is ticket to a successful corporate

The pedagogy for each course is determined by

the course faculty in consent with the Director and

career.
The internship's overarching philosophy is

based on the overall guidelines of Aegis Global

"Making a Difference" with "Mission First, Me

Academy.

Next" mindset. Each of the participants would do

everything possible to make a marked difference,

Advantage Services Sector. Advantage You.

?
Assured internship in leading companies.
?
Top student participants assured placements

together with their combination of competencies

(knowledge, skills, capabilities, etc) and character
(attitude, work ethics, work culture, conduct, etc).

in Essar Group companies - Minimum two

assured interviews in leading National and
International Banks, Insurance Companies,
Telecom Companies, Retail Companies, etc.,
for all successful candidates.

28

PLACEMENTS @

www.aegisglobalacademy.com

THE OFF-CAMPUS EXPERIENCE:

A HOME AWAY FROM HOME
At Aegis Global Academy, we believe that a

?
Fully furnished air-conditioned bedrooms with

student's personal study space goes a long way in

appropriate fixtures & attached washrooms.

shaping his or her professional attitude. That is

?
Comfortable living rooms with TV, center table,

why we pay special attention to the student

participants who leave their home to study with
us. Separate off-campus facility provided for boys
and girls, all packed with modern amenities:

sofas, group study table, etc.

?
Kitchens come loaded with microwave oven,

refrigerator, purified drinking water and more.

?
All accommodations are Wi-Fi enabled.

The off-campus experience includes breakfast,

Lunch and dinner.
In addition to these amenities, you will find
something you would never associate with other
hostels and even executive hostels: You will find
warmth and that familiar feeling only home can
give you. Walk in someday and you will know.

29

Prospectus Batch of 2014

HARNESSING INDUSTRY-READY POTENTIAL

65%

of our curriculum is based on industry

experience. Because we know that the world's

best faculty, the world's best amenities,

is

nothing in comparison to actual hands-on,

ground level experience when it comes to the
dynamic Services Industry. So at Aegis Global
Academy, we have lined up some of the leading
companies to make sure that you gain the most
out of your industry experience. You will get the
opportunity to intern with the leading companies
of the sector you choose to specialize in. The
internship will be a step to the eventual
acceptance in theses verticals based on your flair
and aptitude for the job.
The curriculum has been developed for the
industry, by the industry. These industry
partnerships are designed to give you exposure
that will custom train you to take up managerial
jobs in leading industry verticles like Telecom,
Banking, Insurance, IT, FMCG and more.

30

the
curriculum
has been
developed
for the
industry,
by the
industry

www.aegisglobalacademy.com

INDUSTRY SPEAK

M Balasubramaniam,

Raja Achanta,

Director, Brookefields Estates P. Ltd.

Dell Services

Glad that I accepted to visit the Academy. Very

impressed with the vision and the infrastructure. Do
hope that the academy trains students, to contribute
very useful to society, and spread happiness to
maximum people, for maximum time.

Got to witness a very innovative learning paradigm,

perhaps one of its kind in India. Excellent infrastructure,
diverse student population, is exceptionally worth
mentioning. It's just a start, under Dr. Nagendra's
tutelage, the academy will reach the apogee.

Swami Samarpananda

Uday Bhate, nmore

A thing well begun is half done. The institute has started

on the high notes of energy, focus and vision. Its success
and recognition will come galloping very soon.

I found the students to be very committed & hard

working. Wish you the very best & hope to see this
Institute grow to great heights.

Padmashri Dr. G Bakthavathsalam,

Dr. Ruben Berrocal Timmons

Chairman, KG Hospital, K G Colleges, KGISL

National Secretary and Minister Science Technology and

Innovation SENACYT, Republic of PANAMA

Excellent facility and wonderful Teachers. Wish them

good luck in nation Building activity.

Neeta Nagar, IIM Indore

It is a great experience to interact with the students and
see their enthusiasm. I am especially impressed with
the institute's infrastructure. My best wishes to the
director and his staff.

I Look forward to working with your Brilliant Institution.

Pattabhiraman G,
Head - Solutions Delivery Group, Corporate & Global Market
Operations, INDUSIND Bank

Fantastic students, bright with ideas & to the point

questions. Best wishes to ICEM & its students. Look
forward to meet again.

31

Prospectus Batch of 2014

STUDENTS SPEAK - CLASS OF 2013

Prasanya P.

Ravi Raghava

The colloquial mantra taught at ICEM is Knowing,

Being & Doing. This is practiced thoroughly, through
applying every theory and concept learned, in practice
continuously. The excellent infrastructure available at
the campus and hostel, acts as a strong enabler to a
state-of-the-art learning environment for aspiring
managers.

I consider myself very fortunate, to be a part of the

world's first Institute of Customer Experience
Management, where the focus of learning is on the
practical and theoretical aspects of business. My
experiences at the academy, and my admiration and
respect for my teachers, who have laid a strong
foundation to my career, shall be treasured forever

prasanya.p@aegisglobalacademy.com

ravi.raghava@aegisglobalacademy.com

K Yogeswari

The industry based specializations at the academy,

taught with emphasis on practical exposure, are the
driving factors for us, to become industry-ready
professionals. I always pat myself on my decision to
enrol at Aegis Global Academy.
yogeswari.k@aegisglobalacademy.com

Jaytika Saharan

I am grateful to the entire community at ICEM, for their

continuous efforts in creating an excellent learning
environment, that provides rich exposure and
encourages individuality and creativity. Being a part of
the academy, never ceases to amaze me on the massive
development on my skills, knowledge and personality. I
will cherish every moment spent at ICEM
jaytikasaharan@aegisglobalacademy.com

Gokula Krishnan

At ICEM, we live each day as though it is the last day of

our lives. Yes! We are continuously encouraged to be
creative and keep learning the practical way. The
institute strongly emphasises, on us starting our own
ventures, according to the industry specialization. It's
here that we experiment and implement everything,
taught to us thro' various channels.
gokulakrishnan.sa@aegisglobalacademy.com

Sneeha P

After completing my graduation, I wanted to pursue a

post-graduation in management from any reputed
institute, that would provide interactive and innovative
learning methods. I was under the impression, that this
type of education was not available in India, until I came
to know about ICEM from a family friend. The learning
and exposure at ICEM gave me no second thoughts,
while choosing a world class institute for my studies.
Sneeha.P@aegisglobalacademy.com

32

WELCOME TO THE MANCHESTER OF SOUTH INDIA

www.aegisglobalacademy.com

COIMBATORE:
A CULTURAL HUB. A CAREER DESTINATION.
THE ZEPHYR TOWN
There is a very good reason why ICEM is located at
Coimbatore. Nestled on the banks of river Noyyal,
Coimbatore is the third largest city in Tamil Nadu.
Rich with greens and oozing with culture, it is a
perfect holidaying destination with temples,
sanctuaries, and hills all around. Along with its
proximity to famous hill stations like Ooty, Coonoor
and Kodaikanal, Coimbatore is surrounded by the
Western Ghats making it an incredibly pleasant and
scenic city. The multilayered city houses magnificent
churches, temples, and mosques. The Madhumalai
and Annamalai wildlife sanctuaries are home to
some majestic creatures. Of course, Coimbatore
would not be complete without its ancient lakes
which are an ideal habitat for some of the most
exotic species of fauna in the world.
THE INDUSTRIAL HUB
Coimbatore over a period of time has earned a
reputation for being one of the greatest industrial
cities in Southern India. Coimbatore today is the
highest revenue earning district in Tamil Nadu. Its
growing number of engineering and automobile
firms, educational institutions and service and
hospitality industries has won it the nickname Manchester of South India. With more than 25,000
small, medium, large sale industries and textile mill,
Coimbatore today is a major industrial hub. Some of
its major industrial achievements include
?
Tirupur is home to some of Asia's largest garment
manufacturing companies, exporting hosiery
clothes worth more than Rs. 50,000 million
?
The city is the second largest software producer
in Tamil nadu, next only to Chennai
?
Maruti Udyog and Tata Motors source up to 30%
of their automotive components from
Coimbatore
?
The city also houses numerous jewelers engaged
in jewelery exports
?
Wind Energy major Suzlon has planned to set up a
foundry & machine shop in Coimbatore
?
Hansen Transmission, a Belgian Company which
manufactures gearboxes for windmills is setting
up a plant here with an investment of Rs 940 cr
?
Coimbatore is also called as the pump city of
India. The motor and pump industry supplies two
thirds of India's requirements, while its wetgrinder industry has a near monopoly

With its development as a major industrial zone,

Coimbatore as a city has excellent connectivity with
the rest of the country.
AIR:
Peelamedu Airport is the nearest airport to the city.
The airport is located 10 km from the city centre.
Major airlines operate fights between Coimbatore
and New Delhi, Mumbai, Madras, Calcutta, Cochin
and Bangalore.
RAILWAYS:
There are two railway stations at Coimbatore. They
are the Coimbatore Junction Railway Station and the
Podanur Junction railway station. These stations are
connected by daily trains from Madras, Calcutta,
Cochin, New Delhi, Mumbai and Bangalore.
ROADS:
The city of Coimbatore is well connected by roads
and has a well developed road network. Three
National Highways that passes through the City are
National Highway Nos. 47, 67, and 209. Buses are
available for Interstate travel from the Central Bus
Stands situated at Gandhipuram.

CONNECTING COIMBATORE:
Chennai:

490 km

Ooty:

98 km

Kanyakumari:

450 km

Tirupati:

535 km

Mudumalai:

75 km

Kodaikanal:

170 km

Kochi:

190 km

Madurai:

215 km

Bangalore:

325 km

Vellore:

360 km

33

Prospectus Batch of 2014

Student loans available subject to eligibility

ADMISSION PROCESS
Admissions are based on the overall score obtained on
entrance tests (CAT, XAT, MAT), followed by the work
experience, academic record, presentation (given
topic) and personal Interviews. Student participants
who have not appeared for above entrance test could
undergo ICEM Aptitude Test.

Documents to be Submitted
The application form should be duly filled in its entirety
and must be accompanied with the following
supporting documents to the above mentioned
address:
1.

Application fee of INR 1200/- in the form of a

Demand Draft in favor of "Aegis Aspire Consultancy
Services Limited", payable at Mumbai. (This is only
in case you have not already paid the amount at the
time of purchasing the prospectus or payment
made online thro our Payment Gateway).

2.

Photocopies of all mark sheets (starting with

standard X, XII, and degree certificate)

3.

Transfer certificate, if applicable

4.

Photocopies of CAT/XAT/MAT score card

5.

Photocopies of Proof of Work Experience, if any

6.

Identity Proof in the form of a Driver's

License/Voters ID Card/Passport Copy

7.

Four passport-size photographs

Eligibility Criteria:
Graduates in any discipline with minimum 50% marks
from any university recognized by the Association of
Indian Universities are eligible. Candidates in their final
year of graduation may also apply.
How to Apply:
1.

2.

3.

The Prospectus can be bought from all Aegis

Limited offices across India, by paying an amount
of INR 1200/- only in cash/ DD, drawn in favour of
Aegis Aspire Consultancy Services Limited, payable
at Mumbai. Please find the city of your choice & the
relevant address from our website
www.aegisglobalacademy.com
Download the application form our website
www.aegisglobalacademy.com, fill in the details,
and mail the completed form along with the
required documents to the address given below
along with a DD of Rs 1200/- drawn in favor of
Aegis Aspire Consultancy Services Limited,
payable at Mumbai.
Visit our website www.aegisglobalacademy.com,
submit online application & also pay the
application fee of INR 1200/- thro the Payment
Gateway. Send across the filled downloaded form
alongwith the required documents, to the address
given below.

Important Dates:
Last date of Application

March 31st 2013

Personal Interview

Every prospective student

has to appear for his / her
final interview at the
Academy and go through
the two-stage interview
process

Classes commences

34

July 2013

Mailing Address
Please mail the Application Form, accompanying
documents, and the Demand Draft to the following
address:
The Admissions Officer,
Aegis Global Academy,
Institute of Customer Experience Management,
Essar House, # 5, Ammankulam Road,
P N Palayam, Coimbatore 641037
Landmark: Lakshmi Mills Junction,
Opp. Bharti Airtel (Off. Avinashi Road),
Board no.: +91 422 6651 100
Admission Office no.: +91 422 6651 106 / 07 / 108
Fax: +91 422 6651 125

Fees Structure:
Tuition Fee

` 500,000/-

(Inclusive: Course material and taxes)

Hostel Fee

` 125,000/-

(Lodging, breakfast, dinner and taxes included)

Specialization Fee
(only for Analytics and BFSI participants)

` 25,000/-