SUMMER INTERNSHIP

PROJECT REPORT

“CREATING QUEST AND

TRAINING SOPs”
AT

INTERNAL GUIDE: CORPORATE GUIDE:

Prof. Abdul Qadir Mrs. Perineeta Malhotra
Compiled By:
Reha Gupta
PGKG1010

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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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