August 3, 2015
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This module sensitizes participants to the importance of following company policies.
This module helps participants understand their role in the hiring process. It helps them understand the entire recruitment process and then goes on to providing them with a framework for conducting interviews.
This module covers definition of business continuity. Subsequently, it helps the participant understand his role in managing operations on a daily basis on things within his control
This module helps the team leader understand the importance of developing team members and provides him methods of developing them.
This module shows how metrics are ultimately linked to costs or revenue. It helps the team leader understand the monitory impact of not meeting metrics.
This module covers the various common interactions that the team leader has with other departments including the information that needs to be sent and that which needs to be received.
This module helps the team leader understand the importance of measuring. It provides the team leader methods by which they can measure anything that impacts their work.
This module will help the team leader understand the four stages of conscious competence model, analyze performance, evaluate acceptable performance for a task and select the correct approach to support a learner at each stage of learning.
This module helps participants understand components of good quality work, importance of monitoring team member’s work, and understanding the cost of poor quality
This module enables the team leader to understand the importance of knowing his team members. It also provides them with a tool to gather more information about their team members so that their behaviour can be predicted. Further, the module enables participants to identify motivators for team members
This module covers various people management topics including goal setting, internal process flows, rewards and recognitions, team outings, safety, security etc.
This module covers the importance of coaching. It enables the participant to understand that it is important not just to tell team members what to do, but also to show them how to do it.
This module covers the importance of having a customer focus, creating customer delight etc. It helps participants understand that they need to constantly be customer champions. It also provides participants with examples and case studies to help them motivate their team to be customer focused.
This module covers various motivational techniques that team leaders can use in order to motivate their team members to perform better.
This module links performance appraisals to the larger picture of performance management. It sensitizes participants as to why performance appraisals are important, challenges of conducting it and how to be prepared for a good performance appraisal.
This module helps participants understand what is attrition, how it can be measured, drivers of attrition and ways to manage attrition.
This module covers the definition of absenteeism, how it is measured, reasons for absenteeism and how it can be controlled.
This module helps participants understand how to create an incentive plan. More importantly, it helps participants understand how to run an incentive plan to achieve operational results.
This module sensitizes participants on the basics of workforce management including planning, staffing, impacts of lower productivity on staffing, impact of poor schedule adherence on staffing etc.
Description: This module covers various performance management techniques such as the buddy system, ABC analysis etc. It also enables the participant to understand performance problems, classify them and track them.
This module equips the participant with various performance analysis tools including statistical tools (mean, median, standard deviation etc.), analytical tools (pareto, frequency distributions, control charts, scatter diagrams etc.) and root cause analysis tools (brain storming, fishbone analysis, five whys etc.)
Understand the goals of the company and show how performance measures are linked to these goals in order to increase the relevance of the program.
This module covers in detail the various areas of management, responsibilities, jobs and tasks that a team leader needs to do with respect to his/her role. It also describes the qualities required of a team leader in order to execute these jobs.
This module provides an overview of BPOs including types of what BPOs are all about, the types of BPO services that exist, the main functions within BPO etc. The course also addresses the various operational roles and responsibilities that exist in the company along with the possible career paths.