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SUMMER INTERNSHIP PROJECT REPORT

“CREATING QUEST AND TRAINING SOPs”

AT

INTERNAL GUIDE: CORPORATE GUIDE: Prof. Abdul Qadir Mrs. Perineeta Malhotra

Compiled By:Reha GuptaPGKG1010

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OBJECTIVE To study the current practices going on in

the organization To work upon the old and traditional SOP

in order to form a new and improved SOP for trainings, at Quatrro

To draft training and Quest SOP for the training workshops organized at Quatrro Global Services Pvt. Ltd.

To enhance the quality and productivity of the trainings to be conducted with the help of modernizing the training and Quest SOP of the organization

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INTRODUCTION TO THE TOPIC This SOP gives the systematic flow of the processes to be followed

before any training program and what all is to be followed while the training is carried out

Covers the training skills level required of site personnel (including temporary personnel) who perform skilled functions where product quality and the quality system itself could be adversely affected by a lack of appropriate skills

Was written to incorporate all comprehensive training activities into one system to ensure that all personnel acquire the skills, knowledge and qualifications needed to effectively carry out their duties and tasks

Can be applied to all the trainings conducted in the organization The Quest SOP framed in this project gives the systematic depiction

of the induction program to be followed by the organization

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COMPANY PROFILE Quatrro BPO Solutions is a BPO Company created

by the most experienced BPO team based out of India, led by Raman Roy. Raman’s first foray into the BPO Industry was in 1992, when he led the setting up of a captive Financial Resource Centre for American Express

This success encouraged Raman and his team to create a back office operation for GE Capital in the mid 1990’s.

In March 2000, Raman struck out on his own to establish Spectramind, which grew to become the largest third party BPO Company in India and was subsequently acquired by Wipro Ltd in July 2002

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HISTORICAL BACKGROUND Quatrro BPO Solutions Pvt. Ltd. (QBPO), formerly known as Access

Intellect BPO Solutions Pvt. Ltd., together with its subsidiaries and associates (collectively, the Quatrro Group) is a provider of BPO and Knowledge Process Outsourcing (KPO) services globally

QBPO is the holding company of the Quatrro Group which was incorporated in the year 2005

The Board of Directors (BoD) is headed by Mr. Raman Roy (Chairman and Managing Director) and consists of three other members including one alternate Director

Has diversified into seven specialized verticals viz. risk management, finance and accounts, mortgage solutions, legal, info/knowledge services, interactive entertainment and technical support group, which not only provide support services but form high-end domain-specific services and have a significant untapped market.

It has subsidiaries spread across India, USA, Singapore, China, Hong Kong, Dubai and Mauritius

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COMPETITORS

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Learning Outcomes

got to learn various procedures followed in each type of training as well as induction program

learned how to frame training SOP in an organized manner and how an organization uses this element to conduct its training sessions

what all arrangements are required prior to any training session and how is it actually carried out

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SUGGESTIONS SOPs should be organized and presented in a manner that is

“user-friendly” and readily accessible during operations a variety of different formats are possible, depending on the

purpose and intended audience and there is further scope of expansion and innovation for framing SOP

Peer review and testing are vitally important for ensuring that potential problems or conflicts are identified prior to finalizing SOPs

Employee Development Team is ultimately responsible for SOPs, and must thoroughly understand them before final approval and distribution but in my view was less interested towards the framework of SOP which will ultimately affect there quality of training sessions

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CONCLUSION

. SOPs are not training materials; they build on training, providing an organizational blueprint for operational safety and efficiency

Too much or too little detail in SOPs limits their usefulness and effectiveness on the incident scene

An organized, methodical development process is the best approach for preparing effective and valid SOPs

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Contd…

SOPs should be clearly worded so as to be readily understandable by a person knowledgeable with the general concept of the procedure

and the procedures should be written in a format that clearly describes the steps in order

SOPs should be reviewed (that is, validated) by one or more individuals with appropriate training and experience with the process

It requires a lot of concentration and seriousness keeping even the minute elements in mind

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BIBLIOGRAPHY Book : Alan M. Saks, Robert R. Haccoun, Belcourt. Performance Management

through Training and Development, 2e, Cengage Learning, 2008

Company Brochure / HR Docs : Manuals of Trainings at Quatro Previous SOPs white papers

Internet/Websites : www.quatrro.com www.learning@quatrro.com www.citehr.com www.explorehr.com http://www.spa.ga.gov/pdfs/wfp/GA_framework.pdf http://www.afm.ars.usda.gov/hrd/empdev/files/Leadership%20Competencies.pdf http://askforhrd.com www.wikipedia.com

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