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The Active Operations Management
Business Simulation Training Programme
You are travelling to New York.
In a few hours’ time you will be meeting the management team and staff
of your new operations department: the New York Payments Centre.
Internal reports state that the department is currently struggling with
unskilled staff.
backlogs, poor morale
and
Costs are escalating. You and your colleagues have been appointed to
turn the unit around
and you know that this is going to be
your biggest challenge to date... and so the Active Operations Management Business Simulation Training Programme begins…
Give your managers the confidence to manage with foresight
The Active Operations Management (AOM) Business Simulation Training Programme teaches participants the key competencies of professional service operations management, giving them the foresight to plan and forecast workloads effectively.
The four‑day programme provides managers and team leaders with an opportunity to learn and apply ‘active’ management method and skills in a challenging but low risk environment. The programme uses a computer‑based simulator that models a real service operations environment, with real operations management challenges. Participants are divided into teams of three and placed in control of a failing operation. They then face the challenge of turning the business around using the Active Operations Management (AOM™) techniques taught over the duration of the programme. Participants learn how to manage their simulated members of staff, using
truly professional management methods to deploy resources effectively. All the while they must maintain day‑to‑day control of the business, subject to the usual constraints of unhelpful pay systems, poorly skilled supervisors, sickness, absenteeism and unpredictable external events!
AOMi determine the success of participants in the challenge through the measurement of quality, service and cost indicators; their results can then be benchmarked against those of the thousands of managers who have already completed the programme.
Participants are able to directly apply what they have learnt during the programme to their workplace. For example, many organisations carry latent capacity (i.e. the time available is ineffectively deployed), and the skills learnt during the programme help participants to understand and make best use of this capacity.
What isAOM?
Over the four days of the AOM Business Simulation Training Programme, participants are introduced to, and given the opportunity to apply, the techniques of AOM, AOMi’s innovative approach to operations management.
But what is AOM?
Picture the situation where managers work together to actively manage their operations. Where service and quality standards are consistently delivered at the minimum cost. Where managers learn from the past to map the future, plan to make best use of the available staff, and regularly review their status against their plans. Where significant performance improvements are regularly achieved and managers consistently deliver the outcomes of their plans.
This is AOM.
AOM represents one of the most complete professional approaches to service operations management. AOM drives fundamental and lasting changes in management behaviours, which positively affect the way operations work. It creates an environment where managers are able to manage the uncertainties of work throughput and resource availability, understand the dynamics of their operation and work together to achieve business objectives. AOM releases the time and provides the level of operational control that a business needs to improve service and quality, take on new business or reduce cost. The result is improved performance across the organisation. Internationally recognised as best practice in service operations management, AOM is used successfully by managers in service operations departments around the globe.
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Method
How is AOM used in the Business Simulation Training Programme?
Specifically, participants are taught, and given the opportunity to put into practice, the following management disciplines:
• The management control process: the cycle of delivery that touches all elements of an operation but is rarely fully understood.
• Resource management: identifying the data required to support meaningful management decision‑making.
• Capacity management: how to be in control of, rather than controlled by, the realities of operational life, such as fluctuating work volumes, staff absences and risk.
• Budgeting: how to prepare a fully budgeted business plan and manage its delivery.
• Service level management: how effective management of service levels drives efficiency as well as customer satisfaction.
• Quality management: understanding the relationship between the costs of preventing, detecting and correcting mistakes, errors and complaints.
• Continuous improvement: how to help teams strive for the best possible outcome.
The programme timeline: four months of experience in four daysEach day of the programme corresponds to one month in the simulated business. During the first two days of the programme, participants learn to establish basic control of the business. Gradually, more challenges are introduced and management of the operation becomes more complex. During the third day, the participants create ambitious but realistic plans for the business, which include their target cost levels, quality standards and performance against their service levels. Finally, on the fourth day, participants strive to deliver the outcomes of their plan within the specified timescale and budget.
The AOM Business Simulation Training Programme is part of ‘AOM Skills’. AOM Skills aim to equip managers with the relevant AOM competencies and behaviours to actively manage their staff based on their individual needs.
During the AOM Business Simulation Training Programme, participants are trained in the essential processes of planning and forecasting that are defined by the AOM Method. They are also taught the skills that allow them to deliver the outcomes of their plans.
Day 1
Month 1Teams start weekly management,
balancing team resources and initiating staff development.
Day 2
Month 2Teams learn to forecast workload volumes and
manage staff absence and quality; simulated staff may be affected by illness, and workloads and
quality will vary.
Day 3
Month 3Teams develop their control framework, and submit and present their business plans.
Day 4
Month 4Teams strive to deliver the outcomes of their plans and submit their results. Lessons learnt
from the programme are reviewed.
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And the results?The AOM Business Simulation Training Programme has been run successfully worldwide and has proven its value time and time again:
“The simulation was the perfect method of introducing a real commercial focus to the management team prior to outsourcing the mortgage processing function”
Operations Director, an Australian bank
“The results in the 12 months since (the programme) have been amazing—a huge improvement in customer service and a measurable increase in capacity of 49%. The results achieved have far exceeded our expectations”
Customer Service Manager, a UK insurance company
“Efficient operations management has been central to our ability to achieve significant compound growth year‑on‑year, without compromising quality or service. The operations management simulation lies at the heart of this success”
Vice President of Operations, a leading UK bank Enhanced management skills and
the ability to plan and forecast are of key importance in service operations. AOMi’s Business Simulation Training Programme is of great benefit to managers wishing to incorporate these skills into their operation.
The next steps The programme can be used as stand‑alone operations management training or as part of AOMi’s AOM implementation process, a long‑term culture change and sustained performance improvement programme.
AOMi also run open simulation courses for smaller groups of participants, or for businesses thinking about using the programme on a larger scale. Courses can be arranged to be held at a location convenient for you, or at your local AOMi office.
To enrol your managers on an open AOM Business Simulation Training Programme, please visit www.activeops.com or scan the QR code opposite with your mobile device. If you have any queries about the AOM Business Simulation Training Programme that are not covered in this brochure, please contact AOMi directly using the contact details for your local AOMi office provided below.
FOR MORE INFORMATIONFOR MORE INFORMATION
AOMi Head Officet: +44 (0)118 907 5000e: [email protected]: www.activeops.com
AOMi North Americat: +01 516 496-2115e: [email protected]: www.activeops.com/na
AOMi Asia Pacifict: +61 8 7070 0522e: [email protected]: www.activeops.com/au
AOMi Africat: +27 11 447 1073e: [email protected]: www.activeops.com/za
AOMi Indiat: +91 9886 498201e: [email protected]: www.activeops.com/in
AOMi Middle Eastt: +968 24793303e: [email protected]: www.activeops.com/me
About AOMi
Active Operations Management International (AOMi) is a world leader in back office workforce optimisation solutions. Active Operations Management (AOM™) is an innovative, market-leading approach to back office workforce optimisation which is designed to enable front-line managers and their staff to achieve high-quality service levels at optimum cost. Using AOM, organisations gain a structured and consistent operations management capability that delivers proven results and lasting operational excellence. Since its launch in 2005, AOMi’s cloud-based workforce optimisation software has been adopted in 37 countries and is now used by 40,000 users worldwide. It has been embraced by leading organisations which understand the value of back office workforce optimisation. This growth and global reach was recognised in 2011 when AOMi received a Queen’s Award for Enterprise.
AOM Method: AOM Skills: AOM Tools
Copyright © 2014 Active Operations Management International LLP (AOMi). All rights reserved.
