Step 9: Ongoing Operations

The management framework that was discussed and setup will now roll into actual production. Operations management will typically consist of:

• Project performance - this will be done based on the Key Performance Indicators (KPIs) identified during the project setup phase. Our operations group will represent the client and make sure to track project metrics and report these back to the client. The operations group is there to pick up performance problems and take proper action to make sure that client expectations are met.
• Operations support - the overall responsibility of making sure that the project team can perform their duties. A large part of this will be technical support which will be handled by our 24/7/365 technical support team. The operations group will work with the IT department to make sure that your project has the necessary redundancies and fail-safes built in to make sure that production is safe-guarded.
• HR Performance - scheduling, attendance, behavior and attitude, adherence to company and project policy. This will be a collaborative effort between our operations group, our HR department and project staff members. Depending on the size and management structure of the project team, there will be different ways in which these processes are handled.
• Employee relations - our Organizational Development and Employee Relations (OD/ER) department is there to take care of employee training programs, employee satisfaction, and team building activities.

Although your primary point of contact will be an officer of the operations group, you will also have direct access to the heads of all the departments involved in the management of your team.