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Worked with an automobile company to standardize operations across India

The Task

The Client Company was facing challenges regarding the delivery of standardized customer experience across their several retail stores across India. They required standard operating procedures for their Shoppes and Centum Learning was chosen as the partner to work on the project.

The Solution

Centum Learning appointed 2 of their process consultants and 1 project manager to handle the assignment. The project manager prepared standardized Field Study templates for the field visits. The team members did a 13 man-days comprehensive field study at company outlets, competition dealers and automobile dealer networks in North, East, West and South of India. Prepared and presented a detailed field study report to the Client.

The field study was also a feeder to the solutions that was to be provided to the Client. The process consultants worked from the Client head office with Client SPOCs for development of SOPs. Benchmarking was done with the standard best practices being followed by the competition dealers of the company.

The Result

Centum Learning not only provided the client with the Standard Operating Procedures for enhancing the customer experience but also

  • Standardized the Job Descriptions of outlet staff
  • Prepared the standard organization structure at the outlets
  • Created the standard skill and knowledge requirements for the new hires
  • Developed grooming & hygiene norms of staff

All these steps worked towards the retail shoppes delivering a standardized customer experience across the country

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Centum Learning Limited

Neelgagan, Mandi Road, Sultanpur,

Mehrauli, New Delhi-110 030.

Fax:+91-11-46001111

CIN: U74120DL2007PLC158956

Tel: +91- 4588 1000 / 1200 , 4600 1100

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African Headquarters

Centum Learning Limited

Parkside Towers, VI Floor

Mombasa Road

Box No 73146 00200

Nairobi

TEL: +254 733 466436
+254 788 736382

Write to us

contactus.africa@centumlearning.com

Nepal Office »

Centum Learning Ltd.
6th Floor, Trade Tower Nepal,
Thapathali, Kathmandu
PIN: 44600, Nepal
Ph: +977 – 9801210590
Fax: +977 – 5111045

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