Business continuity planning.

Four practical steps Workforce Management solutions to help operations managers enhance business continuity plans and retain control during a business disruption.


Scenario planning

Undertaking business continuity planning is complex. You have to model the effect of changes in business volumes and the availability of staff.

You may think that some business volumes will rise and others fall, but what will the overall effect be on your ability to meet demand? You plan interventions, but feel that these are educated guesses.

Using ControliQ Planning Insights ops managers can model multiple scenarios, test responses and set triggers for further actions including:

  • Reducing diverted work time to focus on core activities.
  • Reacting to changing SLAs.
  • Increasing time worked (overtime, flexitime, temporary staff etc.).
  • Stop or reducing non-business critical tasks.
  • Load balancing between teams by loaning team members.

Whilst we can't predict the future, we do bring science in planning how you will react to the scenarios you envisage.

Protect critical business processes

Business continuity plans are often prepared at a departmental or functional level, but operations and processes will normally span multiple departments and locations.

As part of your continuity planning, you may identify the need to switch resources from less critical processes to your most critical. It’s easy to say, but hard to make happen.

With ControliQ Planning Insights, ops managers can plan in the necessary actions including cross-training for team members, programming of digital workers and where necessary, increased levels of control, support and supervision.

We help you find the time to do the preparation you need and track your progress.

Retain control in continuity

Even the best laid plans can be left wanting when they meet the reality of an unexpected event. More staff could be off sick or demand for a product may have accelerated.

Using pre-planned scenario models, real-time ‘what if’ analysis and Active Operations Management (AOM) buzz and planning meetings, operations will be prepared to adapt quickly to changing circumstances.

If the unexpected does happen, stay in control with ControliQ. Run ‘what if’ analysis and refine and execute scenario plans in real-time.

Crucially, ControliQ enables you to see where you are against your plan in real-time allowing you to take action faster in response to events.

Support home working

If travel restrictions bite or offices close, ControliQ Data Insight and WorkiQ enable ops managers to manage team members work at home as if they were in the office.

Core tasks, diverted time, and productivity information, are available in real-time. Ops managers can refine the balance between work and non-work activities.

The AOM method of defined communication meetings ensures that team managers stay in touch with their team members and that the whole team works together to achieve its goals.

Wherever teams are dispersed, ops managers can view the performance of their operations in real-time enabling decisions and interventions to be made quickly.



“Richard 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.”

Richard Jeffery, CEO, ActiveOps