Full Deck Included Developed Travis Barker, MPA GCPM Innovate Vancouver Consulting@innovatevancouver.org

1. Operations Planning Innovation
Innovate Vancouver (2018)
Innovate Vancouver (2018)

2. Contents
• What is an Operations Plan
• Benefits of an Operations Planning Approach
• Why Operations Planning is Important: Exploring
User Personas as Customers
• Operations Plan Elements
• Operations Plan Strategies Template
• Types of Innovation
Innovate Vancouver (2018)

3. Exercises
• Exercise #1: Aligning Priorities
• Exercise #2: Strategic vs. Operations Plans
• Exercise #3: Project Management Methodology
• Exercise #4: Operations Plan Template
• Exercise #5: Leveraging Innovation
Innovate Vancouver (2018)

4. “An Operations Plan is a detailed
document that explains how a
department will contribute to
achieving the organization’s strategic
goals.”
Innovate Vancouver (2018)
Innovate Vancouver (2018)

5. BENEFITS OF AN OPERATIONS
PLANNING APPROACH
Operations Planning Innovation
Innovate Vancouver (2018)

6. “Operations Planning Involves a
Standardized Process and Tools for
Supporting Teams to Reach a Shared
Vision.”
Innovate Vancouver (2018)
Innovate Vancouver (2018)

7. “Using a Standardized Approach
Your Team will be able to Complete
More but with Less Effort.”
Innovate Vancouver (2018)
Innovate Vancouver (2018)

8. “Clarity of intent & purpose
improves our ability to create shared
value and leverage every single
opportunity to achieve greatness”
Innovate Vancouver (2018)
Innovate Vancouver (2018)

9. WHAT IS AN OPERATIONS PLAN?
Why operations planning is important
Innovate Vancouver (2018)

10. What is an Operations Plan?
Strategic planning establishes the vision for the
company but operations planning is responsible for
ensuring that the goals are achieved.
Each team (or department, etc.) is responsible for
establishing what activities and strategies are needed to
achieve the goals within their respective areas.
Operations planning takes the goals established in the
strategic plan and takes it to the next level; where the
customers are served.
Innovate Vancouver (2018)

11. EXPLORING USER PERSONAS
Why operations planning is important
Innovate Vancouver (2018)

12. “Persona’s help to differentiate one
customer group from another,
discern their needs, and establish
how our company can provide the
best service”
Innovate Vancouver (2018)
Innovate Vancouver (2018)

13. Person #1: Healthcare
Customers
Want’s to know?
• What services your company provides?
• How to contact your company?
• How to participate in the design of my service?
• Is your service ‘right for me?”
• Is your company the best for solving my
‘problem?’
• How do I know that my voice will be heard?
• How will I know that quality will be maintained?
• How does this company’s offerings &
performance compare against other companies
in the area?
Innovate Vancouver (2018)

14. Person #2: Colleagues
Want’s to know?
• What type of work will we be
emphasizing?
• What training will I need to maintain
optimal performance?
• How is performance & service outcomes
evaluated?
• How will my workload be structured?
• How will my workload be supported by
the company?
• What is the ‘vision’ for my work?
• What values help describe how my work
is to be carried out?
• How are roadblocks addressed?
Innovate Vancouver (2018)

15. Person #3: Government
Want’s to know?
• Is your company qualified to provide this
service?
• Is the company’s employees sufficiently
trained (and licensed) to deliver these
services?
• Are regulatory requirements and
considerations complied with?
• Is funding allocated ethically?
• Are evidence based practiced emphasized in
how the business is managed?
• Is quality maintained? How are key
performance indicators (KPI’s) monitored and
evaluated?
• How are conflicts addressed?
Innovate Vancouver (2018)

16. Person #4: Funders
Want’s to know?
• How is funding managed? Allocated?
• How is the performance of each funding
area evaluated?
• What key performance indicators (KPI’s)
are used?
• How is lagging performance addressed
and improved?
• Who are the primary contacts in this
company? What is their role?
Responsibility?
• What is the company’s governance
structure? How does it function?
• What ‘need’ is being addressed by this
company’ services/ products?
Innovate Vancouver (2018)

17. Person #5: Accreditors
Want’s to know?
• Is the company accredited?
• Following evidence based practices for its
industry?
• Implementing a quality management
system?
• Able to resolve issues/ roadblocks
effectively?
• Able to allocate resources sustainably?
• What is the company’s business model?
• How is value created?
Innovate Vancouver (2018)

18. Person #6: Operations
Want’s to know?
• Are our resources & assets allocated to our
customer’s priorities?
• Is our current ‘allocation’ sustainable or are more
resources going to be required in the near future?
• Who owns each ‘value’ stream? Or department’s
performance?
• How is performance evaluated?
• What leading indicators are available to identify
there may be a problem?
What lagging indicators may tell us a problem is
already occurring?
• What key performance indicators are being used?
How are performance deviations corrected?
Innovate Vancouver (2018)

19. EXERCISE TIME
Innovation Essentials
Innovate Vancouver (2018)

20. Exercise: Aligning
Priorities
Reviewing the Organization’s
Strategic Plan:
– Who are your stakeholders?
– What user persona’s are the
most relevant to the operations
plan?
– To your department?
– What are their priorities?
– Your department’s priorities?
– Why might they be different?
– How do you balance these
differences?
Innovate Vancouver (2018)
User
Persona’s
Operations
Customers
Government
Accreditation
Funders
Colleagues

21. DEVELOPING YOUR OPERATIONS PLAN
USING THE PMBOK PROCESS GROUPS
Project Management Essentials
Innovate Vancouver (2018)

22. PMBOK Five Process Groups
Initiation Planning Execution
Monitoring
&
Controlling,
Closing
Innovate Vancouver (2018)

23. OPERATIONS PLAN ELEMENTS
Project Management Essentials
Innovate Vancouver (2018)

24. Operations Plan Elements
Strategic Plan Operations Plan
Mission, Vision Objectives
SWOT Activities/ Strategies
Goals Measurement
KPI’s Resources
Schedule
Reporting & Tracking
Innovate Vancouver (2018)

25. Strategic vs. Operations Plan
Organizational
Governance
Strategic Plan
Operational
Governance
Operations
Plan
Customer
Innovate Vancouver (2018)

26. EXERCISE TIME
Innovation Essentials
Innovate Vancouver (2018)

27. Exercise: Strategic Vs.
Operations Plans
Reviewing the Organization’s
Strategic Plan:
– How are they different?
– How are they aligned?
– How might one expand on the
other?
– Where might Innovation ‘enter
the equation’?
Innovate Vancouver (2018)
Strategic
Plan
Operations
Plan

28. EXERCISE TIME
Innovation Essentials
Innovate Vancouver (2018)

29. Exercise: Project Management
Methodology
Reviewing the Organization’s
Strategic Plan:
– How can the project
management ‘process groups’
help your department develop,
implement, and evaluate your
operations plan?
Innovate Vancouver (2018)
Initiation Planning
Execution
Monitoring &
Controlling
Closeout

30. OPERATIONS PLAN STRATEGIES
TEMPLATE
Delivering Stakeholder Value
Innovate Vancouver (2018)

31. Operations Plan Strategy Template
Innovate Vancouver (2018)
• How?• How?
• Why?• What?
Domain Goals
Strategic
Initiatives
Activities

32. Domains
What domain or strategic area of the
company’s ‘strategic plan’ is supported by
this section?
If a definition for the domain is warranted
please include it in the meeting agenda – or
– planning template (as space allows).
If there is a relevant history about this
domain that should be shared (in order to
support a better understanding of the
domain) please include as an item to be
discussed at the next meeting.
Discuss risks & constraints mentioned in
the strategic plan.
Innovate Vancouver (2018)

33. Strategic Initiative
S.M.A.R.T. Metrics
Specific
Measurable
Actionable
Realistic, &
Timely
What program initiative is being reinforced/
launched in order to help the department
achieve the company’s strategic goal(s)?
• Is this new? Or building upon an existing
foundation? Is ‘approval’ needed?
• What is needed to build stakeholder
engagement?
Innovate Vancouver (2018)

34. Goals
S.M.A.R.T. Goals
Specific
Measurable
Actionable
Realistic, &
Timely
Goals need to be either qualitative or quantitative.
They need to be measurable.
• How will you know if the goal has been
achieved?
• What is its anticipated impact?
• How will this be measured?
Innovate Vancouver (2018)

35. Activities
S.M.A.R.T. Metrics
Specific
Measurable
Actionable
Realistic, &
Timely
• Who is responsible?
• What is the schedule?
• What resources are available?
• What tools are needed?
Innovate Vancouver (2018)

36. EXERCISE TIME
Innovation Essentials
Innovate Vancouver (2018)

37. Exercise: Operations Plan Template
Reviewing the Organization’s Strategic
Plan:
• What domains are included in the
strategic plan?
• Which ones are being emphasized
in your department’s operation’s
plan?
• What are the goals?
• What strategic initiatives can you
department leverage to reach
these goals?
• What activities will support these
initiatives?
• Who is the owner for each
initiative? Each activity? How is
performance evaluated?
Innovate Vancouver (2018)
Domain(s)
Goal(s)
Strategic
Initiative(s)
Activities..

38. TYPES OF INNOVATION
Innovation Essentials
Innovate Vancouver (2018)

39. Types of Innovation
Innovate Vancouver (2018)
Configuration
OfferingExperience
Source:
Keeley, L., Pikkel, R., Quinn,
B., & Walters, H. (2013). Ten
types of innovation: The
discipline of building
breakthroughs. Hoboken, NJ:
John Wiley & Sons.

40. EXERCISE TIME
Innovation Essentials
Innovate Vancouver (2018)

41. Exercise: Leveraging
Innovation
Reviewing the Organization’s
Strategic Plan:
– How are they different?
– How are they aligned?
– How might one expand on the
other?
– Where might Innovation ‘enter
the equation’?
Innovate Vancouver (2018)
Ten Types
of
Innovation
Profit
Model
Network
Structure
ProcessProduct
Performance
Product
System
Service
Source:
Keeley, L., Pikkel, R., Quinn, B., & Walters, H. (2013). Ten types
of innovation: The discipline of building breakthroughs.
Hoboken, NJ: John Wiley & Sons.

42. Questions?
Innovate Vancouver (2018)