Operational Risk Management
Operational Risk Management is the capability of identifying, evaluating and mitigating risks within an operational setting. This capability necessitates a thorough knowledge of the organization's systems, processes, and resources. Through proactive management, potential disruptions are minimized, safeguarding business continuity and overall performance.
Level 1: Emerging
At a foundational level you are able to recognize obvious operational risks in your immediate work area and raise them with your manager or team. You follow standard procedures to support risk controls, helping to maintain the smooth running of day-to-day operations. Your actions contribute to a safer and more reliable workplace for everyone.
Level 2: Proficient
At a developing level, you are able to spot potential operational risks in your area and raise them with your team or supervisor. You can follow established risk procedures and support basic risk controls, although you may still need guidance. Your actions help reduce simple disruptions and support smooth day-to-day operations.
Level 3: Advanced
At a proficient level, you are able to identify and assess operational risks across different processes, taking practical steps to reduce their impact. You use your understanding of the organization’s operations to anticipate issues before they arise and put effective controls in place. Your actions help ensure smooth daily operations and protect business outcomes.
Workforce Coordination
Workforce Coordination is the ability to efficiently manage and deploy resources within an operations environment. It involves strategic planning, communication skills, and leadership to ensure team members are assigned to tasks that optimize productivity and operational efficiency. The impact results in a smoother, efficient operation process and improved team performance.
Level 1: Emerging
At a foundational level you are able to follow directions to support basic workforce coordination tasks, such as recording shift changes and reporting team attendance. You contribute by communicating updates clearly and helping ensure team members understand their assigned tasks. This helps day-to-day operations run more smoothly and supports team productivity.
Level 2: Proficient
At a developing level you are beginning to coordinate tasks and schedules for your team within day-to-day operations, following established processes and guidance. You communicate job assignments clearly and start to recognize the strengths of team members. This helps reduce confusion and supports a more consistent workflow.
Level 3: Advanced
At a proficient level you are able to coordinate team members and resources in day-to-day operations with minimal supervision. You plan ahead, adjust staffing to meet changing needs, and communicate clearly so everyone understands their role. This ensures work is completed smoothly, deadlines are met, and operational targets are consistently achieved.
Workflow optimization
Workflow optimization is the ability to streamline operations processes for greater efficiency. It involves identifying bottlenecks, redundancies and unproductive practices, then taking action to rectify these issues. Impact includes improved productivity, cost savings and enhanced operational performance.
Level 1: Emerging
At a foundational level you are able to recognize basic process steps and spot obvious delays or inefficiencies in daily operations. You assist colleagues by following set procedures and sharing simple ideas to make tasks run more smoothly. Your actions help the team work more efficiently and reduce unnecessary efforts.
Level 2: Proficient
At a developing level you are able to spot basic inefficiencies or delays in daily operational processes and suggest practical improvements. You take initiative to raise issues with your team or supervisor and help trial small changes. Your actions support smoother workflows and contribute to overall productivity gains within your immediate area.
Level 3: Advanced
At a proficient level you are able to assess and improve existing operational workflows, recognizing and addressing process gaps or inefficiencies. You use data and feedback to guide practical changes that make work smoother and faster for your team. This leads to noticeable gains in productivity, resource use and overall performance.
Supplier Coordination
Supplier Coordination is the ability to effectively manage and organize suppliers within an operational context. This requires a deep knowledge of supplier processes, excellent communication skills, and the ability to manage relationships effectively. The impact of this capability facilitates smoother, more efficient operations and promotes positive supplier relationships.
Level 1: Emerging
At a foundational level you are able to follow instructions for basic supplier tasks, such as checking deliveries and sharing simple information with suppliers. You understand who your key contacts are and how to raise straightforward issues or queries. Your actions help maintain clear and reliable supplier processes in daily operations.
Level 2: Proficient
At a developing level you are beginning to organize supplier information and respond to routine supplier queries within your area of operations. You seek guidance when challenges arise and are building confidence in using standard processes to support supplier relationships. Your efforts help ensure day-to-day supplier interactions run smoothly and support operational efficiency.
Level 3: Advanced
At a proficient level you are able to manage supplier relationships confidently, ensuring clear communication and alignment with operational needs. You coordinate multiple suppliers to achieve timely deliveries and resolve routine issues independently. Your actions help minimize disruptions and strengthen trust between your organization and its suppliers.
Standard Operating Procedure Development
Standard Operating Procedure Development is the capacity to design, revise and implement systematic guidelines within an Operations context. It embodies a clear understanding of operational workflows and the steps required to ensure task completion. Effectiveness in this capability streamlines processes, fortifies compliance, and enhances overall operational efficiency.
Level 1: Emerging
At a foundational level you are able to follow existing standard operating procedures accurately within your team’s daily tasks. You recognize the importance of clear instructions and help to identify when a process is not working as intended. This supports smooth operations and reduces errors in routine activities.
Level 2: Proficient
At a developing level you are starting to assist with drafting and updating standard operating procedures, following existing guidelines and templates. You contribute to reviewing processes and suggest minor improvements, ensuring your work supports consistency in daily operations. Your efforts help your team follow clear steps and reduce confusion in routine tasks.
Level 3: Advanced
At a proficient level you are able to draft, update, and implement standard operating procedures that align with current operational needs and best practices. You understand how processes fit together and ensure guidelines are clear, practical, and accessible for teams. Your work helps improve efficiency, reduces errors, and supports a culture of compliance across operations.
Service Level Management
Service Level Management is the competent regulation of service delivery to ensure operations meet predetermined standards. It encompasses defining, implementing and monitoring service levels, expertly resolving inconsistencies. Mastery achieves operational consistency, efficiency, and customer satisfaction, ultimately bolstering organizational reputation and trustworthiness.
Level 1: Emerging
At a foundational level you are aware of service level expectations within daily operations and follow standard procedures to meet them. You seek guidance when unclear on service standards or when issues arise. Your focus on consistency helps maintain smooth service delivery and builds trust with colleagues and customers.
Level 2: Proficient
At a developing level you are beginning to apply service level management processes to your daily work, following established guidelines and escalating issues when service standards are not met. You assist in monitoring service delivery and help document any gaps or disruptions. Your actions support reliable operations and help build a consistent experience for colleagues and customers.
Level 3: Advanced
At a proficient level you are consistently managing service delivery to meet agreed operational standards. You confidently define, monitor, and adjust service levels, addressing issues before they affect performance. Your actions help keep operations efficient and reliable, ensuring customers get what they expect and supporting your organization’s reputation.
Resource Scheduling
Resource Scheduling is the ability to strategically allocate resources to ensure efficient operational performance. Applying this capability involves understanding limitations, forecasting requirements and coordinating effectively. Consequentially, it optimizes productivity, maximizes resource use and enhances overall operations management.
Level 1: Emerging
At a foundational level you are able to follow instructions to schedule resources and support daily operational tasks. You recognize basic limitations and communicate needs or issues to your supervisor. This helps your team maintain smooth workflow and learn how resource allocation affects operational effectiveness.
Level 2: Proficient
At a developing level you are able to allocate resources based on clear instructions and established schedules under guidance. You recognize resource gaps or clashes and seek support to resolve them, communicating changes promptly to your team. Your attention to detail helps ensure smooth daily operations and supports continuity in service delivery.
Level 3: Advanced
At a proficient level you are able to plan and schedule resources across operations to meet changing priorities and demands. You anticipate needs, adjust allocations based on data, and work closely with others to keep things running smoothly. Your approach ensures resources are used efficiently, supporting consistent performance and timely delivery of outcomes.
Quality Monitoring
Quality Monitoring is the proficiency to evaluate, review, and improve the operational processes to ensure high standards of quality. In context of Operations, it signifies assessing performance, addressing inefficiency and enhancing productivity. This capability has a direct impact on customer satisfaction, business reputation, and overall operational excellence.
Level 1: Emerging
At a foundational level you are able to follow established quality procedures and accurately complete basic checks on operational tasks. You recognize when something does not meet the expected standard and promptly report issues to your supervisor. Your careful approach helps prevent mistakes and supports a culture of reliability in your team.
Level 2: Proficient
At a developing level you are able to follow set processes to monitor quality and spot issues in day-to-day operations. You raise concerns with your team and suggest basic improvements, while learning from feedback and examples. This helps ensure standards are met and supports a reliable experience for everyone involved.
Level 3: Advanced
At a proficient level you are able to systematically review operational processes, identify inconsistencies, and recommend practical improvements to uphold quality standards. You use data and feedback to drive positive change in team performance and efficiency. Your actions help ensure reliable service delivery and reinforce trust in the organization’s operations.
Process Compliance Monitoring
Process Compliance Monitoring is the capacity to oversee operational processes, ensuring conformity to regulatory standards and internal protocols. This capability requires comprehensive knowledge of both legal requirements and best practice guidelines, as well as proficiency in relevant monitoring tools. Effective use cultivates enhanced operational efficiency, reduces risk, and fosters an environment that encourages consistent adherence to organizational standards.
Level 1: Emerging
At a foundational level you are learning to follow established processes and checking your work against clear guidelines. You rely on supervision to ensure operational tasks meet required standards and help to spot basic errors or non-compliance. Your careful approach supports a safe and consistent working environment for your team.
Level 2: Proficient
At a developing level you are learning to monitor operational processes for compliance with organizational procedures and basic regulatory standards. You carry out routine checks with guidance and use available monitoring tools to flag inconsistencies or issues. Your efforts help your team identify risks early and support a culture of following set processes.
Level 3: Advanced
At a proficient level you are able to regularly monitor and assess operations to ensure processes meet regulatory standards and internal policies. You identify areas of non-compliance, recommend practical solutions, and follow up on corrective actions. Your efforts help keep daily operations on track and support a culture of continuous improvement.
Performance Monitoring
Performance Monitoring is the ongoing surveillance and analysis of operational metrics to ensure optimal efficiency. This involves understanding key performance indicators, tracking regular system productivity and promptly identifying any anomalies or deviations. This proactive approach allows quick resolution, minimizes operational disruption and consequently, optimizes overall organizational performance.
Level 1: Emerging
At a foundational level you are learning to recognize basic operational metrics and key performance indicators relevant to your area. You support your team by gathering data and following set processes to highlight any obvious issues or irregularities. By building these habits, you help maintain steady operations and contribute to early problem-solving.
Level 2: Proficient
At a developing level you are beginning to track and review key operational metrics with guidance from others. You recognize basic trends and can flag obvious issues or changes for your team. Your attention to regular monitoring helps support smooth daily operations and gives you a clearer understanding of how your work contributes to organizational goals.
Level 3: Advanced
At a proficient level you are confident in tracking and interpreting key operational metrics to spot trends and identify issues early. You monitor performance data regularly, take action to address anomalies, and keep your team updated. Through your proactive approach, you help maintain smooth operations and support stronger business outcomes.
Operational Reporting
Operational Reporting is the ability to generate, analyze, and interpret key performance metrics within an operations context. It encompasses the capability to use data-driven evaluations to draw conclusions and guide decisions. This proficiency ensures continuous operational improvements, ultimately enhancing productivity and cost-effectiveness.
Level 1: Emerging
At a foundational level you are able to collect basic operational data and produce simple reports using established templates or instructions. You follow clear guidelines to highlight key metrics that help your team understand routine performance. Your reports allow others to make informed decisions about daily operational tasks.
Level 2: Proficient
At a developing level you are able to collect and organize basic operational data, producing straightforward reports with guidance. You can recognize key trends and share your findings with your team, helping to support day-to-day decisions. Your work enables routine improvements, contributing to smoother and more productive operations.
Level 3: Advanced
At a proficient level you are able to independently produce clear and accurate operational reports, drawing insights from key performance metrics to identify patterns and areas for improvement. You use this data to support informed decision-making within your team or department. Your input helps lift operational standards and supports greater efficiency and cost control.
Capacity Management
Capacity Management is the operational capacity to effectively plan, manage, and optimize resources. It involves understanding resource availability, forecasting business demand, and aligning them accordingly to meet strategic objectives. An ideally managed capacity ensures seamless operation, reduces risk, and facilitates sustained organizational growth.
Level 1: Emerging
At a foundational level you are aware of how resources are used in day-to-day operations and can recognize when demand may exceed supply. You follow set processes to report or escalate issues and support your team in meeting immediate operational needs. Your actions help maintain smooth workflow and reduce simple bottlenecks.
Level 2: Proficient
At a developing level you are beginning to track and monitor resource use in day-to-day operations, following established processes and guidance. You can identify when demands shift and help flag resource gaps to your team. Your efforts support smoother workflows and help prevent small issues from becoming bigger problems.
Level 3: Advanced
At a proficient level you are able to plan and manage operational resources with confidence, anticipating changing business needs and making timely adjustments. You consider both current workloads and future demand, ensuring the right resources are in place to maintain stable operations. Your approach minimizes bottlenecks and supports sustained organizational performance.
Operational Planning
Operational Planning is the strategic process of identifying, forecasting and prioritizing business operations to ensure efficiency and effectiveness. This capability involves a keen understanding of processes, resource allocation, and proper timeline management. With strong operational planning skills, one can drive productivity, reduce operational risks, and improve an organization's bottom-line.
Level 1: Emerging
At a foundational level you are learning to support basic operational planning by following set processes and instructions from others. You help gather simple data, organize information, and contribute to planning activities within your immediate team. Your actions help ensure work flows smoothly and that tasks are completed on time.
Level 2: Proficient
At a developing level you are able to assist with planning daily operations and contribute ideas for improving processes. You follow established plans, use resources as directed, and recognize when timelines or priorities may need adjustment. Your support helps your team work more efficiently and achieve operational goals.
Level 3: Advanced
At a proficient level you are able to develop and coordinate robust operational plans that align day-to-day activities with wider business goals. You confidently forecast resource needs, set clear timelines, and monitor progress to deliver efficient outcomes. Your planning reduces risks and helps teams achieve results on time and within budget.
Operational Data Analysis
Operational Data Analysis is the ability to interpret and evaluate data to streamline operational processes. This involves skills in data handling, statistical interpretation, and understanding the operational context. The impact is heightened operational efficiency, improved decision-making, and refined strategy creation.
Level 1: Emerging
At a foundational level you are able to follow basic instructions to gather and organize operational data for routine tasks. You can accurately record and check simple data, helping others to spot patterns that might affect day-to-day activities. Your attention to detail supports the team’s efficiency and keeps operations running smoothly.
Level 2: Proficient
At a developing level you are able to collect and organize operational data, starting to spot patterns that affect day-to-day processes. You use basic analysis tools to support routine decisions and suggest simple improvements to team workflows. Your growing skills help your team make quicker, more informed operational choices.
Level 3: Advanced
At a proficient level you are confident in collecting, interpreting, and presenting operational data to help identify process improvements. You use suitable analytical methods and tools to find patterns and support decision-making in day-to-day operations. Your work leads to smoother workflows and more informed choices within your team.
Inventory Control
Inventory Control is the process of efficiently managing and predicting stock to optimize operational efficiency. It encompasses skills in monitoring stock levels, anticipation of future demands, and swift execution of replenishment processes. Effective Inventory Control greatly minimizes wastage, improves cash flow, and delivers a consistent service level for customer satisfaction.
Level 1: Emerging
At a foundational level you are able to accurately track and record stock movements using the systems and processes provided. You follow set guidelines to monitor basic inventory levels and promptly report any discrepancies to your supervisor. Your careful work supports smooth daily operations and helps reduce errors in stock handling.
Level 2: Proficient
At a developing level you are learning to track and report stock levels accurately while following set inventory procedures. You seek guidance to anticipate demand and support timely replenishment, helping your team to avoid basic stockouts or overstocking. Your efforts reduce small inefficiencies and contribute to reliable day-to-day operations in your area.
Level 3: Advanced
At a proficient level you are able to independently monitor and manage inventory, accurately predicting stock needs and responding quickly to variances. You apply established practices to maintain optimal stock levels, ensuring minimal waste and timely replenishments. Your actions support dependable operations and help achieve consistent service delivery.
Incident and Disruption Management
Incident and Disruption Management is the proficiency in identifying, responding to, and resolving operational incidents swiftly to minimize disruption. This involves awareness of potential operational risks, vigilant monitoring, effective communication, and a strong problem-solving ability. It's integral for maintaining business continuity, ensuring rapid recovery, and thus, bolstering organizational resilience.
Level 1: Emerging
At a foundational level you are able to recognize basic operational incidents and promptly report them to the appropriate person or team. You follow standard procedures during disruptions and keep others informed as needed. Your reliable actions help limit the immediate impact and support a smooth return to normal operations.
Level 2: Proficient
At a developing level you are able to notice when something has gone wrong in daily operations and follow set procedures to report and manage the issue. You rely on guidance from others, but you act quickly to support the team’s response and keep things moving. Your growing awareness helps limit disruption and contributes to smoother business recovery.
Level 3: Advanced
At a proficient level you are able to recognize and respond to operational incidents quickly, using sound judgment to minimize impact on business activities. You communicate clearly and coordinate with others to manage disruptions, keeping stakeholders informed throughout. Your actions help maintain business continuity and support a strong, resilient operations environment.
Escalation Management
Escalation Management is the aptitude to recognize, assess, and ensure swift resolution of operational issues or crises that exceed a set threshold. It mandates a comprehensive understanding of operations, proactiveness in problem-solving, and proficient communication skills. This capability is essential in minimizing disruption, maintaining business continuity and preserving stakeholder confidence.
Level 1: Emerging
At a foundational level you are able to recognize when an operational issue needs to be raised and follow established procedures to report it. You ask for help when you are unsure and keep the right people informed as issues develop. Your actions help minimize disruption and ensure problems are dealt with quickly by the right team members.
Level 2: Proficient
At a developing level you are able to recognize when operational issues need to be escalated and follow established procedures to report them. You support more experienced colleagues in gathering information and communicating clearly about the problem. Your timely actions help minimize interruptions and maintain steady operations.
Level 3: Advanced
At a proficient level you are able to recognize early signs of operational issues and take ownership of the escalation process, following established procedures to ensure timely resolution. You balance responding quickly with assessing risk and communicating clearly with all stakeholders. Your actions help minimize disruption and maintain stable operations across the business.
Demand Forecasting
Demand Forecasting is the ability to accurately predict the necessity for goods or services within an operational context. It involves statistical analysis, trend identification and sound judgment, rooted in a deep understanding of the business. This capability, when refined, enables efficient resource allocation, optimizes production planning and mitigates financial risk.
Level 1: Emerging
At a foundational level you are able to follow set processes to collect and record demand data for your team or area. You contribute to basic forecasting activities by sharing accurate information and noticing simple trends as directed. Your attention to detail helps others plan resources and avoid shortages in day-to-day operations.
Level 2: Proficient
At a developing level you are starting to use data and basic trends to estimate demand within your area of operations. You seek guidance when analyzing information and may miss early signs of changing demand, but you are learning how your forecasts affect scheduling and resources. Your efforts support smoother day-to-day planning and reduce last-minute issues.
Level 3: Advanced
At a proficient level you are able to confidently analyze sales data and market trends to produce reliable forecasts for demand within your area of operations. You use these insights to inform scheduling, inventory management and resource allocation. Your approach helps your team minimize shortages, reduce excess stock and support smooth, cost-effective operations.
Cost Efficiency Management
Cost Efficiency Management is mastery in optimizing operational activities, reducing expenditure without compromising output quality. Central to operations, it necessitates skills to discern cost-effective strategies and implement efficient procedures. Successful application promotes financial sustainability, enhancing overall organizational performance.
Level 1: Emerging
At a foundational level you are attentive to basic cost considerations in your day-to-day tasks, following established guidelines to avoid unnecessary spending. You support your team by using resources sensibly and suggesting practical ways to save time or money. Your careful approach helps maintain operational efficiency without affecting work quality.
Level 2: Proficient
At a developing level you are identifying basic opportunities to save costs during your daily operational tasks, while keeping work outputs steady. You follow established processes and point out simple efficiencies when you see them. Your actions help your team manage expenses more carefully without affecting the quality of service.
Level 3: Advanced
At a proficient level you are able to identify areas where costs can be reduced within operational processes while keeping standards high. You analyze data to guide your decisions and apply proven cost-saving methods across your area of responsibility. Your work improves financial results and supports the long-term success of your team and organization.
Continuous Improvement
Continuous Improvement is the unending commitment to refine and optimize operational processes. Actively employed in operations, it involves staying sharp to new technologies, practices, and learning opportunities. It impacts overall efficiency, yielding substantial cost savings and boosting customer satisfaction through superior service delivery.
Level 1: Emerging
At a foundational level you are open to learning about improvements in daily operational tasks and support others in following established processes. You notice when things could work better and willingly share these observations with your team or supervisor. This helps create small changes that, over time, support better efficiency and more reliable service.
Level 2: Proficient
At a developing level you are starting to suggest practical ideas for improving day-to-day processes in your area of operations. You apply new methods or tools when prompted, and look for small ways to make tasks more efficient or reliable. Your efforts help the team work smarter and provide better service to customers.
Level 3: Advanced
At a proficient level you are actively identifying areas in operations where processes can be improved, and implementing practical solutions that deliver measurable results. You apply new techniques and technologies to streamline workflows and remove inefficiencies. Your improvements lead to better service delivery, cost savings, and a positive impact on team performance.
