Embed or link this publication
Description
Centre Operation Manual
Popular Pages
p. 1
centre operation manual cadd centre training services private limited international business no.91 dr.radhakrishnan salai mylapore chennai 600 004 india tel +91 44 4596 6100 www.caddcentre.ws 1[close]
p. 3
table of contents s.no 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 chapter/section objective of the manual organization chart of cadd centre group organization chart of training services division heirarchy of fracnchisee centre terms of reference and responsibilitis activites direct marketing enquiry handling scheduling and implementation of classes administration of centre certification hardware maintenance requisition of courseware accounts handling recruitment other procedures course fee payment terms and conditions feedback process reports training meetings data security procedures page 3[close]
p. 4
list of annexures s no 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 annexures customer data sheet student feedback form student identity card course material purchase order course material issue register certificate requisition format course fee receipt class room schedule machine room schedule provisional certificate daily collection report staff attendance movement register library register monthly training report performance review report page 4[close]
p. 5
objective of the manual t his manual provides comprehensive details relating to the running day to day functioning of cadd centre training centre the aim of this manual is to act as a guide you on all aspects related to the working of the training centre and thereby enabling you to run the centre effectively and efficiently 5[close]
p. 6
cadd centre training services managing director ccts business international business support logistics business global support centres development india other divisions dream zone www.dreamzone.co.in synergy www.synergysbs.co.in skillease www.skillease.co.in 6[close]
p. 7
franchisee owner centre manager leader -technical accounts administration placement coordination student welfare counsellor in house sales team corporate /institution sales marketing communication 7[close]
p. 8
terms of reference responsibilities 1 terms of reference responsibilities of centre staff centre head reporting to expected skills an experienced individual with high level of maturity and communication skills must have a number target orientation human skills to motivate and manage the team members must have the fire in the belly and can do attitude promoter general responsibilities day to day operations of the centre running the centre as a profit centre specific duties complete supervision running and administration of the centre as an independent profit centre responsible for the maintenance of facilities and equipments in the centre ensure that discipline is maintained among staff and students ensure that classes and training programs are conducted as per announced schedules to plan strategies for the growth of the centre and implementation the same liaison with corporate office for all requirements related to running the centre like course material training programs marcom schedules etc oversee all accounts handling operations and report to promoter recruitment of staff for the centre as per the guidelines laid by the corporate office ensure timely completion of appraisals of centre staff maintain a high level of communication with corporate office send all reports to corporate office on time to conduct internal meetings for centre staff to keep them informed of their well being and future plans ensure that a high up time is maintained for centre hardware facilities ensure that executive customer services/leader staff are periodically updated on administration /technical issues required for effective running of the training centre nominating the staff for ita training certification time to time keeping corporate office informed on the market information time to time to handle marcom activities on continuous basis to handle pr activities for the location with prior approval from corporate office working closely with the press to get a maximum mileage brand building 8[close]
p. 9
sales manager centre head reporting to expected skills a sales person with experience is selling services a strong and positive attitude hard working must be a team player must have good leadership skills and communication skills specific duties finalizing sales activities for the centre preparing the sales plan for the coming year quarter month week to assign targets to the sales team and motivate them to achieve the same should take complete responsibility of these team both functionally and administratively make follow up calls along with the executives individually wherever required to have full control and understanding of all the major accounts in the territory to review the sales regularly and improve on weaker areas constantly keep the centre head informed about the collection on a daily basis reviewing the target achievement on a regular basis sales executive sales manager reporting to expected skills a fresh experienced individual willing to travel extensively willing to visit customers make cold calls house calls door to door selling must have a number target orientation an individual with good communication presentation skills responsibilities to take up a target in the beginning of the month to make field calls to consolidate prospects list and follow up to close sales and register the students to report on a daily basis to the sales manager to maintain daily sales report and monthly sales report as per formats to maintain a higher ratio of target vs achievement 9[close]
p. 10
executive customer services counselor centre head reporting to expected skills lady with a pleasing personality good communication skills must be a team player must have target orientation creative innovative computer literate knowledge of the industry general responsibilities respond to prospects and advise them on suitable training programs offered at the centre specific duties to respond sensitively to all walk-in and telephonic enquiries and follow-up to complete the admission procedures for all students and update the admission form accordingly issue receipt against payment of fee received from the students collect installments payable from students and update the payment register to co-ordinate with leader/centre head and announce the course schedule for the new courses at least a month in advance inform all the prospects about the course commencement date maintain the stock of course material available at the centre to prepare monthly marketing reports to be sent to corporate office contents of counselor s kit course brochures course schedule for the next 2 months price list customer data sheet fee receipt books course material sample certificates corporate order copies caddzoom 10[close]
p. 11
leader centre head reporting to expected skills an engineer with 2 3 years of experience at cadd centre an engineer with experience and has the passion for teaching must be a self learner and strong in fundamentals specific duties assign classes to the instructors at the centre schedule the timings and duration of the courses to prepare the instructors theory and lab schedules and ensure that the centre staffs are kept informed about the changes in schedules to ensure smooth functioning of classes at the centre to ensure that courseware is distributed in the beginning of the training program to ensure that the following monthly reports are prepared and discussed with centre head technical manpower utilization during the month equipment status during the month course progress during the month any offset changes etc feedback on courses instructors and courseware ensure that examinations are conducted in a timely manner and that the examination feedbacks should be discussed with students requisition of course completion certificates for students from the centre head in consultation with the centre head ensure that the instructors are trained on administrative/technical issues that are necessary for running the centre effectively to collect and assimilate the feedback from the students about the instructor conduct internal instructors meetings at the centre to discuss the progress of various classes and technical developments to review the performance of instructors along with the centre head to build the team and team spirit 11[close]
p. 12
engineer customer care instructor reporting to the leader expected skills an engineer or an architect or a graduate with required skills team player with passion for learning and teaching must be a good communicator specific duties to conduct classes as per schedule ensure that all students update the attendance register ensure that training programs are conducted with a high level of professionalism ensure that hardware complaints are logged whenever a hardware problem is noted collect courseware feedback from the students and forward them to the leader conduct module examination for classes assist the centre head in marketing training programs to students assist the executive customer service by providing demonstrations to all the prospects participating in all marcom activities of the centre communicate the customer feedback and the training to the leader ensure that hands on sessions are conducted as per schedule and guide the students to complete their projects on time cross check and sign the project work book 12[close]
p. 13
2 activities advertising responsibility centre head all advertising campaigns will be carried out by centres in consultation with corporate office all format design of advertising campaigns should be forwarded to corporate office for approval before release to give the feedback on the advertisement response to corporate office all advertising requirements will be forwarded by the centres to corporate office the approved art work and logos should only be used to make visiting cards letterheads hoarding banners paper inserts news paper advertisements sign boards name boards posters etc direct marketing responsibility centre head the counselor/executive customer service/sales engineers/sales executive in co-ordination with the centre head should initiate direct marketing activities monthly the following activities house calls mail shots banners and hoardings poster etc are to be executed by centres format or design of all publicity/promotional material should be sent in advance to corporate office for approval before release database database is a collection of names and addresses from various telephone calls walk-ins demo at colleges exhibitions seminars and other marcom activities the scope of the data base could be expanded to include friends and relatives of existing students house calls the direct marketing executive should meet the potential customers at their residence the customer should be made to understand that it is another opportunity for him to have a direct one to one discussion with cadd centre s executives the names of the potential customers can be obtained from an existing data base maintained by the in-house sales team 13[close]
p. 14
mailer campaign mailers should be sent to students from a central database maintained by the in-house sales team the letter should highlight the advantages and benefits of pursuing a training program with cadd centre and invite the prospective student over to the centre to discuss career related issues mailers should also be used as reminders or to inform the course schedule or special offers etc banners and hoarding banners and hoardings could be put at places where student population is likely to exist such as busy commercial centres market places residential colonies etc we could also obtain it at the best price posters posters should be pasted all over the town especially near colleges office complexes and bus stops prior permission should be obtained from the local municipality corporation for doing the same presentations presentations should be made in colleges industrial these presentations should be well planned and announced well in advance presentation material about the company and the courses offered should be prepared well in advance posters should be pasted and handbills distributed where the announcement of such presentations would create the maximum awareness the database of these shows can be used for house sales mailers etc corporate sales activities sales executives have to be continuously in touch with the industries contacting the end users and decision makers activities at institutions corporate houses frequent visits to colleges and institutions should be made to build a rapport with the management thereby obtaining permission to contact kep knowledge enrichment program for the benefit of the students to take part in college cultural programs as a sponsor or 14 sites should be booked well in advance from an agency in order to ensure that the best sites are used and[close]
p. 15
conduct various competitions corporate houses should be approached for conducting technology appreciation programs tap these programs should be conducted for each product line this will definitely benefit us in long term kep awareness program conducted for students to know about the product tap this program enables corporate to know what is latest products developments in the industry which can be implemented to productivity enhancement at centre activities to conduct activities like quiz workshops etc to motivate students and to create a lively atmosphere these should not be a one-time activity but should be scheduled on a monthly basis this will help us give a feel good factor to the students and they will in turn serve as `word of mouth marketing hand bills/inserts handbills should be distributed at cross-roads colleges etc to announce training schemes and improve awareness handbills could include a feedback or a special scheme handbills should be distributed as newspapers inserts in colonies and offices all promotions and marketing should be done only in the specified territory for the centre enquiry handling responsibility executive customer service a counselor guides and suggests courses to prospects customers taking into account their aspirations and matching those to a suitable course offered at the training centre 1 counseling is an important activity for the centre prompt and effective handling of the enquiry will determine the centre s ability to attract students 2 when a prospective customer approaches a centre the customer should be made to feel comfortable and the counselor should receive the customer in a pleasing manner 15[close]
Comments
no comments yet