OnTrac The Star Certification Program The Industry Standard for Team Leaders!

About Us 01 02 03 Operations Management Training 100/100 Awards We provide Operations Management training for BPO/BPM/ITES companies to help improve operational efficiencies 01 Operations Management Training 100+ top tier clients, 100% client referral rate, Global delivery capabilities 02 100/100 Best Vendor partner from Accenture 2015 Most Significant Contributor to BPO Industry at Asia Outsourcing Excellence Awards in Singapore 2013 Strategic Enabler for BPO Award 2013 And many more… 03 Awards Accenture, Minacs, Allianz Cornhill, American Express, Bank of America, Barclays, Cognizant, Dell, Deutsche Bank, Firstsource, GE Money, HCL BPO, HP, HGSL, HSBC, IBM, Infosys, Intelenet, Interglobe, Maersk, Royal Bank of Scotland, RR Donnelley, Siemens, State Street, Syntel, Telus, Unisys, Wipro, WNS, Xchanging…..

Introduction What we do! Star Certification Program is an industry standard for all professionals who lead teams. Over 70,000 TLs have been trained and certified across 100 companies in 8 countries including India, Philippines, Canada, China etc. Star Certified Team Leaders: They demonstrate superior performance leading to faster growth 1. Have faster professional growth Instructors are operations professionals who have learnt and grown in the industry 3. Learn directly from Industry Professionals The program’s provides core operations knowledge and skills leading to better performance 2. Demonstrate better performance

Star Certification Program for Team Leaders 75000+ Certified across 8 countries. 24 Hour Instructor Led Program Phase 1 - Learn 8 Weeks Implementation on floor Phase 2 - Apply Verification – Participant presentations to Ops Leaders Phase 3 - Prove First of its kind Certification Program for Team Leaders Created by professionals from the industry Encapsulates practical experience of operations managers Unique curriculum that incorporates operations specific issues Demonstrates operational benefits through improved metrics Productivity / Cycle Time / Response time Quality/Accuracy / Error rates / Compliance Attrition/Absence/Schedule Adherence Sales / Conversions Benefits: Improvements can be seen in all types of metrics that are committed for improvement INSTRUCTOR LED PROGRAM TRAINING OVER 3 DAYS + IMPLEMENTATION CERTIFICATION

Star Certification Modules These optional modules can be exchanged with some of the core modules depending upon the client’s requirements Core Module Hours Introduction 0.5 Team Leader Jobs (Role Clarity) 2 Performance Measurement 1 Performance Analysis 3 Performance Management 1.5 Workforce Management Absenteeism Attrition Team Member Portrait Team Management 2.5 Post Assessment OpSync Simulation 8 TOTAL 24 Optional Modules Metric Driven Approach Incentive Management Performance Appraisal Motivational Techniques Quality Customer Focus Coaching Training Inter Departmental Interactions Business Continuity Understanding Financial Impact People Development Hiring Policies

Modules – Topics Covered 1. TEAM LEADER JOBS Supervisory Conduct Behaviours Leaders Need to Focus On Brand Ambassador Airbus Activity Attributes of a Successful Leader Exercising Attributes Periodic Jobs Template 2. PERFORMANCE MEASUREMENT Why Performance Measurement is Required Importance of Vision / Mission Statements Performance Measures Linkage Between Metrics 3. PERFORMANCE ANALYSIS Basic Statistical Tools Mean Standard Deviation Basic Analytical Tools Pareto Frequency Distribution Scatter Plot Data Analysis Activity Root Cause Analysis Brainstorming 4. PERFORMANCE MANAGEMENT Drivers of Performance Formal Performance Review Pre-Shift Huddles Buddy System Calibration Monitoring 5. WORKFORCE MANAGEMENT Why is Staffing Important 5 Steps in WFM Staffing Requirements Calculate Shrinkage Real Time Operational Challenges 9. TEAM MANAGEMENT Why is Team Management Required Tips on Managing a Team: Succession Planning Floor Support Goal Setting Rewards & Recognitions Team Outings Celebrations & Competitions 6. ABSENTEEISM What is Absenteeism? Measuring Absenteeism Tracking Absenteeism Effects of Unscheduled Absenteeism Reasons for Absenteeism Controlling Absenteeism 7. ATTRITION What is Attrition? Calculating Attrition Factors Contributing to Attrition Predicting Attrition Controlling Attrition Cost of Attrition 8. TEAM MEMBER PORTRAIT Understanding Team Members Attributes Behaviours Characteristics Team Member Portrait Template

Participants are managers at Sonica. The management expects them to: OpSync Participants are managers at Sonica. The management expects them to: Simulation steps: Staffing Plan Determine if current staffing is enough Make changes if required 2 What If? Do Sensitivity Analysis Become familiar with impact of key operational levers 3 Present Present operational results to senior leadership Convince them of your performance 5 Learn About Workload Hours Staff Hours Load balancing Impact of Attrition/Absence, Shrinkage, Coaching etc. Occupancy 1 Run Operations Run the process at weekly level Apply operational levers appropriately Show consistent performance for 4 months Win the role 4 The key to winning, is to consistently meet operational targets with planned staffing

Phase 1 Details Teaching Methodology: Instructor Profile: Instructor Led Sessions Individual Activities Groups Activities Presentations Post program implementation Instructor Profile: Former Operations Managers from Reputed ITES Companies 8 to 12 years of work experience Undergone 3 months of intensive training (TTT) on the program Prior experience in facilitation of Star across geo’s.

Phase 2 Details After Phase 1 Participants choose 2 metrics that they will improve during phase 2. These metrics need to be approved by their manager. The metrics and the manager’s signature are important. The document is subsequently given to OnTrac. Phase 2 Commitment Sheet Phase 2 Improvement Areas

Phase 2 Details Participants are given a structured 8-week activity checklist that they will implement at their workplace. All activities are based on their learnings in Phase 1.

Phase 2 Details Online tracking system (StarTrac) Participants use the OnTrac’s web-based tracking tool to update their weekly status. OnTrac will then collate the batch updates and send a weekly status report to the client SPOC. Online tracking system (StarTrac) Real time status reports available

Phase 3 Evaluations Panel of senior operations leaders from client evaluate presentations made by Team Leaders Each TL makes a structured presentation for 20 mins TL reports learnings, achievements, improvement in metrics and action plan going forward. Panelists evaluate the presentations based on a structured evaluation template, which includes metric movement, implementation of learning, out-of-box thinking, scalability… etc..

Star Certification Program for Team Leaders Industry Standard Scores through Normalization 24 Hour Instructor Led Program Phase 1 - Learn 8 Weeks (32 Activities) Implementation on floor Phase 2 - Apply Verification – Participant presentations to Ops Leaders Phase 3 - Prove Presentation Scores (50% weightage) Normalization Final Score Graded and Certification Post-test Scores (50% weightage) Participant's score an immediate 20% of the 50% score in Phase 3 if and only if they complete all 100% activities of Phase 2

Star Certificate

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