Operational Maturity Killingworth
What is OML?
Operational Maturity Level (OML) is a measure of critical business processes compared to whoever is the best at it in the world. OML metrics can be developed for any area and activity in the business. There are common measurements but most often they are developed specifically to gauge progress for a critical business process or goal.
The power is in the simplicity
Take a business practice that exists in every business. A new potential customer calls into the main line of your business and might want to do business with your firm. The process your business follows will be different from every other business. Is your process better or worse than the very best?
Some businesses do this process well, others not so well. Those that do it well are high OML and those who don’t are at the low range of OML. Simple right?
So what are the actual metrics?
The choice of what to measure really depends on the business plan of the business itself. Here is an example:
Let’s say you’re a hotel manager. If you noticed that your guests are often waiting in line, your business plan might be to reduce the waiting time. You also might have a whole lot of options to solve the problem such as use more desk agents, get faster computers, pre-check your most valuable customers or maybe find employees that work faster. So you look for OML metrics such as guests per agent per hour or average check-in time.
But your business plan actually calls out for the building to be remodeled due to gentrification and the remodel is going to place the hotel at the high-end of the market.
Knowing this, some of those options to reduce the waiting line no longer make sense. You don’t want your staff rushing to get to the next customer in line. You might want to know more about an average time a customer spends in the lobby or number of requests made by the guest.
So the metric chosen is generally directly related to the plan of the business. When we look for OML metrics for a customer we are looking at what they are doing today, what the best in the industry are doing and where they stand in comparison. We want to look even further than what the best are doing today to look at where they are aiming and set that level as the goal and then develop a metric around that.
It’s common to see five different levels of OML with the company placed at a particular point in the range. So in our new customer call example, one company might have someone casually pick up the phone, act annoyed, and transfer the call to someone else without so much as an introduction for you. Another company has a well-prepared and rehearsed person pick up the phone, collect and record the critical data, answer the questions, follow up with the prospect and to close the sale. In addition, this company has added the new customer’s critical data into its knowledge base and targeted its next marketing push with this additional information.
Which one you are probably depends on which process we talk about. If we took a look at a range of OML metrics then we would get a reasonable sense of where your company is generally and what should be improved.
Our IT OML Metrics
We can take you through a whole lot of OML metrics for IT and some of those are important to your business and some, maybe not so much. Ultimately, it is about those metrics that are important to the customer and achievement of their business goals.
Our vCIO, or virtual chief information officer, consultant will assist in the improvement of your Operational Maturity Level.