A great deal of focus is on EFFICIENCY and EFFECTIVENESS of processes and facilities, such as buildings, computer systems, signage, lighting, etc. Therefore, operations management often includes substantial measurement and analysis of internal processes. Ultimately, the nature of how operations management is carried out in an organization depends very much on the nature of the products or services in the organization, for example, on retail, manufacturing or wholesale.

"The measure of success is not whether you have a tough problem to deal with, but whether it's the same problem you had last year." ~ John Foster Dulles

Effective operations management provides the potential to improve both efficiency and customer service simultaneously.

Ultimately, Operations Management is all about followthrough. It is about making sure that all your policies and procedures are being followed to the T. It is about management by walking around and seeing what is working and what is not working. From merchandising and plying your wares in the most favorable light possible, to making sure your people are all doing their jobs — WOWING customers with each interaction while staying within guidelines (hours, costs, etc.).

Once your business hits $1-2 million each year in sales you must recognize that future success is completely predicated on this critical area of business management.

Clearly, delivering WOW customer products and services — while minimizing COSTS and optimizing PROFITS — is what the Operation Management function is really about.

Excellence At This Function Means You Can Say...

• My company is a lean, efficient, productive machine that provides WOW products and services through stringent cost controls, effective policies and procedures and well-trained employees who take pride in their work at every step of the way.
• My company has one person or department whose responsibility is to coordinate and support all of the day-by-day operations, equipment and facilities required to successfully deliver a high quality, low cost product or service to our customers
• My company's operations are designed to scale quickly as needed and are managed to respond quickly to both an increase or decrease in customer demands with no increase in cost of production or decrease in quality.
• Each person in my company is fully aware of the part they play in our entire business operation and how it contributes to the success or failure of every other part.
• Each person in our business is focused on both EFFICIENCY and highly EFFECTIVE business operations.