1. 1 Copyright © 2014 Tata Consultancy Services Limited TCS Confidential | Do Not Distribute Customer Value Framework Dec, 2014 iON Learning Exchange Gabriel John

2. 2 Customer Statements - Value Improvement We have converted our classrooms to glass-rooms with faculty, parents & students interacting and collaborating with one another on-line 1 Students at our Institute interact year-long with Industry on projects, academic experiments. This has helped achieve a placement record to 100% 2 Experts of other Academic Institutions are mentoring our students and helping them with doubt resolution & special topics of Industry relevance 3 Our students collaborate with International Institutes over projects, research thesis and white papers and are truly global resources today 4 Our students learn better due to 24X7 accessibility of lecture content from international Ivy League Colleges & Institutes of National Importance 5 Our students across campuses in India get the same quality of teaching and learning support. Best lectures are recorded and made available for all 6

3. 3 Customer Value Statements – Cost Efficiency Since the last two years we have stopped printing the college/ school diary. We must have easily saved a minimum 100 trees every year. 1 All our Industry guest lectures have gone online with Video. Today there are no last minute cancellations and we save money too! 4 We are moving to a 90% less-paper Institution. We have moved all internal exams, assignments, notices, circulars etc., online. 2 We have saved around 25% on faculty travelling costs this year. All our faculty meetings across campuses happen on-line now. 3 We do not have to keep multiple copies of books now in our library, thanks to our E-Book repository. Student can access any book 24X7 across India. 5

4. 4 Customer Value Statements – Service Delivery Thanks to reports and analytics of all internal exams and feedback sections, we are able to understand and address teaching quality issues across India 1 Our teachers save evaluation time by conducting all internal exams on LX. Now zero time and effort on evaluation & totaling of AB’s. 2 After a test, teachers give personalized feedback and specific score based revision material to students without any effort. Students then can revise and improve their performance 4 Teachers are able to create challenging questions papers each semester by sharing a common question bank across campuses. Student are now better prepared for boards 3 Our online learning communities help students resolve all their doubts with one another and wherever necessary teachers & experts help-out 5 Our Institution runs teacher training programs with book Authors and other experts all through the year with self-paced learning programs 6

5. 5 Customer Value Statements - Risk Mitigation We are running all internal exams across all 8 campuses in the most secure way and have eradicated all QP leakage related challenges 1 Over the last six months, there have been zero student complaints either for evaluation or totaling errors for all internal exams at our Institution 2 Students never miss out on any announcement, notice, event or exam date declaration -thanks to our private communication channel which is synced to mobile and tablets 3

6. 6 Customer Value Statements Board/ Univ We send all our circulars, notifications & announcements to affiliated colleges without using a single paper. No more complaints of missing communication. 1 Our exam board has published all semester and annual exam dates and students will get important mobile alerts and updates on changes if any 2 Our academic board is able to provide teacher training to all affiliated (incl. rural) colleges continuously and resolve curriculum related queries instantly. 3 We are able to showcase all our initiatives to MHRD / State Education Dept., on a continuous basis through our affiliated college community report 4 We are able to help to provide quality lectures in video to colleges/ schools so as to ensure quality of teaching in all locations 5

7. 7 Customer Value Statements We engage with students directly from Day 1 with on-line content and lectures and this has helped us to know actual enrolments 1 Our staff hear student grievances directly and resolve them instantly 2 Our academic board is able to provide teacher training to all study centre staff continuously and improve delivery quality across geographies. We also resolve curriculum related queries instantly. 3 Our students can access course material and supplementary E-Books on the move 4 Our students can take practice tests, receive feedback and doubt resolution support from University 5 Distance Learning

8. 8 Customer Value Statements Our Study Centers get learning outcome dashboards to benchmark their performance against peers 6 We are able to create a campus feel for students through this social learning community. Now students have an alumni and other support systems. 7 We have reduced by 25% our costs of printing books and providing supplementary material for students 8 We have eradicated costs related to communication with students and parents 9 Our students across India have access to the same quality of teaching, academic and placement support 10 Distance Learning

9. 9 Customer Value Statements Finally we have access to a captive student based on a platform which is engaging them on academics 1 We are able to suggest students specific supplementary material/ test packages etc., based on their internal exam reports and subject analytics. 2 With our content being truly engaging with on-line learning aids, students do not shift to other content options 3 We are able to get real time data on content usage of our students and we are able to work on the right content development areas 4 Photocopying of our text books has reduced by 25% as linear content consumption has shifted to interactive and immersive learning 5 Publisher

10. 10 Customer Value Statements We provide training and also solution keys to faculty who use our books for teaching, at no extra cost 6 Our students have access to 24x7 content and doubt resolution support 7 Our content marketing costs have come down by 50% with this direct entry to colleges 8 We conduct content authoring workshops with authors from across the world without the challenges of visa and air tickets!! 9 Publisher

11. 11 Customer Value – real time!! Your search for E-book/ Course/ Test ‘X’ results made available in 10 secs You could create your math quiz in 5 min using the Q Bank (532 unused Q’s) Your test has been administered and results were published at 2.45pm Score comparisons for Quiz 7A for all students completed in 7 min 42% of students have participated in the ‘Student Satisfaction’ online survey &.. Your Video cast has been watched by 3425 students Your cross campus score comparison reports were created in 5 minutes

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