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Operations management for the service sector can be viewed as a composite collaborative application that acts as a hub to support shopfloor staff by providing them with automated support for the tasks they need to perform in the order that they need to perform them, whilst at same time it provides operational management with both the capabilities to measure performance and also be able to react quickly to exceptions so they do not turn into crises. This collaborative environment is not only for internal staff to be able work together but also externals, including both suppliers and customers. If you are not able to pull together the information you need to manage operations effectively in real-time-from your HR systems for skills, holidays, and availability and your ERP systems (plus CRM and SCM) for “orders”, customer and supplier details-and your BPMS system isn’t flexible enough to handle every type of process that you have, then it would make sense for you to evaluate an operations management solution in order to operate in real time with your personnel in all their guises.

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