MSCIT Learner

Lifecycle process
<<Student Name>>
Yashwantrao Chavan
Maharashtra Open
University Nashik
BBA in Business Process
Management
Maharashtra Knowledge
Corporation Limited (MKCL)

MKCL Seawood BO, Plot No. 30,

Sector 42-A, Nerul, Navi Mumbai
400706, Maharashtra, INDIA

022-39476173

5/21/2018
 MS-CIT Learner Lifecycle

Submitted in Partial Fulfilment

for the Award of the

Degree of B.B.A in Business Process Management

2015-2018

Under the Guidance of: Submitted By:

<<Student Name>>

Designation: Program coordinator PRN: 2015017002567367

Maharashtra Knowledge Corporation Limited

Submitted to

Yashwantrao Chavan Maharashtra

Open University Nashik

Role based and Work & Performance Centric Degree

Programme in collaboration with

Maharashtra Knowledge
Corporation Limited (MKCL)
 STUDENT DECLARATION
(On plain paper)

This is to certify that I have completed the Project titled ” MS-CIT

Learner Lifecycle” under the guidance of “Sammeer Rane” in
partial fulfilment of the requirement for the award of Role based
and Work & Performance Centric Degree of B.B.A in Business
Process Management at Yashwantrao Chavan Maharashtra Open
University Nashik. This is an original piece of work & I have not
submitted it earlier elsewhere.

Date: 21/05/2018 Signature:

Place: Navi Mumbai Name:

PRN:
 ACKNOWLEDGEMENTS

We take great pleasure and immense pride to present the project report
on “MS-CIT LEARNER LIFECYCLE”. The sense of achievements, the
satisfaction, the reward and the appreciation as regards to the completion of
my project cannot be comprehended without the earnest support provided by
the various people associated with me.

No amount of words, can convey the gamut of feeling and Emotions, I

have for me revered Project Guide, ………………sir whom I am indebted.
The pleasure of contemplating and fruition of the project would not have been
me, had it not been for me. It was they who inspired me to pursue the project
and like a beacon, guided me through all odds. Their constant queries and
astuteness, mingled with the constructive criticism shook me out of any sense
of complacency, bringing the best out of me, to complete the project in the
stipulated time. It gives me the immense pleasure in acknowledging their
sustained dedication, steadfast motivation and indispensable support in the
gradual build-up of this project.

I would also like to express my deep and sincere gratitude to my

Managing Director & CEO, Mr. Vivek Sawant, Sr. General Manager, Mrs. Veena
Kamath, Program Coordinator – Quality Management Program , Mr. Sammeer
Rane and Program Coordinator, Mrs. Revati Namjoshi for being constant
source of inspiration to me, and for providing me all the necessary facilities to
carry out my project work successfully. I would also like to thank all staff
members and the supporting staff at the Workplace who have directly or
indirectly helped me in completing my project.

Last but not the least; I owe my gratitude to my family members and
friends, without whose kind suggestions, constant support and valuable time
this work wold not has been successful.

PROJECTEE
 Executive Summary/Synopsis (Optional)

Standardization is the process of implementing and developing

technical standards. Standardization can help to maximize compatibility,
interoperability, safety, repeatability, or quality. It can also facilitate
commoditization of formerly custom processes.

The benefits of having a standard process are that the organization can
be more certain about achieving a consistent output from the process. The
method can be rolled out for new employees, thus continuing the consistency
of output. Also, the internal audit department or outside regulatory bodies are
more likely to be satisfied with the standard process than one that could be
completed in a variety of ways. And once a standard process is implemented,
it can be a springboard for further change in the future.

Understanding existing processes. Introducing process changes to

achieve organizational objectives which are usually focused on quality
improvement, cost reduction and schedule acceleration.
Most process improvement work so far has focused on defect
reduction. This reflects the increasing attention paid by industry to quality
However, other process attributes can be the focus of improvement

Below points to be cover in this project:

 Why do process improvement?

 We want to build better products (cheaper, more dependable, quicker)
 We really don’t know how to measure the product characteristics.
 There, measure the process under the assumption – a better process
will produce a better product.
 When is this statement true or not true?
 STUDENT DECLARATION
(On plain paper)

This is to certify that I have completed the Project titled ” MS-CIT

Learner Lifecycle” under the guidance of “Sammeer Rane” in
partial fulfilment of the requirement for the award of Role based
and Work & Performance Centric Degree of B.B.A in Business
Process Management at Yashwantrao Chavan Maharashtra Open
University Nashik. This is an original piece of work & I have not
submitted it earlier elsewhere.

Date: 21/05/2018 Signature:

Place: Navi Mumbai Name: <<Student Name>>

PRN: 2015017002567367
Contents
CHAPTER1: INTRODUCTION..............................................................................1
1.1. About the Company.............................................................................................1
1.1.1 Maharashtra Knowledge Corporation Limited (MKCL).......................................1
About the Bidder: MKCL’s profile..............................................................................1
1.1.2. Industry/ sector. Describe the sector................................................................2
1.2. Business Model.....................................................................................................5
1.2.1. What are the different businesses of the company?..........................................5
1.2.2. Describe the businesses....................................................................................8
1.3. Organization Structure..........................................................................................9
1.4. Its various products/services...............................................................................11
CHAPTER 2: BUSINESS PROCESS....................................................................18
2.1. Describe the process...........................................................................................18
2.2. Describe the various roles that perform this process...........................................18
2.3. Describe the responsibility of each role..............................................................20
CHAPTER 3: PROCESS ANALYSIS...................................................................23
3.1. Mention the objective of the process...................................................................23
3.2. Workflow diagram of the process.......................................................................24
3.3. Describe each activity at each level....................................................................25
CHAPTER 4: CASE SCENARIO..........................................................................27
4.1. Scenario Description...........................................................................................27
Error while attempting online test_MS-CIT...............................................................27
4.2. Important Information.........................................................................................27
4.3. Issues faced.........................................................................................................28
CHAPTER 5: SCENARIO ANALYSIS.................................................................29
5.1. Probable Solutions..............................................................................................29
5.2. Describe each solution........................................................................................29
5.3. Identifying the most suitable solution.................................................................30
1. How Frequently They Happen.......................................................................30
Important Problem.................................................................................................30
2. Needs More Focus and Attention...................................................................30
CHAPTER 6: SOLUTION/ RESULT/ OUTCOMES...........................................32
6.1. Results/ Outcomes..............................................................................................32
6.2. Learnings............................................................................................................33
6.3. Scope of Improvement........................................................................................33
CHAPTER 7: CHALLENGES...............................................................................36
7.1. List of Challenges/ Difficulties faced in the process...........................................36
7.2. Describe the challenges/ Difficulties...................................................................36
CHAPTER 8: SCOPE OF IMPROVEMENT.......................................................38
8.1. Steps taken to avoid/tackle the Challenges..........................................................38
8.2. Ways to improve the process..............................................................................38
CHAPTER 9: LEARNINGS...................................................................................40
9.1. Point out your learning........................................................................................40
9.2. Explain briefly about the Learnings....................................................................41
CHAPTER 10: CONCLUSION..............................................................................43
Bibliography..............................................................................................................44
Glossary.....................................................................................................................45
CHAPTER1: INTRODUCTION

1.1. About the Company

1.1.1 Maharashtra Knowledge Corporation Limited (MKCL)

About the Bidder: MKCL’s profile

Maharashtra Knowledge Corporation Limited (MKCL) is a public limited

company promoted and established by the Department of Higher and
Technical Education, Government of Maharashtra and was incorporated on
August 20, 2001 under the Companies Act, 1956.

Equity Profile and Board:

The Government of Maharashtra and ten public Universities in the State of

Maharashtra are among the initial equity holders of MKCL. The Board of
Directors normally consists of three nominees of the Government of
Maharashtra, two Vice-Chancellors from among the shareholding
Universities, six eminent experts from various sectors of knowledge as the
independent directors and the Managing Director.

Transformative Agenda:

Keeping in view the rapid emergence of knowledge-based society and

knowledge-led economy on the global scale and recognizing that knowledge is
increasingly becoming synonymous to wealth, MKCL is dedicated to the
cause of bridging the

Knowledge Divide and resultant Development Opportunity Divide faced by

the common people in general and youth and school students in particular.

The main mission of MKCL, therefore, is to create new value-based

paradigms in education, governance and empowerment of common people in
the context of rapidly emerging knowledge-based society and knowledge-led
economy and consistent with development opportunities therein.

Unique Identity:

The major challenge before MKCL in pursuing this agenda of bridging these
new divides is to offer appropriate solutions and services for accessing
education, governance and empowerment opportunities appropriate to
emerging knowledge era by a large and diverse population with a world-class
quality, at a very affordable cost, with a widest accessibility from metros to
rural, tribal and hilly areas and in a just-in-time manner with a deeper
personalized service experience on a mass- scale.

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In other words, these six simultaneous challenges or mission objectives of
MKCL for transformation in the fields of digital literacy, education,
governance and empowerment may be summarized as Bigger, Better,
Cheaper, Faster, Wider and
Deeper!

In order to address all these six challenges simultaneously, MKCL right from
its inception has recognized the transformative role of Information
Technology as an equalizer, economizer, mass-scale enabler, accelerator,
quality enhancer and mass-personalizer. MKCL, therefore, has been
continuously designing, developing and successfully deploying very
imaginative, pervasive and appropriate applications of Information
Technology in universalization of digital literacy, as well as in transforming
education, governance and empowerment processes in particular and socio-
economic transformative processes in general. As a result MKCL has attained
a unique identity as an organization capable of universalization and integration
of Information Technology in all walks of life.

1.1.2. Industry/ sector. Describe the sector.

To create new paradigm in education and development through
universalization and integration of Information Technology in teaching,
learning and educational management processes in particular and socio-
economic transformative processes in general.

MKCL’s eLearning Prowess:

MKCL’s home grown eLearning platform viz. ERA (E-Learning Revolution

for ALL) includes

• eContent Development Factory

• eContent Distribution and Management System

• eLearning Environment and Process Management System

• eAssessment Management

• Instant eEvaluation and eCertification System for diagnostic,

formative and summative assessments and

• Learner Performance Analytics for further improvements in learning

and assessment content, environment and process.

ERA is available on the 5500+ servers and LANs in a quasi-online mode at all
the 5500+ authorized learning centers for serving millions of learners

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undergoing various courses in self-paced, interactive and social-media enabled
collaborative learning environment. ERA also connects itself to the mobile
phones of the learners, learning facilitators and managers for better
management of learning progression of the millions of learners.

MKCL’s ERA perhaps, is the largest eLearning facility with largest user-
base in India operating in a stable manner at the grass-roots over a decade. It
has overcome the barriers of long power outages on one hand and traditional
and difficult-to-break teacher-centric mindsets on the other. ERA Platform
today is not just accepted but highly sought after by millions of learners
including even the senior citizens because of the unique underlying pedagogy /
andragogy of Inform-to-Perform and Perform-to-Transform approach as
against the traditional emphasis on only inform type of teacher centric
education system. The success of ERA lies in the uniqueness of integrated
unfoldment of Learning Content, Learning Process and Learning
Environment.

Due to the implementation of technologically facilitated and personalized but

sequential and guided Process of Learning, ERA has also emerged as a
framework for global and local monitoring of every step of academic
progression of millions of learners. The vast amount of continuously logged
and securely maintained academic progression data of learners (with the IP
addresses of the computers being used by them at that time) has emerged as a
rich and trustworthy repository for Big Data Learner Analytics, research,
reporting and continuous improvement of quality of learning and
assessment. It has also improved the responsibility, traceability, verifiability,
falsifiability and overall transparency in learning and continuous assessment
of each learner across the state-wide network.

The uniqueness of MKCL’s IT Literacy and Functionality skill building

approach is in its emphasis of not just imparting differential skills but in its
periodic punctuation of hundreds of non-obvious “Take-a-Challenge”
situations and then imbibing integral skills with global best practices. The
learner is then exposed to several real-life “Take-a-Bigger Challenge”
situations and “Take-a-Grand Challenge” situations with ab initio step-by-
step creation hundreds of simple and complex socially useful and productive
outputs by gradually using and mastering preliminary as well as advanced
features of various office and other IT applications.

This year many innovations have been made in MS-CIT course. They are
enlisted below:
1. Parity with various international standards in IT Literacy such as
International Computer Driving License (ICDL), European Computer
Driving License (ECDL), National Educational Technology Standards,
ISTE Standards, Global Digital Literacy Course Standards, etc.
2. New Topics like go green, ergonomics, etc.
3. Natural sequence of learning breaking the traditional boundaries of
tool-based topics.

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 4. Situation based content in the form of 100+ real life situations.
5. Fork and join construct in sequential learning to offer in parallel the
different case studies (but containing same concepts) for different
interest groups
6. This year an innovative and very interesting feature of eProcessfolio has
been added to ERA for MS-CIT and has been incorporated in other
courses as well. Previously the learners used to develop socially useful
outputs by using office tools and publish them in their ePortfolio in
ERA. Now they can record the complete process of development of the
socially useful outputs along with their own voice and video
commentary and publish it on YouTube server. As a result the learner’s
performance can be viewed and assessed by anybody from anywhere
and at any time wherein one can see learner’s screen showing the step-
by-step process of development of output along with a small window on
bottom right corner (picture-in-picture/PIP mode) showing the video of
the learner while s/he was developing that output and simultaneously
giving commentary on how is s/he is developing that output. Thousands
of MS-CIT Learners have published their eProcessfolios on YouTube
for evidence-based assessment by anybody.
7. Profiling test viz. Future Vedh to decide which branch should the
student select after 10th standard.
In MS-CIT the learner is first exposed to world-class real-life case studies of
socially useful and productive outputs and their appreciation. S/he then is
guided from appreciation to imitation of those case studies; then from
imitation to emulation; from emulation to self-expression; from self-
expression to self-confidence and from self-confidence to self-esteem!
Rich-media, interactive, self-paced and perform-type of engaging multimedia
eContent (in Marathi, English and Hindi as well as many regional Indian
languages and many foreign languages), world-class 4-colour and highly
illustrated printed study material developed based on learner-development-
centric instructional design and constructivist pedagogy and seamless
convergence of learning and continuous assessment are some of the hallmarks
of the education experience MKCL brings to the millions at an affordable cost.

Over a period of time, our 15,000+ trainers/learning facilitators have

discovered that they do not get displaced by eLearning technology if they are
ready to play a very creative role where this technology reaches its limits. This
offers them more meaningful and satisfying co-existence with technology and
sets them free from traditional teaching and assessment drudgery. This also
makes overall learning process more affordable and self-replicable. A creative
involvement of more than 15,000 certified and periodically re-certified
trainers/ learning facilitators helps MKCL’s education system assume a
desirable blend of high-tech with human touch. The eLearning technology
and the human touch of learning facilitators together achieve incredible
results!

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The implementation of MS-CIT is not only a mission to bridge digital divide
but also a large-scale and unique educational transformation. It has been the
result of continuous blend of pedagogic innovations, technology
innovations, partnership innovations and business innovations. This is a
unique example of blend of five mega-trends of 21st century viz. Digitization,
Virtualization, Mobilization, Mass-Personalization and Globalization.

1.2. Business Model

1.2.1. What are the different businesses of the company?

To prepare the people for knowledge-based economy and society

 To champion the cause of life-long learning with developmental

orientation
 To stimulate the creation of world-class knowledge resources
 To provide universal access to them through Information
Technology
 To bridge the Digital Divide and resultant Knowledge Divide

MKCL designs, develops and deploys state-of-the-art eLearning, eGovernance

and empowerment models, frameworks, technologies, products, solutions and
services at affordable costs for the common people. All the MKCL models,
frameworks, technologies, products, solutions and services are comparable to
the best options in global context in terms of architecture, price to
performance, outreach and customer satisfaction.

ISO 9001:2008

In addition to its existing 8 enabling programs helping all its 10 Business

Development Programs, MKCL, in the year 2013-14, started two new
enabling programs viz. Quality Management Program and Customer
Relationships Management Program. As a result of rigorous work under these
two programs quality management and customer centricity were brought at the
center stage of all programs through training programs, dialogues, meetings,
discussions, documentation, institutionalization of QMS in MKCL and
concrete actions and their regular audits in all programs. All programs thus
defined their Quality Objectives in addition to their Business Objectives
and started conscious pursuit of achieving them.

All these organization-wide efforts and gradual change of mindset at the ranks
and file finally led to the award of ISO 9001:2008 certification to MKCL in
April 2014 by British Standard Institute (BSI). MKCL has also successfully
completed the surveillance audit in January 2015.

Bridging the Digital Divide – MS-CIT:

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The emerging information technology revolution is giving rise to a globally
connected society. This society is generating exceeding 90% of the new
actionable knowledge digitally and collaboratively. The ability to use digital
technologies shall, therefore, be critical for participating in developing and
accessing new actionable knowledge and accessing new career and
development opportunities resulting out of the new knowledge.

Those who are denied the access to the information technology shall, thus, be
deprived of the opportunities of the new world and shall face the crisis of
Digital Divide in addition to economic divide, social divide, gender divide,
etc.

In order to bridge the digital divide, bring the common people closer to the
ethos and opportunities of the knowledge society and knowledge-led economy
and with a view to bringing the real fruits of Information technology to the
masses for their survival, development and empowerment, MKCL started
Maharashtra State- Certificate in Information Technology (MS-CIT)
course in the state of Maharashtra, since 2002. MS-CIT attempts to propagate
IT Awareness, Literacy, Functionality and Applicability among the common
people with a view to bridge the Digital Divide and the resultant Knowledge
Divide and Development Opportunity Divide. MS-CIT has thus emerged as a
gateway to careers and global developmental opportunities to the common
people.

During last 13 years, more than 10 Million Learners have registered

themselves for this course and have become smart users of IT. This is perhaps
the world’s highest record in the field of bridging the Digital Divide among
the masses and promoting Digital Citizenship among them! MS-CIT brand
has thus become synonymous with digital empowerment of common people
of Maharashtra in their personal, professional and social life.

MS-CIT Learners include school students and college youth, parents and
teachers, government employees and officers, employees and officers from
private sector and cooperative sector, doctors and engineers, lawyers and
accountants, artists and craftsmen, professionals and businessmen, farmers and
workers, women and senior citizens, activists and representatives of public,
etc.

Government of Maharashtra has also issued a Government Resolution stating

that among many other courses, MKCL’s IT literacy course viz. MS-CIT, is
also an essential eligibility criterion for recruitment to the posts of Grade A,
Grade B and Grade C in all the Government Departments and semi-
government organizations in the Maharashtra state. MS-CIT Learners are co-
certified by MKCL and the Maharashtra State Board of Technical Education.

MKCL’s PPP Network of Authorized Learning Centers (ALCs):

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In order to facilitate such a large number of learners in various parts of the
state, MKCL has established about 5500+ Authorized Learning Centers
(ALCs) under its unique public-private-partnership framework. With the help
of these network partners, MKCL offers wider accessibility of its services to
the masses with a uniform coverage in metros, cities, semi-urban areas as well
as rural, tribal and hilly areas of the state. In order to improve the outreach, a
few temporary satellite centers were also added to the network for the
convenience of larger number of learners registering in the summer vacation.

These 5500+ ALCs are equipped with state-of-the-art computing

infrastructure on LANs with their own 5500+ proxy servers backed up by
MKCL’s formidable, scalable and secure server farm infrastructure with
server virtualization and dynamic load balancing technologies at the central
data center and about 65,000 personal computers. These computers are
equipped with state-of-the-art operating systems, antivirus software,
application software and broadband internet connectivity. MKCL has also
installed Bio-metric finger-print recognition devices at all the ALCs for
learner identity and presenty management. All the personal computers at all
the ALCs are also being equipped on behalf of MKCL with the state-of-the-art
web-cameras for operationalizing the evidence-based learning and assessment
framework. These two facilities will help MKCL Network emerge as one of
the largest and reliable evidence-based Online Testing Facilities. All these
machines are managed online and supported remotely through MKCL’s IT
Assets Management Framework viz. WORM.

Apart from marketing, promotion, counselling, sales and academic services,

the network partners have regularly participated in common marketing fund
contribution for optimization of marketing expenses and avoiding duplications
and expanding the outreach. This year too all the network partners have
carried out a statewide Brand Cleansing Campaign for ensuring compliance of
brand specification guidelines so as to achieve MS-CIT Brand Enhancement
and Brand Persistence. All the network partners are also regularly
participating in frequent polling for taking various crucial business and
academic decisions in an open, transparent, democratic and participative
manner.

MKCL is constantly and very carefully nurturing this network for last 13
years. As a part of the nurturance activities, this year also the PPF Awards
were given to consistent performers of the decade. Similarly this year all 5500
ALC coordinators have been covered under Medical Insurance and Accident
Insurance. In addition many academic and business excellence awards have
been given to deserving ALCs. Microsoft and Adobe licenses have also been
distributed to eligible ALCs. All these initiatives of MKCL have enhanced the
atmosphere of confidence and mutual trust between MKCL and 5500 ALCs
spread over the entire state.
This year a rigorous definition of Model ALC has been synthesized through

7
series of discussions and brainstorming sessions at various levels. The
assessment of ALCs shall commence on these critical performance indicators
and sub-indicators in the year 2015-16.

1.2.2. Describe the businesses

Youth Empowerment:

Apart from offering the eLearning, governance, and empowerment services to

millions of citizens in the state, leading to enhancement of their employability,
upward mobility and social status, MKCL’s state-wide network of 5000+
centers has also provided direct opportunities of direct self-employment,
employment and co-employment to about 25,000+ youth in the field of
strategic business coordination, IT training, marketing and counseling,
learning center coordination, hardware and network maintenance, OASIS
applicant facilitation at these centers in their native places by avoiding their
forced migration to big cities. Generation and decade long sustenance of
numerous indirect employment opportunities is yet another spin-off of
MKCL’s statewide network.

MKCL has also created many internship opportunities for youth such as
Digital Creations Internships, User Interface/ User Experience (UI/UX)
Design Internships, Internships through MKCL Finishing Schools in MKCL
and in many corporates in ITES/ BPM sector, 150+ Marketing Internships in
all districts of Maharashtra for promotion of MKCL’s products and services
and internships for operating Student Facilitation Centers (SFCs) and College
Facilitation Centers (CFCs) in various universities implementing MKCL’s
Digital University Framework.

Spread in India:

With a view to offer the benefits of MKCL’s proven pedagogy, technologies,

innovative business models, best practices, academic course offerings in
eLearning mode for enhancing employability, various IT-enabled solutions
and services in education, governance and empowerment sectors to the masses
outside Maharashtra at very low cost but with high quality, MKCL has
established Joint Venture Companies with the various State Governments.

Rajasthan Knowledge Corporation Limited (RKCL), Odisha Knowledge

Corporation Limited (OKCL) and Haryana Knowledge Corporation
Limited (HKCL) are notable examples of such collaborative endeavors. All
these JVs are self-sustaining and wealth creating ventures with remarkable
positive social impact in digital empowerment of common people in these
states and a source of pride for respective state governments. Apart from
establishing the validity of MKCL’s vision and model outside Maharashtra,
these JVs have also proven to be a modest source of earning for MKCL,
largely by way of royalty on various IPRs of MKCL.

In addition to the abovementioned states, MKCL also regularly and

8
successfully implements many of its digital frameworks, products, solutions
and services in other 10 states of India viz. Gujarat, Goa, Karnataka, Uttar
Pradesh, Bihar, Jharkhand, Madhya Pradesh, Chhattisgarh, Andhra
Pradesh and Tamil Nadu for propagation of MKCL’s products and services
in these states.

Spread Abroad:

With a view to propagate the rich repertoire of its intellectual property, MKCL
has also created joint ventures abroad through its subsidiary viz. MKCL
International FZE, Sharjah, UAE.

MKCL Arabia Ltd (in Saudi Arabia along with its branch in Egypt) and
MKCL Lanka (Private) Ltd. are the existing operational
Joint Ventures

1.3. Organization Structure

Consolidated List of Programs, Teams, Consortiums, Consultants in MKCL

.Name of the Enabling Program

 Corporate Management Program (CMP)

 Infrastructure Development Program (IDP)
 IT Infrastructure Development and Management Program (IT Infra-
DMP)
 Software Development Program (SDP)
 Educational Products Development Program (EP-DP)
 Digital Creations Program (DCP)
 Brand Creation and Brand Enrichment Program (BC & BEP)
 Network Partnerships Management Program (NP-MP)
 Customer Relationship Management Program (CRMP)
 Quality Management Program (QMP)

Name of the Business Development Program

 Knowledge Lit Skills Development Program (KLSDP)

 Knowledge Lit Careers Development Program (KLCDP)
 MKCL Finishing Schools Development Program (MFS)
 Digital University Business Development Program (DU-BDP)
 OASIS Business Development Program (OASIS-BDP)

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  eGovernance Business Development Program (eGov-BDP)
 Super Campus Business Development Program (SC-BDP)
 Educational eGovernance Business Development Program (Edu eGov-
BDP)
 Nationwide Business Development Program (N-BDP)
 International Business Development Program (Int-BDP)

Software Framework

 MKCL-OS
 MKCL-ERP (MKCL)
 SOLAR: Network Partnerships Management Framework
 ERA - LCMS Framework (including Sequential, TAC, TABC, TAGC,
DIY, eTutoring, Content Factory, Assessment JVs, AMS, cERA,...)
 ERA- Online Examinations and Assessment Frameworks (including
Question Banking, Mastering, IPT, Typing, cERA, OMR, Online
Recruitment Exam, Peer Assessment, QOES)
 EASY
 Digital University
 Digital University New Framework
 Super Campus
 OASIS Admissions and Recruitments Framework
 Project Configuration and Management System
 Secure eTendering System (SeTS)
 MLS, Model Village and Society Management Frameworks
 Content Development Organization (CDO)

List of Teams

Name of the Team

 Program Coordination Team

 Materials & Services Procurement Team (MSPT)
 Investment Management Team
 Library Management Team
 Quality Management System (QMS)
 Information Security Management Forum (ISMF)
 Website and Social Media Integration Team

List of Consortiums

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Name of the Consortium

 Software Development Consortium

 Center Manager's Consortium

List of Departments in Corporate Management Program

 Corporate Matters
 Legal Affairs
 Human Resources Development
 Accounts
 Audit
 Facilitation Efficiency
 Materials and Services Procurement Team (MSPT)
 Center Management and Facilitation
 Stores
 Central Library

Consultants

 Corporate Management Program

 Educational Products Development Program
 Digital Creations Program
 Network Partnerships Management Program
 Digital University Business Development Program
 MKCL Finishing Schools

1.4. Its various products/services

Various programs and projects being implemented for masses by Channel

Partner Network are as follows:

1. IT Literacy and Functionality

2. Educational eGovernance Programs

3. Community Development and eEmpowerment Programs

MKCL’s Knowledge-Lit Careers Development Program - KLiC:

In addition to the IT literacy course, MKCL, under its KLiC brand, also offers
employability skills development modules as KLiC Certificate Courses at
about 4000 ALCs in the state in many disciplines such as Creative Digital
Arts, 3D Modeling, Publishing, Illustrations, Graphic Design, Image Editing,
Multimedia and Animation, AutoCAD, Web Designing, Video Editing,

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Programming, Hardware and Networking, Life Skills for Workplace
Readiness, Retail Management, Selling, Banking Financial Services and
Insurance, Personal Financial Management, Financial Accounting, KPO, BPO,
eEducation (IT for Teachers), etc. The focus of KLiC Courses is on
knowledge-based skills and Career development in diverse areas of services
sector. In order to assist the learners in selecting a KLiC Course, this year a
very innovative test viz. KLiC Inclination Test has been developed and
deployed.

This year new open source LMS deployed for this purpose has been further
improved. The KLiC Learners enjoy the benefits of this MKCL’s unique
eLearning environment and MKCL’s role-based and work-centric (and not
book-centric or information-centric) vocational education approach. During
the course, the learners are trained to produce socially useful and productive
work (SUPW) as enshrined in Mahatma Gandhi’s Nayi Taleem. The learning
process is so designed that it begins with work, from the work, learner derives
knowledge and then applies that knowledge to produce wholesome work.
Thus, the learner development continues on an ever evolving upward spiral.
KLiC Courses try to develop earning potential through (L)earning!

These learners are assessed by using MKCL’s Evidence-Based Assessment

System which enables assessors to evaluate the skills of the remote assessees.
This upward spiral continues to take the learner to higher levels of excellence
and enhances his/her employability, knowledge, confidence and self-esteem.
KLiC Courses are certified by the Yashwantrao Chavan Maharashtra Open
University. This year more than 30,000 learners registered for KLiC Courses.

MKCL’s EASY (Earning assistance Services to Youth):

In order to encourage especially the rural and semi-urban youth to pursue

careers in the knowledge-based economy, MKCL awards free KLiC, KLiC +,
KLiC++ Diploma Certificates to KLiC learners who successfully complete 4, 5
or 6 KLiC Certificate Courses, preferably in a particular track.

The KLiC Diploma holders are being further developed in the area of Digital
Freelancing so as to ensure decently rewarding, locally pursuable and globally
relevant careers with earning opportunities in the virtual freelancing space.
This is a modest step taken this year as a yet another experiment of MKCL in
bridging opportunity divide.

Instead of indefinitely waiting for a placement in a company, a KLiC learner

can start modest earning through freelancing if s/he is adequately trained and
facilitated. In case of especially meritorious women from rural and semi-urban
areas, this may prove to be an empowering boost in the context of their
inability to leave homes and travel daily to workplaces or leave native places
and migrate to big cities for a job.

In order to accomplish this ambitious objective of Earning Revolution for

All (a new full form of ERA!) a software framework called EASY (Earning

12
Assistance Services to Youth) has been developed this year to train these
KLiC learners to actually perform in a mock freelancing market place and earn
money as well as self-confidence to enter into digital freelancing.
Meritorious learners are being given digital freelancing opportunities by
MKCL through EASY and they will be suitably rewarded by MKCL subject
to actual delivery of artefacts strictly meeting the stipulated quality and
delivery periods. A facilitation and fulfilment team has been created at
MKCL’s newly created branch office at Seawoods, Navi Mumbai for guiding
thousands of KLiC Learners spread across the state and for handholding with
them for their successful entry into the exciting world of digital freelancing.

MKCL’s Mastering Series:

In view of Government of India’s decision to conduct ‘One Nation One CET’

for admissions to Engineering colleges in the form of JEE MAIN wef April
2014, MKCL recognized the need of thousands of junior college students
aspiring to prepare for JEE but are not financially equipped to pay for the
costly services for preparation. Inaccessibility of testing resources, assessment
services and personalized post-assessment feedback were identified as
additional impediments to a large number of students who were unable to
migrate to cities.

MKCL, therefore, launched a truly online as well as an ALC-based quasi-

online mock testing series with instant online assessment and automated
personalized feedback service under its new brand – ‘MASTERING JEE’. It
is a facility available almost anytime, anywhere.

This test series has chapter-wise tests, combo-tests as well as full paper tests
for Physics, Chemistry and Mathematics. It is not just a low cost but a high
academic quality offering. Each multiple choice option in the answers of
thousands of questions is a well-designed conceptual distractor rather than an
option being either obviously correct or arbitrarily wrong. All options are non-
obvious, all of them appear to be correct and the wrong ones among them
point out the conceptual gaps of the learners erroneously selecting them. The
learners can, therefore, be counseled by the system for improvement by
providing necessary academic inputs. The test series is thus not just formative
but diagnostic and corrective.

Because of the richness and abundance of assessment content of a difficulty

value matching that of the questions in JEE MAIN, this offering received good
response in the first year itself. We have also offered MASTERING
MEDICAL ENTRANCE under the same framework with question banks on
Biology which also received a good response.

This year MKCL’s English Typing Speed Test has also been brought under
the Mastering Framework and exceeding 10,000 learners have registered for it.

MKCL Finishing Schools:

13
This year MKCL in partnership with some of the leading corporates in the
ITES/BPM sector such as Tata Business Support Services Ltd, Tech Mahindra
Ltd, WNS Ltd. MKCL, etc. implemented the second year of 3-year B.A. in
Services Administration degree program recognized by Yashwantrao Chavan
Maharashtra Open University. This program shall be offered as BBA from the
academic year 2015-16.

This is a very innovative “learn while you earn” type of degree program in
which students from rural and economically disadvantaged sections of the
society were given internships in these corporates in the area of customer care.
They are acquiring knowledge through actual work in the company and
applying this knowledge to make the work more profound and wholesome. It
is recognized by giving them work credits having 50% weightage in the
degree program. From this year end-of-the-day reflection sessions by senior
members have been included in the educational process and have proven very
effective for the students to derive knowledge from the work done during the
day.

The remaining 50% credits are knowledge credits which are earned through
eLearning. For this purpose a constructivist ERA framework under the brand
LIVE (Learning In Vocational Environment) ERA framework has been
deployed. In the eLearning component the students are given an opportunity of
situational learning to gain insight of various verticals of services sector such
as: 1. banking 2. Finance 3. Accounting 4. legal 5. insurance 6. hotels, 7.
restaurants 8. Hospitality, 9. Travel and tourism, 10. Education, 11. healthcare,
12. trading, 13. Messenger services, 14. Communications, 15. Business
process outsourcing BPO and KPO 16. call centers, front office management
and CRM 17. transportation and logistics, 18. event management 19. Art,
culture, media and entertainment 20. retail 21. IT Infrastructure Support, 22.
Market Research, etc.

This unique program attempts to solve the problem of attrition in the

corporates, problem of unemployment among the students, problem of
relevance of degree program in the universities vis-à-vis the needs of industry
and problem of social unrest among the educated but unemployed youth as
faced by the government and society.
MKCL’s Digital University:

Under its Digital University and Digital College software frameworks, MKCL
now offers direct student facilitation services to
14 universities, 6000 colleges and 4 million+ students every year. The
footprint of Digital University has now also been consolidated in Gujarat and
is fast expanding in Haryana and Odisha.

Digital University is essentially a software framework for seamless

management of life-cycles of millions of students, thousands of institutions
and tens of thousands of courses/credits. The digitally empowered students’
life-cycle management is the core of this framework. It offers eServices at
affordable costs to millions of students at all stages throughout their university
life-cycle right from the student online admissions up to the award of
14
degrees and placement assistance.

It is one of the most highly scalable, integrated, seamless and end-to-end

Educational eGovernance Framework in Indian Higher Education sector and
has applicability to Open and Distance Learning (ODL) sector as well
involving Open Universities and Distance Education
Directorates/Departments of traditional Universities.

Being well architected and parameterized, this framework is also applicable

for the Educational eGovernance of the School Networks such as SSC,
HSC, CBSC Boards or Parent Bodies with large number of affiliated schools
for their online School life-cycle management, course life-cycle management,
and student life-cycle management at very affordable cost and with high
quality.

MKCL’s OASIS:

MKCL, under its Online Application Solutions and Integrated Services

(MKCL’s OASIS) brand, offers end-to-end online admission, online
examination with instant results, online selection based on instant merit-list
generation, online scholarships disbursements, online recruitments, CRM,
government scheme implementation services to exceeding 2.5 million+
students/ applicants/ candidates/ beneficiaries every year. The cumulative
count of OASIS applicants over last 13 years has exceeded the 12.5 million
mark!

MKCL’s OASIS Framework together with the ERA Online Evaluation

Framework has been used for online admissions and online entrance tests in a
fast-track, transparent and affordable manner for B.E./B.Tech. M.E./M.Tech.,
Medical, Pharmacy, Architecture, MBA, MCA, B.Ed, ITI, various
Diplomas and Ph. D. courses over a decade.

MKCL’s OASIS Framework supports several government departments, local

self-government agencies, semi-government organizations, universities,
directorates, boards, educational institutions, banks, public, private and
cooperative sector employers, etc. for their IT-enabled recruitments in a fast-
track manner and with effective outreach to the masses on a state-wide scale
including rural, tribal and hilly areas through MKCL Network.

MKCL’s OASIS has offered erstwhile inaccessible higher education

opportunities and job opportunities to thousands of needy youth from all these
areas in an affordable and transparent manner.

MKCL’s eGovernance Initiatives:

• MKCL’s Secured eTendering System – MKCL’s SeTS - is a proven

solution for eProcurement and eAuctioning and is being used by many
Public, private and co-operative Sector Undertakings over last decade
for procurement of good and services exceeding about 8 Billion+ US
Dollars in a transparent and secure manner with significant reductions in

15
 procurement life-cycles and procurement costs. This solution, apart from
being applicable to individual companies, is also being preferred by
sector-wise associations of various industry verticals to cut down the
cost of raw materials by the periodic collective/group procurement for
their members.

• MKCL has also designed and partially developed a comprehensive

framework for eGovernance of Maharashtra Legislative Secretariat
(MLS) and so far 4 sessions of Maharashtra Legislative Assembly and
Council have been successfully managed through this framework.

Excellence and Talent Nurturance Program:

MKCL has been implementing Maharashtra Olympiad Movement for last

eight years and has nurtured several talented school children from all over the
state for their entry into international science, mathematics, astronomy, earth
sciences and environment Olympiads. This year in addition to the state-level
nurturance camp, several district-level nurturance camps were organized to
facilitate larger number of deserving students.
MKCL’s Other Products and Services:

Apart from these products and services, MKCL also has developed and started
business selling and deploying many state-of-the-art transformative
frameworks, products, solutions and services such as:

1. MKCL OS (Repository of commonly required/reusable software

components)
2. MKCL’s Ideal Gram Assessment Framework
3. MKCL’s Household Survey and Micro-Planning Framework
4. MKCL’s GPS Based Mapping, Monitoring and Tracking System
5. MKCL’s My Smart Society Framework
6. MKCL’s eVidyalaya Framework
7. MKCL’s eTutoring System
8. MKCL’s Statewide School Network MIS Framework
9. MKCL’s SuperCampus Framework for Educational Campuses
10. MKCL’s Assessment and Accreditation Framework
11. MKCL’s Secured Remote Question Paper Delivery System
12. MKCL’s Online Evaluation Framework
13. MKCL’s Libreria (for Library Automation of educational institutions)
14. MKCL’s HRM System (for Human Resources Management)
15. MKCL’s Universal Payment System
16. MKCL’s MyPortal (for developing web portal of any organization)
17. MKCL’s Webcasting System
18. MKCL’s IT Assets Tracking System
19. MKCL’s Workflow Management Framework

16
20. MKCL’s Document Management System
21. MKCL’s Hobby Homes for Sciences

17
CHAPTER 2: BUSINESS PROCESS

2.1. Describe the process

To standardize effectively requires a good understanding of the differences

between divisions’ management teams, their inputs, their products and
customers, and the constraints under which they work.

Process of: MSCIT Learner Lifecycle

Learner Lifecycle Management covers the following key areas:

 Application
 Admissions
 Registration
 Exams
 Fees
 Progression
 Result

2.2. Describe the various roles that perform this process

 Call center executive

Customer Service Executives are required to answer incoming calls
from customers for various reasons- take orders, answer inquiries,
resolve complaints and provide information. 

 Customer relationship manager

As a Customer Relationship Manager, your primary responsibility is
maintaining long-term, post-sales relationships with existing customers
across a wide selection of companies and industries. You will pro-
actively work with customers. Your primary responsibilities are to
engage the appropriate contacts to ensure that their changing business
objectives are identified and are being met by the current and future
implementations. You play the role of the customer’s advocate to
ensure they are receiving appropriate support from all areas of the
business. To be successful in this role, you will need to be goal-driven,
creative, detail-oriented and enthusiastic about providing exceptional
service to meet our customers' business needs. The Customer
Relationship Manager will also be expected to take on a leadership role
within the customer project team, assuming full ownership of projects

18
 that will contribute towards the team’s growth and objectives. You will
work under the guidance of a manager within the Client Services
department to create project plans, engage relevant stakeholders,
execute the projects and analyze results.

 Strategic business unite SBU

SBU is a person who is solved issues which are faced by ALC. SBU
coordinator: these are our strategic business units look after provide the
support, If any problem while Learning SBU Will help to ALC, SBU
Provide Any Technical or Academic help required to ALC.

 Era support team

Technical support team monitors and maintains the computer systems
and networks of an organization. They may install and configure
computer systems, diagnose hardware and software faults and solve
technical and applications problems, either over the phone or in person.

 LLC coordinator
Provide Study Material to ALC in Advance, Monitor Learner
Learning, and LLC Hand over certificate to ALC

 ALC coordinator
Once the learner submits his/her details, relevant documents and pays
the fees, the MS-CIT ALC coordinator will fill the learner details in
the MKCL software and upload the learner data. Further, the ALC
coordinator will hand over a fee receipt. ALC coordinator will hand
over the MS-CIT book (study material) whose cost is already included
in the fee.  The book is provided as per the medium selected by the
learner (English, Marathi, Hindi)ALC Will Provide Headphone and
Computer to Learner and Start Learning, Center is prepare for Exam
Center Setup and Conduct Exam of all allocated Learner and Upload
Data to MSBTE Server and Submit All Report and Database to
MSBTE,ALC Handover Certificate to Learner.

 Regional manager
Regional manager is a person who is responsible for the districts he
got. If any query and complaints in this district so it’s their duty to
solved all the problems which faced alc centers in his districts

 MSBTE
MSBTE will Process Learner data for Exam and Generate Hall Ticket,
Allocate Exam center, Process Exam Data and Generate Final
Certificate, Send Certificate to MKCL.

19
  Learner:
Who is taking admission for course.

2.3. Describe the responsibility of each role

 Call center executive
1. Attending Incoming calls: attending the call for various issues from
customer and give the solution by responding call. Call regarding new
center registration, certificate not received, bill payment, center closer
refund amount, technical issue, course enquiries, etc.
2. Calling to network partner: calling to respective Local Lead Center
coordinator, Strategic business unite SBU and Marketing Intern for the
particular Region to get follows for issue, problem, queries, demand,
request, or whatever they required from MKCL to develop productivity
and effectiveness in business.
3. Identifying issue: identify the issue whether it’s technical or
nontechnical and report it to respected consult person.
4. Keep the record: keep the record of received document/bill from LLC
RLC in excel sheet by particular LLC Name, issue record such like
learner details edit, exam not come, center details edit, era issues,
NEFT issue, login ID Password required, etc. and report it to consult
person by sorting.
5. Inform to Customer by Call and email: inform to customer for their
issue when it will get resolve or for solution.

 Customer relationship manager

1. Take full responsibility for managing a growing customer portfolio

within the assigned region
2. Data processing: download the data for MS-CIT admission and
compare with last year, get the admission growth than last year by
using MS-excel tool and send the separate email to LLCs in a
particular region for their reference and ask for do the maximum
admission by dateline.

 Era support team

1. Bridging the communication gap between MKCL and the OES/ERA

End Users (Authorized Learning Center)
2. Coordinating with the SBU for in regular time interval
3. Preparing Video guides/ documents for troubleshooting for regular
occurring problems
20
4. Helps the business development and technical team with my
meaningful feedback for product improvements and customizations.
5. Helps in technical support for exam conduction.
6. QC for the question bank.
7. Technical support for ERA/OES for complete MKCL Network
8. Timely analysis of ERA supports issues, which serves in issue
minimization.
9. ERA course content QC for MKCL & JVs
10. Coordinating with the ERA development team & Business
Development team for further corrective actions to avoid repetitive
issue.

 LLC coordinator
Provide Study Material to ALC in Advance, Monitor Learner
Learning, and LLC Hand over certificate to ALC

 ALC coordinator
Once the learner submits his/her details, relevant documents and pays
the fees, the MS-CIT ALC coordinator will fill the learner details in
the MKCL software and upload the learner data. Further, the ALC
coordinator will hand over a fee receipt. ALC coordinator will hand
over the MS-CIT book (study material) whose cost is already included
in the fee.  The book is provided as per the medium selected by the
learner (English, Marathi, Hindi)ALC Will Provide Headphone and
Computer to Learner and Start Learning, Center is prepare for Exam
Center Setup and Conduct Exam of all allocated Learner and Upload
Data to MSBTE Server and Submit All Report and Database to
MSBTE,ALC Handover Certificate to Learner.

 Regional manager
Regional manager is a person who is responsible for the districts he
got. If any query and complaints in this district so it’s their duty to
solved all the problems which faced alc centers in his districts

 MSBTE
MSBTE Verify Learner Photo and Sign and Data, MSBTE will
Process Learner data for Exam and Generate Hall Ticket, Allocate
Exam center, Process Exam Data and Generate Final Certificate, Send
Certificate to MKCL.

21
 Strategic business unite SBU
SBU is a person who is solved issues which are faced by ALC. SBU
coordinator: these are our strategic business units look after provide the
support, If any problem while Learning SBU Will help to ALC, SBU
Provide Any Technical or Academic help required to ALC.

 Learner:

The learner should go to the MS-CIT Authorized Learning Centre

(ALC). To find out a MS-CIT center nearest to you,
www.mkcl.org/mscit.The learner should fill an application form
available at the MS-CIT Authorized Learning Centre (ALC), along
with the prescribed fees. The fees can be paid in three modes.
Relevant documents to be carried at the time of admission are: Xerox
copy of Photo Id proof signed by the learner, 1 copy of passport size
photograph (colour or Black & White).Learner is expected to verify
the online details filled in by ALC Learner should attend 2 Hour Daily
(1 Hr. Classroom and 1 Hr. Lab).Learner Solve TAC and Online Test,
Do it Your Self and Proccessfolio. Learner will appear Exam and after
completion of Exam instally collect Provisional certificate

22
 CHAPTER 3: PROCESS ANALYSIS

3.1. Mention the objective of the process

This process improves the experience of learners by providing high quality
services that are fit for purpose, flexible, accessible, and responsive. This
process is designed to develop new set of business processes and an
organizational structure which will efficiently and effectively support to or
leaner.
The key objective of the Learner lifecycle process:
 Improves the learner experience
 Improves the staff experience
 Improves efficiency and effectiveness
Learner lifecycle process will review all business processes and systems used
by centers to support our learners.
This process will improve service delivery so the learner experience is
enhanced, by focusing on operational excellence.

23
 3.2. Workflow diagram of the process
MS-CIT ALC
Fill an application Documents to be carried:
The learner should coordinator will
form available at Xerox copy of Photo Id
go to the MS-CIT fill the learner
the MS-CIT Centre, proof signed by the
Authorized details in the
along with the learner, 1 copy of
Learning Centre MKCL software
prescribed fees passport size photograph and upload the
learner data.

Learner is eligible to ALC coordinator Learner is expected Further, the ALC

start learning instantly will hand over the to verify the online coordinator will
through ERA, using his MS-CIT book details filled in by hand over a fee
User ID and password ALC. receipt

ALC Will Provide Learner Solve TAC If any problem

Learner should attend
Headphone and and Online Test, Do it while Learning
2 Hour Daily (1 Hr.
Computer to Learner Your Self and SBU Will help to
Classroom and 1 Hr.
and Start Learning proccessfolio ALC
Lab)

Monitor unethical Monitor Learner Provide Study Material Provide Study Material
Practice Done by Learning to ALC in Advance to LLC in Advance
ALC

As per Eligibility MSBTE will Process

Verify Learner MSBTE Verify Learner data for Exam
criteria MKCL send
Internal Score and Learner Photo and and Generate Hall
Learner Final Score
send data to MSBTE Sign and Data Ticket
to MSBTE

Center is prepare for Exam Center

Learner will appear Exam Setup and Conduct Exam of all
and after completion of allocated Learner and Upload Data to Allocate Exam center
Exam instally collect MSBTE Server and Submit All Report
Provisional certificate and Database to MSBTE

Process Exam Data and Send Certificate MKCL dispatch LLC Hand over
Generate Final Certificate to MKCL Certificate to LLC certificate to ALC

ALC Handover
End process
Certificate to Learner

24
3.3. Describe each activity at each level
1. The learner should go to the MS-CIT Authorized Learning Centre
(ALC). To find out a MS-CIT center nearest to you,
www.mkcl.org/mscit.
2. The learner should fill an application form available at the MS-CIT
Authorized Learning Centre (ALC), along with the prescribed fees. 
The fees can be paid in three modes.
3. Relevant documents to be carried at the time of admission are: Xerox
copy of Photo Id proof signed by the learner, 1 copy of passport size
photograph (colour or Black & White).
4. Once the learner submits his/her details, relevant documents and pays
the fees, the MS-CIT ALC coordinator will fill the learner details in
the MKCL software and upload the learner data. Further, the ALC
coordinator will hand over a fee receipt.
5. Learner is expected to verify the online details filled in by ALC.
6. ALC coordinator will hand over the MS-CIT book  (study material)
whose cost is already included in the fee.  The book is provided as per
the medium selected by the learner (English, Marathi, and Hindi).
7. After the learner receives the study material, the learner is eligible to
start learning instantly through ERA, using his User ID and password.
8. ALC Will Provide Headphone and Computer to Learner and Start
Learning.
9. Learner should attend 2 Hour Daily (1 Hr. Classroom and 1 Hr. Lab).
10. Learner Solve TAC and Online Test, Do it Your Self and
Proccessfolio.
11. If any Difficulty in Learning, learning Facilitator will help to Learner.
12. If any problem while Learning SBU Will help to ALC.
13. SBU Provide Any Technical or Academic help required to ALC.
14. Provide Study Material to LLC in Advance.
15. Provide Study Material to ALC in Advance.
16. Monitor Learner Learning.
17. Monitor unethical Practice Done by ALC.
18. Verify Learner Internal Score and send data to MSBTE.
19. MSBTE Verify Learner Photo and Sign and Data.
20. As per Eligibility criteria MKCL send Learner Final Score to MSBTE.
21. MSBTE will Process Learner data for Exam and Generate Hall Ticket.
22. Allocate Exam center.
23. Center is prepared for Exam Center Setup and Conduct Exam of all
allocated Learner and Upload Data to MSBTE Server and Submit All
Report and Database to MSBTE.
24. Learner will appear Exam and after completion of Exam instally
collect Provisional certificate.
25. Process Exam Data and Generate Final Certificate.

25
26. Send Certificate to MKCL.
27. MKCL dispatch Certificate to LLC.
28. LLC Hand over certificate to ALC.
29. ALC Handover Certificate to Learner.

26
CHAPTER 4: CASE SCENARIO

4.1. Scenario Description

Error while attempting online test_MS-CIT

But the major matter is customer doesn’t go era and unaware about the
updates so they need of coordination and facilitation to get the proper solution.
Customer does share the issue by call or email to respected coordinator with
appropriate information necessary to get solution. Then coordinator identify
the issue and categories by technical & nontechnical, most of technical issue
report to direct ERA support executive by email which would allied to
eLearning and some related with the SOLAR system which reports
respectively to senior. Non-technical issues try to get resolve by own if it is
possible otherwise report to respected senior (Regional Manager) by email.
Some issues they transfer to technical team or developer team for enable and
get the solution for the same by the particular team for particular issue and
inform to coordinator for ask the respected customer that their issue got
resolve so check once and revert back to us.

4.2. Important Information

Learner not able to complete their era learning on time if the era support not
solved their problem as soon as possible and it also reduced the customer
satisfaction for the product so we ensure that we always taking feedback form
end users (learners) about what problem they faced or what he want to add in
our product so they are fully satisfied with us and it’s a important for any
organization that we support our customers when they faced any problems

27
regarding to our product our services. It helps to build a good relationship
between organizations to end user.

4.3. Issues faced

I was taking feedback from centers about why they didn’t start their student
era yet so most of them said that they are facing so many issues like:

Session completion test not open

When starting Era blank page appears
Candidate not found while attempting online test
Content not loaded properly and it takes so much time to start
And the center didn’t get any help from technical support when they need

28
CHAPTER 5: SCENARIO ANALYSIS
5.1. Probable Solutions
Some time we saw the unavailability of content is create negative environment
on the center. The main cause of this negative impact is the leaner unable to do
their learning continue. Inconsistent data found in the network contact when
we communicate any new changes or update its not reached on center in time.
Incomplete knowledge if center is unknown about the changes or update that
time they not update framework and face many issues.

System Environment local system environment not match at the time when we
gave them new changes this changes not done due to system requirement not
comfortable.

5.2. Describe each solution

If we work like this 5 steps so our issue will be solved and ALC and leaner
also happy with our service

Step 1:
Issues are reported by all ALCs through mail, phone call or internal
teams to ERA Support.

Step 2:
Once issue is reported to ERA support, ERA support executive checks
whether issue is known or unknown or issue is known but solution is
not working (Tagging Its Region Wise).

Step 3:
If issue is known then, ERA support executive first guides the ALC
about why the issue has occurred and also guides the ALC about how
to solve the issue. (If needed then take team viewer access i.e. remote
access of ALC computer to solve the issue).

Step 4:
If issue is unknown then, ERA support executive first reports it to
technical team by raising ticket through support.mkcl.org. ERA
support executive assigns support ticket to concern person of technical
team and takes follow up for permanent solution. Technical team then
reverts back with solution to ERA support team or directly
communicates it to ALC. If solution is communicating d to ERA
support team then ERA support executive checks whether issue is

29
 resolved with the solution or not. If issue is not resolved with the given
solution then ERA support team reverts a previous ticket back to
technical team. If issue is resolved by given solution then ERA support
executive closes the respective ticket through support. Mkcl .org and
closes the issue by sending mail or by phone calls.

Step 5:
If issue is known but solution is not working then, ERA support
executive first reports it to technical team by raising ticket through
support.mkcl.org. ERA support executive assigns support ticket to
concern person of technical team and takes follow up for permanent
solution. Technical team reverts back with solution to ERA support
team or directly communicates it to ALC. If solution given by
technical team to ERA support team then ERA support executive
checks whether issue is resolved using given solution or not, if issue is
not resolved by using given solution then revert a ticket back to
technical team. If issue is resolved by using given solution then ERA
support executive closes the respective ticket through support.mkcl.org
and close the issue by sending mail or by phone call.

5.3. Identifying the most suitable solution

1. How Frequently They Happen
The frequency of the issues increased in mega batches and when releases new
update of framework application. Issue occurring ratio extends in new updates
because of unknown issues come on that time and it’s not easy to fix and
resolved on priority.

Important Problem

 Login related
 Data base Connection issues
 Update related
 Database backup(From MKCL)
 Content related
 Course and Learner download
 Data uploading

2. Needs More Focus and Attention

The issues priority defines on its count some time I observed that the issue are
unknown so in this case we focus every problem. In regular support I try to do

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solutions immediate. In some cases the issue priority go high like few ALC
having issue in login and few of them update at that time I try to priority on
update issue if they have not done update their learning goes stop and leaner
not able to complete learning in time.

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CHAPTER 6: SOLUTION/ RESULT/ OUTCOMES
6.1. Results/ Outcomes
Following table we can see the issue has occurring same ratio so at that time
we have trying to do support early as. The table frequency is show problem
are different.

Following table you can see the issue priority show through the arrow

 Up/Green arrow show high priority of issues

 Down/Red arrow show Low priority of the issues
 Right/Yellow arrow show medium priority of issues

Category  Issue Priority

Activation 7
Antivirus re late d 0
As s ignme nt Marks 3
as s ignme nt uploading 16
B atch not s e e n 4
B rows e r Is s ue 2
Conte ntVie we r 0
Copy conte nt from DVD 4
Cours e Conte nt 17
Cours e download 14
Cours e e nd 8
Databas e B ackup 13
Databas e re s tore 6
Do it Yours e lf 5
Exam Eligibility 2
Flas h Playe r 14
Forgot Pas s word 5
Ins tallation 10
Ins talling Update s 23
Inte rne t conn not in Ce nte r 4
Java Re late d 16
Le arne r download 8
Le arne r home page 6
Le arne r Marks 2
LF AUTHENTICATION FAILED 3
Login re late d 26
Lrn marks ERA to SOLAR 12
Mys ql is s ue 27
Plugins 6
QOES 11
Re fMate rial download is s ue 20
Se que ntial Re late d 14
SQL Re late d 17
Sync cours e 24
Sys te m date time change 4
Sys te m re late d 10
Tomcat Re late d 16
Update r 23
Upload Data 28

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6.2. Learnings
 The main source of the finding issue is the client. They will report us
various type of issue. While getting feedbacks from ALCs and SBUs I
realized that we have very large number of (5000+) ALCs and the one
more thing we lag in is ‘Communication’. We have a huge
communication gap among the network partners. Also I have point out
some method to find out problems they are follows,
 There may be more than one root cause for an event or a problem,
wherefore the difficult part is demonstrating the persistence and
sustaining the effort required to determine them.
 The root causes identified will depend on the way in which the
problem or event is defined. Effective problem statements and event
descriptions (as failures, for example) are helpful and usually required
to ensure the execution of appropriate analyses.
 To be effective, the analysis should establish a sequence of
events or timeline for understanding the relationships between
contributory (causal) factors, root cause(s) and the defined problem or
event to be prevented.
 To be effective, root cause analysis must be performed systematically,
usually as part of an investigation, with conclusions and root causes
that are identified backed up by documented evidence. A team effort is
typically required.

6.3. Scope of Improvement

 The organization shall determine and select opportunities for
improvement and implement any necessary actions to meet customer
requirements and enhance customer satisfaction.
 These shall include:
a) Improving products and services to meet requirements as well as to
future needs and expectations;
b) Correcting, preventing or reducing undesired effects;
c) Improving the performance and effectiveness of the quality
management system.

1. Nonconformity and corrective action :When a nonconformity occurs

, including any arising complaints, the organization shall;

a) React the nonconformity and, as applicable:

1) Take action to control and correct it;

2) Deal with the consequences;

b) Evaluate the need for action to eliminate the result (s) of the
nonconformity, in order that it does not recur or occur elsewhere , by:

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 1) Reviewing and analyzing the nonconformity;
2) Determining the cause of the nonconformity;
3) Determining if similar nonconformities exist, or could potentially
occur;
When nonconformity occurs, including any arising from complaints, the
organization shall:

1. Implement any action needed;

2. Review the effectiveness of any corrective action taken;
3. Update risks and opportunities determined during planning, if
necessary;
4. Make changes to the quality management system, if necessary.
5. Corrective actions shall be appropriate to the effects of the
nonconformities encountered.
The organization shall consider the results of analysis and evaluation,
and the outputs from management review, to determine if there are
needs or opportunities that shall be addressed as part of continual
improvement.

2. Nonconformity and Preventive action

A preventive action (PA) addresses the potential for nonconformity to
occur.
PA requires you to conduct trend analysis to identify issues that may
lead to non-conformances and address them before they become non-
conformances
ISO 9001:2008 sections 8.5.3 says preventive action determines and
eliminates the causes of potential nonconformities … to prevent
occurrence

Preventive Action however is not focussed on what has happened but

on what might happen. The focus is therefore on looking at trends and
seeking to improve the way the business operates so that future
problems can be minimised and business efficiencies can be
maximised. As the system improves it is likely that the number of
Corrective Actions will reduce and the number of Preventive Actions
will increase. This is a sign of a mature and effective system and is
likely to be reflected in minutes of management review meetings
where the greater focus is on identifying future improvements than on
addressing corrective actions to address recurring problems..

Preventive Action Process

• Take proactive steps to ensure a potential nonconformity does not

occur.

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• Employ process and system analysis to determine how to build in
safeguards and process changes to prevent non-conformance.

The following are all Preventive Actions that most “certified” organizations
would use although they may not be recognized as such
• A documented management system
• Documented procedures
• Policies
• Work Instructions
• Training
• Meetings
• Management Review
• Audits
All of the above provide guidance of how to do things correctly therefore they
are all preventive actions. The audit process seeks to find potential problems
before they emerge and when done correctly; the audit process should also
seek to confirm that the process under audit is effectively implemented and
maintained.

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CHAPTER 7: CHALLENGES
7.1. List of Challenges/ Difficulties faced in the process
 Communication gap
 Dependency of third party
 Inconsistent data
 Incomplete Knowledge
 Systems issue

The main cause of this negative impact is the leaner unable to do their learning
continue. Inconsistent data found in the network contact when we
communicate any new changes or update its not reached on center in time.
Incomplete knowledge if center is unknown about the changes or update that
time they not update framework and face many issues.

7.2. Describe the challenges/ Difficulties

Communication gap:

 The communication gap is when there is fear among employees; they

can’t pay attention properly to what is being communicated.
 If there is mistrust between two employees or groups, communication
gap emerges, because either of them does not either want to convey
proper message or does not convey the message at all.
 Improper body language or tone not only creates communication gaps,
but it also leads to aggrieved feelings.

Dependency of third party

 For dependencies, having self-sufficient teams or ensuring

dependencies can be resolved within the team can be preventative
measures, depending on the project. But if that’s not possible, teams
should try and identify dependencies as soon as they can. Preferably,
they will have the ability to raise dependencies across teams using a
common mechanism which works to facilitate end-to-end visibility
irrespective of individual team structures or the underlying
methodologies used. While this is easier said than done, following are
some best practices people have used to try and manage dependencies.

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Inconsistent data

 Inconsistency is where you have different data for what should be the
same thing, as a result of one piece of data having a few copies

Incomplete Knowledge

 In some situations customer ask something which you will not aware
or didn’t know anything about it so in that case it seems that there is a
lack of knowledge and because of this customer will be disappointed
without service.

Systems issue

 Sometimes our systems has issued like calling software not opened,
machine hang, machine work slowly etc.

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CHAPTER 8: SCOPE OF IMPROVEMENT
8.1. Steps taken to avoid/tackle the Challenges

Build the Team

Describe the Problem
Implement a Temopary
Identify and Eliminate
Verify the Solution
Implement a Permant Solution
Prevent the Problem From Recuring
Team Success

8.2. Ways to improve the process

"Problem Solving" is an English term which indicates "effort of overcoming
the difficulties by trying solutions". The pace of change in the nonprofit sector
has had an impact on workplace learning. Think of the current positions in
your organization and the need for increased competence in change
management, fundraising, and diversity management and so on, then our team
check details without any time waste to solve this problem

8.3. Any suggestions for implementing the improvements

Positive feedback involves telling someone about good performance. Make

this feedback timely, specific and frequent. Recognition for effective
performance is a powerful motivator.

Constructive feedback alerts an individual to an area in which performance

could improve. It is descriptive and should always be directed to the action,
not the person. The main purpose of constructive feedback is to help people
understand where they stand in relation to expected and/or productive job and
workplace behaviour.

Often, it is the positive and supportive feedback that is most readily and easily
shared, while finding the right way to provide constructive feedback to address
a particular performance issue can be more daunting. It’s important to do this

38
when an issue first arises - before it escalates into a significant problem. Here
are a few points to consider when giving constructive feedback:

If I am doing wrong activity to correction and improvement, and correctness is

process of doing improvement because its company benefits save time and
cost hence above points shows needs immediate solution.

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CHAPTER 9: LEARNINGS
9.1. Point out your learning
During mentored work experiences, I have mastered the skills that industry
experts identified as critical to success, such as:

 Soft skills:
Personal attributes that enable someone to interact effectively and
harmoniously with other people
 Workplace Skills:
We are committed to providing content designed to enhance the skills of
young adults, increasing their chance of employability and a successful
career. Basic working knowledge of productivity tools and computers,
along with knowledge of health and safety regulations, will give aspiring
youth an edge in securing the right job.  
 Customer service:
Customer service is the provision of service to customers before, during and
after a purchase. The perception of success of such interactions is dependent on
employees "who can adjust themselves to the personality of the guest".
 Cost control
Cost control is the practice of managing and/or reducing business expenses. Cost
controls starts by the businesses identifying what their costs are and evaluate
whether those costs are reasonable and affordable.
 Communication Skill
Effective communication combines a set of skills including nonverbal
communication, engaged listening, managing stress in the moment, the ability to
communicate assertively, and the capacity to recognize and understand your own
emotions and those of the person you're communicating with other.
 Marketing

The key skills marketing firms are looking for are:

 Interpersonal communication.
 Good writing ability.
 Analytical knowledge.
 Creativity and expression.
 Influencing and negotiation skills.
 Team playing.
 Computer skills.
 Commercial nous.

 “The biggest loss in opportunity for the learning function lies in the fact
that it has rejected informal learning.”

 “Work is learning; Learning is work“.

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o Informal learning can take place both.

Steps 1 - Self-assessment: skills, abilities, values, strengths and weaknesses

Step 2 - Assess your current position and your work environment
Identify the knowledge, skills and abilities that will enhance your ability to
perform your task.
Step 3 - Identify development activities
Identify the best ways to achieve your development goals
Step 4 - Put your plan in action

Once you have prepared a of your individual development plan:

 Review plan with our Team Leader for his or her input and approval

 Start working on your plan

 Evaluate progress and make adjustments as necessary

 Celebrate your successes

9.2. Explain briefly about the Learnings

There are many advantages to working in a team on a project:

 To learn to plan and organize

 To learn to negotiate and compromise
 To practice decision-making skills
 To gain knowledge from another person
 To meet new people
 To require less work for each individual
 Finally, team work provides practical real-life experience. Few people will
obtain jobs that enable them to work in complete isolation; it is necessary
to learn how to work with other people, even if you would rather work
alone!
 You should be aware at the onset that team members will evaluate each
other at various points and that your participation in the team effort will be
factored into your grade.

“Whenever there is a disagreement, no single member should expect to get

everything their way. Each member must decide what is most important, and
be willing to give in on other issues.”

Learning happens all the time whether or not I am a fully aware of it. I am a
person who forgets to save my work on my computer on a regular basis? If a
power failure occurs and you lose some data, do I learn anything? If I say to

41
myself, "I must remember to save more often", I have done some learning.
This type of learning is called incidental learning; I have learned without
really thinking about it or meaning to. On the other hand, intentional learning
happens when I engage in activities with an attitude of "what can I learn from
this?" Team leader development requires I have to approach everyday activity
with the intention of learning from what is going on around me.

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CHAPTER 10: CONCLUSION
This project helps to know details about MSCIT learner lifecycle and the
issues involved in this process, it also helps to know how to solve the issues,
the roles which perform the responsibilities of each role.

This project can be beneficial to people, business and society as a whole.

It was a wonderful and learning experience for me while making this project.
This project took me through the various phases of project making. The joy of
making and thrill involved while tackling the various problems and challenges
gave me lots of knowledge.
It was due to this project I came to know MSCIT learner lifecycle.
I enjoy each and every bit of this.

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Bibliography

http://www.mkcl.org/#/home

http://ww3.mkcl.org/mscit/index.php/ms-cit-learner-life-cycle

klicblog.wordpress.com

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Glossary

 Eminent -splendent
 Paradigm- Example
 ERA- eLearning Revolution for All
 MKCL-Maharashtra Knowledge Corporation Limited
 Isolation-Separate
 ALC-Authorized learning center
 LLC-Local lead center
 MSBTE-Maharashtra state board of information technology

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