Centum Learning is adjudged as

one of the ‘Top 15 Emerging Leaders in

Training Outsourcing’ 2009 Worldwide.

LEARNING & SKILL BUILDING PARTNER

www.centumlearning.com

About our
CEO and
Executive Director
Sanjeev Duggal, with his sterling leadership qualities and
entrepreneurial flair, has established Centum Learning to
build a large pool of competent professionals for multiple
sectors of the Indian economy. His experience and vision is
largely instrumental in transforming many leading corporates
into learning organisations, where engaged and skilled
employees provide the key competitive advantage. Under his
leadership, Centum Learning has emerged as the learning
arm and a strategic partner for leading corporates to
enhance business results. He is also a permanent invitee at
the Airtel Management Board meetings.
During his past tenure, he has led India’s premier training
and consulting organisation, which spearheaded several
initiatives aimed at creating employability skills in the
country. Sanjeev has received many honors and accolades
including Udyog Rattan Award from the Institute of
Economic Studies. He served as a jury member for the CSI
National IT Awards 2003-2004 and was recognized for
“Creating Corporate Advantage in Global Economy” by the
Delhi School of Economics.
01 www.centumlearning.com
Dear Friends,
Greetings from Centum Learning! Given the empirical evidence that suggests, learning and
development is essential to the long-term growth and
I come across Annual Reports of many organisations stability of organisations, it is imperative to recognize that
stating that the company’s key competitive advantage has a robust and comprehensive human capital strategy could
been the intellectual capital of its employees. Now over be the most effective strategy, especially when “learning” is
60% of the jobs demand skills and competencies of well not viewed as a stand alone function, but instead targeted
trained employees. Therefore, it is an undisputed fact that to specific business results.
human capital is critical to organisation’s financial
performance. The financial impact resulting from strategic
investment in learning and development is also well
documented in several reputed research studies.
Centum Learning, armed with more than 400 learning and
development specialists with over three decades of
experience in building competencies of over 1,00,000
people year on year, offers premium learning and skill-
building solutions for enhanced business performance.
Based out of 23 locations, Centum Learning is geared to
McKinsey & Company: The companies that scored
handle complex large scale roll-outs successfully for
in the top 20% of our talent management index
multiple role holders.
have on average 22% points higher returns to
stockholders than their industry peers
I believe it is critical for all successful organisations to build
a competitive advantage through training & skilling human
Accenture: The study measured the overall business
resources and link enhanced employee productivity directly
impact of the learning function:
to business gains. I am confident that Centum Learning’s
Sales per employee – 27% greater
learning solutions will enhance your business performance
Revenue growth – 40% greater
and help sustain business growth in a highly complex
Income growth – 50% greater
business environment.”
American Society for Training and Development:
Average five year return in stock market value Best regards,
related to company’s training investment
Top 50 firms produced – 86% return
Bottom 50 firms produced – 19% return
Sanjeev Duggal
Source: ROI on Human Capital Investment by Michael E. Echols
CEO and Executive Director

Overview
In today's dynamic business environment,
‘people skills’ and ‘innovative learning
solutions’ are critical for both personal and
organisational success. An organisation's
performance hinges on its ability to hire,
retain and groom the best talent in a highly
complex business environment.
Are you looking for a strategic business
partner who would revolutionalise the concept
of talent management and bring about
measurable and sustainable organisational
change through offering world-class learning
and skill-building solutions?
Introducing
Centum Learning Limited
Centum Learning Limited (earlier: Bharti
Learning Systems Limited) provides
end-to-end learning and skill-building
solutions to several large corporates.
It provides solutions that impact
business performance through
enhanced employee productivity,
customer profitability and effective
talent transformation.
Focused on ‘People and Processes’,
its solutions cover the entire spectrum
ranging from Learning Process
Outsourcing, Custom Content
Development, Training through Blended
Learning Programmes, Executive
Coaching, Performance Coaching to
Process Management and Certification.
It also focuses on building industry
specific skills at the entry level.
Our Vision
To be the most Admired Learning and Skill Development Partner,
Enabling Sustainable Transformation.
Centum Learning’s unique strength lies in
its rich experience in the learning and
development domain across different
industry verticals. With more than 400
learning and development specialists
located pan India, Centum Learning
currently works with Airtel and other Bharti
Group companies like Bharti AXA Life
Insurance, Bharti AXA Investment
Managers, Bharti Retail, Bharti Infratel,
Bharti Wal-Mart and Bharti Foundation to
provide sustainable competitive advantage
in a dynamic business environment.
Besides, Centum Learning partners a host
of leading organisations such as American
Express, Genpact, Maruti Suzuki, PepsiCo,
HCL, Cummins, LG, JCB, Deutsche Bank,
Motilal Oswal, Blue Dart, Kaya, CEAT,
Everest Industries and AXIS Sales etc.
Centum Learning Limited 02
 Our Our
Differentiators Approach
One of the ‘Top 15 Emerging Leaders in Training Outsourcing’ 2009 Worldwide 1 Understanding the client requirements

Strategic business partner to Airtel, third largest in-country mobile operator in the World 2 Developing the appropriate learning solution
Implementing role based learning plan, customised content,
A part of the Bharti Group, India’s leading business conglomerate 3 performance coaching, training and certification

Enhanced productivity of more than 1,00,000 employees within the Bharti group itself 4 Monitoring business impact

Over 400 Centum Learning certified Learning and Development Specialists

Provides Learning Solutions to several other Fortune 500 companies

Present in 23 locations across India

Created more than 7,500 hours of world class Learning Content

Cutting edge research and subject matter expertise

Diverse learning methodologies including Experiential Learning

Focus on Process Excellence

03 www.centumlearning.com
 ®
CLCEIM
Centum Learning ENABLERS IMPACT

Customer Experience People

Business Impact
®
Impact Model Vision
Processes
• Technology Led
• People Interface Customer Impact
- Internal
The Centum Learning Customer Experience Impact - Customer Engagement
Service Customer Impact
Model® (CLCEIM®) addresses domains that are core Strategy Delivery Experience Measurement
to impacting Customer Experience. This model has Partnerships People Impact
both internal as well as external focus which looks
Policy • Business Associates
• Strategic Partners
into dimensions like the organisation, its
relationships and infrastructure on one hand and Environment Impact
Infrastructure
the impact of the organisation and its services at
various 'touch points' on the other. The model
explores the impact further and examines the
INPUTS ON LEARNING, INNOVATION & RENEWAL
process of reinvention based on the feedback
captured in Impact Measurement studies.

Elements of the CLCEIM® Model
The CLCEIM® model is divided into two parts - Enablers and Impact with Service
Delivery interlinking the two. In essence, Customer Experience is perceived to be a
function of:
1. Vision, Strategy and Policies: This is determined by the organisational
leadership and defines the direction and practices as well as the components of
the articulated and 'understood' reward and consequence mechanism. The
'Interpreted Direction®' of the organisation emerges as a result of this element.
2. Once the vision, strategy and policies have been laid down, other enablers for
Customer Experience comprise:
i People: This is the 'human' element of the experience and areas such as
knowledge, skills, adaptability, creativity, education, learning and attitudes
play an important role. People undoubtedly play the biggest role in the area
®
of 'Impact Point '.
ii Processes: These are further classified into Technology Led Processes and
People Interface Processes. The technology led processes deal with the
customer facing processes such as an IVR as well as the back office processes
such as procurement and logistics. The People Interface processes involve
internal Service Level Agreements - 'Customer People Contact Processes
(CPCP)®'. CPCP deals with both pre as well as post purchase interface.
iii Partnerships: Customer Experience is also a function of productive
relationships which ensure superior product development and
delivery.
iv Infrastructure: Organisational infrastructure determines easy
accessibility and greater efficiency of people and processes, which
in turn, plays a decisive role in determining the service quality.
3. The next stage begins when the customer experiences the service.
The resultant impact is reflected in the following forms:
i Business Impact: This is measured in business results such as
revenue, billing, profitability, order value and the like.
ii Customer Impact: This is measured in terms of customer
satisfaction, churn, repeat business, testimonials and
word-of-mouth.
iii People Impact: This is measured in terms of employee satisfaction
levels, success of partnerships and other business relationships,
inter organisational functioning and efficiencies.
iv Environment Impact: This is measured through competitive
analysis, market analysis, stakeholder impact and brand equity.
Centum Learning’s role in implementing CLCEIM® Model
Centum Learning addresses the following elements of the CLCEIM® model.
1. Vision, Strategy & Policy: We conduct Executive Coaching and Facilitative
Sessions for the leadership team, aimed at defining and facilitating effective
implementation of the Vision, Strategies and Policies.
2. Enablers for Customer Experience:
i People: We address the entire spectrum of learning and development
solutions, leveraging our rich experience across different industry verticals.
We have also successfully partnered large number of organisations on
Customer Experience projects.
ii Processes: We have qualified process consultants with multi-domain process
expertise. They have extensively studied process methodologies advocated by
Six Sigma, Juran, Deming and Phil Crosby and then contextualised the same
for the Indian market. This input forms the base for 'People Process
Mapping® (PPM)' model.
3. Impact Measurement: We define and implement specific processes and
approaches to measure impact and obtain actionable feedback across all areas
defined in the CLCEIM® Model.
Post measurement of impact, we have the expertise to facilitate and redefine
organisation wide initiatives aimed at enhancing the Customer Experience.

Centum Learning Limited 04

 Our Learning Process Outsourcing

Learning and
The Learning Process Outsourcing (LPO) helps clients analyze, transform and continually
improve their organisations’ learning processes and capabilities. This multi-stage
approach allows for clear decision-making, seamless transformation, rapid transition
and increased business impact with measurable results. Combining the business

Development Solutions partnering focus and the strategic training assessment analysis provides a unique edge
to the LPO solution.

Leadership Development Programmes

Leadership Development programmes from Centum Learning enhances empowerment,
analytical skills, creativity, strategic thinking and entrepreneurial orientation of the
top-management. Such programmes facilitate managing self, organisation and
building interpersonal skills in a constantly changing environment.

Management Development Programmes

Management Development programmes from Centum Learning develops requisite
managerial skills at different levels, which are crucial to working in an inter-disciplinary
team and fostering innovative partnerships for complementary interventions. The
programmes have a dual focus – ‘Managing Self’ comprising self assessment and
development and ‘Managing Others’ where peer feedback and Experiential Learning
play a major role.

Experiential Learning Programmes

Experiential Learning programmes from Centum Learning take a holistic learning form
that combines various modes of learning such as classroom training, psychometric tool
based learning, outbound programmes and one-on-one coaching. Such programmes
help participants to understand and apply new found knowledge, skills and perspectives
within a single learning initiative. It explores the human interplay of the individual with
self, others and the environment.

05 www.centumlearning.com

Competency Based Learning Programmes
Competency Based Learning programmes from Centum Learning focus on the integral
development of competencies in a flexible learning process. These programmes define
the required knowledge, skills and attitudes to become successful in the envisaged field
of work. It includes identifying the competency framework, conducting assessments as
well as designing and deployment of a comprehensive development plan.
Change Management Programmes
Change Management programmes from Centum Learning facilitates in adapting to
dynamic business environment and aligning to diverse customers’ needs. The
programmes seamlessly weave learning into organisations’ operations, in a manner,
that positively impact employees’ acceptance of change and enhance their customer
service orientation to consistently deliver brand promises.
Customer Service Enhancement Programmes
Customer Service Enhancement programmes from Centum Learning are research-
validated to yield significant gains in service efficiency and customer satisfaction. The
programmes focus on attitude, skills and processes in domains like internal customer
care, customer care in telesales environment & big picture thinking. These, in turn,
create moments of truth for client interfacing teams.
Sales Effectiveness Programmes
Sales Effectiveness programmes from Centum Learning enhance ‘influencing skills’
required for consultative sales or major account management, customer retention skills,
telesales and proposal writing skills. Industry specific skill building for different verticals
such as FMCG, consumer durables, financial services, insurance, showroom sales and
telecom is a unique feature of such programmes. Sales management and channel
management also form a part of Sales Effectiveness programmes.
Team Building Programmes
Team Building programmes from Centum Learning enhance personal, interpersonal,
and group effectiveness skills. The programmes are designed to understand the
importance of working together, develop an insight into the behavioral dynamics of self
and others and sharpen skills to work effectively as members of a team. Team synergy,
team bonding and an energized team environment are the key takeaways.
Psychometric Profiling
Psychometric Profiling from Centum Learning provides an objective method for
assessing candidates and understanding personal development needs. Each assessment
is specifically designed to measure competency for various roles. It provides a clear and
compelling focus for personal or organisational development.
Need Diagnostic Study
Need Diagnostic Study from Centum Learning uses a mix of qualitative and quantitative
research techniques to understand gaps related to people and processes towards
achieving business goals. It reveals gaps with respect to knowledge, attitude or skills,
that when addressed, would lead to higher business outcomes.
Centum Learning Limited 06
 Our Partial
Client portfolio
Automobile Banking & Financial Services Professional Services Information Technology
Maruti Suzuki India American Express Services India Ernst & Young Microsoft
Goodyear India Deutsche Bank Genpact India IBM India
Hero Honda Motors HSBC Blue Dart Infosys
CEAT India Standard Chartered EXL Services Wipro BPO
TVS Motors Motilal Oswal Securities Times Business Solutions Avaya Global Connect
Western Union Money Transfer Monster.com India Computer Sciences Corporation India
Consumer Durables ABN Amro Firefly e-Ventures Fidelity
Kotak Life Insurance Full 360 Hewlett Packard India
LG Electronics India
Bank of America NIIT Technologies
Samsung
Tata AIG Infrastructure and Engineering HCL Technologies
Everest Industries
Bharti AXA Thales International India
Delhi International Airport
Pathway
Media Alstom
FMCG iYogi
JCB India
Hindustan Times
PepsiCo India Holdings Shapoorji Pallonji
Dainik Jagran
Business Standard
Perfetti Van Melle India Rolls Royce Others
Pernod Ricard India (Seagrams) Bharti Infratel RPG Enterprises
Star News
Mother Dairy Fruit & Vegetable Escorts Construction Equipment Kaya Clinic
Wrigley India Tata Steel Siemens
Pharmaceuticals Del Monte Bharti Foundation
Ranbaxy Laboratories
Roche Diagnostics India

07 www.centumlearning.com
 Our
Valued
Associations
Simitri Group International
Centum Learning in collaboration with Simitri Group
International, Singapore offers high end training, coaching
and consulting solutions for the senior management working
with leading corporates in India.
Simitri Group International is a Training, Coaching and
Consulting organisation which has presence in Singapore,
Bangkok, Hong Kong, Kuala Lumpur, Seoul, Shanghai and
Tokyo.
Our customised training solutions hone the skills that
individuals and teams need, to succeed in today’s business
environment while our one-on-one executive coaching
equip executives with powerful skills, insight and knowledge.
Similarly, our consulting solutions are designed to be
practical, cost effective and result-oriented focused on
meeting the needs of our clients.
The Center for Leadership Studies Always in Style
Centum Learning in partnership with the Center for Leadership Studies, Inc. Centum Learning is the sole
offers a variety of products and services that range from self and peer representative for Always in Style (AIS)
assessments and 360° degree feedback to packaged training in India.
programmes or tailored on-site workshops. These programmes enhance
skills needed by managers, supervisors, coaches, team leaders and individual Always in Style is an international
contributors to be successful in their respective roles. organisation specialising in corporate
image, retail training programmes and
The Center for Leadership Studies, Inc., established by Paul Hersey, has personal profiling software application.
trained over eleven million people around the world during the last four Headquartered in the U.S., it has
decades. Dr. Paul Hersey’s pivotal research around influence and behavior presence in 17 countries.
led to the development of the Situational Leadership® Model, which has
eventually become the basis of the most prevalent leadership system in the Under this partnership, programmes like
world. Corporate Training (Successful Style),
Retail Sales Training, Image Consulting
Besides, concepts used in these models revolve around influencing skills and Training, AIS Proprietary Personal
lend themselves most effectively to areas like parenting, selling and Profile Application for personalised
customer service as well. image and style advice are offered to
corporates.
Centum Learning Limited 08
 Enhance your LEADERSHIP DEVELOPMENT PROGRAMMES
business performance LEARNING PROCESS OUTSOURCING MANAGEMENT DEVELOPMENT PROGRAMMES

with the most powerful EXPERIENTIAL LEARNING PROGRAMMES

learning solutions COMPETENCY BASED
LEARNING PROGRAMMES CHANGE MANAGEMENT PROGRAMMES

We are keen to demonstrate how our learning and CUSTOMER SERVICE ENHANCEMENT PROGRAMMES
development solutions can enhance your business
performance and employee productivity.
SALES EFFECTIVENESS PROGRAMMES PSYCHOMETRIC PROFILING
Call or write to us at contactus@bharti.in and we will
fix up an appointment with you within 48 hours.
TEAM BUILDING PROGRAMMES NEED DIAGNOSTIC STUDY
LEADERSHIP DEVELOPMENT PROGRAMMES
LEARNING PROCESS OUTSOURCING MANAGEMENT DEVELOPMENT PROGRAMMES

EXPERIENTIAL LEARNING PROGRAMMES

COMPETENCY BASED
LEARNING PROGRAMMES CHANGE MANAGEMENT PROGRAMMES
CUSTOMER SERVICE ENHANCEMENT PROGRAMMES
SALES EFFECTIVENESS PROGRAMMES PSYCHOMETRIC PROFILING

TEAM BUILDING PROGRAMMES NEED DIAGNOSTIC STUDY

09 www.centumlearning.com

Contact us at:
Corporate Centre:
Centum Learning Limited, Neelagagan, Mandi Road, Sultanpur,
Mehrauli, New Delhi - 110 030.
Tel: +91-11-46001100 / 101, Fax: +91-11-46001111
Other Offices:
Centum Learning Limited, 5th Floor, Bascon IT Park, 56/L
Venkatanarayana Road, T. Nagar, Chennai - 600 017.
Tel: +91-44-42791303 / 271, Fax: +91-44-42791394
E-mail: contactus@bharti.in | Website: www.centumlearning.com
Centum Learning Limited, Interface, Building No 7, 5th Floor, New Link
Road, Near Goregaon Sports Complex, Malad (W)
Mumbai - 400 064.
Tel: +91-22-40030261, Fax: +91-22-40156886
Centum Learning Limited, Maruthi Infotech Centre, 11/1 & 12/1, Block
A, West Wing, Koramangala Inner Ring Road, Amarjyothi Layout,
Bangalore - 560 071.
Tel: +91-80-41265022 / 41100100, Fax: +91-80-41100100
Conceptualised by Communications & Brand, Centum Learning Limited.
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