1. © Copyright 2015 Qbar Technologies Pvt. Ltd. The information contained herein is subject to change without notice. An Award Winning Company OnTrac OpSync – Operations Management Simulation for Team Leaders and New Managers

2. About Us 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…..

3. What we do! Introduction OpSync is a unique Operations Management Simulation that helps team leaders and new managers to: 1. Learn core Operations Principles 2. Plan an operation using these principles 3. Apply these principles in a simulated environment 4. Learn to present operational results to senior leadership

4. Core Operations Principles Core Operations is all about balancing staffing with workload…. every minute of the day. All tasks done by TLs are designed around this core need. TLs need to understand how to apply all their skills to achieve the best possible balance. OpSync helps them understand how this can be done. VARIATION WORKLOAD SHRINKAGE/ COACHING/BRIEFINGS/ OCCUPANCY ATTRITION / ABSENCE STAFF HOURS WORK STAFF

5. Simulation Background Participants work for Sonica, a large services company. Management is looking for a new leader to take over a process as the existing leader is moving to a different role Management has identified a few potential candidates (the participants). But to qualify, participants need to showcase their planning and execution prowess. Only the best will win and get the role.

6. OpSync Process Simulation steps: Learn About Workload Hours Staff Hours Load balancing Impact of Attrition/Absence, Shrinkage, Coaching etc. Occupancy 1 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 Run Operations Run the process at weekly level Apply operational levers appropriately Show consistent performance for 4 months Win the role 4 Participants are managers at Sonica. The management expects them to: The key to winning, is to consistently meet operational targets with planned staffing Present Present operational results to senior leadership Convince them of your performance 5

7. A few key simulation screens are shown in the next few slides SAMPLE SCREENSHOTS

8. Basic Data: Participants are provided Operational information, HR data and other relevant data to help them make right decisions. Planning the run: Through a series of steps, participants create a staffing plan. Each step has many assignments in which participants make operational decisions. Sensitivity Analysis: After preparing the plan, participants can check the impact of their decisions through a sensitivity analysis activity (a “what if” activity). Simulation: Participants run a pilot for 16 weeks. They plan in advance for each week. They consider forecasts, historical data and make real time decisions to manage metrics.

9. Basic Data: Participants are provided with Operational information, HR data and other relevant data to help them make right decisions. Planning the run: Through a series of steps, participants create a staffing plan. Each step has many assignments in which participants make operational decisions. Sensitivity Analysis: After preparing the plan, participants can check the impact of their decisions through a sensitivity analysis activity (a “what if” activity). Simulation: Participants run a pilot for 16 weeks. They plan in advance for each week. They consider forecasts, historical data and make real time decisions to manage metrics.

10. Basic Data: Participants are provided with Operational information, HR data and other relevant data to help them make right decisions. Planning the run: Through a series of steps, participants create a staffing plan. Each step has many assignments in which participants make operational decisions. Sensitivity Analysis: After preparing the plan, participants can check the impact of their decisions through a sensitivity analysis activity (a “what if” activity). Simulation: Participants run a pilot for 16 weeks. They plan in advance for each week. They consider forecasts, historical data and make real time decisions to manage metrics. Change levers to see impact on Staffing

11. Basic Data: Participants are provided with Operational information, HR data and other relevant data to help them make right decisions. Planning the run: Through a series of steps, participants create a staffing plan. Each step has many assignments in which participants make operational decisions. Sensitivity Analysis: After preparing the plan, participants can check the impact of their decisions through a sensitivity analysis activity (a “what if” activity). Simulation: Participants run a pilot for 16 weeks. They plan in advance for each week. They consider forecasts, historical data and make real time decisions to manage metrics. Volume Forecasts Week 2 Actual Volume and other data Week 2 Forecast Volume and Plan Button to Run the week after creating plan Future events to plan for. Buttons for planning the run Logical arrangement of elements to aid in planning

12. Analytics/Data Visualization: As the participants run their simulation, they will be able to view key parameters in a graphical format. Information is captured at a weekly level. Planning the run: Through a series of steps, participants create a staffing plan. Each step has many assignments in which participants make operational decisions. Sensitivity Analysis: After preparing the plan, participants can check the impact of their decisions through a sensitivity analysis activity (a “what if” activity). Simulation: Participants run a pilot for 16 weeks. They plan in advance for each week. They consider forecasts, historical data and make real time decisions to manage metrics.

13. Other Information Program Description OpSync is a 1 Day Operations Management simulation program where participants learn core operations principles and apply them in a simulated environment. The simulation provides a challenging and engaging environment that fosters deep learning. Benefits: Organizations can benefit from higher TL spans and improved team performance. AreaDetails CustomizationData can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Target Audience ProfileTeam Leaders and New Managers DeliveryCan be delivered on site, or via video conference to remote locations. Also, Train The Trainer (TTT) option is available. Instructor Led Program Uses an Excel based simulator. Basic knowledge of excel required. Can be run for up to 15 participants. Groups of 3 participants are typically formed. E.g. 15 participants are divided into 5 groups of 3 each. RequirementsComputers/Laptops with internet connection for each group. Workbook for each participant Notepads and pens Projector for facilitator

14. Measuring Program Effectiveness This program provides a skill that enhances the quality of decisions the participants make on a day to day basis. For example, the decision of when to raise a hiring request, or increase coaching time despite high work volume will yield results over time. Therefore, the following methods are suggested to measure effectiveness: MethodDescription Behavioural Survey Conduct a pre and a post behavioural survey with the participants’ managers and other stakeholders he/she interacts with. The post behavioural survey should be conducted 2 months after the pre survey. Measure metrics Take a baseline of key metrics before the participant attended the program. Measure the metric values again after a period of 2 months. (Note: there may be other factors affecting improvement or deterioration of metrics. Impact of this program cannot be specifically isolated)

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