Operational management is the business of "tick over" management, the predicable heartbeat of the organisation that ensures the right things get done in a timely manner. ChangeBEAT's Operational Management Methodology helps you to put in place the right procedures to ensure that the operation keeps running smoothly by default. 

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Management review 

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The "real work" in any company is the execution of the many, many tasks that drive the marketing, selling, delivering and support of the company's offerings. Management review is the process of the monitoring and control of these tasks, as defined in the operational planning process, to ensure that the business plan is being achieved and the defined targets and milestones are met. 

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Management review requires information to be gathered in the day-to-day operation and for line management to analyse and respond to this information appropriately. 

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This ExecKIT® module helps you to perform the work required to keep the business running smoothly. 

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Communication

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• How do you win the hearts and minds of your employees?

• How do you ensure everyone is pulling in the same direction?

• How do you avoid misinformation and the corrosive effect of the rumour mill?

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Most human conflict, and much human unhappiness and anxiety, is caused by poor communication. All too often the best intentions of the management team are misinterpreted and misunderstood, to the point where morale suffers, productivity drops and unwelcome attrition occurs. 

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The temptation for management teams is to communicate only when they see the need. They forget that many other people in the organisation have access to less information than they do, and, of course, other priorities often intervene to prevent even necessary communication occurring. 

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Every company wants well-informed people, who understand and support the management strategy and work constructively within the organisation. Communication must be managed like any other activity; it should be regular, and multi-sourced, ensuring the recipients find out what they need to know. 

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This ExecKIT® module helps you to understand and navigate the communications minefield, closing the gap between senior managers implementing the business strategy and the rest of the company. 

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Stakeholder management

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• Are you managing your stakeholders to ensure their full support?

• Are you maximising the help your friends give you, and minimising the negative effect of your enemies?

• Do you have strategies and processes in place to manage your stakeholders?

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In stakeholder analysis you will have analysed your stakeholders and built a plan to manage them. As part of the operational management of the company you now need to make your stakeholder management a business-as-usual process that ensures the people most important to your business are properly looked after. 

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This ExecKIT® module shows you how to proactively manage your stakeholders. 

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Knowledge management

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• Are you capitalising on the biggest asset you have?

• Can you find what you need when you need it?

• Are you making the best use of what you know?

• Are you learning from your experience?

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Whether encapsulated in patents, software, skills or methods, knowledge is the most valuable thing a company owns. Today's organisation must rapidly profit from every improvement it makes, and learn from every mistake, ensuring it is not repeated. Gathering and making knowledge available is increasingly being seen as a core competence of new world companies. 

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As Lew Platt (ex CEO of Hewlett Packard) said "If HP knew what HP knows, we would be three times as profitable". 

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The effective management of knowledge is a prerequisite for success and growth. This ExecKIT® module helps you to implement an effective knowledge management process. 

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Customer satisfaction

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• Do you want to stay in touch with your customers?

• Do you want to listen to their views?

• Do you want to show you care?

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We all know how much easier it is to sell to an existing, happy customer than to gain a new one, but sometimes, in our anxiety to grow by generating new business from new customers, we can easily lose focus on our customer base. 

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Listening consistently to our customers requires a co-ordinated, proactive programme that does not grind to a halt when other, more urgent, things happen. Our customers want to know that we are always listening and the information they provide is driving improvement. 

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This ExecKIT® module helps you to develop a customer satisfaction programme that "ticks over" as part of the business operation. 

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Continuous improvement programme

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• Do you want to know your business will be more efficient next year than this?

• Do you want incremental improvements to accumulate into big profit improvements?

• Do you want to improve your responsiveness and time-to-market?

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If your company has reached the point where you can rely on continuous improvement as part of the normal business operation, you are on the road to greatness. A quality management system that is continuously improved by the people who use it has a life of its own that will institutionalise a culture of improvement. 

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This ExecKIT® module helps you to analyse your continuous improvement process and put a plan in place to improve its efficiency. 

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Corporate risk management

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• Do you want to comply with the requirements of corporate governance?

• Do you want explicitly to know the risks that might prevent you from being successful?

• Do you want to be sure you are managing those risks actively?

• Do you want to be able to demonstrate that the process is under control?

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It is the responsibility of all company directors to implement a process for identifying and managing corporate risk as defined in the Combined Code on Corporate Governance. Implementing such a process is a challenge in itself, but companies also face specific areas of risk due to the intangible nature of their products, and the nature of competition. An effective corporate risk programme is required firstly to show compliance, but more importantly to ensure that executives focus their energies on the corporate issues that threaten success. 

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This ExecKIT® module helps companies to implement an appropriate corporate risk management process. 

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