TRAINING DESIGN in Headway Technologies

Submitted to: Muhammad Asif Chaudary Submitted by: HidayatUllah Khan MBA (1.5 3rd)
&

Khwaja Nasir Hassan MBA (1.5 3rd)

Company Vision
Headway's vision is to secure success by enabling its clients to focus only on their core business, helping them achieve their business goals, and hence, becoming their most preferred outsourcing services provider. Our business philosophy focuses on standardization of outsourcing processes, as well as their successful execution at the offshore location, constantly improving synergies, creating transparency between the Outsourcers and their offshore operations and ensuring that the ultimate goal of 'Customer Satisfaction' is met first, while costs reduced and quality improved.

Mission Statement
"To be the leading innovator in providing outsourcing service solutions." Headway's mission is to make outsourcing a hassle-free process for the Outsourcing companies. We critically analyze a project's implementation and operational cycles, identify and minimize lags, standardize processes and streamline project-tasks.

Introduction
Headway Technologies specializes in outsourcing of call-center and back-office operations, Data Management, Software Development and HR Consultancy. Headway has a history of creating success for various organizations by providing them a full range of outsourcing solutions. As a complete outsourcing solutions company we can deliver world-class services for your business growth, and reduce the total operational cost of your business while improving quality.

Services
Headway specializes in delivering time-tested Outsourcing solutions to streamline various processes and fulfill the versatile needs of your enterprise. Our solutions are designed not only to offer the required value within time, but also to be flexible enough to cater to the ever-changing business environments and needs.

Voice Services
Outbound: Tele-Marketing | Tele-Sales | Lead Generation | Appointment Setting Inbound: Customer Support | Technical Help Desk | Order Taking | Remote Secretary

Data Services
Data Processing: Data Conversion | Data Management | Research-Data Collection and Compilation Accounting Outsourcing: Book Keeping | Preparing of Financial Statements | Tax Returns

Software Development
Web-Development: Static | Dynamic | E-Commerce | Online Stores | WebHosting Content Management: Content Writing | Newsletters | Blogs | Catalogs

HR Consultancy
Recruitment & Placement: Executive-Search | Short-Listing & Screening | Pre-Interview

Evaluation
Staffing: Contract Employee Staffing | Performance Review Systems | Compensation and Benefits Management | HR Policies and Procedures

We, at Headway, look forward to discussing possibilities of offering our services for the benefit of your business. Simply fill out the following 'Services Quotation Form' for a custom quotation, and one of our representatives will contact you within 24 Business Hours.

Training Design
Training Design is a detailed plan about how to carry out the training activity. The purpose of designing the training is to increases the effectiveness and efficiency of the training.

Detailed Plan Best Ways Training goals & Objectives

TRAINING DESIGN

Fig: Purpose of the Training design.

The figure shows the conceptual model of the purpose of the training design. When training is designed the main activities are known to be done. Main areas that are often covered in the training design are. Needs identification Establishing Training objectives Contents of the training Sequencing Methods

Training Design at Headway Technologies.

At Headway Training is designed whenever new CSR (Customer Sales Representatives), The main areas covered in preparing the Training design for the CSRs in Headway Technologies are:

1) Trainees Job Needs:

The main issue at Headway in the design of training is the trainees job related needs. These needs are identified through many sources such as: Senior employees Supervisors Job descriptions and specifications Senior CSR(Customer Sales Representatives) Observing the CSRs Monthly feedback soft diary of each employee

2) Objectives to be achieved:
At Headway the main objectives which are underlined in the training design are Job knowledge (What will be expected from CSR) Skills (linguistics, Communication, Group learning) Company knowledge Competitors knowledge Technicalities of the job 3) Contents: Number of Trainees o 30 trainees are trained at the same time Trainer o Training is implemented by an experienced trainer Purpose of training o Both experimental and conceptual Values, Norms and Culture o Training will be implemented in a friendly environment by the trainer

4) Training Sequence:

The training is designed in such a way to implement it in a systematic order to Increase its effectiveness. The following order is followed. Greetings and introduction Companys background Nature of the job Technicalities of the job Simulation On-the-job training

5) Training Approach
The methods which is mostly used in training at Headway Technologies are: Lecture Method o This method is used at the start of training for fresh trainees Role Playing o Role playing is used at the middle of training to increase to improve communication skills of the CSRs. On-the-job Training o This method is used at the last stages to expose the CSRs to a real job situation.

Summing up, training is designed to facilitate the trainees in a best way to benefit the organization as a whole to improve productivity of the new employees.