Meet the authors.

The playbook for service operations in the agile age.

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Active Operations Management.

Practiced by tens of thousands of people across more than 40 countries, Active Operations Management (AOM) is one of the most successful methods for managing performance in service operations. Now the people who developed the method tell you exactly how you can do it for yourself.

Active Operations Management is the playbook for service operations in the agile age. Written by Neil Bentley and Richard Jeffery, this practical guide for managers in Service Operations helps them to improve the performance of their operation by using the Active Operations Management (AOM) method, developed by the authors.

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Neil Bentley, Co-founder and CKO at ActiveOps

Neil Bentley has been helping organizations to improve their front-line operating performance since the late 1980s. Originally qualified in Psychology, he started work at Lucas Industries in the 1980s, gaining experience in manufacturing production management and learning about Systems Engineering and the Toyota Production System. Neil went on to work at PA Consulting Group focusing on culture and organizational change in financial services and the public sector.

Richard Jeffery qualified in Systems and Management at City University London, researching and applying technology support for decision-making processes based around John Warfield and Peter Checkland s system-thinking theories. Working at PA Consulting Group and Coopers and Lybrand, he specialized in organizational change management and operational effectiveness in financial services.

Together they began developing the Active Operations Management (AOM) method and the Workware software as partners at the boutique consultancy OCP. They launched ActiveOps as an independent business in 2005.

Since then they have overseen the evolution of the business from a 6-person operation based in Reading, UK to become a global operation with divisions in Australia, India, South Africa and North America. Today Richard leads the business and Neil is a non-executive member of the board.

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Richard Jeffery, Co-founder and Group CEO at ActiveOps

Richard Jeffery is an expert in service operations management. Richard started his career with PA Consulting Group, before moving to Coopers and Lybrand specializing in organizational change management and operational effectiveness. He joined specialist consultants OCP as a partner in 1993, where he began developing the Active Operations Management (AOM) method and Workware. He launched ActiveOps as an independent business in 2005 with fellow OCP partner Neil Bentley.

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