Introduction to NonStop Operations Management

Operations Management and Continuous
Improvement
Introduction to NonStop Operations Management–125507
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Conclusion
Step 6—Assessing the Improvements
After completing their improvement program, the improvement team assessed their
operations management processes and concluded that they were now at maturity level 3.
The following paragraphs summarize the improvement team’s evaluations.
•
After having automated many processes, the number of calls to the help desk had
been reduced from about 25 per hour to 10 per hour.
•
Because many low-level, repetitive tasks were eliminated, the operators became
more productive. As a result, MIS managers could reduce the operations staff. They
transferred one operator to the support group and another to the quality-assurance
group. These transfers lowered the cost of operations personnel and were positive
career opportunities for the two operators.
•
Because the improvement team had instituted some process-measurement
procedures, the operations group was now moving toward maturity level 4.
Conclusion
The MIS managers recognized that both technology and the business challenges they
faced would continue to change rapidly. They intended to meet these challenges by
proposing further improvements. With the tools and processes now in place, the MIS
department will be able to measure their operations environment before and after the
proposed changes.
Figure 13-3. Case Study: Manual Recoveries Versus Automated Recoveries
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