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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 pulls together all the information needed by operations management and staff to be able to effectively and efficiently do their job. It provides a collaborative environment in which not only internal staff can 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 is flexible enough to handle every type of process that you have, then it would make sense for you to evaluate an operations management solution.

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