Elements of SOMS

The SOMS framework consists of seven elements derived from practitioner and academic sources.

The customer experience
Foundation
  • Know the major internal and external customer groups and how they interact with the team
Practitioner
  • Exemplify the internal and external customer experience including complaints
Senior Practitioner
  • Understanding of Practitioner level and implement change project addressing at least two areas
Delivery – process design (VS capability including technology and digital services)
Foundation
  • Understand the value stream (VS) and how it delivers value to the customer
  • Understand how technology contributes to the VS
Practitioner
  • Specify your own and alternative value streams using mapping techniques
  • Detailed understanding of the capabilities including technology
Senior Practitioner
  • Understanding of Practitioner level and implement change project addressing at least two areas
Process context - Organisational Structure and infrastructure
Foundation
  • Understand how the value stream sits in the larger organisation
  • Identify lines of responsibility
  • Knowledge of infrastructure and support systems
Practitioner
  • Understand how the organisational structure enhances and inhibits the VS
  • Understand span of control for improvement activities and change
  • Identify infrastructure limitation and strengths
Senior Practitioner
  • Understanding of Practitioner level and implement change project addressing at least two areas
People capability
Foundation
  • Understand the competencies required to deliver value to the customer
  • Understand the incentives to support desired competencies
Practitioner
  • Identify any competency gaps
  • Develop systems to support competency including incentives
  • Identify any regular refresher training required by the team
Senior Practitioner
  • Understanding of Practitioner level and implement change project addressing at least two areas
Demand and capacity management
Foundation
  • Know the demand profile and capacity for the team
Practitioner
  • Understand the causes of demand and variability and how the team respond to this
Senior Practitioner
  • Understanding of Practitioner level and implement change project addressing at least two areas
Performance management & Improvement
Foundation
  • Understand the KPIs on the team
  • Know how these are used to inform improvement practices
Practitioner
  • Develop current and new KPIs for the team
  • Know how to implement improvement activities
Senior Practitioner
  • Understanding of Practitioner level and implement change project addressing at least two areas
Strategy, governance and leadership
Foundation
  • Understand what strategy means to the team and individuals’ role in it
  • Understand the impact of governance, standards and regulation on processes
Practitioner
  • Understanding the overall business strategy, how it is developed and the teams role in it
  • Explore issues of non-compliance or excessive risk aversion
Senior Practitioner
  • Understanding of Practitioner level and implement change project addressing at least two areas

© Loughborough University 2016. All rights reserved. Please do not copy, distribute or replicate this material without permission. For permission, please contact Nicola Bateman on bsnab@lboro.ac.uk

Academic sources

  • Consultation with academics Centre for Service Management School of business and economics Loughborough University.
  • Johnston, Robert, and Graham Clark. Service operations management: improving service delivery. Pearson Education, 2005.
  • Radnor, Z. J., Bateman, N., Esain, A., Kumar, M., Williams, S. J., & Upton, D. M. (Eds.). (2015). Public Service Operations Management: A Research Handbook. Routledge.
  • Arnold, J and Randall, R (ed) (2010) Work psychology: Understanding human behaviour in the workplace, Pearson, ISBN: 978-0273-71121-6.

Practitioner sources

  • OEE the future of service conference SOMS framework presented to delegates who included: USS, Equitable Life, Allied Healthcare, Innocent Drinks, HSBC, SSOCM Ltd, OM Wealth, Imperial College
  • Members of Centre for Service Management advisory board: www.lboro.ac.uk/departments/sbe/csm/