A unique Operations Management Business Simulation training course, it probably is the only one focused on Service Operations Management which is extremely rigorous, intensive and knowledge driven with Key operational concepts such as line balancing, forecasting, capacity planning etc. are covered apart from people aspects such as performance management, succession planning etc. Recently launched the AOM Experience- a unique e learning course on the basics of service operations is based on the principle of gamified learning and incorporates learning from peers.

1. The Active Operations Management
Business Simulation
Training Programme

2. You are travelling to New York.
In a few hours’ time you will be meeting the management team and staff
of your new operations department:
the New York Payments Centre.
Internal reports state that the department is currently struggling with
unskilled staff.
backlogs,
poor morale
and
Costs are escalating.
You and your colleagues have been appointed to
turn the unit around
and you know that this is going to be
your biggest challenge to date... and so the Active
Operations
Management Business
Simulation Training
Programme begins…

3. Give your managers the confidence
to manage with foresight
The Active Operations Management (AOM)
Business Simulation Training Programme teaches
participants the key competencies of professional
service operations management, giving them
the foresight to plan and forecast workloads
effectively.
The four‑day programme provides managers
and team leaders with an opportunity to learn
and apply ‘active’ management method and skills
in a challenging but low risk environment. The
programme uses a computer‑based simulator that
models a real service operations environment,
with real operations management challenges.
Participants are divided into teams of three and
placed in control of a failing operation. They
then face the challenge of turning the business
around using the Active Operations Management
(AOM™) techniques taught over the duration
of the programme. Participants learn how to
manage their simulated members of staff, using
truly professional management methods to
deploy resources effectively. All the while they
must maintain day‑to‑day control of the business,
subject to the usual constraints of unhelpful pay
systems, poorly skilled supervisors, sickness,
absenteeism and unpredictable external events!
AOMi determine the success of participants in the
challenge through the measurement of quality,
service and cost indicators; their results can then
be benchmarked against those of the thousands
of managers who have already completed the
programme.
Participants are able to directly apply what they
have learnt during the programme to their
workplace. For example, many organisations
carry latent capacity (i.e. the time available is
ineffectively deployed), and the skills learnt during
the programme help participants to understand
and make best use of this capacity.

4. What is
AOM?
Over the four days of the AOM
Business Simulation Training
Programme, participants are
introduced to, and given the
opportunity to apply, the
techniques of AOM, AOMi’s
innovative approach to
operations management.
But what is AOM?
Picture the situation where managers work together to actively manage
their operations. Where service and quality standards are consistently
delivered at the minimum cost. Where managers learn from the past to
map the future, plan to make best use of the available staff, and regularly
review their status against their plans. Where significant performance
improvements are regularly achieved and managers consistently deliver the
outcomes of their plans.
This is AOM.
AOM represents one of the most complete professional approaches to
service operations management. AOM drives fundamental and lasting
changes in management behaviours, which positively affect the way
operations work. It creates an environment where managers are able to
manage the uncertainties of work throughput and resource availability,
understand the dynamics of their operation and work together to achieve
business objectives. AOM releases the time and provides the level of
operational control that a business needs to improve service and quality,
take on new business or reduce cost. The result is improved performance
across the organisation. Internationally recognised as best practice in
service operations management, AOM is used successfully by managers in
service operations departments around the globe.
AOM
Tools
AOM
Skills
AOM
Method

5. How is AOM used in the Business
Simulation Training Programme?
Specifically, participants are taught, and given the opportunity to put into practice, the
following management disciplines:
• The management control process: the cycle of delivery that touches all elements of
an operation but is rarely fully understood.
• Resource management: identifying the data required to support meaningful
management decision-making.
• Capacity management: how to be in control of, rather than controlled by, the realities
of operational life, such as fluctuating work volumes, staff absences and risk.
• Budgeting: how to prepare a fully budgeted business plan and manage its delivery.
• Service level management: how effective management of service levels drives
efficiency as well as customer satisfaction.
• Quality management: understanding the relationship between the costs of
preventing, detecting and correcting mistakes, errors and complaints.
• Continuous improvement: how to help teams strive for the best possible outcome.
The programme timeline: four months
of experience in four days
Each day of the programme corresponds to one month in the simulated business. During the
first two days of the programme, participants learn to establish basic control of the business.
Gradually, more challenges are introduced and management of the operation becomes more
complex. During the third day, the participants create ambitious but realistic plans for the
business, which include their target cost levels, quality standards and performance against their
service levels. Finally, on the fourth day, participants strive to deliver the outcomes of their plan
within the specified timescale and budget.
The AOM Business Simulation Training Programme is part of ‘AOM Skills’. AOM Skills
aim to equip managers with the relevant AOM competencies and behaviours to
actively manage their staff based on their individual needs.
During the AOM Business Simulation Training Programme, participants are trained
in the essential processes of planning and forecasting that are defined by the AOM
Method. They are also taught the skills that allow them to deliver the outcomes of
their plans.
Day 1
Month 1
Teams start weekly management,
balancing team resources and
initiating staff development.
Day 2
Month 2
Teams learn to forecast workload volumes and
manage staff absence and quality; simulated staff
may be affected by illness, and workloads and
quality will vary.
Day 3
Month 3
Teams develop their control
framework, and submit and
present their business plans.
Day 4
Month 4
Teams strive to deliver the outcomes of their
plans and submit their results. Lessons learnt
from the programme are reviewed.
Active
Operations
Management

6. And the results?
The AOM Business Simulation Training
Programme has been run successfully worldwide
and has proven its value time and time again:
“The simulation was the perfect
method of introducing a real
commercial focus to the management
team prior to outsourcing the
mortgage processing function”
Operations Director,
an Australian bank
“The results in the 12 months since (the
programme) have been amazing—a huge
improvement in customer service and a
measurable increase in capacity of 49%.
The results achieved have far exceeded our
expectations”
Customer Service Manager,
a UK insurance company
“Efficient operations management
has been central to our ability to
achieve significant compound
growth year-on-year, without
compromising quality or service.
The operations management
simulation lies at the heart of this
success”
Vice President of Operations,
a leading UK bank
Enhanced management skills and
the ability to plan and forecast
are of key importance in service
operations. AOMi’s Business
Simulation Training Programme
is of great benefit to managers
wishing to incorporate these skills
into their operation.
The next steps
The programme can be used as stand‑alone operations
management training or as part of AOMi’s AOM implementation
process, a long‑term culture change and sustained performance
improvement programme.
AOMi also run open simulation courses for smaller groups of
participants, or for businesses thinking about using the programme
on a larger scale. Courses can be arranged to be held at a location
convenient for you, or at your local AOMi office.
To enrol your managers on an open AOM
Business Simulation Training Programme,
please visit www.activeops.com or scan
the QR code opposite with your mobile
device. If you have any queries about
the AOM Business Simulation Training
Programme that are not covered in this
brochure, please contact AOMi directly
using the contact details for your local
AOMi office provided below.
FOR MORE INFORMATIONFOR MORE INFORMATION
AOMi Head Office
t: +44 (0)118 907 5000
e: enquiries@activeops.com
w: www.activeops.com
AOMi North America
t: +01 516 496-2115
e: enquiriesna@activeops.com
w: www.activeops.com/na
AOMi Asia Pacific
t: +61 8 7070 0522
e: enquiries@activeops.com.au
w: www.activeops.com/au
AOMi Africa
t: +27 11 544 7966
e: enquiries@activeops.za.com
w: www.activeops.com/za
AOMi India
t: +91 9886 498201
e: enquiries@activeops.com
w: www.activeops.com/in
AOMi Middle East
t: +968 24793303
e: activeops@theperfactworld.com
w: www.activeops.com/me
About AOMi
Active Operations Management International (AOMi) developed Active Operations Management (AOM) specifically for
service operations. AOM provides organisations with a structured and consistent operations management capability
that is the catalyst for achieving operational excellence. With global operations in six international regions, AOMi is a
world leader in the improvement of performance in service operations. AOM has been adopted in over 35 countries
by clients who recognise the value of consistent operations management; over 40,000 of our clients’ employees are
actively managed by the AOM approach. Reflecting our global reach since forming in 2005, AOMi received the Queen’s
Award for Enterprise in 2011.

7. AOM Method: AOM Skills: AOM Tools
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