STAR Certification Program Information by OnTrac

1. © Copyright 2015 Qbar Technologies Pvt. Ltd. The information contained herein is subject to change without notice.
An Award Winning
Company
OnTrac
The Star Certification Program
The Industry Standard for Team Leaders!

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
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
The program’s provides core
operations knowledge and skills
leading to better performance
2. Demonstrate better performance
Instructors are operations
professionals who have learnt
and grown in the industry
3. Learn directly from
Industry Professionals

4. Star Certification Program for Team Leaders
• 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
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
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
75000+ Certified across 8 countries.

5. Star Certification Modules
Core Module Hours
Introduction 0.5
Team Leader Jobs (Role Clarity) 2
Performance Measurement 1
Performance Analysis 3
Performance Management 1.5
Workforce Management 2
Absenteeism 1
Attrition 1
Team Member Portrait 1
Team Management 2.5
Post Assessment 0.5
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
These
optional
modules can
be exchanged
with some of
the core
modules
depending
upon the
client’s
requirements

6. 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
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
8. TEAM MEMBER PORTRAIT
 Understanding Team Members
Attributes
Behaviours
Characteristics
 Team Member Portrait
Template
3. PERFORMANCE ANALYSIS
 Basic Statistical Tools
Mean
Standard Deviation
 Basic Analytical Tools
Pareto
Frequency Distribution
Scatter Plot
 Data Analysis Activity
 Root Cause Analysis
Brainstorming
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
7. ATTRITION
 What is Attrition?
 Calculating Attrition
 Factors Contributing to Attrition
 Predicting Attrition
 Controlling Attrition
 Cost of Attrition
6. ABSENTEEISM
 What is Absenteeism?
 Measuring Absenteeism
 Tracking Absenteeism
 Effects of Unscheduled
Absenteeism
 Reasons for Absenteeism
 Controlling Absenteeism

7. OpSync
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

8. Phase 1 Details
Teaching Methodology:
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.

9. Phase 2 Details
COMPANY NAME:
Training Start Date: Training End Date:
Participant Name:
Participant Empid:
Process:
Email address:
Mobile Number:
Manager Name:
Manager e-mail address:
Manager Mobile Number:
Slno Improvement Area Current State
Planned Future
State
1
2
Participant Signature: ______________________________________________
Date:
Manager's Signature: ______________________________________________
Date:
PHASE 2 IMPROVEMENT AREAS
PHASE 2 COMMITMENT SHEET
Phase 2 Commitment Sheet
Phase 2 Improvement Areas
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.

10. Phase 2 Details
1 Name Of Participant:
2 Name Of Participant's Manager:
3 Date of completion of OnTrac course:
Sl. No Frequency
1
Daily
2
Daily
3
Daily
4
Weekly
5
Weekly
6
Weekly
Please update OnTrac Online tool on completing the weekly action items each week
Note:
Conduct shift briefings everyday with your team following the guidelines disscused in
the class. Create an agenda for every team briefing.
Create a plan to create team member portraits for all team members within the
next 8 weeks. Create portraits each week.
Incorporate coaching as part of your weekly schedule. At the end of every week, add
the total time spent on coaching and track it.You should attempt to spend 30 to 60
minutes per team member per week on coaching. Create a format with the name of
a team me
Conduct the recognition exercise at the end of every week (list names of the team
members in your team and against their names, put down when they were last
recognized and for what). Maintain the recognition tracker
Activities
Classify the jobs of a team leader on daily,weekly & monthly basis. Create checklists
to prioritize your tasks on a daily basis
Track schedule adherence of your team members as accurately as possible. This
includes tracking login/logout and breaks. On a daily basis, track the total number
of minutes/hours lost due to poor schedule adherence. Give feedback to team
members with poor
OnTrac Star Certification: Week-wise Action Items [ 8 weeks for implementation]
Week 1
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.

11. Phase 2 Details
Online tracking system (StarTrac)
Real time status reports available
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.

12. 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..

13. Star Certification Program for Team Leaders
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
Industry Standard Scores through Normalization
Post-test Scores (50%
weightage)
Presentation Scores
(50% weightage)
Normalization
Final Score
Graded and
Certification
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

14. Star Certificate

15. Thank you
info@iamontrac.com