Aldous Glare Trade & Exports: The Dilemma of Establishing an Assessment Centre

IF 0.1 Q4 MANAGEMENT Asian Journal of Management Cases Pub Date : 2023-10-13 DOI:10.1177/09728201231200948

Kishinchand Poornima Wasdani, Abhishek Vijaygopal, Riju Antony

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Abstract

Aldous Glare Trade & Exports (AGTE) operates as a B2B technology reseller, offering computers, laptops, accessories, mobile phones and smart TVs. Founded in 1995 in Kochi, India, AGTE started with three members and with a capital of USD 4,000. Over time, it gained recognition, establishing sister concerns: ITnet and Alps Distributors for B2C goods and high-end computer sales. With a four-layered structure—CEO, functional heads, and senior and junior executives—AGTE employed 60 people. The HR manager handled human resources (HR) for AGTE, ITnet and Alps Distributors. It expanded with sales offices in Bengaluru, Thiruvananthapuram, and Kochi. By 2016, AGTE achieved USD 27 million turnover. In 2018, AGTE adopted an automated customer relationship management (CRM) system, though employee familiarity was incomplete. Customer complaints surged in April–December 2018, citing delivery and helpline issues. Directors set a USD 100 million turnover by 2025, allocating USD 300,000 for an assessment centre managed by the Chief Operating Officer Mohan Joseph. It aimed to curb the attrition of senior staff members and enhance CRM proficiency and sales certifications. AGTE aimed to transition from ad hoc training to structured recruitment training, overseen by Mohan Joseph and HR Manager Charles D’Souza. Challenges included seamless integration, past issue resolution and attrition management of senior staff members, balancing established practices with innovative strategies aligned with AGTE’s mission.

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Aldous眩光贸易有限公司出口:建立评估中心的困境

Aldous眩光贸易有限公司出口(AGTE)是一家B2B技术经销商，提供电脑，笔记本电脑，配件，手机和智能电视。AGTE于1995年在印度科钦成立，最初只有三个成员，资本为4,000美元。随着时间的推移，它获得了认可，建立了姊妹公司:ITnet和Alps分销商，负责B2C商品和高端电脑销售。agte拥有四层结构——ceo、职能主管、高级和初级管理人员——60名员工。人力资源经理负责AGTE, ITnet和Alps分销商的人力资源工作。它在班加罗尔、蒂鲁凡得琅和高知设立了销售办事处。截至2016年，AGTE营业额达到2700万美元。2018年，AGTE采用了自动化客户关系管理(CRM)系统，尽管员工对该系统的熟悉程度并不高。2018年4月至12月，客户投诉激增，原因是送货和求助热线问题。董事们设定了到2025年1亿美元的营业额，并为由首席运营官Mohan Joseph管理的评估中心拨款30万美元。它旨在遏制高级员工的流失，提高客户关系管理的熟练程度和销售证书。AGTE的目标是从临时培训过渡到结构化的招聘培训，由Mohan Joseph和人力资源经理Charles D 'Souza监督。挑战包括无缝集成，过去的问题解决和高级员工的人员流失管理，平衡已建立的实践与与AGTE使命一致的创新战略。

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来源期刊

Asian Journal of Management Cases MANAGEMENT-

CiteScore

0.70

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0.00%

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期刊介绍： Asian Journal of Management Cases is a peer-reviewed journal that aims at providing high-quality teaching material to academics, consultants, and management developers, through cases on management practices in the socioeconomic context of developing Asian countries. The journal covers all administrative disciplines including accounting and finance, business ethics, production and operations management, entrepreneurship, human resource management, management information systems, marketing, organizational behaviour, strategic management, and managerial economics. Each issue of Asian Journal of Management Cases comprises four to five original case studies. Teaching cases should be accompanied with a Teaching Note (TN). Even though the TN will not be published, it is necessary for the review process and can be obtained by contacting the authors directly. Please refer to the online submission guidelines for details on writing a teaching note. AJMC does not publish pure research or applied research based on field studies (not case studies). The journal is published in March and September every year with thematically focused issues occasionally.