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Operations Management for the service sector involves the authoritative maintenance, control and improvement of organisational activities that convert the resources of a service organisation into the activities required to deliver the business strategy. The measurement and evaluation of the operations is undertaken through a process of business appraisal. Efficiency and effectiveness of service delivery are monitored by the application of performance and quality management techniques.

Operations Management for the service sector can be viewed as a composite collaborative application that acts as a hub to support shop-floor 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 nor 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.

Operations Management Platforms are a particular sub sector of Operations Management solutions. They provide a more comprehensive solution to solve operations management issues in which configuration, rather than full-scale development, of the necessary solution occurs.

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