Satisfying Stakeholder Needs When Developing an Operations Management System
There are many challenges to overcome when developing a comprehensive Operations Management System (OMS), not the least of which is to understand and satisfy the needs of a diverse range of stakeholders. In the case study presented in this session, the stakeholders comprised the corporate head office, major operating divisions of the company, technical groups and the employees of the company, each having their own ideas about the best ways of doing things. The case is complicated by the different regulatory regimes in which the operating divisions were located.
The session will describe how the needs of the stakeholders were successfully satisfied through a combination of consultation, compromise and the use of a conceptual model that the International Organization for Standardization (ISO) unwittingly provided in its Annex SL standards template. The resultant OMS provided a flexible risk management process and clarity of roles and responsibilities which are readily audited.