Active Operations Management: The Playbook for Service Operations in the Agile Age

Practiced by tens of thousands of people across more than 40 countries, Active Operations Management (AOM) is one of the most successful methods for managing performance in service operations. Now the people who developed the method tell you exactly how you can do it for yourself.

Neil Bentley has been helping organizations to improve their front-line operating performance since the late 1980s. Originally qualified in Psychology, he started work at Lucas Industries in the 1980s, gaining experien