The PPF encourage the use of a solution like Active Operations Management in back office operations
(PRWEB UK) 8 October 2012
The PPF promote best practice and effective planning in customer contact operations, working in all sectors to provide strategic advice and best practice support for managers and offering specialist training and accreditation for planning and analysis. The PPF National Best Practice Seminar is an essential event for planners and analysts who want to keep up to date with the latest industry developments. The seminar will offer a range of different events to explore the topic of best practice in customer contact operations, including workshops, case studies, round table discussions and networking opportunities.
AOMi’s sponsorship of this event comes shortly after the PPF encouraged the use of a solution like Active Operations Management (AOMi’s innovative approach to service operations management) in back office operations. The PPF advocated the use of an approach that, unlike Workforce Management solutions, manages backlog; this is something that Active Operations Management specifically addresses. To quote Colin Whelan from the PPF: “Workforce Management solutions do not necessarily transfer well into a back office, as they look at the demand as a workload, not a backlog. Workforce management solutions…focus all activity to the moment of contact and the resources required to deliver a consistent customer experience; this does not bear any relation to the challenges faced in a back office environment, because as soon as a service level is greater than 24 hours, then the decisions we make in the moment impact our previous performance, our current performance and, more importantly, the performance we look to have in the future…This is why a back office needs specialist support…”
The team at AOMi look forward to seeing you at the PPF Seminar; please approach the AOMi stand to find out more about the company and to see some examples of client case studies and the details of the AOMi business simulation training programme.
Active Operations Management International (AOMi) developed Active Operations Management (AOM) specifically for service operations. AOM provides organisations with a structured and consistent operations management capability that is the catalyst for achieving operational excellence.
With global operations in six international regions, AOMi is a world leader in the improvement of performance in service operations. AOM has been adopted in over 35 countries by clients who recognise the value of consistent operations management; over 40,000 of our clients’ employees are actively managed by the AOM approach. Reflecting our global reach since forming in 2005, AOMi received the Queens Award for Enterprise in 2011.
About The Professional Planning Forum
An independent industry body established in 2000, the PPF promote best practice and effective planning in customer contact operations - working in all sectors to provide strategic advice and best practice support for managers and to offer specialist training and accreditation for planning and analysis. The PPF’s aims are to:
- Establish professionalism in planning and analysis across all customer contact operations.
- Promote best practice benchmarking as a planning methodology that every manager needs to embrace.
- Offer year-round advice and support for our members.
- Provide specialist training, qualifications, standards and accreditation.
- Work with industry leaders to champion the needs of our members and encourage innovation.