Our Center of Excellence (CoE) was established with the aim of improving the capability of the organization and the technicians in our partner network. Our focus is to continuously monitor the skill availability and design suitable programs to meet the ever changing needs. The COE specializes in development of standardized training content and delivery of training in various Indian languages. With over 30 man years of service management expertise, the COE has developed the Customer Service Management program primarily focused to the needs of the Frontline service technicians.

The COE has set the following objectives:

• Manage competency needs of the company workforce for current needs and build leadership capabilities for the future.
• Monitor the skill availability of the partner technicians and improve their capability through structured level based certification programs
• Develop standards based E Learning contents than can be delivered with minimal assistance.
• Deliver customer service management programs to the frontline technicians in Telecom, IT and consumer durables Industries.

At TVS-E we have a unique employee development program. Each employee owns an Individual Development Action Plan (IDAP) which is linked with skill requirements for achievement of individual goals. For a set of identified high performers, a Personal Growth Plan (PGP) that includes Coaching and Mentoring, other than IDAP, would be evolved for their needs.

The Training and Development program will focus on IDAP. There are five levels of training provided to employees. Educational, Company Basic, Function Specific, Self Development, and Management Development.

Company Basic programs include Communication, Presentation and Business writing skills, and Internal Company programs like Systematic Problem Solving, QC tools, and 5S. “TVS Way” will be part of the Company Basic programs, covering all employees in the cluster.

Function specific programs include Customer management skill, Negotiation skills, Project Management, Selling Skills and others like Inventory and Materials Management.

Opportunities for Self Development will be offered through Team Building and Leadership programs. Education support will be offered to select high performers to enable them to transform to the next level in the leadership pipeline.

Level based training

• All technicians to undergo 9 day (4 S+ 4T + 1E&C) Entry level module to qualify as certified technician – Level 1 - indicated as Basic
• Up to 2 vertical specialization – Level 2 - Intermediate indicated as
• Up to 3 vertical specialization – Level 3 - Advanced indicated as
• All the 4 verticals specialization – Level 4 – Expert Indicated as