City

1
City Guilds interface with the ITeS Industry

• Presentation by
• Ravi Pillai

2
Vision

• Make India the Back Office of The World

• Up the value chain
• Cost Leadership
• Quality and competitiveness
• Risk Mitigation

3
The Growth Challenge
Domain Expertise
Benchmarking
Human resource
Value proposition
Training
Infrastructure
Competition
ITeS Industry
Supply side Pressures
Demand side Pressures
Structure
Security
Increase skill manpower Pool
Costs
Quality
Tier II Cities
Leaner Structure
4
The Way Forward

• Move-up the value chain
• Increase domain knowledge
• Gain expertise at various levels and develop
  niches
• Maintain the cost arbitrage
• Infrastructure Costs
• Tier II Cities
• HR/Manpower Costs
• Expand Skilled manpower base
• Benchmark against the best practices
• Leaner Structure More Line functions than staff
  (reduce recruitment/training costs)
• Reduce time shop floor
• Reduce Attrition
• Security
• Use certified manpower, Use Technology, Benchmark
  Security practices

5
Current syndrome ???
Trespass at your own risk,
you may be recruited !!!
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Universe of needs
IT SKILLS
HANDLING DIFFICULT CUSTOMERS
CONFLICT HANDLING
TELEPHONE SKILLS
CUSTOMER SERVICE
CULTURAL SENSITIVITY
DOMAIN KNOWLEDGE
INTEGRITY
SELLING SKILLS
COMMUNICATION
RESPONSIBILTIY
ATTITUDE
FOREIGN LANGUAGES
STREET SMART
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Hierarchy of Needs
Domain Specific 2 Investment and Business
research, Automotive R D and Designing,
Customer Analytics
Company Specific Product training
Domain Specific 1 Data entry, transaction
processing, digitization,
Generic 2 Security, Work Environment, Team
Management, Conflict management, Other
Languages, Concept Selling
Generic 1 Customer Service, Communication
Skills, Numeracy, Keyboarding, Sales, Culture
sensitization, Selling skills, Telephony skills
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Model

• Clearly defined benchmarks
• Hierarchy of Qualifications
• Modular Structure
• On-site training and testing
• Psychological testing and counseling
• Onward route for progression

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Paths to Progress
FINANCE
Generic Skills II
Generic Skills I
Customer Service
Keyboarding
Concept Selling
Numeracy
Domain Knowledge II
Domain Knowledge I
Investment Research
Accounts receivables
Customer Product training
On the job
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Certification ???
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Benefits to Industry

• Increased competitiveness
• Lesser manpower/HR costs
• Sustained improved quality
• Increased pool of Skilled manpower
• lesser need for poaching
• reduced costs of recruitment and training
• Reduced Attrition
• due to progression routes available
• Enhanced customer satisfaction/Quality
• workforce benchmarked to international standards
• Improvement in performance and profitability
• Enhanced productivity and efficiency
• Method of enhancing security
• Easy identification of employee training needs
• methodical progression

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Benefits to Candidates

• Well defined career progression
• Systematic method to acquire generic and
  specialized skills and knowledge
• Flexibility of vertical as well as horizontal
  growth
• Circumvention of lesser language abilities
• Wider employment opportunities for greater
  numbers

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Roll-out capacities

• Phase 1 Generic Level 1
• Immediate launch in NCR of Delhi, Mumbai, Kolkata
  and Chennai
• 6 more cities within 3 months
• Phase 2 Generic Level 2
• Launch in 4 Metros within 3 months
• 6 more cities by March 2006
• Phase 3 Domain Specific Level 1in select domains
• Launch by March 2006
• Phase 4 Domain Specific Level 2 in select
  domains
• Launch by June 2006

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About City Guilds

• Worlds leading awarding body in the field of
  vocational skills
• Established in 1878
• Awarded 1.3 mn certificates last year across the
  world
• A Not-for-Profit organization committed to
  promotion of vocational skills
• Presence in over 120 countries
• Set National Occupational Standards in many
  countries

(Commercial but ploughs back all surpluses into
promotion of vocational skills)
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About City Guilds

• Offer over 500 Vocational Qualifications across
  22 Occupational Areas
• Areas include Agriculture, Healthcare,
  Construction, Travel Tourism, Hospitality,
  Engineering, Manufacturing, Retail, Hair Beauty
  Therapy, IT, etc.
• Synonymous with highest quality occupational
  standards and world class quality assurance
  system
• Works at various levels including Employers,
  Government, Training Institutes, Colleges
  Schools