Customer Education Outsourcing Opportunity Assessment

PROMOTE REPEAT CUSTOMERS

Your organization has the opportunity to increase customer satisfaction, drive repeat business, and raise direct revenue by providing an efficient and comprehensive customer education program. A services provider with deep experience in customer education, such as NIIT, can help you determine how to raise training revenues, increase training quality, and decrease training costs.

Our Opportunity Assessment Engagement benchmarks the effectiveness of your program and recommends opportunities for improvement. The assessment delivers:

Summary of Business Objectives:

A prioritized summary of the business objectives that you have for outsourcing/out-tasking customer education. For each objective, we will identify specific metrics and targets.

Analysis of Current State:

We will analyze the current state from several perspectives:

a.	Business Performance: We will use your data to summarize historical business performance in terms of volume of training delivered, revenue realized, and costs.
b.	Target Audience Segmentation: We will determine how you segment your target audiences for training and identify the volume of training provided to each segment.
c.	Training Offering: We will summarize what training offering is currently provided to each target audience segment and your current plans to extend that offering.
d.	Development System: We will identify how you currently plan, develop, and maintain curricula, including staffing levels, roles, and responsibilities. We will identify volume levels and approximate costs.
e.	Delivery System: We will identify how you currently schedule, conducts, and evaluate training, including staffing levels, roles, and responsibilities. We will identify volume levels and approximate costs.
f.	Business Planning System: We will identify how you currently plan your training offering and manages results.

Benchmarking against industry practice:

We will benchmark each aspect of the current state against industry practice. We will summarize the areas of opportunity that surface.

Proposed Approach:

We will propose how you can better achieve your business goals by outsourcing/out-tasking all or portions of customer education. Specifically, we will propose:

Recommended changes from current approach: Based on the benchmarking results, we will suggest specific improvements to your current approach. These improvements may address:

i.	Proposed training build plan: We will recommend a build plan for extending your training offering as required to meet the business objectives. (Note: in some cases, limited or no extensions may be required)
ii.	Sales approach: We will propose changes to your existing sales approach including new market opportunities, new customer segments, integration with other sales efforts, incentive program changes, channel sales recommendations, etc.
iii.	Delivery vehicles: We will recommend options for delivering training services to existing and new markets
iv.	Administration: We will recommend changes to training administration that will enhance you efficiency and improve management reporting accessibility, timeliness and accuracy.

Sourcing approach: We will propose whether you should in-source or out-source each process in scope.

Team organizational structure: We will propose an organizational structure to most effectively and efficiently address key strategic and tactical issues.

Implementation Plan:

a.	Initiative Roadmap: We will provide a high-level implementation roadmap. This plan will explore the quality, quantity and nature of training that should be available by the you over the coming years.
b.	Preliminary Transition Plan: We will provide a proposed approach to how NIIT will assume elements of your training operation based on what you and NIIT agree to have outsourced by NIIT.
c.	Balanced Scorecard: Providing success metrics on multiple dimensions, we will provide goals for your training business for the immediate and mid-term future.

Preliminary Business Plan:

We will provide a pro forma of your training business over a three year period. This will include revenue projections, cost considerations, product expansions and delivery modifications.

770-290-6065

businessimpact@niit.com