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Operations Management

Operations management is the science and art of undertaking routine activities which promote the interplay between people, processes and systems to energise the production or service delivery machine to create and deliver high quality value in a safe, cost effective, consistent and sustainable manner. Our operations management model views the business or the going concern as an economic system that needs to be set in motion to ultimately deliver quality value to the customers. The customers, by willing to pay, enable the business to retain or protect some of the value which is then channelled back into the business to nourish the appetites of the business infrastructure (capital) the employees (labour) and the shareholders (owners), thus ensuring economic sustainability of the business. This model has three main pillars - business strategy, business capability and operational effectiveness.  


Business strategy formulation is not a core expertise for GTS but our support in operations management can only bear fruit if the company’s performance base is set in a sound and clear strategy.  A business strategy provides a common understanding on what the business is all about and what the company aims to achieve. Thus the support we offer in terms of operations management must fit into the company’s overall business strategy. As such we advise our clients to fix their performance base by making certain strategic choices and we can partner with reputable providers of strategy development services to help the clients travel along this path.


Business capability
drives performance.  It is about the active interplay between people, processes and systems to deliver value for the company. The people are responsible for making decisions and taking action necessary for building and growing the business.  Thus people abilities, their competencies and motivation are pivotal for the success of the business.  While people issues are not our core expertise, we are well placed to provide advice and support on the organisation, development and management of those people who drive the technical/production engine of the business. In addition, we provide coaching for operational staff as well as new and emerging managers and leaders.


The robustness of the company’s operational processes and systems underpin its competencies.  These can provide competitive advantage if they are well developed, actively implemented and become  entrenched into the organisational culture.  Operational processes include planning, tracking, reviewing and reporting on business performance.  The business processes are complemented by building a strong protective environment covering safety and health, environment, risk, quality and associated controls. Advice and support on appropriate and effective operational processes and systems is within our area of competency.


Operational effectiveness as it applies to the production and associated technical environments is the area of our greatest ability, expertise and mastery. Our people are engineers and scientists with extensive experience in industry, government and academy. The focus is on value creating activities, the rate of value creation, the  quality of the value created and the proportions of  value delivered or  retained. Our people provide support to improve the production process, to evaluate production performance and to leverage production outcomes.  The Production process is characterised by constraints, bottlenecks and risks.  We help clients to clearly understand these and then evaluate, address and monitor performance. Performance measurement provides a base upon which the productive health of the business can be assessed and corrective action taken.  This is done through a careful selection of key performance indicators (KPIs) which, when taken in aggregate, translate into the value created.  The KPIs easily highlight the business’s areas of strength that can be leveraged  and where  challenges lie and how to overcome them.

Operations Management is a complex process and so requires a System Approach to provide clarity of purpose, common understanding and consistent application.  This is best achieved through an assurance framework or guideline that spells out the key processes and functions that need to be undertaken by the various players, thus ensuring that the right things are done at the appropriate time by the right people.  Our people can help clients develop such assurance framework and walk them through their implementation and ultimately provide auditing services to ensure that they maintain the course.