7.11 Procedure for Buffer Class v2

BPMSQUALITYDOCUMENT

Date of Issue: January 25, 2007Process No.: 7.13 Ver.2Department: Training

I. OBJECTIVE

II. SCOPE

To be able to further train new hires on speaking skills, accent neutralization,

American culture and geography, and soft skills.

Page No.: 1 of 8

Compiled and Controlled by: Approved by:

Benel Pilar

Manager - Strategic QualityArvy Villamarzo

Process Owner – Training Dept. Head

This procedure covers new hires who failed their respective accounts

(excluding those who came from ST3) and/or new hires who do not belong to

any account yet.

Printed copies will only be valid if signed by the Process Owner and Manager - Strategic Quality

BPMSQUALITYDOCUMENT


No. of Trainees

with Passing Rate

Compiled and Controlled by: Approved by:

III. FLOW CHART

Page No.: 2 of 8

Benel Pilar

Manager - Strategic Quality

Arvy Villamarzo

Process Owner – Training Dept. Head

•VA Certified trainees

•Assessment Scores

•Attendance Records

•Operations�Recruitment

�Facilities

�Training Dept.

Flowchart

�New Hires

�Trainers

�Training rooms

and materials

Trainer

checks

attendance

of trainees

Training

coordinator

Reports no shows

to HR

Trainer

Deliver training

program

Certified Trainer

administers

assessment

Validation

interview


BPMSQUALITYDOCUMENT


FLOWCHART

Page No.: 3 of 8Trainers

Training Coordinator

Training Department

1. Day 1, Trainer

checks attendance

& collects trainees’ contact details

PEG >=6

StartTrainee

present?

3. TC reports no-

shows to CRT and

HR point persons

4. Trainer deliverstraining program

KCP

5. Any Certified Trainer except

the one who handled the class

will administer assessments at

the end of the week

Trainer gives OTOs

and records test

scores into classlist

2. Trainer submits

list of no-shows to the TC

Trainer submits to TC assessment, PEG, OTO and

completed Training Survey

forms at the end of the week

Any openings

in any of the accounts?

Y

9. Trainee remains

in buffer class until

CRT finds an opening

N

6. Facilitator and

assessor meet at

the end of the

week to calculate

final scores

KCP

10. DGM, Sr. Mgr

or Authorized ID

Trainer conducts a

validation interview

Agree on

scores?

Y

NDid trainee

pass?Y

3rd wk in

buffer?

A

N

N

End

B

B

TC encodes

Training Survey

results in Excel

N

Y

8. TC endorses

classlist and OTO

forms to point person for Product

Training

N

PEG >=4 & 3rd

wk in buffer?

N

Y

7. Trainer informs

trainees of results

11. Endorsed to

HR

A

Y

Y

7. Trainer informs

trainees of results

7. Trainer informs

trainees of results


BPMSQUALITYDOCUMENT


4. Delivery of Training Program

Who: VA Trainer

What: Delivery of Training Program (Language, Soft Skills,

American Culture and Geography)

When: One-Week Agenda

Why: To enhance trainees communication and customer

service skills

How: Classroom set-up with AVPs, lectures, written and

speaking exercises, and other related-activities.

5. Assessment of Trainees

Who: Any Certified Trainer except the one handling the class

What: Administer Assessment (Written and Speaking)

When: At the end of each week of Buffer

Why: To evaluate trainees’ skills and performance

How: Trainer conducts assessment and checks answers

5.1 Perform One to One (OTO) and record assessment scores

in Classlist

Who: VA Trainer

What: OTO with trainees and record assessment scores in

Classlist

When: End of Weekly Assessment

Why: To give feedback to trainees and record trainees’

performance

How: Give OTO to every trainee and fill out the Classlist found

in the Shared Training Drive

1. On Day 1, checking of attendance and collection of trainees’

contact details

Who: VA Trainer

What: Check class attendance; note trainees’ contact number

When: 1st day of Buffer class

Why: For record keeping and documentation

How: VA Trainer fills out the Classlist and Attendance Tracker

(found in the Shared Training Drive)

If trainee is present go to #4

If trainee is absent go to #2

2. Submission of No Call No Show (NCNS) to Training

Coordinator (TC)

Who: VA Trainer

What: VA Trainer submits list of NCNS

When: End of 2nd day of Buffer class

Why: For record keeping and documentation

How: VA Trainer emails the list of NCNS to the TC

3. Report of NCNS to HR and CRT

Who: Training Coordinator

What: NCNS Report to HR and CRT

When: End of the 2nd day of Buffer class

Why: For record keeping and update of Classlist

How: TC emails report to HR and CRT

IV. NARRATIVE

Page No.: 4 of 8


BPMSQUALITYDOCUMENT


If Trainers agree on trainee’s final score #7

If Trainers disagree on trainee’s final score go to #10

7. Giving of trainees’ final scores for Buffer class

Who: VA Trainer

What: Inform trainees of their status whether pass or fail

When: At the end of training week

Why: To inform trainees whether they passed or failed

How: Inform trainee by way of OTO session

If trainee’s PEG>=6 and there is an opening in an account go to

#8, if there is no opening go to #9

If trainee’s PEG<6 but >=4 & has stayed in Buffer for 3 weeks

go to #10

If trainee’s PEG<6 but has not stayed in Buffer for 3 weeks go

to #1

If trainee’s PEG<4 & has stayed in Buffer for 3 weeks go to #11

If trainee passed Validation and there is an opening in an

account go to #8, if there is no opening go to #9

If trainee failed Validation go to #11

5.2 Submission of training documents to TC

Who: VA Trainer

What: Forwarding of Assessment, PEG, OTO and Training

Survey forms to TC

When: At the end of training week

Why: For reference and documentation

How: Place all training documents in a labelled folder and give

to TC

5.3 Encoding of Training Survey results in Excel


What: Encoding of Training Survey results in Excel

When: Upon receipt of completed Training Survey forms

Why: For reference and documentation, basis of trainer

feedback and improvements to the training program

How: Encode Training Survey results in Excel using a template

6. Calculation of final scores and giving of recommendations

Who: Trainer who handled the class & Trainer who gave

assessments

What: Calculation of trainees’ final scores and giving of

recommendations

When: Last day of VA Training

Why: To come up with a joint decision on trainees’ status

How: Trainers meet to calculate grades and discuss

recommendations

Page No.: 5 of 8

IV. NARRATIVE


BPMSQUALITYDOCUMENT


10. Validation Interview

Who: DGM – Training, Sr. Training Manager or authorized ID

Trainer

What: Interview to give trainee’s final score or validate final

score of trainee

When: When Trainers don’t agree on trainee’s final score or

when trainee receives a 6>PEG>=4 from the Trainers

Why: To give trainee’s final score or to validate PEG score and

provide appropriate recommendation

How: DGM – Training, Sr. Training Manager or authorized ID

Trainer conducts interview of trainee and emails VA trainer of

results

After Validation Interview go to #7

11. Trainee is endorsed to HR

Who: Failed Trainee

What: Attrition for failed trainee

When: When trainee has not passed Buffer and has stayed in

the class for more than 3 weeks

Why: To process separation from IBM Daksh

END

8. Endorsement of trainees to Product Training


What: Endorsement of trainees who passed Buffer class to

Product Training

When: Successful completion of Buffer class together with an

available opening in any of the accounts

Why: For reference and preparation of Product Training team

How: TC endorses Classlist and OTO forms to point person of

Product Training

9. Stay in Buffer Class until CRT finds an opening

Who: Trainee who passed Buffer class

What: Trainee to stay in Buffer class until CRT finds an opening

When: When there are no openings in any of the accounts

Why: To provide a ready and qualified pool of trainees for

Product Training and to further enhance trainees’

performance and customer handling skills

How: By continuing to attend Buffer class

If there is an opening in any of the accounts go to #8

If there is no opening in any of the accounts go to #9

Page No.: 6 of 8

IV. NARRATIVE


BPMSQUALITYDOCUMENT


Assessment at the end of the week

DGM-Training, Senior Training Manager or Authorized ID

Trainer Validation Interview

Buffer Training Process

KCPProcess

V. KEY CONTROL POINTS

Page No.: 7 of 8

VI. SOD MATRIX

xDGM/Sr Trng Mgr/ID Trainer

xxxTC

xx

Certified Trainer (not one who

handled the class)

xxxxxxVA Trainer

xxxTrainee

1110987654321

Buffer Class


BPMSQUALITYDOCUMENT


VII. LIST OF ARTIFACTS / RECORDS

Date of Issue:

VIII. SUMMARY OF CHANGES

Arvy VillamarzoVictor ManlansingSpecified that Certified

Trainer gives

assessments;

Changed PEG scores

used for decisions;

Modified flow of

process; Modified

following steps in

narrative: 6, 7 and 10

01/25/20072

Date Approved Approved byReviewed byNature of Change Version Date Version

Page No.: 8 of 8

1. Classlist

2. Attendance record

3. Assessment form

4. PEG form

5. OTO form

6. Email showing results of Validation Interview

7. Training Survey form and associated Excel file


Documents

7.11 Procedure for Buffer Class v2