This document describes an operations management simulation called OpSync that is used to train team leaders and new managers. It provides concise overviews of the following: - OpSync simulates managing operations for a services company called Sonica over 16 weeks. Participants make staffing, forecasting, and operational decisions to meet targets. - The simulation covers core operations principles like balancing staffing and workload. It includes sensitivity analysis and data visualization tools. - Over 100 clients in industries like BPO/BPM have used OpSync. It aims to improve operational efficiencies and help participants learn to present results to leadership.

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.
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.
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.
Target Audience Profile Team Leaders and New Managers
Delivery Can 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.
Requirements Computers/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:
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)

15. END
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