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

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.