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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
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
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
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
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
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.
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
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