Active Operations Management (AOM)

Transcription

1 Active Operations Management (AOM) Digital Operations Management Embeds a consistent process to forecast, plan, control, and review operational performance Reduces cost through productivity improvement Facilitates collaboration within teams and departments Helps identify opportunities for performance improvement and best practice Provides a firm foundation for digital transformation

2 Active Operations Management Active Operations Management (AOM ) method The AOM method is an agile approach to operations management, focusing front-line managers, their staff, and now robots to improve customer service, capacity planning, quality, and service levels at optimal cost. AOM provides an operations-wide, inclusive, information-based, consistent, and sustainable management style that is both collaborative and methoddriven. As a result, decisions made daily at the heart of the operation have a beneficial impact on staff engagement and morale. Primarily, AOM drives fundamental, and lasting change in process, operations, skills development, and management behaviors. This is effectively supported through the continuous use of accurate data provided by Workware. Together with Workware, the AOM method provides a firm foundation for digital transformation. KEY BENEFITS Embeds a consistent process to forecast, plan, control, and review operational performance Reduces cost through productivity improvement Facilitates collaboration within teams and departments Helps identify opportunities for performance improvement and best practice Provides a firm foundation for digital transformation Creating a Foundation for Digital Transformation QUANTIFICATION Make informed data-based decisions on current and future performance COLLABORATION Work effectively with a blended workforce across organization functions and processes OPTIMIZATION Remove inefficiency and implement short and long term improvements

3 AOM Implementation The AOM method, operational skills, and Workware configuration are taught and embedded into your organization as part of a 10-week AOM implementation program. This program introduces and integrates AOM into your weekly, monthly, and annual planning and control processes. Managers and team leaders attend workshops and receive one-on-one training and coaching, supported by elearning through The Academy. Timeline to Optimized Operations ENGAGE BUILD EMBED MAINTAIN Health Check Technology Review Contract SOW Date Insights Implemented Baseline Established Benefits Model Health Check Updated Certification Complete Improved Operational Performance & Control Plus ROI CIRCA 3x ActiveOps Engaged WEEK 02 WEEK 05 WEEK 10 MONTH 06 MONTH 12 MONTH 36 mobilize, Configure, software, Capture Data Planning Insights Implemented Planning Insights Simulation Training Defined Operating Model Circa 15% Increase in Productivity

4 Active Operations Management AOM Skills AOM Skills equip managers, team leaders, and team members with the relevant competencies and behaviors to actively manage their staff and robots at an individual level. Managers and team leaders are trained and coached to make better informed decisions. A framework is provided for effective communications and feedback. Effective Process for Effective Operations AOM Skills: Are taught during initial implementation of AOM, usually completed in 10 weeks LOADING MEETING Formulation of team and departmental plans Cover the competencies needed to become an active operations manager Include classroom training, on and offthe-job coaching, and elearning provided through the The Academy Enable AOM best practices to be incorporated into daily routines VARIANCE MEETINGS Discuss improvements for the next team and departmental plans COMMITMENT MEETING Communicating plans to all members Are maintained via a sustainability program that follows AOM implementation Develop managers in the fundamentals of operations management using AOM practices Provide certifications for different roles and levels of learning achievement 03 REVIEW & BUZZ MEETINGS Control plan through active decisions Visual displays 02

5 Workware is a powerful, cloud-based application providing managers and team leaders with a real-time view of the status of work, staff, and robots. Data captured and presented by Workware helps to forecast and plan workloads based on actual performance data and assumptions. For more information on Workware please visit activeops.com/workware Active Insights FORECAST PLAN OPTIMIZATION Capture data and present insights on performance at every level of the operation DATA INSIGHTS DATA INSIGHT PLANNING INSIGHTS Use historical and forecast data to build capacity plans REVIEW CONTROL

6 Active Operations Management ActiveOps Health Check The ActiveOps Health Check is designed to compare how current operations management activities compare against the ActiveOps Capability Maturity Model of international best practices. Health Check evaluates how managers and team leaders are equipped to meet the business objectives and goals. Health Check evaluates how managers and team leaders are equipped to meet the business objectives and goals. It explores the opportunities for capacity release via changes to current operations management practices, helping determine the best, most cost-effective solutions to resolve issues identified. ActiveOps Maturity Model The ActiveOps Maturity Model has evolved over fifteen years of applied professional expertise. A set of defined and weighted criteria measures how your organization ranks with against others in your industry according to international best-practices. What measures and measurements are in place? How are they are deployed and enforced across the operations? Do you calculate how these measures impact management control and business outcomes? From this analysis, a comprehensive assessment gauges how your operations management maturity affects your overall company performance. You are provided with detailed insights into the potential performance gains that can be achieved through incrementally applying improved disciplines. The Capability Maturity Model establishes your current position. Precise recommendations are proposed to attain operational goals designated in the process. ActiveOps Capability Maturity Model (CMM) Sets Benchmarks & Targets for Operational Excellence Scale the levels of capability maturity with ActiveOps ADHOC A Health Check provides a CMM rating to determine current capability and likely benefits. Scale the levels of the CMM as the foundation of operational excellence. INCOMPLETE MANAGED INTERNALLY INTERGRATED CREATING ADVANTAGE 20/100 40/100 60/100 80/ /100

7 AOM Sustainability The AOM Sustainability package ensures that your initial gains are sustainable and embedded into the infrastructure of your business. The package involves a range of on-site services to refresh the AOM Skills of current managers over time, as well as to train new staff. The AOM Sustainability Package can include the following components: Planning Insights Simulation Business Simulation for advanced skills development Academy E-Learning training for new team leaders AOM Accreditation and Certification Refresher training Diagnostic and Health Checks Annual planning process support Build Operations Capability Through a Structured Sustainable Channel COMPLEMENT LEADERSHIP & TECHNICAL SKILLS WITH OPERATIONS SKILLS AOM Accreditation and Certification The AOM method is transforming the world of service operations by providing unprecedented levels of control over quality, productivity, and service delivery. It is raising competence standards and dramatically improving performance in operations management. In order to recognize the AOM skills and knowledge acquired by participants in an AOM implementation, ActiveOps has developed an AOM industry-based organizational Accreditation and Individual Certification programs.

8 ActiveOps Manage Differently ActiveOps is a leading provider of digital operations management solutions to financial services, BPOs, governments, healthcare and other service industries. Our cloud-based solutions are proven to optimize operations, reduce costs, manage capacity, and improve service delivery and staff well-being. Customers can confidently prepare for and then run their service operations taking full advantage of the benefits of transformation programs including RPA, automation, digitization, and outsourcing. Workware enables the optimization of individual and robotic teams and departmental resources from a single application. Operations data is aggregated, analyzed and presented in real-time. Using Workware, managers can quantify work and time, identify capacity, identify processes to be automated, and plan resources. The Active Operations Management (AOM) Method embeds a consistent and sustainable framework of operations best practices. Operations professionals are coached to maximize the data through collaborative capacity planning, structured review meetings and skills development. ActiveOps operates across the globe from offices in the USA, UK, Ireland, India, South Africa and Australia. CONTACT US OFFICE LOCATIONS: CANADA USA UK AND IRELAND SOUTH AFRICA INDIA AUSTRALIA activeops.com