Posted on: May 26, 2023
Do you remember the moment when something doesn’t go according to plan, deadlines are history and you still struggle with capacity and require additional resources?
There is a perfect solution for that!
It’s called as temporary, fast ‘RESCUE RANGERS’ operational support, usually served by external consulting companies.
What does an operations support do?
For WHOM?
For organization which needs immediate temporary external support to fix the main never-ending issues and(or) improve some process areas.
WHEN?
An operational support is recommended especially when the following demands appear:
- To access talents of professionals with practical expertise and right skill set
- To support operationally sudden volume peaks, backlog reduction
- To stabilize in-scope operational activities
- To fulfil an unexpected ad hoc vacancy due to sickness, vacations or unavailability
HOW?
To allow the best in class operational support, the candidates should have the following abilities and skills:
- Analytical skills
- High impact communication skills
- Ability to solve the problems independently
- Stress resistance
- Ability to work under the time pressure
- Multitasking
- Self-discipline
- Technical skills – Excel, ERP systems
and any other skills useful and important in the Client’s environment
What is the work of operational support? Adaptive methodology
As per the Adaptive methodology, the ‘Rescue Rangers’ operational support should include at least the following steps:
Step 1: ALIGN ON REQUIREMENTS
- Define operational support goals and expectations
- Map and facilitate technology enablers for service delivery
Step 2: ONBOARDING
- Placement of Rescue Ranges team in client’s organizational structure
- Schedule and deploy takeover plan
- Obey client’s house rules and comply with code of conduct restrictions
Step 3: SLA COMPLIANCE
- Align Key Performance Indicators with related baseline
- Ensure Service Level compliance
Step 4: PROGRESS REPORTING
- Set up of reporting framework and effective communication model
- Deploy transparent status tracker on progress, volumes realization, KPIs results
- Report effort involvement
Step 5: PROCESS IMPROVEMENT
- Report recommendations for process improvements
- Lead selected initiatives
Step 6: HANDOVER PROCESS
- Document all operational steps, process nuances in Standard Operating Procedures/instructions
- Handover to client’s operational team after assignment completion
What are examples of operational support? Deliverables
An operational support is nothing more than:
- SLA PERFORMANCE
Deployed transparent dashboard to monitor defined Key Performance Indicator Results - QUALITY MANAGEMENT
Implemented quality improvement techniques to achieve higher business benefits according reporting structures - IMPROVEMENT OPPORTUNITIES
Subsequent improvement recommendations for process optimization with selected initiatives deployed - CONTROL EXECUTION
Internal controls executed, documented and reported on time - PROCESS DOCUMENTATION
Comprehensive process steps captured in Standard Operating Procedures template including all process nuances with ensured seamless handover
Why is the operational support important? Benefits
The main benefits of the operational support in an organization are:
- QUALIFIED RESOURCES
Experienced pool of knowledgeable experts committed to support operationally - ON DEMAND AVAILABILITY
Top class resources available immediately and matching specific profile requirements and with foreign language capabilities - TRANSPARENT MEASUREMENTS
Realistic goals set-up with clear picture on progress realization and SLA compliance - DOMAIN EXPERTISE
Comprehensive process insight of practitioners with best in class domain practices and knowledge - PROCESS EXCELLENCE
Strived for continuous improvement and high quality standards execution approach supported with methodologies like Lean, Six Sigma etc. - PROCESS CONTINUITY
Eliminated service delivery disturbance with aftercare assistance and complete process documentation
So what’s your opinion now? Is it worth considering the external temporary operational support in your organization, to quickly fix the never-ending issues and(or) backlogs?
If you still do not see any value added of this solution, do not hesitate to call ADAPTIVE GROUP to discuss the details together. We are pretty sure you will change your mind soon 😉
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