1. OnTrac True North– Make Financially Optimized Operational Decisions An Engaging Simulation for Operations Managers

2. 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…..

3. Introduction What we do!
True North is a unique Simulation that helps Operations Managers better connect their operational decisions to financial outcomes.
Educates managers on a financial model in a simple and easy way
Develops Financial Acumen
Cements learning through multiple rounds of application in an exciting simulation
Application
Gets managers to develop the operations plan using the financial constructs
Planning

4. Core Principles
Every Operations Decision has a financial impact. Managerial decisions therefore, need to be not just operationally efficient, but also financially efficient. TrueNorth helps participants understand the financial impact of operational choices thereby helping them make financially optimized decisions.
Educate managers on a financial model in a simple and easy way
Get managers to develop the financial model using familiar operational parameters
Cement learning through multiple rounds of application in a simulation

5. Simulation Background
San Martin Inc. is undergoing restructuring and wants a partner to handle a large process.
THE CLIENT
ACE Service Inc. is a service provider that is serious about winning San Martin’s business.
THE SERVICE PROVIDER

6. True North Process
Participants play the role of operations managers at ACE Service Inc. Ace Expects them to:
LEARN ABOUT
MSAs and Contracts
P&L Statements
Direct and indirect costs
Gross Margins
PLAN THE RUN
Create an Ops plan (P&L)
Make right assumptions to secure good gross margins
Win the pilot
SENSITIVITY
Do sensitivity analysis
Become familiar with impact of Ops levers on gross margins.
RUN THE PLAN (Simulation)
Run pilot at weekly level
Measure impact of ops decisions on gross margin
Repeat for 7 months
The key to winning, is to consistently meet both operational targets and financial targets

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

8. Basic Data: Participants are provided Financial and Operational info, 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 plan and learn to influence gross margins. In each step, participants need to make key 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. Change levers to see impact on Staffing
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 check the impact of their decisions on the gross margin 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. Logical arrangement of elements to aid in planning
Week 2 Actual Volume and other data
Week 2 Forecast Volume and Plan
Volume Forecasts
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 28 weeks. They plan in advance for each week. They consider forecasts, historical data and make real time decisions to manage metrics.
Future events to plan for.
Button to Run the week after creating plan
Buttons for planning the run

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. 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.
Financial Charts: Gross Margin and Revenue is captured on a monthly basis along with the entire P&L for the month. Participants can also view cost breakups.
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.

14. Other Information Area Details Program Description
True North is a 2 Day simulation program where participants learn the financial impact of their operational decisions and apply them in a simulated environment. The simulation provides a challenging and engaging environment that fosters deep learning.
Benefits: Organizations can benefit from better cost management and profitability.
Area
Details
Customization
Data can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Works for FTE based and transaction based contracts.
Target Audience Profile
Operations Managers, AVPs, VPs of operations. Other people who can benefit are from WFM, Finance, Admin and Training.
Delivery
Can be delivered on site, or via video conference to remote locations. Also, Train The Trainer (TTT) option is available.
Instructor Led Program Or Remote Delivery possible
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.
Requirements
Computers/Laptops with internet connection for each group.
Workbook for each participant
Notepads and pens
Projector for facilitator

15. 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:
Method
Description
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)

16. END Contact