C&K’S

Off-the-Shelf
Courses Catalogue
Converting Content into Actionable Knowledge!

: Corporate Office :
C&K Management Limited
Career Centre, 1-8-303/48/12,
Prenderghast Road, Secunderabad - 500003, INDIA.
Tel: +91-40-6676 5000 / 01, Fax : +91-40-27893725
Email: sales@cnkonline.com

: Branch Office :

Bangalore | Chennai | Mumbai | New Delhi

Middle East | USA www.cnkonline.com
 COURSES CATALOGUE
Converting Content into Actionable Knowledge!

1.Basics of Business ............................................................................................................................................................................. 4

2. Creativity and Innovation ................................................................................................................................................................... 5

COURSES
CATALOGUE
3. Motivating - The Right Way .............................................................................................................................................................. 6

4. External Customer Orientation - Basics ......................................................................................................................................... 7

5. Internal Customer Focus .................................................................................................................................................................. 8

6. Basics of People Management ....................................................................................................................................................... 9

7. Consulting Mindsets .......................................................................................................................................................................... 10

8. Consulting Models ............................................................................................................................................................................ 11

9. Continuous Improvement ................................................................................................................................................................. 12

10. Making a Team Work ...................................................................................................................................................................... 13

11. Problem-Solving Tools & Techniques - Basics .......................................................................................................................... 14

12. Problem-Solving Tools & Techniques - Advanced ..................................................................................................................... 15

13. Finance for Non-Finance Executives .............................................................................................................................................. 16

14. Basics of Human Resource Management ...................................................................................................................................... 17

15. Basics of Marketing ........................................................................................................................................................................... 18

C&K’s Off-the-Shelf Courses Catalogue 2

 COURSES CATALOGUE
Converting Content into Actionable Knowledge!

16. Basics of Information Management ................................................................................................................................................. 19

17. Basics of Services ............................................................................................................................................................................. 20

COURSES
CATALOGUE
18. Two-Wheeler Riding – The Safe Way.............................................................................................................................................. 21

19. Communicating the Right Way ...................................................................................................................................................... 22

20. Quality Management ....................................................................................................................................................................... 23

21. Supply Chain Management ........................................................................................................................................................... 24

22. Basics of Manufacturing ................................................................................................................................................................ 25

23. Strategic Management ................................................................................................................................................................... 26

24. Leadership Styles ............................................................................................................................................................................ 27

25. Giving Feedback ............................................................................................................................................................................. 28

C&K’s Off-the-Shelf Courses Catalogue 3

 BASICS OF BUSINESS
Learning Hours: 4 | Length: 16 Units

Table of Content
Basics of Business is a four-hour e-learning course wherein the learner is introduced to the underlying principles, concepts and
M1: Basics of Business ideas of how businesses function.
U1: Types of Companies
U2: Business of a Company
U3: Vision, Mission and Values
U4: Customers and Business Environment

M2: The Finance Function

U1: Types of Organisation Structures
U2: Role of Finance Function
U3: Financing the Company
U4: Financial Documents

M3: The Operations Function

U1: Role of Operations Management
U2: Capacity Planning and Utilisation
U3: Inventory and Supplier Management
U4: Role of Quality
The course starts with the introduction of different types of organisations (Joint Venture, Limited, Incorporated, Partnerships and
M4: Other Key Functions Sole Proprietorship). Further, it talks about the ways to identify potential customers and their needs. The course details the
U1: Marketing Concepts
importance of specifying the organisation’s structure and highlights the basic functions of business, its principles and concepts.
U2: Legal Aspects
The learner is kept engaged throughout the course with the introduction of two entrepreneurs who are eager to set up a business
U3: Role of Information Technology
U4: Human Resource Management of their own. These characters move through different scenarios wherein the learner remains engrossed in challenging activities.

During the activities, and all through the course, the learner gets valuable inputs from an expert who guides the two entrepreneurs
in setting up their business and running it. Thus, the course holds the learner’s interest at all levels and makes sure the learner is
actually benefiting from the course.

C&K’s Off-the-Shelf Courses Catalogue 4

 CREATIVITY AND INNOVATION
Learning Hours: 4 | Length: 10 Units

Table of Content
In this era of cutthroat competition, creativity and innovation play a crucial part in any organisation’s success. This e-learning
M1: Introduction course educates the learner, about what creativity and innovation mean and how they impact business. The course also brings
U1: Understanding Creativity and into focus the thin line that demarcates creativity and innovation.
Innovation
U2: Significance of Creativity and Innovation
U3: Creativity and Innovation can
Transform Organisations

M2: Becoming an Innovative

Organisation
U1: The Roadmap to Innovation
U2: Pitfalls to Watch
U3: Culture of Innovation

M3: Organisational Creativity and

Innovation
U1: Tools and Techniques I
U2: Tools and Techniques II

M4: Personal Creativity and Innovation
U1: Tools and Techniques I
U2: Tools and Techniques II
This course informs the learner about the processes of creativity and innovation, the pitfalls in their path and how an organisation
can evolve a creative and innovative work culture.
The course introduces tools and technologies such as Brainstorming and Six Thinking Hats, which impart learners the knowledge
to create innovative products and also creatively enhance the quality and features of their existing products.

This knowledge on tools and technologies deals not only with organisational innovation but also personal innovation. The course
thus also equips learners with tools and technologies that can be used for their personal innovation.

C&K’s Off-the-Shelf Courses Catalogue 5

 MOTIVATING - THE RIGHT WAY
Learning Hours: 4 | Length: 8 Units

Table of Content
Motivation is the inner force that drives an individual. In a business, it is very important that all the individuals related directly or
M1: Introduction indirectly with the business are motivated in one way or the other.
U1: Motivation
U2: Importance of Motivation at Workplace
U3: Motivating People

M2: Intrinsic Motivation

U1: Stimulating Intrinsic Motivation

M3: Extrinsic Motivation

U1: Rewards as Extrinsic Motivator
U2: Recognition as Extrinsic Motivator
U3: Employee Recognition Programmes

M4: What Demotivates Employees?

U1: Practices that Demotivate Employees

This course unveils the importance of motivation and how managers can apply its various theories to improve a work culture. It
utilises scenarios to explain how motivation increases performance, productivity, retention rate and adaptability in a workplace
environment.

The course states the two basic forms of motivation – intrinsic and extrinsic. Further, it explains the steps that simulate intrinsic
motivation and how rewards and recognitions stimulate extrinsic motivation. In the process, it clearly defines the importance of
employee recognition programmes that are vital for any organisation.

The course specifically points to those ignorant and inadvertent actions of managements that demotivate employees. Thus,
managers have to bear in mind that if they cannot take steps to motivate their staff, at least, none of their decisions or actions should
demotivate the employees. This is precisely what the last few screens of this course discuss.

C&K’s Off-the-Shelf Courses Catalogue 6


Table of Content
M1: Understanding the Customer
U1: Identify your customers
U2: Needs of your customer
U3: What to offer to the customer?
M2: Understanding Moments of Truth
U1: Moments of Truth
U2: Moments of Magic and Moments of
Misery
U3: Recovering from Moments of Misery
M3: Measuring Service Performance
U1: Need for Measurement
U2: RATER Model to Measure Service
Performance
M4: Creating Service Chain
U1: Service Chain
U2: Ensuring Customer Delight
M5: Potpourri
U1: Service Level Agreements
U2: Effective Communication
C&K’s Off-the-Shelf Courses Catalogue
EXTERNAL CUSTOMER ORIENTATION - BASICS
Learning Hours: 5 | Length: 12 Units
The customer is the ultimate authority who decides the success or failure of a business. Thus, the main emphasis should always
be on the customer.
This course on External Customer Orientation enables you to
understand customers, their needs and various business solutions
that give them satisfaction, if not awe them.
No doubt, customer rating is of prime importance. But, before
that, there should be a self-measurement of the service
performance by the organisation itself. Such an exercise helps
identify service issues that can be troubleshot to do well in a
competitive market. Such a process also helps continuous
improvement, the new mantra of any successful business.
The latter part of the course explains the concept of a service
chain, its characteristics as well as the importance of
service-level agreements. The learner is made aware of the fact
that communication plays a key role in moving from customer
satisfaction to customer delight.
The beauty of the course lies in the number of case studies and interactivities. These keep the learner engrossed in the course
without losing interest in the subject, thereby meeting its learning objectives.
7
 INTERNAL CUSTOMER FOCUS
Learning Hours: 2 | Length: 8 Units

Table of Content
Just as charity begins at home, internal customers are the ones we need to take care of first to ensure that external customers are
M1: Internal Customer Focus: In Brief satisfied. This four-hour seat time e-learning course on Internal Customer Focus is crafted into two halves, each emphasising on
U1: What is Internal Customer Focus? the various dynamics of internal customers.
U2: Need for Internal Customer Focus
U3: Organisational Processes
U4: Internal Customers: Needs and
Expectations

M2: Internal Customer Focus: In Action

U1: Internal Customer Satisfaction
U2: Internal Communication
U3: Empowerment and Internal
Customer Focus
U4: Creating the Right Environment

The first half informs the learner about what we mean by internal customers, their needs and expectations. The course emphasises
why an organisation needs to focus on its internal customers. It also details the Michael Porter’s value chain framework, illustrating
the series of process flows in an organisation.

The second half talks about Deming’s DMAIC methodology. How, by following this methodology, we can attain internal customer
satisfaction. It describes the tools required to measure and achieve the required customer satisfaction level. The course also
focuses on the vital role communication; empowerment and the right environment play in attaining customer satisfaction.

Thus, in its totality, the course provides the learner the basic steps required to focus on internal customers and reach the desired
level of customer satisfaction.

C&K’s Off-the-Shelf Courses Catalogue 8

 BASICS OF PEOPLE MANAGEMENT
Learning Hours: 4 | Length: 11 Units

Table of Content
People are the engine that runs an entire organisation, creating value for it with the help of technology and financial resources.
M1: Managing Diversity in People This course on people management underlines the contribution of people and their proper management toward achieving
Management organisational objectives.
U1: People and Diversity Management
U2: HR and Diversity Management
U3: Managing Diversity - Other Aspects

M2: Managing Teams

U1: Teams and Types of Teams
U2: Team Development and Design
U3: Team Learning

M3: Motivation and Managing

Performance
U1: Motivation and Human Drives
U2: Managing Performance
U3: Handling Post-Appraisal Blues

M4: Managing Conflict and Negotiation

U1: Conflict and Conflict Resolution The first two modules of this course explain the importance of diversity management, the role of HR in diversity management, the
U2: Negotiation
challenges that HR faces in diversity management, the various types of teams that run an organisation, and the ingredients of an
ideal team in addition to the various components of team learning.

The remaining two modules lay emphasis on motivation, which is the key when we talk about people working as a team. The
modules highlight certain excellent methods that motivate a team, while providing details of performance management and the
pros and cons of various methods used in performance management. They also focus on the basic cause for failure of the reward
system in an organisation.

Thus, this four-hour course is a complete package that helps its learners identify their role as people managers in an organisation.

C&K’s Off-the-Shelf Courses Catalogue 9

 CONSULTING MINDSETS
Learning Hours: 5 | Length: 18 Units

Table of Content
To develop a Consulting Mindset four major Cs are believed to be essential – Competency, Communication, Compatibility and
M1: Consulting and Consultants Credibility. This course on consulting mindsets throws light on the various aspects of these four Cs. These help us better understand
U1: Understanding Consulting terms like consultants, their types of consulting and their roles.
U2: Types of Consultants
U3: Roles of Consultants
U4: Valuable Consulting

M2: Competency
U1: Knowledge-based Competency
U2: Technical Competency
U3: Problem-solving Skills

M3: Communication
U1: Active Listening
U2: Influencing Skills
U3: Effective Communication

M4: Compatibility
U1: Role and Limitations of a Consultant In the process, we learn about the various competencies required for developing a consulting mindset. Apart from being competent,
U2: Respect and Openness it is very important that, as a consultant, you are able to communicate effectively, which is the main focus of one of the learning
U3: Collaboration and Teamwork
units in this course.
U4: Managing Difficult Interactions

M5: Credibility For any relation to develop and sustain between two beings, they must be compatible with each other. Likewise, in the consulting
U1: Objectivity profession, it is very important that both the consultant and the client are in compatibility with each other. To bring this about,
U2: Confidentiality consultants need to take up certain roles while remaining within their limitations. The course introduces the learner to these
U3: Transparency aspects as well.
U4: Delivering on Time
The last part of the course talks about how vital are the different aspects of a consultant’s credibility. How terms like credentials,
objectivity, transparency and timely delivery are a very important part of the relationship that the consultants share with their clients.

C&K’s Off-the-Shelf Courses Catalogue 10

 CONSULTING MODELS
Learning Hours: 4 | Length: 14 Units

Table of Content
We may be excellent managers. But it so happens sometimes that on facing severe constraints in a really complicated condition,
M1: The Mckinsey Model our mind goes blank. We desire for a magic to happen!
U1: Need for Consulting Models
U2: Elements of Mckinsey Seven S Model
U3: Hard S Elements
U4: Soft S Elements

M2: Theory of Constraints

U1: TOC - A Consulting Model
U2: TOC - Thinking Process

M3: Seven C Framework of Consulting

U1: Introduction
U2: Client and Clarify
U3: Create and Change
U4: Confirm Continue and Close

M4: Component Business Modelling

U1: Introduction This course on “Consulting Mindset” introduces us to such magical tools, which, if used correctly, help us make things easier and
U2: Insight take effective decisions.
U3: Architect
U4: Implementation
It is possible that we may have come across these theoretical tools in our lives before. However, we may still not be completely
aware of when or how to use them. This is just like carrying a pen but not knowing how to write. Through this course, the learner
not only gets introduced to these consulting tools but also learns their application.

The course emphasises on four major consulting models – McKinsey Theories, Seven C Framework, Theory of Constraints and
the Component Business Modelling. Likewise, the course is divided into four units, each explaining each of these four models with
the help of caselets and scenarios. The course has liberally employed interactivities, which help learners understand the applicability
of each model in a live environment.

C&K’s Off-the-Shelf Courses Catalogue 11

 CONTINUOUS IMPROVEMENT
Learning Hours: 4 | Length: 11 Units

Table of Content
We may or may not be very clear about the exact meaning of “Continuous Improvement.” But, almost all of us have come across
M1: Understanding Continuous this term in the current scenario at one place or the other.
Improvement
U1: What is Continuous Improvement?
U2: Why Continuous Improvement?
U3: Continuous Improvement Today

M2: Implementing Continuous

Improvement
U1: A Model for Implementation
U2: The Dos and Don'ts of Continuous
Improvement
U3: Culture of Continuous Improvement

M3: Key Tools for Continuous

Improvement
U1: Key Tools – Part I
U2: Key Tools – Part II
In this course on “Continuous Improvement”, Mr. Ramesh Chandra, mentor and a senior consultant, helps us understand what
M4: Key Techniques for Continuous continuous improvement is and its significance for an organisation, in addition to telling us the story behind its existence.
Improvement
U1: Kaizen – A Continuous
The course describes the generic model to achieve continuous improvement and highlights the important Dos and Don’ts of the
Improvement Tool
U2: Six Sigma Basics same. The learner is also taught the tools and techniques, which enable us to achieve continuous improvement.
U3: Theory of Constraints
The beauty of this course lies in the fact that although this is a self-driven course, the presence of Mr. Ramesh Chandra gives the
learner the experience of an instructor-led training. The interactivities at the end of key screens instantly provide feedback about
how beneficial the unit has been for the learner.

C&K’s Off-the-Shelf Courses Catalogue 12

 MAKING A TEAM WORK - THE RIGHT WAY
Learning Hours: 4 | Length: 11 Units

Table of Content
An entire team’s performance suffers even if a single member fails to achieve the team objective. This course on
M1: Understanding Teams and “Making a Team Work – The Right Way” highlights the importance of teamwork while giving details about three types of teams.
Teamwork
U1: Defining Team and Teamwork
U2: Benefits of Teamwork
U3: Characteristics of an Effective Team
U4: Requirements of Successful Teamwork

M2: Types of Teams

U1: Temporary Teams
U2: Permanent Teams

M3: Building Effective Teams

U1: Team Development Process
U2: Roles of Team Members

M4: Empowered Teams

U1: Introduction to Empowered Teams
U2: Building Empowered Teams
U3: Empowered Teams and Employee
Involvement
The course describes the various characteristics and benefits of teamwork. It explains the specific requirements of a
successful teamwork.
Like “Rome was not built in a day”, it takes a process and time to build an effective team. That is what this course brings
out in its third section.
Further, one of the major steps in building an effective team is empowering the team. An empowered team shares leadership,
ownership and decision, and sets the goal. The last unit of the course helps the learner understand the importance of an
empowered team and how to build one. It also shows how everybody’s involvement is a major aspect of empowering a team.
The main thing that binds the learner’s interest to the course objective is that all through the course, there has been a right mixture
of scenarios and case studies, apart from interactivities that make the learner realise the essence of teamwork.

C&K’s Off-the-Shelf Courses Catalogue 13

 PROBLEM-SOLVING TOOLS & TECHNIQUES - BASIC
Learning Hours: 4 | Length: 13 Units | Teaching Method: Learning by Doing

Table of Content
For a manager to function efficiently in today’s competitive world, the most important and crucial part of responsibility is issue
M1: Introduction to Problem-Solving resolution or problem solving.
U1: Identify a Problem
U2: Different Aspects of a Problem
U3: Problem Solving Approach

M2: Prioritise Problem

U1: Introduction
U2: Covey's Quadrant
U3: Pareto Analysis
U4: Prioritisation Matrix

M3: Describe the Problem

U1: Is/Is Not Matrix
U2: Histogram
U3: SIPOC

M4: Identify the Source of the Problem

U1: Cause and Effect Diagram
U2: Interrelationship Diagram
U3: Five Why's
In many cases, managers fail to completely resolve the problem not because their solution is incorrect, but because they have not
identified the exact problem. Neither have they carefully planned the steps to correctly solve the problem.
This basic version of the course on Problem-Solving Tools and Techniques (PSTT) helps a learner understand what a problem
is, identify the root of the problem and then follow the correct steps to resolve the problem.

The PSTT course takes the leaner through the seven steps of problem solving, explaining the first three steps by way of using a
gaming interactivity.

The interactivity not only attracts the learners’ attention to the topic, but also keeps them engaged till the end of the course. In
addition, it adequately prepares the learners in taking the next four steps explained in the advanced level of the course.

C&K’s Off-the-Shelf Courses Catalogue 14

 PROBLEM-SOLVING TOOLS & TECHNIQUES - ADVANCED
Learning Hours: 4 | Length: 16 Units | Teaching Method: Learning by Doing

Table of Content
This Advanced version of the Problem-Solving Tools and Techniques course underlines some of the major steps to be taken while
M1: Generate Alternative Ideas solving a problem. The basic version provides a glimpse of the seven steps in problem solving and describes the first three in
U1: Introduction detail. The advanced version details the next four steps.
U2: Brainstorming
U3: SCAMPER
U4: Random Input

M2: Evaluate Alternatives

U1: Introduction
U2: Six Thinking Hats
U3: Consequences Table
U4: Decision Tree Analysis

M3: Implement the Best Alternative

U1: Introduction
U2: PERT
U3: Process Decision Programme Chart
U4: Force Field Analysis

M4: Standardise the Approach These steps have been elaborately explained using different theories and tools, which we may as well have come across earlier.
U1: Introduction
However, the advanced course not only emphasises the importance of generating alternative ideas for solving the problem, but
U2: Standard Operating Procedures
also provides us with tools like Brainstorming and SCAMPER, which help generate these alternative ideas.
U3: Flow Chart
U4: Close the Loop
Once the alternative idea or approach is generated, it becomes important to evaluate this approach, implement it and standardise
the entire approach. The advanced course explains us various other techniques such as PERT and flowcharting, which help us
execute the remaining four steps of problem solving.

The beauty of the advanced course lies in interactivities and examples, which grip the learner’s interest in the problem-solving
techniques from beginning till the end.

C&K’s Off-the-Shelf Courses Catalogue 15

 FINANCE FOR NON-FINANCE EXECUTIVES
Learning Hours: 4 | Length: 9 Units

Table of Content
This course on finance for non-finance introduces the learner to the basic concepts of a seemingly tedious subject, finance, with the help
of simple and day-to-day examples. Using relevant scenarios, it explains the various functions of the Finance department in a business.
Course Overview

M1: Understanding Finance and

Financial Management
U1: Finance
U2: Financial System

M2: Fundamental Valuation Concepts

U1: Time Value of Money
U2: Risk and Return

M3: Financial Management and

Financial Planning
U1: Financial Management
U2: Capital
U3: Budgeting

M4: Financial Accounting and Analysis
U1: Financial Statements
U2: Financial Analysis
The second unit helps the leaner understand the fundamental valuation of money and the process involved in such valuation.
It also explains the risks and returns involved in finance.
Further, this course helps the learner realize the importance of planning and management in finance. It also helps them identify important
financial statements and describe the process of assessing the financial health of an organization using the key financial tools.
Planning and management are the most important parts of a business. However, it is essential to make plans for the future based on the
analysis of the past project experiences.
The last part of the course teaches the learner how to analyze the financial health of the organization.

C&K’s Off-the-Shelf Courses Catalogue 16

 BASICS OF HUMAN RESOURCE MANAGEMENT
Learning Hours: 5 | Length: 11 Units

Table of Content
The course is basically divided into five learning units, each of one-hour seat time. The first few screens give the learner an overview of the
Course Overview entire course.
The first unit helps the learner understand the HRM functions and their roles and responsibilities.
M1: Understanding Human
Resources Further in the course, the learner is explained the major function of the HR, that is, planning, recruitment and selection. It not only tells about
U1: Human Resources Function and its the roles but also the process followed to achieve the various objectives.
Significance
U2: Key Responsibilities of HR Function

M2: Acquiring Human Resources

U1: Human Resource Planning
U2: Recruitment and Selection

M3: Developing Human Resources

U1: Induction and Orientation
U2: Training & Development

M4: Rewarding Human Resources

U1: Performance Appraisal and Management
U2: Compensation

M5: Managing Key HR Issues

U1: Motivation
U2: Diversity Then the learner is given a walkthrough of the methodologies used by an organisation for acquiring fresh talent while developing its
U3: Staffing existing talent.
The course also highlights the importance of retaining the talent apart from acquiring and developing new talent. It uses scenarios and
interactivities to ensure maximum involvement of the learner.
The course employs eye-catching illustrations to explain to the learner the various aspects of the different roles that the HR plays. Usage
of appropriate activities at regular intervals keeps the learners’ interest captured and also helps in giving them a clear feedback of their
performance.

C&K’s Off-the-Shelf Courses Catalogue 17

 BASICS OF MARKETING
Learning Hours: 4 | Length: 12 Units

Table of Content
This course on “Basics of Marketing” introduces the learner to the concept of marketing. It also highlights the basic difference between
Course Overview marketing and selling: the terms that usually assume a synonymous character in the human psyche.

M1: Introduction
U1: Selling Vs. Marketing
U2: Marketing
U3: The Value Delivery Process

M2: Choose the Value

U1: Needs, Wants and Demand
U2: Segmentation
U3: Market Selection

M3: Provide the Value

U1: Value Proposition
U2: Pricing
U3: Marketing Channels

M4: Communicate the Value

U1: Advertising It explains the importance of customer value and describes the sequence of events that contribute to the value delivery process.
U2: Sales Promotion
The last two units of the course help the learners identify methods to choose the value that they can provide to the customer.
U3: Sales Force
The units elaborate on how to provide the value in the best way to the customer. They also make the customers aware of the value of
advertisements and other such tools.
Thus, this course helps the learners understand the customer value and enable them to contribute to the success of the business.
In the entire process of learning dissemination, this course employs activities and interactivities to enhance the interest and achieve
learner-engagement..

C&K’s Off-the-Shelf Courses Catalogue 18

 BASICS OF INFORMATION MANAGEMENT
Learning Hours: 4 | Length: 11 Units

Table of Content
Course Overview
M1: Information Management and
Systems
U1: Introduction to Information
U2: Introduction to Information
U3: Introduction to Information Systems
Basics of Information Management is a five-hour e-learning course wherein the learner is introduced to various aspects of Information
Management. The key areas focussed in this course include Information Management, Information Security Management and key
applications of Information Management.
The course starts with the introduction of Information including benefits and characteristics of information and the impact information has
on individuals and organisations. Then, Information Management concept and systems are introduced detailing the benefits and chal-
lenges of Information Management. The characteristics and benefits of Information Management system are also covered.

M2: Managing Information in

Organisations
U1: Personal Information Management
U2: Workgroup Information Management
U3: Enterprise Information Management

M3: Managing Information Security

U1: Concept of Security
U2: Information Security Architecture

M4: Key Applications of Information

Management
U1: Decision Support Systems
U2: Knowledge Management
U3: Customer Relationship Management
(CRM)
Further, the course informs that learner how to manage Information Security. This section covers not only the concept of Security but also
explains a typical Information Security architecture.
Moving forward, the course focus on the key applications of Information Management, such as Decision Support Systems (DSS), Knowl-
edge Management (KM) and Customer Relationship Management (CRM).
The course employs eye-catching illustrations to explain to the learner the various aspects of Information Management. Usage of appropriate
activities at regular intervals keeps the learners’ interest captured and also helps in giving them a clear feedback of their performance.

C&K’s Off-the-Shelf Courses Catalogue 19

 BASICS OF SERVICES
Learning Hours: 4 | Length: 10 Units

Table of Content
Basics of Services is a four-hour e-learning course wherein the learner is introduced to various aspects of Services and Service
Course Overview Management. This course also focuses on Service Management, Service Recovery, Service Performance Quality, Service Performance
Measurement and best practices in Service Management.
M1: Understanding Services and
Service Management
U1: Introduction
U2: Significance

M2: Service Management and Service

Recovery
U1: Service Level Agreements
U2: Ten Service Management Dos and
Don’ts
U3: Service Recovery

M3: Service Performance: Quality and

Measurement
U1: Measuring Service Performance
U2: RATER Model

M4: Service Management – Best
Practices
U1: A Product-based Company
U2: A Service-based Company
U3: A Societal Service-based Company
The course starts with the introduction to Services and Service Management, including the importance of managing Services. Further, it
covers the importance of Service Level Agreements (SLAs), do’s and don’ts in Service Management and the concept of Service Recovery.
Moving forward, the course informs the learner about the key aspects of measuring Service Performance, with focus on the
RATER model. This course ends with few case studies that reveal the best practices in Service Management.
The main thing that binds the learner’s interest to the course is that all through the course, there has been a right mixture of activities and
real-world examples, apart from interactivities that keeps the learner continuously engaged in learning.

C&K’s Off-the-Shelf Courses Catalogue 20

 TWO-WHEELER RIDING – THE SAFE WAY
Learning Hours: 3

Table of Content
Defensive Driving is a two-hour e-learning course wherein the learner is briefed on right ways of riding a two-wheeler. This course also
Course Overview
covers the essentials of road safety.
The module on right ways of riding a two-wheeler is classified into three sections: Before Riding, During Riding and After Riding. Each
M1: Course Attention Grabber section covers relevant techniques of defensive driving.
M2: Two-Wheeler Riding - The Safe Way
M3: Essentials of Road Safety

Moving forward, the course informs the learner about the essentials of road safety. The course covers the fundamentals of road safety and
the key safety solutions in an emergency.
The beauty of the course lies in interactivities and examples, which grip the learner’s interest from beginning till the end.

C&K’s Off-the-Shelf Courses Catalogue 21

 COMMUNICATING - THE RIGHT WAY
Learning Hours: 4 | Length: 10 Units

Communicating the right way is a highly interactive and video-based course. The entire course is hand-held by a mentor, who guides the
Table of Content
learner through four modules — Verbal Communication, Non-verbal Communication, Using Communication Technology, and
Communicating in Organisations.
Course Overview The module on verbal communication helps the learner recognise the right ways of speaking and listening. When learners effectively
accomplish these two activities, they can build good relations with their colleagues and people in general.
M1: Verbal Communication
U1: Speaking – The Right Way
U2: Listening – The Right Way

M2: Non-Verbal Communication

U1: Getting the Body Language Right
U2: Writing – The Right Way

M3: Using Communication Technology

U1: Telecommunication – The Right Way
U2: Electronic Communication – The Right
Way
U3: Business Presentation – The Right Way

M4: Communicating in Organisation

U1: Communicating Up, Across and Down
U2: Gender Communication
U3: International Communication
The module on non-verbal communication supplements the learner with live videos on the right ways of communicating through body language.
This live demonstration of the right and wrong ways of communicating through body language helps the learner easily draw the difference
between the right and wrong ways of communicating through body language. The right ways enable the learner to develop positive habits.
Non-verbal communication deals with business communication. Here, the motive is to utilise a scientific writing process when assigning
a task, addressing a problem or conveying an idea in the written form.
The next module, using communication technology, talks about the etiquette of electronic communication. As you are aware, technology
is an indispensable part of our everyday life. The learner must know the right ways of using communication technology to leave a
favourable impression on others.
Communicating in organisations includes knowing the right way of communicating with your superiors, peers and subordinates. It also
covers etiquettes while communicating to the opposite gender or with individuals who are not the natives of your country.

C&K’s Off-the-Shelf Courses Catalogue 22

 QUALITY MANAGEMENT BASICS
Learning Hours: 6 | Length: 13 Units

Table of Content
Do Six Sigma, ISO 9000 and TQM seem like jargon to you? Well, not any more. This course on Quality Management will equip you with
Course Overview all these and much more!
Quality Management is an engaging course delivered in a simple language along with fun-filled interactivities. As such, it holds the
M1: Understanding Quality and Quality learner’s attention throughout the course. It discusses how quality is the key factor that decides the profitability of an organisation. It lets one
Management
know the principles of quality management.
U1: Introduction to Quality
U2: Quality Management
U3: Evolution of Quality Management

M2: Quality Management Concepts

U1: Planning
U2: Assurance
U3: Quality Control

M4: Quality and Continuous Improve-

ment
U1: Cost of Quality
U2: Continuous Improvement
U3: Continuous Improvement Tools

M5: Quality Movements

U1: Total Quality Management
U2: ISO 9000 and Beyond
U3: Six Sigma The course thereafter discusses the evolution and concepts of quality management. Once the learner understands these concepts, the
course tells him or her about the tools that can be used to implement quality planning, quality assurance and quality control.
M6: Future of Quality and Quality
Management The course underlines that for superior quality of products and services, an organisation has to build a culture of continuous improvement.
U1: Future of Quality and Quality Manage- It also lists how you can you can build such a culture!
ment

C&K’s Off-the-Shelf Courses Catalogue 23

 SUPPLY CHAIN MANAGEMENT BASICS
Learning Hours: 4 | Length: 10 Units

Table of Content
Supply chain management, a hardcore technical course, is made easy for you through the use of everyday life examples. This strategy
Course Overview enables the learner to complete the course without any hardship.

M1: Understanding Supply Chain and

Management
U1: Supply Chain
U2: Supply Chain Management
U3: Evolution of Supply Chain

M2: Buy and Make

U1: Procurement
U2 Production

M3: Move and Sell

U1: Logistics
U2: Sales

M4: Supply Chain Automation and

Future
U1: Information and Finance Flow
U2: Supply Chain Automation
In addition, this course will allow you to make an accurate assessment of business requirements, reduce wastage and cost, plan and
U3: Future of Supply Chain Management
schedule better, make on-time deliveries and increase customer satisfaction.
This course comprises four modules – Understanding Supply Chain and Management, Buy and Make, Move and Sell, and Supply Chain
Automation and Future.
The learner gets to know the four phases involved in production, delivery and sale of any product, that is, Buy, Make, Move and Sell. The
course details how the four phases are interlinked and how one has a ‘Domino Effect’ on the other.

C&K’s Off-the-Shelf Courses Catalogue 24

 BASICS OF MANUFACTURING
Learning Hours: 4 | Length: 8 Units

Table of Content
The unique feature of this course is its actionable content. This course gives you ready-to-use tips and techniques for taking short, medium
Course Overview and long-term measures for efficient manufacturing.
It helps the learner identify challenges, formulate plans, develop a master schedule, manage production activity and much more!
M1: Manufacturing-Overview
U1: Introduction to Manufacturing
U2: Identifying Business Challenges

M2: Planning-Long Term

U1: Formulating the Business Plan

M3: Planning-Medium Term

U2: Developing the Master Production
Schedule

M4: Planning-Short Term

U1: Implementing Material Control
U2: Managing Production Activities
U3: Evolution of Just-in-Time Manufacturing
U4: Implementing Inventory Control

The course offers a unique manufacturing methodology, which can be used in the modern day world. It teaches the learner the
‘Manufacturing Systems’ an organisation employs to overcome key challenges in the manufacturing field.
The learner will also learn how to formulate a business plan detailing the financial, operational and marketing strategies that enable an
organisation to reach its goals.

C&K’s Off-the-Shelf Courses Catalogue 25

 STRATEGIC MANAGEMENT BASICS
Learning Hours: 5 | Length: 12 Units

Table of Content
This course will share with the learner the cases studies and success stories of those how have turned achievers through implementation
Course Overview of strategic management.

M1: Strategic Management-An Overview

U1: Introduction to Strategy Management
U2: Strategic Planning and Management
Process

M2: Environment Analysis

U1: Analysing External Factors
U2: Analysing Internal Factors
U3: Analysing Values of the Organisation

M3: Formulating Strategies

U1: Identify the Strategies
U2: Creating Strategies
U3: Evaluating and Selecting the Strategies

M4: Implementing Strategic

Management Implementation
U1: Planning
The learner will know how to formulate and implement strategies. He or she will learn how to analyse external and internal factors for
U2: Operationalising and Institutionalising
Strategies organisational effectiveness.
U3: Managing and Controlling Strategic
Further, this course informs the learner about the various styles of strategic management and how one can utilise this knowledge to
Change
further grow in their profession, identify the competitive forces in the industry and create growth strategies for business.
M5:Success Stories
U1: Case Studies

C&K’s Off-the-Shelf Courses Catalogue 26

 LEADERSHIP STYLES
Learning Hours: 4 | Length: 15 Units

Table of Content
Do you know that there are a variety of styles that you can adopt as a leader? Do you want to know the leadership style that will suit you best?
Course Overview Are you aware that a leadership style can be positive or negative?

M1: Leadership Styles – An Overview

U1: Evolution of Leadership
U2: Need for Different Leadership Styles

M2: Common Styles

U1: Charismatic Leadership
U2: Participative Leadership
U3: Situational Leadership
U4: Transactional Leadership
U5: Transformational Leadership
U6: Quiet Leadership
U7: Servant Leadership

M3: Positive Styles

U1: Goleman's Six Emotional Leadership
Styles
U2: Hersey and Blanchard's Situational
Leadership
Well, this course on leadership styles provides you all this information. You will know the factors that affect a leader’s decision and the
M4: Negative Styles leadership style that is appropriate in a particular context. You will understand the limitations and strengths of various leadership styles
U1: Post-Hoc Management including emotional leadership.
U2: Micromanagement You will also know about the negative leadership styles. This course will educate you on how to identify and deal with negative leaders.
U3: Seagull Management
U4: Mushroom Management
U5: Kipper Management

C&K’s Off-the-Shelf Courses Catalogue 27

 GIVING FEEDBACK
Learning Hours: 4 | Length: 10 Units

Table of Content
Giving feedback is similar to showing one a mirror, so that one can identify the areas of improvement and enhance performance and
Course Overview productivity.

M1: What is Feedback?

U1: Why Feedback Matters?
U2: Performance Feedback

M2: Giving Feedback – The Right Way

U1: Creating a Feedback Model
U2: Feedback As a Process
U3: Feedback Delivery
U4: Feedback Culture

M3: Useful Tips and Techniques

U1: Techniques
U2: Giving Difficult Feedback
U3: Giving Negative Feedback Positively

M4: Case Studies

U1: Case Studies on Effective Feedback
While giving feedback, one may confront many challenges. This course will help the learner create a feedback culture in his or her
organisation, establish a feedback model, utilise feedback as a process and learn some useful tips of giving feedback.
Many people refrain from giving feedback mainly because they don’t want to sound negative. This course imparts the learner certain
techniques of giving a difficult and negative feedback positively.

C&K’s Off-the-Shelf Courses Catalogue 28