active operations management (aom) · active operations management. activeops health check. the...

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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

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Page 1: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

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

Page 2: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

QUANTIFICATIONMake informed

data-based decisions on current and future

performance

Work effectively with a blended workforce across organisation

functions and processes

COLLABORATIONRemove inefficiency

and implement short and long term improvements

OPTIMISATION

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 an optimal cost.

AOM provides an operations-wide, inclusive, information-based, consistent, and sustainable management style which is both collaborative and method- driven. As a result, decisions are made daily at the heart of the operation, improving staff engagement and morale.

Primarily, AOM drives fundamental, consistent, and lasting change in process, operational, skills development, and management behaviours. All underpinned by the effective and consistent use of data provided by Workware™.

Together with Workware, the AOM method provides a firm foundation for digital transformation.

Active Operations Management (AOM™) method

• 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

KEY BENEFITS

Creating a Foundation for Digital Transformation

Active Operations Management

Page 3: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

The AOM method, operational skills, and Workware configuration are taught and embedded into your organisation 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-to-one training and coaching, supported by eLearning through The Academy.

AOM Implementation

Timeline to Optimised Operations

Health Check

Technology Review

Contract SOW

ActiveOps Engaged

Improved Operational

Performance & Control Plus

ROI CIRCA 3x

WEEK

02MONTH

06MONTH

36WEEK

05WEEK

10MONTH

12

ENGAGE BUILD EMBED MAINTAIN

Defined Operating

Model

Circa 15% Increase in

Productivity

Date Insights Implemented

Baseline Established

Mobilise, Configure, software,

Capture Data

Planning Insights

Implemented

Planning Insights

Simulation Training

Benefits Model

Health Check Updated

Certification Complete

Page 4: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

Active Operations Management

AOM Skills:• Are taught during initial implementation

of AOM, usually completed in 10 weeks

• Cover the competencies needed to become an active operations manager

• Include classroom training, on and off-the-job coaching, and eLearning provided through The Academy

• Enable AOM best practices to be incorporated into daily routines

• Are maintained via a sustainability program that follows AOM implementation

• Develop managers in the fundamentals of operations management using AOM practices

• Certifications for different roles and learning attainment

AOM Skills equip managers, team leaders, and team members with the relevant competencies and behaviours to actively manage their staff and robots at an individual level. Managers and team leaders are trained and coached to make better-informed decisions and provide a framework for effective communication and feedback.

AOM Skills

Effective Process for Effective Operations

04 01

0203

LOADING MEETING Formulation of team

and departmental plans

REVIEW & BUZZ MEETINGS Control plan through

active decisions Visual displays

COMMITMENT MEETING

Communicating plans to all members

VARIANCE MEETINGS

Discuss improvements

for the next team and departmental

plans

Page 5: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

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

Capture data and present insights on performance at every level of the operation

Use historical andforecast data to

build capacity plans

PLAN

CONTROLREVIEW

FORECAST

OPTIMISATION

DATA INSIGHT

DATAINSIGHTS

PLANNING INSIGHTS

Page 6: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

ActiveOps Maturity ModelThe ActiveOps Maturity Model has evolved over 15 years to measure a set of defined and weighted criteria to determine how your organisation ranks with others in your industry, and with international best-practice.

We determine what measures and measurements are in place and how they are deployed and enforced across the operations, and assess how these measures impact the management control and outcomes of the business.

From the analysis, we are able to provide a comprehensive assessment of how your operations management maturity is affecting your overall company performance, and get a detailed insight into the potential performance gains available to you through incrementally applying improved disciplines to advance up the scale.

Before setting out on the journey, it is important to understand your starting point and your desired destination. Our Capability Maturity Model helps to position where you currently stand and give precise direction to reaching your operational goals.

ADHOC

INCOMPLETE

MANAGED

INTERNALLYINTERGRATED

CREATING ADVANTAGE

20/100 40/100 60/100 80/100 100/100

ActiveOps Capability Maturity Model (CMM) Sets Benchmarks & Targets for Operational ExcellenceScale the levels of capability maturity with ActiveOps

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.

Active Operations Management

ActiveOps Health CheckThe ActiveOps Health Check is designed to compare how current operations management activities compare against ActiveOps’ Capability Maturity Model of international best practice.

Health Check discovers how managers and team leaders are equipped meet the business objectives and ambitions, the opportunity for capacity release through changes to current operations management practices, and helps determine the best cost-effective solution to resolve any issues identified.

Page 7: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

AOM SustainabilityThe 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 that aim to refresh the AOM Skills of current managers over time and train new members of staff.

The AOM Sustainability Package can include the following components:• Planning Insights Simulation• Business Simulation for advanced skills development• Academy E-Learningtraining for new team leaders• AOM Accreditation and Certification• Refresher training• Diagnostic and Health Checks• Support for your organisation’s annual planning process

Build Operations Capability Through a Structured Sustainable Channel

AOM Accreditation and CertificationThe AOM method is transforming the world of service operations by providing unprecedented levels of control over quality, productivity, and service delivery, and raising the standard of competence and performance in operations management.

In order to recognise the AOM skills and knowledge gained by participants in an AOM implementation, we have developed our own industry-based organisational Accreditation and individual Certification programs.

COMPLEMENT LEADERSHIP & TECHNICAL SKILLS WITH OPERATIONS SKILLS

Page 8: Active Operations Management (AOM) · Active Operations Management. ActiveOps Health Check. The ActiveOps Health Check is designed to compare how current . operations management activities

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 optimise 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 programmes including RPA, automation, digitisation, and outsourcing.

Workware™ enables the optimisation of individual and robotic teams and departmental resources from a single application.

Operations data is aggregated, analysed and presented in real-time. Using Workware, managers can quantify work and time, 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 maximise 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.

ActiveOps – Manage Differently

Office locations:

UK | SOUTH AFRICA | AUSTRALIA | INDIA | CANADA | UAE | USA

Website: activeops.com

CONTAC T US