• 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

Active Operations Management (AOM) Digital Operations Management

QUANTIFICATIONMake informed

data-based decisions on current and future

performance

Work effectively with a blended workforce across organization

functions and processes

COLLABORATIONRemove inefficiency

and implement short and long term improvements

OPTIMIZATION

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 method-driven. 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 behaviours. This is effectively supported through the continuous use of accurate data provided by Workware+. 

Together with Workware+ and enabled applications, 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 anddepartments

• Helps identify opportunities for performanceimprovement 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+ configurations are taught and embedded into your organization as part of a 10-week AOM implementation programme.

This programme 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.

AOM Implementation

Active Operations Management

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

Data Insights Implemented

Baseline Established

Mobilise,Configure software,

Capture data

Planning Insights

Implemented

Planning Insights

Simulation Training

Benefits Model

Health Check Updated

Certification Complete

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 The Academy

• Enable AOM best practices to be incorporated into daily routines

• Are maintained via a sustainability programme 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

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

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. A framework is provided for effective communications and feedback. 

AOM Skills

Active Operations Management

ControliQ 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 ControliQ helps to forecast and plan workloads based on actual performance data and assumptions. For more information on ControliQ please visit activeops.com

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

ControliQ

Active Operations Management

ActiveOps Maturity ModelThe ActiveOps Maturity Model has evolved over fifteen years of applied professional expertise. A set of defined and weighted criteria measures how your organization ranks against others in your industry according to international best-practices.

• What measures and measurements are in place?

• How are they 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.

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.

ActiveOps Health CheckThe 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.

Active Operations Management

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 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

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. 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 programmes.

COMPLEMENT LEADERSHIP & TECHNICAL SKILLS WITH OPERATIONS SKILLS

Active Operations Management

ActiveOps is a leading provider of digital operations management solutions to financial services, BPOs, shared services, governments, healthcare and other service industries.

Workware+ is the leading digital operations management platform designed to simplify and reduce the cost of running of operations through the analysis and optimisation of resources and processes, improving service delivery and staff well-being.

Our solutions help maximise the total time available and increase productivity of employees, robots, teams, departmental resources and home workers.

Through Workware+ enabled solutions customers can confidently prepare for and then run their service operations taking full advantage of the benefits of transformation programmes including RPA, process discovery, automation, digitisation and outsourcing.

Operational data is automatically collected, aggregated, analysed and presented in real-time from existing digital and manual systems, enabling managers to quantify work and time, identify latent capacity and processes to be optimised or automated. Accurate and comprehensive real-time operations data leads to improved forecasting of work volumes and resources.

In conjunction with the Active Operations Management (AOM) Method, ActiveOps solutions help embed a consistent and agile operations framework based on 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