Breakthrough trading is a share companyBreakthrough trading is a share company Board Of Directors 1

Directie 001 SOP May 2022

Standard Operating
Procedure
Breakthrough trading SC
Directive Number 001

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Breakthrough trading is a share company

Established by genuine team in 2009. It was founded to operate different
business units among which provision of Alpha branded personal
development training and food supplements to its customers in a direct
selling strategy. In order to execute its operation, the company has
developed its standard operating procedure based on the approved
organization structure.

Introduction

Breakthrough trading SC is established in 2019 aiming to deliver Alpha

branded trainings and products. It was established by a team called
“Genuine Team” gathered with a vision of creating lading e-commerce
direct selling company where IBOs are owners and managers. It also
incorporated the provision of transformational trainings to the generation
and becoming the key foundation for people’s satisfactory life. Based on
which the company is required to follow a series of standards so as to
implement its activities and communication with all its stakeholders.
Accordingly, the management has developed the following main procedures
in accordance with its proposed structure.

All policies and procedures in relation to administration will be based on the

currently existing detailed administration manual until potential update is
made. Besides, the finical activates will be based on the financial manual
which has been developed in advance. However, all the rest of activates
require such a document to be followed.

Application & Change to this SOP

This SOP unless otherwise approved by the management and board shall be
implemented 100%. If a department or Director or Managing Director office
believes a need to change, the same should be applied to Board Of
Directors. Only after a written approval of the BOD shall a change be
implemented.

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Customer service Department

Introduction

The customer service is the backbone of Breakthrough trading SC. Effective

communications with customers, employees, and other departments of the
company are paramount in projecting a hospitable image. Answering
customer inquiries about our services and commentating with other
departments are the routine tasks performed almost constantly by customer
service in its role as commendations hub.

This standard operating procedures (SOP) is designed with the aim to

introduce associates with the process and procedures required in customer
service operations. It provides basic functions and supervisory aspects of
the department. As a result, associates will develop knowledge and skill in
departmental procedures as well as understanding the key polices of the
company.

Department structure
Customer service Department organogram

Managing
Director

Marketing
Director

Customer
Service
Manager

RECEPTION
Registration Sales CVS

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Every department gets CFS requests direct from customers.

The current CFS shall be upgraded to the following. The CFS Front page
shall have the following choices for customers.

1. Registration………. To be handled by Customer Service Department.

2. Bonus ……………... To be handled by Finance Department.
3. E-Pin/Invalid e-pin To be handled by Customer Service Department
4. Training……………. To be handled by Training department.
5. E-mail & PW……. To be handled by IT
6. Appriciation…….. To be handled by Customer Service Department.
7. Package class…... To be handled by Training Department
8. Free Trainings…. To be handled by Customer Service department
9. Corporate tr……. To be handled by Customer Service Department
10. Coaching ……….. To be handled by Training department.
11. Regional Trainings….. To be handled by training department.
12. Exam & Certification…. To be handled by training department.
13. None ethical activities… To be handled by legal department
14. Branch ………………….. Branch & International Comm. Exp.
15. Legal Questions……….. Legal department.
16. Others …………………. Customer Service department.

CFS Flow
Once a request by a customer is applied on CFS the issue is given the
following time to move to the supervisor.

24hrs Department

24hrs Directorate office

24hrs Managing Director

Final Board of Directors.

Customer satisfaction.
The system requests the client satisfied or not question. Then once the
client clicks yes then it requests how satisfied are you and here are the
options. Excellent Very good, or good. And if the customer clicks not
satisfied then besides informing the customer that the issue is moved up to
the supervisor level, it asks how dissatisfied are you? Then the options are
moderate, bad, very bad.

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When the CFS assigned staff completes the issue and closes the case and, If
the customer doesn’t respond to the Satisfied or not automated request
then within 12hrs the system closes it as satisfied and closes the case.

CFS Timings
Appreciation: - the application sends the appreciation direct to the
reception and customer service department.

E-pin: - the request shall be completed in 30 minutes

Invalid e-pin:- the request shall be completed in 30 minutes.

The application sends pop out box to the assigned staff when its an epin
request.

The application again pops out a reminder box when the case is going to be
transferred to the supervisor in 5 minutes.

The case is transferred to the next supervisor by counting from the last
message the customer sends. If the staff responds with questions and
clarifications the issue is still with that staff and moves to the next level
supervisor only as per the 24hrs rule.

Finance: - 12 working hours the attendant should respond immediately

with expected time to complete the task.

CFS Report:

CFS application shall do the following reports.

1. Each staff, department, director, MD average time for tickets issued
(cases handled)
2. Number of thicket handled by each staff, department, Director, MD
3. How many cases closed per week and per month for each staff,
department, director & MD.
4. How many cases passed the staff to the supervisor for each staff,
department director, & MD.

The department is organized having a customer service manager, customer

service supervisor (optional). Customer service registration agent, customer
service agents, customer service coordinators and customer service call
center agent.

Service cycle
The Service cycle is and overview of the physical contacts and service
exchanges between the company and its customers. It starts from the

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potential first contact with the company and continue as long as the
company remain to survive.

The service cycle involves the following

pre-
registration
stage

registration
stage

membership
stage

Chart I: it shows the three levels of customer service at Breakthrough

trading SC

1. pre- registration stage

At this stage new customer strive to grasp as many information as
possible regarding our company, our training, registration procedure,
payment methods, etc. the following points are some of the information,
which you need to perform during this stage.
● Getting well informed about the company, its operation and policies
and procedure of the department and knowing new information
(updates) before anyone (as per the HR orientation checklist).
● Appearing on duty area in time, always wear uniform; be well
groomed as per the grooming standard and being physically and
mentally fit to your job.
● Receiving customer with smile, standing if seated and ask what the
customer would like to be assisted.
● Listening customer generously to understand customer’s needs.
● Giving all the required information to the customer based on their
needs.

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● Asking permission to forward issues to the right department if the

case is beyond the customer service agent.
● Building a positive company’s image by using your professional skill
and courtesy.
● Provide any relevant information that is appropriate to customer
enquire.
● Perform other assigned pre- registration activates as assigned by
the department supervisor.
● All new staff should take Alpha Powerful Process Package
training before they start their job.

2. registration stage
At this stage, customers will request the company to register for training.
The request could come via CFS, telephone or physically on the desk.
The following points are some of the information which you need to
perform during this stage.
● Unless there is no internet access, all customer request should be
via CFS. If the customer don’t have the device to do so at the
reception there shall be a fixed screen in each branch for
customers to use CFS.
● Identifying the customer needs whether they are registration stage
or not.
● Provide the minimum requirements needed for registration
● Inform customers to make payments only in the company’s bank
accounts that are accessible to them.
● Inform customers to complete registration at the sales desk when
they present a deposit slip for the package they would like to
register.
● Inform and direct customers to receive e-pin, Flash/memory and
work book at the sales desk.
● For CFS applicants the directorate office designs a system to
deliver the training kits with reasonable cost.
● Answer telephone calls in a courteous manner.
● If customer opened a registration query on CFS make sure he/she
is registered right away. (within 10 minutes)

3. IBO membership stage

At this stage, customers will request for various services. The request
could come via CFS, telephone or physically on the desk. The following

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pointes are some of the information or request, which you need to

perform during this stage
● Get yourself ready by updating your knowledge about various
practices of the company, polices related to IBOs (HR
department)
● Identify the most frequently requests made by IBOs.
● Attend every request in a professional manner
● Listen customers attentively and try to understand the real cause
of the situation, if you have got complain
● Attempt to respond to all requests on the spot if possible,
if not make sure to serve the customer with the right
person or department.
● Respond requests coming over CFS as per the standard set to
avoid any potential complaint.
● Request for a contact if a case cannot be resolved and the
customer keeps asking about the issue for the second time on the
same case.
● Try to recognize customers by name while providing any service.
● Request necessary information from responsible department over
the phone and log the time, whom you informed, date, time and
date of solution provided by the department.
● The customer service supervisor is responsible to prepare a
logbook format to record such requests.
● The customer service supervisor shall follow up the CFS on a real
time basis and prepare summery report in a weekly time.

Breakthrough Trading SC Training Related Service

Mapping

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2. Invoicing

1. Deposit 3. Registraion

6. 4. Training
Graduation

5.
Examination

1. Deposit: All cash collections are through bank account. Unless

specified by other means.
2. Invoicing: The clerk collects original deposit slip &/or printed deposit
slip & gives cash receipt to the customer.
3. Registration: checks receipt & give out e-pin & training package
documents & the customer signs on training products delivery log
book. The customer chooses class time & date & gets stamp on the
documents.
4. Training: check training department SOP.
5. Graduation & Exam: check training department SOP.

Reporting:

1. Daily:
a. Z report is sent to finance department with delivery signature
with required documents.
b. E-pin report format with name of customer, e-pin no, deposit slip
Tr.No. & keep file also unused e-pin.
c. New classes to be started updated schedule.

2. Weekly:
a. Stock balance report (stock card) with the following format
Name of Document: (Example: PP workbook)

Ref. Date Short Text Received Issued Balance

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Here are five powerful customer service tips for every

customer service agents

● Under-promise and over-deliver:

Develop a reputation for reliability; never make a promise that you
cannot keep. Your word is our bond and our bond develops our brand.
● Pay attention to small details:
Get in the habit of returning phone calls within three rings, cfs right
away, e-mails in one-hour time and other correspondence as quickly
as possible. Keep following up situations.
● Stay in contract and keep good records:
Take the time to jot down notes from meetings and phone calls
making certain to record all relevant information. Maintain a written
record of service. This is especially helpful when clients are
reassigned to new agents or when as issue needs to be transferred to
other departments.
● Make your communication clear and timely:
Maintain a positive, clear and timely communion at all time.
● Establish a feedback system:
Establish a feedback system to monitor how our customers perceive
the quality of service you provide. Service is not defined ne what you
take it is, but rather how your customer perceive its value. When it
comes to customer service, perception is reality. So collect feedback
and make analysis to gauge where you stand.

Telephone management
The customer service is a center for the flow of various information related
to the company’s operation. One of the meanness for communication with
customer will be via telephone. Follow the bellow standards while handing
any call.

Incoming External Calls

When responding to the main telephone line, the employee picking up the
phone is required to answer within a maximum of three rings, and say:
“Good morning, <Good afternoon>, <Good evening>, as applicable and say

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“Thank you for calling Breakthrough Trading SC, this is ,<name of staff
member speaking>, how may I assist you?”. This should be done in the
language the customer is speaking, it should be remembered that the
speaking person’s mood (positive) is easily transmittable through the tone
voice, so all personnel picking up the phones whit a smile.

The customer service agent is require to listen very carefully to what the
caller is speaking, and handle the request as appropriate. It is assumed that
the caller is calling for the purpose of getting information or requesting for
some service.

● Provide all necessary information that are within the scope of your
position and your department.
● Request an excuse, take name and contact to obtain the necessary
information from the responsible individual or department and inform
back to the customer.
● Deliver the service on the spot if the request for the service is within
your or your department’s scope.
● Again, collect name and contact for a service that is supposed to be
delivered by involving other departments.
● Follow up forward service to other departments as to their delivery.
● Call back the customer and make sure that the customer is satisfied
with the service.
● Avoid noise around the customer service area to minimize the quality
of communication.

CUSTOMER SERVICE ATTENDANT:

The purpose of this position is to serve customers especially IBO’s who

would come to any of the franchise offices or Branch offices. To let them
feel taken care of right from the gate of BT premises.

- Place of work at the gate with a standing desk.

- The attendant welcomes and request all customers as per customer
service sop.
- Should know well about 1. Our products 2. CFS 3. IBO culture and
what DS is.
- Should have professional dress code.
- Controls the reception area and gate to be a conducive professional
clean and disciplined environment.

Incoming internal lines

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Any member of staff receiving in-house calls is required to answer their

phone with “Good morning, <Good afternoon>, <Good evening>, <name of
department> this is <name of staff member speaking>”.

It is common that customer could call using staff phones for information or
other purposes. It is therefore necessary that each query be handled
efficiently and professionally. The rest of all the procedures should similar
with the above.

Dos and don’ts

don’ts
● Not smiling or frowning
● Looking at your shoes, not making eye contact while conversing with
customers
● Crossing your arms across chest in front of customers
● Placing your hand on lips.
● Slumping your shoulders
● Slumping down on the customer service desk counter
● Talking to customer as seated on your chair
● Give back to the customer
● Chewing gum in front of customer while speaking
● Use of jargon words while speaking
● Be overfriendly to customers
● Ignoring phone calls and not answering CFS questions before 30
minutes (maximum).

Dos
● Smile. Welcoming, greeting
● Making healthy and natural eye contact
● Placing arms at your sides
● Listening generously
● Empathizing
● Nodding to show your understanding
● Promising what you can do
● Speaking clear and loud
● Speak confidently
● Speak only truth
● Know you working environment and policies
● Develop various skills, information and working procedures
● Answer CFS question right away.

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Marketing and sales department

1. Introduction
Marketing and sales department is responsible for producing revenue,
increasing market share, and controlling the company’s brand and
good will and also responsible for company’s growth and profitability
with two major revenue sources. The marketing department is
responsible for promoting an organization’s business vision and
mission, product and generating all marketing materials. Regarding
sales activities marketing and sales department is responsible for
planning, forecasting, and selling any product and service produced or
owned by BTT S.C. Generally, the company’s overall marketing and
sales activities are under the control of marketing and sales
department.
2. The two Major revenue sources
a. IBO’s (Partners) offices: These offices are major sales generating points
and also potential legal risk points. In order to carry out the
responsibilities of the department, it guides, appreciates, controls &
trains IBO offices. Before opening a personal office as an IBO, the
marketing and sales department makes sure that the department
makes sure that every IBO is well informed about the Terms and
Conditions of the marketing plan and how to run a professional office
and e-pin agent.
i. IBO’s:
1. Give them timely information that will motivate them, give
them information.
2. Do sudden monthly office checkup.

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3. Do sudden monthly BT & NBO checkup for certified teams.

4. Keep data of certified teams with detail team information.
(leader, name, address, office, telephone, email, team
members, …)
5. Appreciation & Recognition: as per the marketing plan
make sure that every month every IBO gets appreciated
and recognized (rank, bonus, travel, car, franchise office
ownership, certified team, certified epin agent, franchise
office, …)
6. Recognize Branches with their service, sales… volume
monthly.
7. Organizing events to inspire and retain IBO’s.
8. Tools: make sure that IBO’s get corporate tools for (Direct
Selling Industry, Personal Development Industry,
Products, Testimonies, Recruitment and Retention
Manuals, branding kits…)
b. Corporate level training & Other Training seminars.

3. PURPOSE
The purpose of this sales and marketing SOP is to define, develop, and
document the policies and procedures that governs the organization’s
sales and marketing goals, objectives, and practices. This standardized
policies and procedures provide:
● The foundation for a system of control and continual improvement of
the department.
● Criteria for making appropriate sales and marketing decisions in
accordance with company’s polices and producers
● Guidance for sales and marketing all activities throughout the
company.
● Sales and marketing executives and managers an overview of those
sales and marketing policies, procedures, and reports that should be
uniform throughout breakthrough share trading company.
● A system of control and improvement provides checks and balances
intended to identify inconstancies and irregularities, prevent waste,
and assist in resolving discrepancies that are accidentally introduced
in the operation of the business. Consistent, measured, and improved
practices will increase the overall effectiveness of the sales and
marketing operation, and improve customer satisfaction.
● When consistently applied throughout our company these policies and
procedures assure that the sales and marketing efforts are aligned

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and operate in accordance with best practices. Operating efficiently

and effectively assists in maximizing the return on the investment in
sales and marketing activities.
● All additional departmental or functional policies and procedures
written should conform to and parallel the policies in this manual.

4. SCOPE
This marketing and sales manual is an official directive of the marketing
and sales director (MSD). It is published and maintained by the sales and
marketing and sales director as part of the general responsibility for the
company’s sales and marketing policy assigned to the sales and
marketing department.
The policies stated in this manual apply to all operations and activities at
BTT S.C and its subsidiaries. The sales and marketing procedures serve to
define the operational steps and practices that should be followed in
order to support the organization’s approach to marketing and sales
management as defined by the policy statements.
a. Management responsibilities
i. RESPONSIBILITIES OF DEPARTMENT MANAGERS: it is the
responsibilities of all sales and marketing department manager and
heads to help implement and maintain the procedures described by
this manual, to ensure all processes conform to these requirements.
ii. ALL EMPLOYEES: it is the responsibility of all employees to follow
procedures that implement these policies and to help strive for
continual improvement of marketing and sales activities and
processes of BTT S.C.
iii. ALL THE SOP USERS: the goal is to make the manual as clear and
useful as possible. All users are encouraged to contact the
marketing and sales Director with any suggestions for revising or
improving the SOP.
iv. THE MANAGEMENT RESPONSIBILITY: the marketing and sales
department is headed and directed by the marketing and sales
Director, who is responsible for all company’s marketing and sales
functions.
5. MARKETING AND SALES DEPARTMENT ORGANIZATION:
The sales and marketing department is organized into four main
responsibilities or functions: sales and marketing administration,
marketing operations, sales operations, and product management.

MARKETING AND SALES DEPARTMENT ORGANIZATION

CHART:

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The company’s organization framework is the foundation for coordinating

and administrating the marketing and sales operations. A description of the
roles and responsibilities specific to certain procedures, processes, or tasks
are presented in its associated procedures.

BREAKTHROUGH TRADING SC, MARKETING AND SALES

DEPARTMENT STRUCTURE

MD

Assistant MD

Marketing Admin & Fin.

IT Director Training Director Legal Department
Director Director

Business
Customer Service
Brand Manager PR Manager Sales Manager Development
Manager
Manager

Network
Event Social Media Content Market Sales Agent New Product
Deelopment

International Experiance Centers

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Breakthrough follows the customer segment stricture specially for its

corporate training services.

Service Cycle for VIPs.

1. Attending
High Profile
cutomers

4. Recording & 2. Experiancing

follow ups. through devices

3. Giving hard/
soft copy bio &
neuro feedback.

Corporate Service Cycle.

1. Potential
Customers
Suspecting &
Prospecting

2. Approaching the
5. After Sales
choosen
Services
corporates

4. Closing &
3. Follow through
delivering.

a. The marketing and sales director responsibilities:

● Develop and implement a well-defined company marketing
and sales strategy that aligns with all-encompassing
organization goals & All Board directives for corporate level
trainings. This includes pricing and customer service
policies and advertising programs, and assignment to
implement and achieve targeted opportunities.
● Develop overall marketing and sales strategies and tactics for the
growth the company’s brand and wellbeing.

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● Develop strategic planning monitoring and evaluating the

company’s public relation, event, all types of media digital and
main stream media/activities.
● New market development and activation work overseeing by
marketing director.
● Develop a plan and supporting policies and provide for smooth
functioning of the sales and marketing department, including
customer order processing, and that provide for measuring key
performance indicators.
● Supervise a staff of marketing and sales people and customer
service representatives who implement that plan.
● Carry out a program for market research and analysis, including
market segments, buying trends and cooperator analysis.
● Provide recommendations for improving or adding new product
designs and assists with product and service development and
testing.
● Maintains relationships with advertising agencies, public relations
firms and market research firms.
● Oversees and verifies reporting of marketing and sales activities,
including leads generated and tracking reports, sales orders
received, sales by product, backlog reports and customer lists and
determines appropriate reporting frequency (i.e.. weekly, monthly,
quarterly).
● Set clear, periodic (daily, weekly monthly) sales and marketing
goals and objectives.
● Put in place the resources, system (including information
management), and staff to necessary to successfully complete the
sales and marketing mission and to accomplish
weekly/monthly/quarterly/ annual sales goals.
● Managing internal communication. Newsletters and other such
materials are handled by the marketing department in our case
preparing and producing the company’s E-magazine lay up the
department.
● Preparing campaign for promotions when there are new
information and new marketing initiative is being presented to the
customers.
● Prepare presentations on new proposed marketing strategies to
management and IBOs.
● Handles communication that have to be done with any sort
of media through the approval of legal department.
● Is in charge of oversensitive outside vendors and suppliers.
● Act as a public representative of the company.

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● Arrange and take care of the company marketing materials.

6. Marketing operations: the marketing staff’s responsibilities are focused
on creating awareness of company products and services in the
marketplace of potential customers through crafting appropriate
messages and maximizing message effectiveness through media
selection and application.
This can include print and electronic media advertising brochures and
point of sales materials direct mails, telemarketing, and internet web
sites. The ultimate goal of marketing efforts is to generate interest in
products and service that can be converted into sufficient and quality
leads for the sales department.
The marketing department is also responsible for promotional
campaigns, trade show and conference participation, conducting or
obtaining necessary market / customer research, updating and utilizing
market and lead databases, publicity and public relations, and product
management.
a. Brand manager responsibilities
● Analyze brand positioning and costumer insights
● Shape and communicate our vision and mission
● Translate brand elements into plans and go-to market
strategies
● Lead creative development to motivate the target audience
to “take action”
● Establish performance specifications, market applications
and sales estimates
● Measure and report performance of all marking campaigns,
and assess ROI and KPIs
● Monitor market trends, research consumer markets
competitors’ activities
● Oversee new and ongoing marketing and advertising
activities
● Devise innovative growth strategies
● Align the company around the brand’s direction, choices and
tactics
b. Public relation manager
● Develop PR campaigns and media relations strategies
● Collaborate with internal terms (e.g. marketing) and maintain
open communication with senior management
● Edit and update promotional material and publications
(brochures, videos, social media posts etc.)
● Prepare and distribute press releases

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● Organize PR event (e.g. open days, press conferences,) and

serve as the company’s spokesperson
● Seek opportunities for partnerships, sponsorships and
advertising that is not against the company’s vision
mission and values.
● Address inquiries from the media and other parties
● Track media coverage and follow industry trends
● Prepare and submit PR reports
● Manage all PR issues
c. Event manager
● Organizes all company events as per the standard set by
Marketing Director. The director office is responsible to set a
professional work flow in advance and submit to the event
manager. Internal auditor shall audit this department as per
the written direction set by the Marketing Director.

7. SALES COORDINATOR RESPONSIBILITIES:

• Solve problems for clients and customers by developing

innovative and tailored sales solutions.
● A sales manager is responsible for meeting all types of sales targets
of the organization through effective planning and budgeting.
• A sale manager is responsible for physical and online sales /e
Commerce/ activities.
• Build and maintaining client relation
• Work with internal departments such as the Marketing or Product
teams to engage audiences and clients more deeply.
• Meet and exceed KPIs and sales targets.
• Possess deep knowledge of business product offering and value
proposition.
• Follow organizational policies and regulations that affect the Sales
department * proactively pursue new business and sales opportunities.
• Be a brand ambassador and reflect company values at all times.

SOP for Marketing Department

● Has to define and manage the company brand by
preparing a brand book for standardizing all productions

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that represent the company.

● Prepare marketing strategies and guidelines
● Preparing campaign for promotions when there are new
Information and new marketing initiative is being
presented to the customers
● Prepare presentations on new proposed marketing strategies to
management and
IBOs *
● Managing internal communication. Newsletters and other
such materials are handled by the marketing department
in our case preparing and producing the company's E-
magazine lay up the department.
● Handles communications that have to be done with any
sorts of media with legal department.
● Is in charge of overseeing outside vendors and suppliers.
● Act as a public representative of the company.

● Arrange and take care of the company marketing tools.

● Organizing events (graduation, alpha talks, anniversary, BBS,
general assembly, travel award staff retreat, and all booking of
hotels and halls for any regional trainings and programs)
● Prepare an annual schedule of all events
● Prepare budget estimation of all events

E-pin agent SOP:

The e-pin agent handling staff shall be very professional and accurate in
handling the tasks as the connection is between our Key partners (IBO’s)
For any e-pin agent opening a written letter shall be submitted by the IBO
and once received the office shall give high professional service in securing
a well-treated feeling by the IBO.
Minimum Standard (Quality) of e-pin agent office:
Office Size: minimum 20 m2 and above.
Reception desk (with brand manager standard design approved by GM)

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Guest chair minimum standard is the common black guest chair available
in BT training rooms.
Layout: (as per marketing director that follows ergonomics design which is
approved by GM)
White board: minimum 120 centimeters wide.
A locker for stamp and important legal documents.
Chairs not more than 15. Strictly to be followed. More than 15 is prohibited
due to legal issues of DS.
Posters: Product as per marketing department design. CFS download and
application procedure as per marketing department design.
Reception Area: should be convenient during the working hours.
Working Hours: Should be at least from 8:30 AM to 7:30 PM.
Staff: minimum 1 employee who is not IBO.

Legal Position of e-pin agent:

1. Has Business License.
2. Sign contract with BT.
3. e-pin agents are not BT but agents delivering e-pin for customer’s
convenience on BT behalf. They do not deliver Alpha Package Trainings.

Minimum Distance from Other BT bodies and e-pin agents:

In order to increase customer convenience and reach every corner of the
city and country, the minimum distance of any e-pin agent from HQ, Branch
Office Training Center, Franchise Training Center and previously approved
e-pin agent is 2km and this is followed strictly

Social media marketing

Marketing department shall take a responsibility to design and post
contents on the following media.
1. Company Website
2. Company social medias
On the company website:

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Marketing department makes sure that everything on the website is

edited with high proficiency. On the website the posting procedure is
as follows:
a. News, and any update on the website is in approved by
Department Heads and above and passes to the IT department
for update. Then graphics designer edits designs and after
getting approval from the Marketing Manager it will upload on
the website.
b. All information on the website shall be Up to Date and this is
very important and the company doesn't tolerate any outdated
information on the website.
On Facebook/Twitter/YouTube Instagram Page:
1. Every Monday company events (graduation, BBS, Training Seminars,… ) ,
trainings, notice, class pictures, regional trainings, news are posted, it is posted
with a Designed online poster and short explanatory notes. All posters shall be
with the company Colors and logo.
2. Every Tuesday Product Testimony of a customer in short video (Share from
YouTube) with the Company testimony standard maximum three minutes
recorded with high quality record and Posted with the company logo just like
the Training packages.
3. Every Wednesday training schedule and package training is posted.
4. Every Thursday Short Personal Development training only up to 10 minutes
is recorded edited and uploaded? (Trainers will be assigning by training
department with collaboration marketing department).
5. Every Friday Impartation of a leader video (Share from YouTube) is uploaded
maximum 10 Minutes (A leader will assign by marketing department according
to their performance).
6. Every Saturday Genuine business group vision, mission, company profile,
video (Share from YouTube) on one of the issues is posted.
7. (Share from you tube) and IT department takes all the responsibility.
8. In addition to the above whenever there is reminder, news, and other issues
to be posted to the page the department keeps doing it.

Corporate Business Development Manager Responsibilities.

The Marketing Director shall propose the department organization and work flow
with specific details and once approved by the Managing Director it is used by the
department. Internal managerial auditor shall use it for audit purpose.
Note:
Any design of the company for different works must be designed
according to Brand book of the company. The brand book shall be
prepared by the Marketing Director.

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Training department

Introduction

This Standard Operating Procedures/SOP/ detailed herein is for the

breakthrough trading personal development package trainings provided in
the head office and across the regional states.
The Standard Operating Procedures in this document provide detailed
training procedures for delivering effective training program and also it
describes criteria for employment of qualified trainers', responsibilities of
trainers' and monitoring plan.
This Standard Operating Procedure has been written to provide the reader
with a comprehensive understanding of the overall training procedures of
breakthrough trading. We are happy to share this SOP with all experts
including trainers who are involved in the breakthrough personal
development trainings.
Alpha Training Package:
In order to achieve the company’s vision, mission & live values, Alpha
training packages are designed to train humanity to live a holistic life

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financially, spiritually, mentally, socially, family wise, physically and purpose

of life. The trainings are given in the recent pseudo-sciences namely NLP
and Hypnotherapy among others.

1. Purpose:
This Standard Operating Procedure (SOP) defines the procedures followed for
providing and documenting training delivery. This procedure satisfies guidance
set for training process specifically, the SOP defines the following components
for training organization:
Training program and frequency, employment of qualified trainers and their
responsibility, training documentation, training materials development and
training Evaluation
Employment of qualified trainers and implementing a well-defined training plan
ensures that trainings are performed accurately and consistently. Training
requirements are defined and records are maintained to provide evidence that
training was performed as required.
2. Scope
This SOP defines the method for maintaining training requirements and
associated documentation for package trainings in the head office and
across the regional state both physical and e-learning. For this SOP the term
"trainer" refers to permanent and free-lancer trainers who provide the Alpha
training packages & Alpha corporate trainings as per this scope.

3. Product Development and Quality Control Procedures

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1.Conduct Training
Materials, trainers,
& training rooms
Evaluation

2 Development
Training Materials,
4 Revise the
trainers & training
Products
rooms / Product
Development/

3 Evaluate Quality
of the Products

4. Step-by-step Physical regular & weekend Training Delivery

Procedures

Prepare Daily collect Announce new

Quarterly group
annual & new class class Provide physical Conduct Training Examination &
coaching &
3months status report commencement package trainings Evaluation Certification
mentoring
schedule from CSD schedule

Responsibilities

Training Director
⮚ Set goals plan, organize, direct & check
⮚ Develop strategy in accordance with the Company’s vision,
mission & goals.
⮚ Approve trainer’s requirement and memorandum of agreement
having the necessary qualification.
⮚ Provide overall direction on the training program delivery.
⮚ Provide support on the revision and development of training
materials/ power point, work books, course outline and others/.

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⮚ Follow up whether training procedures were carried out as per

the SOP or not.
⮚ Supervise all Departments in the Directorate office.
5. Coach e-workbook:
The Director designs strategy to excute convenient coaching strategy
for the e-learners in written form and get approval from Managing
Director then excute. The Internal managerial Auditor shall use the
document to audit the work flow of e-workbook coaching.

6. Physical three days Regional Trainings delivery procedures.

Daily
Make sure that group coaching
collect Announce Conduct
all trainees got Provide the Examination & & mentoring
regions new class Training
w/book & training Certification online (eg.
new IBO Date & City Evaluation
materials zoom)
list

7. E-Learning Trainings delivery procedures.

orientation
Daily Provide the Report
system trainers
collect e- training (video Complition of Examination &
rightaway. allocation to
lerners list q&a, training & Certification
How to get e- trainees
CSD eworkbook) coaching
learning

6.2 Training Department

• Is responsible for ensuring trainers have the necessary
qualification and give appropriate training which enables them
perform their assigned jobs.
• Is also responsible for preparing an effective training program and
assigning qualified trainers.
• Is responsible for ensuring trainees are properly trained as per the
training schedule.
• Is responsible for reviewing and conducting revision of training
materials/power point, work books, course outline and others/.
• Is responsible in maintaining the training materials and bio
feedback devices.
• Is responsible in conducting training evaluation and reporting the

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status of training gaps.

• Is responsible in conducting trainers’ evaluation and taking
necessary measure as per the evaluation.
• Is responsible for continuously facilitating the training.
• Value equally the potential contribution of each trainer.
• Pays attention to training process quality assurance.
• Carries out training Procedures as per the SOP.

6.3. Package Class Trainees

⮚ Trainees must attend their package classes properly (the department

should be able to objectively measure) as per the schedule and should

take exam at the end of the class;

⮚ Trainees must fill their work book properly, if not trainees couldn't attend

the next training class.

⮚ For trainees who are drop of without the awareness of training department,

trainees must only continue the missed class through online platform only.

(with written drop out procedure)

6.4. Trainers recruiting and Equipping department.

Trainers equipping work flow.

1. Taking all Package Training As Trainee. & Examination.

2. How to give Package training page by page training of trainers

3. How to feel workbook line by line training.

4. Training on device managment & application

5. Attend Package trainings and see training styles

6. Read the listed books and videos and sharing what to do on personal life

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7. Take How to be a great lecturer training.
 Application & Change to this SOP Board Of Directors Directie 001 SOP May 2022

All Breakthrough trading S.C. trainers (Permanent package trainers,

experienced trainers, Free-Lancer trainers and others)

● Should fulfill the required qualifications to be a trainer;

● Should sign and respect commitment agreement/Memorandum of

Understanding/ with the organization;

● Should be good reader. Trainers should read at least the following 5

books;

1. The power of subconscious mind;

2. Think and grow rich;

3. You can win;

4. Awaken the giant within;

5. The power of vision;

● Have clear vision and dreams.

● Needs to be an expert on the subject of training.

● Knows and understands about subconscious mind programming;

● Should be able to link the various topics to be covered in the training

● Should think out of the box - the trainer should not have limited and
restricted thinking.

● Needs to be innovative while planning and conducting the sessions.

The trainer needs to be able to retain the interest of the participants.

● Needs to be a good listener.

● Should have the correct tone of voice and positive body language.

● Needs to be able to communicate in the most common language

understood by the participants.

● Should be polite and respect the participants and organizers of the

training.

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● Should have professional dressing, hair style and good look;

● Should have taken trainings prepared to develop trainers capacity

physically, online and by other Medias;

● Should provide the assigned training successfully for the customers by

getting ready properly;

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● Involve and contribute their knowledge and experience on the

development of power point, training module, exam content & other
related training materials as per the organization schedule;

● The trainer needs to be equipped to be able to answer all the

questions raised during the training.

● Respect others religion and tradition;

● Should be willing to go and provide trainings at the regional state

using the transportation arranged by the organization;

● Should be careful from performing unnecessary disciplinary problems

which harm organization brand;

● The freelancer trainers should be willing on improving the ability of

the permanent trainers and breakthrough staff members to help them
achieve performance standards.

● Should perform their duties as per this SOP;

7 Trainers Recruitment Procedure

7.1. For permanent package trainers who have interest and talent to
train.

7.2. For (Freelance) and have an interest to be a package trainer.

7.3. For various Language physical package training trainers.

7.4. For professional trainers who have already experience in providing

training?

7.5. Criteria for freelancer personal development trainer and

motivational speakers (qualifier or if he needs to give one time
training).

7.1. For permanent package trainers who have interest and talent
to train

7.1.1. Description

Permanent package trainers are those trainers who have interest

and talent to provide personal development training as per the

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organization requirement:

7.1.2. Announcement:

1. Use social media or magazine to call up on the interested trainers.

2. Use written formal letter for universities to give us top graduate

students.

7.1.3. Permanent Package Trainers Recruitment Criteria

⮚ Graduated by BA in psychology or Sociology with 3 and above CGPA,

⮚ Should took written exam/interview/ and they have to score high

result /90% and above/.

● Knowledge, principles and methods of curriculum and training design;

● Ability to provide training and instruction for individuals and groups;

● Ability to develop power point, training module, exam & evaluation;

● Ability to provide mentor and consult service for 3

months to trainees physically and on telegram groups;

● Ability to develop constructive and cooperative working and maintain

overtime;

● Ability to manage and guide trainees work book fulfillment;

● Having professional dressing, hair style and good look;

● Always ready for class preparation;

● Enthusiasm and courage to organize trainings in

collaboration with training coordinator;

● Willingness and courage to perform any activities given by the

training department;

● Trainers should be willing to sign to serve at least two years

after the training is completed. Otherwise agree to pay
250,000ETB or equivalent guarantee. Such shall be included in
their employment agreement. The legal department shall
support on details.

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7.1.4. Signing Commitment Agreement

Once the permanent trainers are recruited by fulfilling the

above criteria; they should sign commitment agreement to
train at least for 2 years after successful training completion
letter is issued.

7.1.5. Capacity building steps for recruited permanent

trainers

● Alpha Training packages ar§ given with trainees so that they Using the
training packages.
● Listening to how to fill workbook and Question & Answer

● Filling the workbook (assignment) and sharing one by one with some
elaboration. One day (8hrs).
● Practice/Rehearsing/ in the classroom on the package trainings and by
serving as coordinator

● Page by page TOT on powerful process training package trainings

focusing on important key areas. 4 days (32hrs).
● 5 days camping on discipline as per fact training/Using ANNEX 1-Alpha
Fact Training/.
● Training of Trainers three days. (Team, Exposure to fear, Leadership,
Dream, Silence, Imagination, Winning, Gratitude, How to be a good
lecturer, Love, Exercise, Service, Action, Evaluation 8 minutes each,
award, result, certificate, sharing and closing).

Trainers Benefit Structure:

Alpha Trainers are seen as special staff members because they are the
product deliverers of the company.
The following is the right of the trainers’ in order to grow synergistically
with Breakthrough.
● Educational Benefit. 12 months after getting Successful Training
completion to become Alpha Trainer, BT covers Hypnotherapy
Diploma Course with HMI. The Trainer shall bring 300,000ETB
guarantee before starting the course. The legal department shall be
advised on the implementation. A trainer who applies to take the

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course shall be willing to sign an agreement to serve four years after

the completion of the course. After which the Guarantee shall be
freed. The same applies to become NLP practitioner. The institute
chosen for NLP training by the trainer shall get approval from the
board before proceeding. For the educational benefit the maximum
amount the company covers is 4,000USD.
● Share Benefit: Trainers and BT Management staff shall have the
right to purchase 10 shares via loan. A Trainer or Management who
served over one year shall get the right to purchase 20 shares through
loan.
● Car Gift: Trainers who served for 5 years since the date of
employment and have no disciplinary issues shall be rewarded a car
by the company through board approval and agreement with the
Trainer to negotiate on agreed minimum number of years to serve
after the gift.
● Franchise Training Center: Franchise office opening right shall be
given through board approval to A Senior trainer with a percentage of
loan agreement.
7.1.6. Induction

Permanent trainers should get induction/counseling/ by senior trainers on

the discipline of the organization and detail of Alpha Training Package to
make sure they are mentally, physically and emotionally ready.

7.1.7. Evaluation

Trainers’ evaluation should be conducted using the following approach.

● Self-evaluation using the format/ANNEX-l/;

● Class check;

7.1.8. Class check

Once the newly recruited permanent trainers are ready they should
be checked by senior trainers in the class from each training topic to
evaluate trainers’ strengths and weakness. And then they are
assigned to provide training after they are fully prepared for the
training.

Trainers’ class check also conducted at least once a year for every
trainer. The purpose of the class check is to assess how trainers

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provide the Alpha package trainings.

7.2. For Alpha brand builders (freelancer) and have an interest to

be a package trainer.

7.2.1. Description

We call these who worked in collaboration with breakthrough

trading S.C as a brand builder and have an interest and also ability
to be a package trainer.

7.2.2. Announcement

● Use social media to call up on the interested trainers once a year.

7.2.3. Freelancer Trainers Recruitment Criteria

● Should have a minimum of BA degree in any field and two years’

experience in providing personal development training;
● Should submit their relevant educational background documents
and experience.
● Should sign and obey commitment agreement prepared by the
organization;
● Trainers should have taken at least the golden package
training/Mind programing/.
● Trainers should have taken personal development training on the
past one year.
● Should give online training and coaching on trainee level training
and building level training.
● Should took and submit Training of Trainers/ToT/ certificate;

7.2.4. Signing Commitment Agreement

Once the freelancer trainers are recruited by fulfilling the above criteria;
they should sign and obey commitment agreement as per this SOP.

7.2.5. Capacity Building steps for Freelancer Trainers.

● Assisting package classes 3 different shifts.

● Listening to how to fill workbook and Q & A.

● Filling the workbook (assignment) and sharing one by one with some
elaboration. One day (8hrs)

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● Page by page TOT on Powerful process training package trainings

focusing on important key areas. 4 days (32hrs)

● 5 days camping on discipline as per fact training/Using ANNEX V-

ALPHA Fact Training/.

TOT three days. (Team, Exposure to fear, Leadership, Dream,

+Silence, imagination, winning, Gratitude, How-to be a good lecturer,
Love & EUE, Exercise, Service, Action, Evaluation 8m each, award,
result, certificate, sharing, closing) Those who passed with the total
marks shall be rewarded with Alpha Training Package Trainer Pin.

7.2.6. Freelancer trainer expected work criteria

● Ability to develop power point, training module, exam content &

evaluation

● Ability to provide mentor and consult service for 3 months to

trainees on telegram groups

● Always ready for class preparation and etc...

7.3. For Language physical package training trainer

● We just follow the above all freelancer recruitment criteria and

capacity building

Steps with the following differences.

● Must be fluently speaking, listening and writing additional

languages/English, Afaan Oromo, Tigrigna and others/

Bachelor Degree - 2
Years Master’s Degree - 0
Years s PhD - 0 Years
7.4. For Professional Trainers who have already experience in
providing training
7.4.1. Description

Professional trainers are those who have significant profession in

diverse sectors and have experience in providing training.
7.4.2. Announcement

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1. Use social media to call up on the interested trainers.

2. Use the lead and genuine team to list interested trainers.

3. Use other media like magazine to advertise for the professional

trainers.

4. Let leaders give their contacts that they know professional trainers.

7.4.3. Recruitment Criteria

The qualification/criteria/ used to recruit professional trainers are:

1. At least 5 years of training experience in different stages.

2. Have their own consulting or training license. Or Have their own social
media pages with at least 3000 followers.

3. Can show various previous stages experience certificates and/or social

media training videos.

Once the newly trainers are nominated as the trainer their experience and
document will be checked. And then they are assigned to provide the
training.

7.5. Criteria for freelancer personal development trainer and

motivational speakers (qualifier or if he needs to give one time
training)

✔ Experienced in motivational and personal development training.

✔ At least 1 year of training experience in different stages.

✔ Have their own consulting or training license. Or Have their own

social media pages with at least 5000 followers.

✔ Can show various previous stages and or social media training

videos.

✔ Trainers should have taken at least the gold package training/Mind

programing.

Some of the skills required from motivational and personal

development trainer are:

Goal Achievements Leadership MindsetHabit Potential Relationship

37skill
Passion Presentation | Page Creating Visionary, Genuine, Healthy & Wealthy
Assertiveness Generation!
Self-awareness

Understanding Looking and Observing Depth knowledge

Confidence Time management Mastermind

ANNEX V Board Of Directors Directie 001 SOP May 2022

The training can provide in two ways either by video or physically

when there is big event
● They can provide the training video either through.
✔ Their own production or
✔ Alpha production
● The trainings are sold in two ways.
1. Online: - The trainings will be produced & the video uploaded on our
company Website.
2. Physical: - By becoming a guest trainer on our physical training
events.

Payment methods

1. Online: * trainings will be uploaded to our website and payment

will be:
✔ Onetime payment-the training sold one time and the ownership
title will be transferred to Alpha
✔ Pay per view - commission received at each videos viewed based
on the agreement contract
✔ Subscription - when we to their video
Platform. Subscriptions can be charged weekly, monthly,
quarterly, or even annually.
2. Physical: - price for guest can be either
✔ Fees based on Hourly rate subject to number of audience

✔ Fixed fees

Required education Level and Job Experience:

✔ Diploma - 5 years
✔ Bachelor Degree - 3 Years
✔ Master's Degree -1 Years
✔ PhD- 0 years

8. Personal Development Trainers Category

The category of breakthrough trading S.C personal development

trainers are:-

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⮚ Candidate Alpha Trainer.

⮚ Junior Alpha Trainer
⮚ Intermediate Alpha Trainer
⮚ Senior Alpha Trainer
⮚ Advanced/ Specialist Trainer
I. Junior Personal Development Trainer
● A trainer who completed the beginners training and started
to give training.
● Provide powerful process package training.
● If the junior personal development trainer give each course
in powerful Process seven times, then he/she is assigned in
written letter to give Habit building training. The
department keeps recording system for each trainings
given by the Trainers in the Trainers follow up database.
● Have' cooperative working relationship with staff member
and freelancer trainers;
● Have ability to review and develop powerful process
PowerPoint, Training module and Exam content;
● Score 80% and above result in the overall
evaluation/Customer 60% and department 40%
evaluation/;

II. Intermediate Alpha Trainer

● On who worked more than 1 year as junior trainer.

● Give PP and HB trainings. After 12 months or after giving

each courses in HB for five times, which ever is completed
1st, the trainer is given written letter to be assigned as
Mind Programming trainer. Such letter are issued by the
department and kept in the department and also a copy is
attached in the Employee file.

III. Senior Personal Development Trainer

● Have more than 2 years of experience as intermediate

trainer.

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● Providing PP, HB, MP, TL package training;

● Have cooperative working relationship with staff member

and freelancer trainers;

● “Have ability to review and develop Powerful Process and

Habit Building package training PowerPoint, Training
module and Exam content;

● Score 90% and above result in the overall evaluation/Customer 60%

and department 40% evaluation/;

IV. Advanced/Specialist Personal Development Trainer

Advanced/Specialist Personal Development Trainer is the

highest category of personal development training
qualification. This trainer should:

● Have more than 8 years of experience in providing personal

development training;
● Provide powerful process, Habit Building, Mind Programming
and Golden package training;
● Have cooperative working relationship with staff member
and freelancer trainers;
● Have ability to review and develop PowerPoint, Training
module and Exam content;
● Score 95% and above result in the overall evaluation/Customer 60%
and
Department 40% evaluation/
● Gives consciousness level training

● Have Specialized knowledge and trainings.

COACHING:
Coaching is given by:
* Intermediate Trainers for SJ, & PP.
* Senior Trainers for HB & MP.
* Advance Trainers for TL.

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9. Training Department Major Activities System Operating

Procedures/SOP/

9.1. Physical Package Training Facilitation SOP at Head office

● Prepare annual training plan;

● Assign trainers as per the schedule;

» Announce annual, three month and monthly training schedule via

telegram;

● Announce the training start date via telegram before one week;

● Assign MC for the class;

● Invite Testimony during the orientation;

● By taking list of trainees address from customer service

department call for trainees who will attend on the training;

● Inform and confirm trainers schedule before one day;

● Make sure the training rooms are ready for training starting from
3:30 for morning class, 7:30 for afternoon and 11:30 for night
classes;

● Training rooms should be clean and ventilated;

● Seats should be properly arranged as per the number of trainees;

● White boards should be neat, markers and work books available in

the training rooms;

● Collect and check trainer's evaluation at the end of each session;

● Collect and check training evaluation at the end of each package

classes;

● Provide exam at the end of the package class;

● Certify qualified trainees.

● Arrange physical coaching quarterly.

9.2. Package Training Organization at regional state towns

● Prepare plan for conducting training at the regional state towns;

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● Make sure more than 50 trainees are registered at the regional state

towns;

● Inform marketing department for hotel booking before one week;

● Announce the training start date repeatedly via telegram before one

week;

● Assign trainers as per the schedule and provide the training;

● Conduct online exam and certify qualified trainees.

● Organize online live coaching platform.

9.3. MC/Master of Ceremonies/ SOP

Master of ceremony skills and qualifications
A master of ceremonies is an excellent public speaker, can put an
audience at ease, and is spontaneous.
● Breakthrough Trading S.C Trainees and IBOs who are taking package
trainings until orange package and who are Volunteer to serve as an
MC on the package trainings.
● Taking MC training provide by the training department.

● Adaptability - MCs need to be able to react to situations quickly and

find the best way to respond.
● Friendly Disposition - A master of ceremonies needs to be relaxed,
professional, and friendly.
● Quick Thinker - To be a successful master of ceremonies, quick
thinking is a must- has skill.
● Sense of Humor - Adding comedy to the presentation or speech is a
great way to calm an audience and make people feel comfortable.
● Presentation Skills - MCs need to be natural-born public speakers and
be able to present speeches clearly, calmly, and in an entertaining
manner.
● Commitment

Activities done by MC
● Arriving 30 minutes before the class;

● Arranging classes for training;

● Opening the secrete Video;

● Checking trainee's attendance by standing on the door.

● Invite trainers as per MC Script.

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● Attending and facilitating the class during the training and staying in
training room until the end of the classes.
● Closing the class by inviting two trainees to reflect about what they
get from the training.
● Edify the next training schedule.

● Collecting feedback when one portion of training ends

● Locking the training rooms.

● Opening telegram group for every round and monitoring the group
with in collaboration with training department.

10. Package Training, Trainer's and Training Materials Evaluation Criteria

Level 4: Result What occurred as the final results?

Level 3: Result How has the behavior of participants

changed after the training program?

Level 2: Result What have participants learned?

Level 1: Result
How do participants react to the
training program?

10.1. Package Training Evaluation

To evaluate to what extent, the training packages have significance

in changing personal life of trainees' package training evaluation
should be conducted at the end of each package classes using
training evaluation format/ANNEX II/. The feedback from the training
package evaluation should be summarized and used to improve the

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training quality.

10.2. Training Materials/Power point, Work books, Course outline,

Videos/ Evaluation
To assess training materials/Power point, Work books, Course outline,
Videos/ quality evaluation using the format/ANNEX III/should be conducted
by forming a team from senior and permanent trainers.

10.3. Trainers Evaluation

Package Trainers evaluated in two ways.
1. By using evaluation format/ANNEX IV/ and collecting feedback
from physical trainees at the end of package training class.
● Alpha physical package trainer's evaluation (60%)
✔ 56.1%- 6o% Excellent
✔ 53.03%-56% Very Good
✔ 50%-53% Good
Below 50% Unsatisfied; Trainer who are evaluated below 50%
the trainer excluded from giving training and make him/her to
develop themselves through training and reading.
2. Training department in collaboration with advanced trainers conduct
sudden supervision/trainers evaluation/ at least once a year.
• Alpha training department evaluation form (40%)
N Percen
o Evaluation points t%
1 Time management 3%
2 Dressing and Hair style 2%
3 Having appropriate communication with staff members 5%
4 Present on the training as per the assigned schedule 5%

Knowledge of the training concept 5*

6 Method of delivering the training 5%
7 Sharing his/her personal experience for trainees 5%
5%
8 Giving opportunity for trainees to ask question and reply
properly for trainees’ question
9 5%
Willingness to review and develop PowerPoint, Training
module and Exam content as per the request from the
training department without any precondition:
Total 40%
• Trainers evaluations point: -6o%...customers’ evaluation

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: *40%...department evaluation
* Hold meeting with trainers in case of any gaps on delivering the
training.
11. Resources required for providing training of trainers
If the Breakthrough Trading S.C. arranges training of trainers for non-staff
members the following resources and finance required.
● Time: 16 days and a half for one package.

● Stationary: Work books, evaluation forms and files for each

candidate trainer.

● Finance: TOT 3 days long=i,500 per person

5 days camping=5,000 per person Total=6,500/trainer/

40 Certificate, 30 pin and 3 trophy=20,000 ET
● If 40 trainers participate on the training total=280,000 ETB required.
Trainers who want to be freelancer trainers at breakthrough should pay
the payment decided per person for attending on the training.

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Information Technology

Introduction
Breakthrough Trading S.C. is one of the multi-level network
marketing companies, which is founded in Ethiopia. And Information
Technology department is very important for effective communication
with customers, employees, and other stakeholders of the company. This
document illustrates the Standard Operating Procedures of IT department
and proposes the effective IT structure for Breakthrough trading S.C.

PURPOSE
These Standard operating procedures are created to make sure all
processes can be replicated consistently across the company. And aim to
introduce associates with the process and procedures required in IT
department operations and communication to other departments. It
provides basic functions and supervisory aspects of the department.

SCOPE
The IT department oversees establishing, monitoring and maintaining
information technology systems and services. Its primary function is to
ensure that the company communication goes' smoothly with the
customer and service provider. The department have directly or indirectly
related to other departments. Other departments need support of the
department.

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IT Director Structure

IT Director

System
Application Programmer
Admin &
and Database s
Support

Office Customer
Support support

IT department Service Map

Information

Support System
Registration

Information Technology
User inf. Management
Report

Training

Social Media Support

IT support tasks

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IT Support includes monitors and maintains the company computer

systems, installs, and configures hardware and software, and solves
technical issues as they arise. The department is responsible to
• Resolve issues for staff and customers via phone, in person, or
different social media communication.
• Establish different accounts for new staff.
• Responding in a timely manner to service issues and requests
monitors and maintains
• Perform hardware and software installations, configurations and
follow updates as needed
• Assist with Servers, LAN/WAN technologies, computer
repair/troubleshooting software, networks, virus protection, Wi-Fi
technology, and more
• Repairing and replacing equipment as necessary
• Providing technical support across branches (this may be in person
or over the phone)
• Respond to IT issues; hardware maintenance, software, networking,
etc.
• Keep systems up-to-date through operating systems upgrades
• Monitor and maintain networking equipment and servers.
• Handle error and correction of database by communicating the
developers.
• Resolve technical issues in a timely manner using available
resources within the company and if not handle by internal
recommend to external professional to solve the problem.
• Test, evaluate, and suggest to implement new solutions or
applications then trainee staffs and customers.
• Assist with the design, implementation, and ongoing support of new
software and features
• Monitor web performance, network availability, and security
• Perform data backups us needed

E-pin
• E-pin will be generated only when requested by the Finance
department via a formal signed letter or Email indicating the
amount, the package and the purpose of the E-pin i.e., whether it is
for Branch, e-pin agent or head office registration or upgrade.
■ As soon as IT department generates E-Pin it will give to the
accountant where they each sign a form document receiving
voucher it should specify from one serial number to another. It will

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be checked by the Finance department.

Bonus

Bonus of one week i.e. form Tuesday up to Monday should be generated

every Tuesday at 2:00 am, after generation give the prepared format
including the date
To finance, operation manager and GM. And keep a soft copy and a hard
copy of the files. The bonus calculation must be handover to finance until
Tuesday 10:00 PM.
• If there is any error during bonus calculation the bonus must be
done manually and record the detail calculation on soft copy and
attach the hard copy with bonus.
• Give response for Bonus adjustment or correction of customer
request accordingly.

Virtual office Adjustment

• When customers lose their password or any confidential part of their
virtual office, they should submit a letter requesting for the new
service with their signature on it.
• Keep the GM and the OM in the loop regarding any communications
with a third party i.e copy on outgoing emails regarding any
operation.
• Always report the list of new trainees at the end of the month to GM
and the OM, training department.

• Provide a report of rank upgrades to GM and the OM

Database management

IT department is responsible to

• ensure databases run efficiently

• Extracting and/or loading data
• Ensuring all hardware and software are updated
• Monitoring the performance of hardware and software
• Preserving data integrity
• Ethically handling private data, including financial transactions.

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Reporting

• The department has report basic task’s done, challenge faced, solution for
faced challenge and operation performance in every 3 months and yearly.
N.B: The Director shall propose for update of the SOP in written form.

ANNEX I
Trainers Self-Evaluation

The quality of the training is highly determined by the excellence of

the trainers. Hence, trainers' well preparation plays great role for
providing fruitful trainings.

This trainer’s self-evaluation checklist is used to assess trainers’

strength and areas of improvement while they provide trainings.

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Therefore, use this checklist to make self- evaluation of the important

things you should do as a trainer.

No Checklist for trainers' self- Yes No Remark evaluation

1 I know the training concept well?
2 I relate the information to what trainees already know?
3 I ask questions and lead discussions to encourage trainees to
participate?
4 I get prepared before training sessions?
5 I cover the most important topics properly as per the course outline?
6 I speak and write so that trainees can understand?
7 I give examples or tell stories to make ideas clear?
8 I give time for trainees to speak, practice and review?
9 I reinforce and repeat the most important points?
10 I answer questions and give explanations with patience and good
humor?
11 I admit mistakes and lack of knowledge and try to find the correct
information?
12 I help trainees see how the learning will help in their work/life/?
13 I give trainees extra time after sessions for discussion when needed?
14 Icheck on the trainees'performance during the training in the class?
15 I ask for suggestions from trainees and others for improving the
training course?
16 Iread relevant books which enables me develop my attitude,
knowledge and skill
17 I use the training time properly as per the course outline?
18 I arrive at the training venue before 30 minutes?
19 Icare for trainees understanding?
20. I get dressed well for the training?

ብሬክስሩ ትሬዲንግ አ.ማ

የሰልጣኞች አስተያየት መስጫ
ውድ ሰልጣኛችን
የእርስዎ አስተያየት ለምንሰጣቸው የስልጠና አገልግሎቶች ያለው ጥቅም ከፍተኛ
በመሆኑ ጊዜዎን ሰጥተው ለሚሰጡን ገንቢ አስተያየት በቅድሚያ
እናመሰግናለን፡፡

የወሰዱት የስልጠና ጥቅል፡ በያል ሂደት ጥቅል

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ልምድ ግንባታ ጥቅል

አዕምሮን የማነፅ ጥቅል
የመሪነት እና የቡድን ስራን ክህሎት ማሳደግ ጥቅል
የስልጠና ጊዜ

1. በስልጠናው ሰዓት እና ጊዜ
⮚ ስልጠናው የተመደበለት ሰዓት በቂ ነው? አንሷል ወይ
በዝቷል?
⮚ ስልጠናው የሚሰጥበት ወቅት እና ጊዜ አመቺ ነው?
ተጨማሪ አስተያየት፡

2. በስልጠናው ይዘት እና አሰጣ ላይ ያሎት አስተያት

እባክዎ ከዚህ በታች ለቀረቡት ጥያቄዎች የ”✓” ምልክት በማድረግ ያሎትን አስተያት ይስጡ!

ተ.ቁ ጥያቄዎች እጅግ በጣም ጥሩ/3/ መካከለኛ/2/ መሻሻል ዝቅተኛ/0/

በጣም ጥሩ/4/ ያለበት/1/
ጥሩ/5/

1 የስልጠናው ይዘት ስለራሳችን

ያንን ምልታ በማስተካከል
ህይወትን ለማሻሻል ላይ ያለው
ጠቀሜታ

2 የስለጠናው ይዘት ግልፅነት

3 የአሰልጣኞች ስነ-ምግባር እና
የማሰልጠን ብቃት

4 የአሰጣኞች ቋንቋ አጠቃቀም

5 አጠቃላይ ስልጠናውን በምን

ያህል ተረድተውታል?

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ተጨማሪ አስተያት ስለ ስልጠናው ይዘት እና አሰጣጥ

3. የተግባር መፅሐፍ
● ግልፅ ነው? አይደለም?

● ቃላቶቹ ቀላል ናቸው? አስቸጋሪ ናቸው?

● ለብቻ መሙላት ይቻላል? አጋዥ ያስፈልጋቸዋል?

ተጨማሪ አስተያየት ስለ የተግባር መፅሐፍ፡

4. በአጠቃላይ የስልጠናው ሂደት ላይ ተጨማሪ አስተያየት

ውድ ጊዜዎን ሰውተው ለሰጡን ገንቢ አስተያት እናሰግናለን!!!

Training Materials/Power point, Work Books, Videos and Course

outline/ Evaluation
No Checklist for Power point evaluation Ye No Remark
s

1 Focus of the presentation

2 Clarity and coherence of the content

3 Design of the slides

4 Thoroughness of the ideas presented and the
•
analysis.
5 Effective use of facts, statistics and details.

6 The fonts are easily readable by trainer and

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trainees
7
There are no grammatical and spelling errors
8 The concept on the ppt uses local and
international facts, statistics and details.
No Checklist for workbook evaluation Ye No Remark
s
1 The activities on the workbook are very
important to engage the trainees

2
The activities on the work book directly relate
with the concept of the main topic
3 The activities the workbook are easily
understandable by trainees
4 There are no grammatical and spelling errors
on the workbook
5 The fonts are easily readable by trainees

The space used for writing on the workbook

6
are adequate
No Checklist for Videos and Images Ye No Remark
evaluation s
1 The images used on the ppt are appropriate to
the concept explained

There are relevant videos used to

2
provide the training
3 The videos are translated to local
languages

4 The images and videos consider

5 Videos and images on the ppt use
local and international facts,
statistics and details.

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N Checklist for Course outline Yes No Remark

o evaluation
1 The training titles are properly and
consecutively arranged
The time allotted on the course
2
outline are reasonable
3 The accomplishments to be
performed by the trainers are
clearly described

ብሬክስሩ ትሬዲንግ
የሰልጣኞች አስተያየት መስጫ

የስልጠና ቀን፡

የስጠና ጥቅል፡

በስልጠናው ሂደት፡

● ስለጠናው የተመደበለት ሰዓት በቂ ነው? አንሷል ወይ በዝቷል?

● ስልጠናው በሚሰጠብት ወቅት እና ግዜ አመቺ ነው?
● ስልጠናው ግልፅ ነው ወይስ የተወሳሰበ ነው?

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● ተጨማሪ አስተያየት

አሰልጣኝ ላይ ያሎትን አስተያየት መልሶትን በማክበብ ይስጡ!

1. የአሰልጣኝ ሰዓት አከባበር
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
1- መሻሻል ያለበት 0-ደካማ
2. የአሰልጣኝ አለባባስ
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
2- መሻሻል ያለበት 0-ደካማ
3. አሰልጣኝ የራሱን /ራሷን ታሪኮች መጠቀም
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
3- መሻሻል ያለበት 0-ደካማ
4. ምሳሌዎች መጠቀም
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
4- መሻሻል ያለበት 0-ደካማ

5. ጥያቄዎችን በበቂ ሁኔታ ትመልሳለች/ይመልሳል?

5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
1- መሻሻል ያለበት 0-ደካማ
6. በበቂ ሁኔታ ተዘጋጅቶ/ታ ነበር
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
1- መሻሻል ያለበት 0-ደካማ
7. ሰዎች ፊት ሲቆም ያለው በራስ መተማመን

5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ

1- መሻሻል ያለበት 0-ደካማ
8. የሰልጣኞቹን ስሜት ይረዳል /ትረዳለች?
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
1- መሻሻል ያለበት 0-ደካማ
9. የአሰልጣኙ ቋንቋ አጠቃቀም
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
1- መሻሻል ያለበት 0-ደካማ
10. ስለጠናውን በምን ያህል ተረድተውታል
5- እጅግ በጣም ጥሩ 4-በጣም ጥሩ 3-ጥሩ 2 መካከለኛ
1- መሻሻል ያለበት 0-ደካማ
ተጨማሪ አስተያት፡

ተግባር መፅሐፍ

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● ግልፅ ነው? አይደለም?

● ቃላቶቹ ቀላል ናቸው? አስቸጋሪ ናቸው?

● ለብቻ መሙላት ይቻላል?

ተጨማሪ አስተያየት፡

የስልጠና ቦታ፡
● የአቀማመጥ ምቹነት፡
ምቹ……………….….. አይመችም…………………..……ሌላ…………………………..
…
● የክፍሉ የአየር ሁኔታ
ሙቀት …………………..ቅዝቃዜ…………….……..መታን……………….ምቹ………..….

57 | Page Creating Visionary, Genuine, Healthy & Wealthy Generation!

 ANNEX V Board Of Directors Directie 001 SOP May 2022

ANNEX V
Alpha fact Training

Daily Schedule

Required: 1. Dream Board 4. No mobile 7. New Agenda

10.No caffeine no alcohol

2. Application 5. Complete 8.Book (Subconscious +industry)

11. Audio device
3. Commitment sign 6. Must be medically fit 9. Spot gear/cleaning soap
12. Clear annual goals max 55

Time Activity

5:00 Wake up

5:20 Prayer, visualization & Gratitude

5:25 Complete bed making

6:30 Exercise

6:45 Shower

8:00 Breakfast cook, eat, clean

8:30 Read

10:00 Training

10:20 Rest(do as wish)

10:40 Listen to personal development

11:40 Sharing

12:30 Empty your mind and body(silence)

12:45 Read holly book

2:00 Lunch

4:00 Personal Development Training

4:20 Rewrite your vision

4:30 Rewrite your dreams

5:45 Rewrite your one goal (priority)

58 | Page Creating Visionary, Genuine, Healthy & Wealthy Generation!

 ANNEX V Board Of Directors Directie 001 SOP May 2022

6:15 Rest(do as wish)

7:30 Dinner

9:00 Rest( do as wish)

11:00 Silence (Read on industry, visualize, empty mind & body, gratitude, prayer, DIKW,
mental bank) (about 20 minutes each)

Open recorded goal and sleep

59 | Page Creating Visionary, Genuine, Healthy & Wealthy Generation!