Active Operations Management

Active Operations Management

The playbook for service operations in the agile age

Neil Bentley, Richard Jeffery


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Find out how to balance the three competing demands of service operations: delivering a high-quality service, on time and within budget

Understand the four key features of any good management system

Learn the five behaviours that characterise the world’s best operations managers

See how these behaviours can be encouraged and supported by using the right design of simple planning tools

 Discover how “command and control management” is being replaced by “coach and co-ordinate leadership” and see how much more satisfying and successful you job will become


Neil Bentley:
Neil Bentley has been helping organizations to improve their front-line operating performance since the late 1980s. Originally qualified in Psychology, he started work at Lucas Industries in the 1980s, gaining experience in manufacturing production management and learning about Systems Engineering and the Toyota Production System. Neil went on to work at PA Consulting Group focusing on culture and organizational change in financial services and the public sector.|||Richard Jeffery qualified in Systems and Management at City University London, researching and applying technology support for decision-making processes based around John Warfield and Peter Checkland’s system-thinking theories. Working at PA Consulting Group and Coopers and Lybrand, he specialized in organizational change management and operational effectiveness in financial services.