Introduction to NonStop Operations Management

Operations Management and Continuous
Improvement
Introduction to NonStop Operations Management–125507
13-3
Using the Maturity Framework
The improvement program will be most successful if:
•
The improvement goals are aligned with the service-level agreements of your
organization.
•
It is planned, staffed, and approved by senior management. Assign a sufficient
priority to the project so that adequate resources will be assigned and significant
actions will take place.
•
The entire operations staff is involved.
•
Improvements are made in small, tested steps.
•
The operations staff is trained to operate the new operations processes.
Using the Maturity Framework
When implementing an operations-management improvement program, you need to
have a clear picture of your improvement goals as well as a way to gauge the progress
made during the improvement program.
Using a maturity framework can help provide perspective and guide the direction of
your improvement program. The maturity framework breaks down an operations
environment into five maturity levels, with each level representing issues that many
operations organizations face at various stages in process improvement. The maturity
framework can help you determine:
•
The maturity level of your current operations processes
•
The maturity level you want to achieve
•
Areas where improvements will be most fruitful
Figure 13-2 illustrates how your organization must mature and become more effective as
the demands of your customers increase and operations problems intensify.
Figure 13-2. Operations-Management Improvement Framework
Customer
Demands
Problem Demands
Low
Low
High
High
Level 1
Level 5
Level 4
Level 3
Level 2
Little Control;
Ad Hoc
Basic
Management
Control
Processes Defined
and Managed;
Automation
Possible
Processes
Measured and
Analyzed;
Ability to Meet
Goals
Continuous
Improvement With
Minimal Risk; Ideal
Environment
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