Managers Development Program MDP On Trac Operations Management

Managers Development Program MDP On. Trac Operations Management

About us An award winning company that provides operations management consulting, training and software that helps ITES operations improve operational efficiencies. Estd: 2004, referral rate 100+ top tier clients, Global delivery capabilities, 100% Accenture, Aditya Birla 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…. .

On. Trac- Manager Development Program Overview ØThe MDP is a comprehensive Operations Management Program for mid level Operations Leaders in the BPO Industry ØThe program provides rigourous learning through simulated cases that help managers understand the mechanics of operations and the leadership capabilities required of them ØParticipants learn through a combination of operational and behavioural topics over a period of 3 days.

On. Trac- Manager Development Program Overview Day Module Day 1 DISC Framework Description Application areas This course is designed to provide a framework that participants can use as their behavioral mirror. It introduces them to the Di. SC® model of human nature and clearly outlines some of the important ways in which people are unique. • • • Client Management People Management Managing the center team Conflict/Dispute management Coaching and mentoring Effective Communication Day 2 Operations This is an instruction led program that Managemen covers analytical topics required by t managers to perform their roles effectively. • • Performance Management Operational metrics Goal Setting Business Analytics Day 3 Operations Cases • • • Process Improvement Decision Making Effectively managing the business Operational Planning The methodology has a unique differentiator Instead of a standard classroom sessions with Power. Point slides, discussions and exercises, this workshop is conducted using the cases methodology wherein, a real life environment is introduced in the classroom and the participants work on case studies and scenarios. These case studies and scenarios are based on their work •

On. Trac- Manager Development Program Module Details Skill Module Program Content People Skills DISC 1. Unique Behavioural Styles • Highest Di. SC Dimension • Individual Tendencies • Individual Needs • Preferred environment • Strategies for effectiveness • Potential strengths and weaknesses 2. The DISC Model • Descriptions of four Di. SC Dimensions • Tendencies, Needs and Preferred Environments for each area • Effective strategies for dealing with people from each area Day 1 3. DISC Classical Patterns • 15 Classical patterns 4. Analysis • Scoring on report • Data Analysis Operations Manageme nt 1. Managerial Role Overview • Role of a Manager • Attributes of an effective manager • Manager jobs and responsibilities • Area of awareness 2. Metric Driven Approach • What are metrics? • Importance of measuring • Derivation of new metrics 3. Performance Measurement • Performance measures in an organization • Broad Performance Measures • Spheres of Influence 4. Performance Analysis • Applications of measure of dispersion • Application of Pareto Principle, Scatter Plot and control charts Day 1 Operations Skills Day 2

On. Trac- Manager Development Program Module Details Module • Day 2 5. Performance Management • Understanding Customer Requirements • Problem Classification • Performance Drivers • Formal Performance Reviews Skill Module • Operations Skills Operations Cases 1. Creating a Brand • Define Mission and Vision Statements • Explain the link between individual goals and targets and the Company Mission and Vision statements 2. Number Speak • Apply deductive reasoning • Construct a Scatter plot and infer conclusions • Create an end to end plan to improve performance Day 3 3. ASAP • Analyze reasons that can contribute to Co. PQ • Arrive at cost impact of Co. PQ 4. So Long Farewell • Identify reasons for attrition • Identify solutions to combat Attrition Day 3 5. Who are the Culprits? • Apply Pareto Chart • Identify solutions to combat Absenteeism Skill Day 3 Program Content

End! On. Trac, www. IAm. On. Trac. com info@IAm. On. Trac. com