Operational Management

Question 1

What is the purpose of the daily huddle?

Answer 1

• discussing surprises and impact of improvements
• drive continuous improvement
• drive employee participation

Question 2

What is Operational Management?

Answer 2

Short term cyclical Management on relevant KPIs to get improvement underway.

Question 3

What is the aim of Operational Management?

Answer 3

• Making Performance visible
• Tracing the root cause of problems
• Taking direct action

Question 4

How is performance management & capacity management linked?

Answer 4

• Capacity management is planning the capacity
• Performance management is to review if the planing was met and the capacity matched the demand
• information is used to amend the planning going forward where required

Question 5

Draw up a weekly rather WILO.

Answer 5

• 5x daily huddle prep
• 5x daily huddle
• Monday: Department review (performance review previous week)
  Managers & Supervisors
• Tuesday: Weekly huddle
• Thursday: Capacity meeting (capacity planing coming week)
  Managers & Unit managers

Question 6

Operational Management….

Answer 6

… puts the customer first. I.e. Bottom up approach

Question 7

What are the parts of the Operational Management rather in a department?

Answer 7

Performance management
- Daily huddle board
- Weekly huddle board
Capacity Management
- Daily plan board
- Weekly capacity planning

Question 8

What is the basis for Management Information?

Answer 8

Operational Management rather, which runs through the organisation.

Question 9

What are the parts of the operational management structure?

Answer 9

• Performance dialogues ( cascading up)
• Coaching managers (cascading down)
• Sharing ideas and best practice

Question 10

What is the purpose of week planing (in blocks)?

Answer 10

It enables managers, advisors and supervisors to make more efficient use of their time.

Question 11

Draw up a daily huddle agenda.

Answer 11

• Purpose –> ~1 min
• Yesterday’s surprises –> ~6min
• Today’s planning –> ~4min
• New improvement ideas –> ~3min
• Wrap-up –> ~1min

Question 12

Give 2 examples on how to improve daily huddles.

Answer 12

• Prepare: - Create theme weeks
  - Have employees set the agenda
• During: - Create interaction (let team write on board, ask questions)
  - Ensure movement and motivation (agree actions, add
  achievements)
• Review: - take notes during the huddle
  - implement ideas in subsequent session

Question 13

What is the weekly huddle?

Answer 13

The weekly huddle is part of the operational management in which supervisors visually manage on customer and employee satisfaction, capacity and sales in order to improve continuously.

Question 14

When to use weekly huddles?

Answer 14

Weekly huddles are a weekly event with the whole team from the start of the pilot phase, sometimes coupled with daily huddles on other days.

Question 15

What does the weekly huddle entail?

Answer 15

The weekly huddle is for the team to

• Look back on the past week
• Celebrate successes
• Identify any issues
• Look forward to the week ahead

Question 16

What are operational management diagnostic tools?

Answer 16

• OPE Overall Process Effectiveness: Time registration, provides
  insights in how employees spend their time and highlights waste in
  in the process
• OM survey: provision insights into the style of management in a
  department

Question 17

How to sustain an organisation in the long term?

Answer 17

Sustain improvement through focus on

• Behaviour
• Standardisation
• Performance management

Question 18

What are the pitfalls of operational management over the long term?

Answer 18

• Continuous improvement no longer objective
• Execution of the process not standardised
  > Managements focus shifts to new initiatives
  > New issues overshadow good execution
• Performance management reverts to old measurement methods

Question 19

Name 2 example KPIs to manage performance.

Answer 19

• Customer satisfaction ( number of complaints)
• Quality of work meets SLAs
• Turnaround time (according to standard)
• Productivity (number of completed tasks meet standards)