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Some of the Critical to Success Factors Needed for the Implementation of Command Center Designed to Leverage  Analytics Programs to Drive Productivty, Efficiency, Revenue and Profitability

Moving Work and Resources Around – Short-Term Corrective Actions for Events and Incidents

  • Process for executing corrective actions:

    • Drivers: Performance not meeting goals, minor outages, staffing shortage, environmental interruption and system availability

      • When the Command Center, in the course of normal Business Activity Monitoring determines that resources need to be reallocated in order to resolve events, the Command Center directs the required change to the affected units.

      • The leadership of the affected units will be accountable to execute the order. If the leadership of the affected units fails to do so, the Command Center will address this with the leadership and escalate to the next level above the leadership of the affected units if considers necessary.

      • The Command Center will document the event for tracking and trending, and will follow up until the events have been resolved.

Moving Work and Resources Around – Short-Term Corrective Actions for Events and Incidents

  • Process for executing corrective actions:

  • Moving Resources Around – Long-Term Staffing Reallocations

    • Process for executing staffing reallocation:

      • Drivers - Staffing reallocation drivers - Performance trends, temporary and consistent staffing reallocation

        • When the Command Center, after monitoring a staffing allocation problem for a minimum of one month, determines that staff should be permanently reallocated to ensure acceptable levels of performance, they will follow a process that brings this directive to the WOR (Weekly Operating Review) meeting for review/approval by the Operations Leadership.

        • The Command Center staff will determine if this incident is part of a larger trend (temporary/seasonal versus permanent staffing increase) and create a proposal to be reviewed by the Operations Leadership.

        • The Operations Leadership of the affected units will be accountable to execute the solution. If the leadership of the affected units fails to do so, the Command Center will address this with the Operations Leadership and escalate to the next level above the leadership of the affected units if considers necessary.

        • The Command Center will document the event and associated reallocation, and will follow up to ensure resolution.

 

Changes in Protocol, Practices and Guidelines- Compliance for Example

  • Process for executing staffing reallocation:

    • Drivers - Schedule optimization, skill training/cross training, incident management protocol development/refining, policies and exceptions

      • When the Command Center, in the course of normal Business Activity Monitoring, determines that changes are necessary to a policy or procedure, the Command Center will direct the required change to the Leadership of the affected units. They will follow a process that brings this directive to the Weekly Operating Review (WOR) meetings for review/approval by the Operations Leadership.

      • The Leadership of the affected units will be accountable to execute the solution. If the leadership of the affected units fails to do so, the Command Center will address this with the Leadership and escalate to the Senior Leadership of the affected units

      •  The Command Center will document the changes for tracking and trending, and will follow up until to ensure compliance

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