SmartSuite for the Chief Operating Officer

Operations. Tracks operational KPIs, processes and improvement initiatives across functions in one view.

Risk and issues. Monitors operational risks, KRIs and remediation effectiveness with linked issues.

Operational resilience. Shows resilience readiness and crisis status for the services operations depends on.

Reporting. Produces executive operational dashboards from source records.

What does a Chief Operating Officer own in the operating model?

The Chief Operating Officer runs the operating model: the processes, services and operational KPIs across functions, the operations, shared services and functional operations leaders, operational risk, resilience and its remediation, process improvement and operational investment, and the sponsorship of enterprise service and program delivery. They report operational performance to the CEO and board. In SmartSuite the COO's view draws on Strategy & OKR Management, Enterprise Risk Management (ERM) and Operational Resilience.

How does SmartSuite help a Chief Operating Officer track operational KPIs?

SmartSuite tracks operational KPIs, processes and improvement initiatives across functions in one view in Strategy & OKR Management, so the COO sees performance across shared services, supply chain, facilities and procurement from the same place rather than from each director's own report. Improvement initiatives are tracked beside the KPIs they are meant to move, which shows whether operational investment is producing the change intended.

How does the COO monitor operational risk and remediation?

Operational risks, key risk indicators and remediation effectiveness are monitored in Enterprise Risk Management (ERM) with the issues linked to each risk, so the COO can see whether remediation of an operational risk is actually reducing it. The Operational Risk Manager maintains the register and the Chief Risk Officer owns the framework; the COO reads the operational slice and holds the functional leaders accountable for their actions.

How does the COO see resilience readiness for the services operations depends on?

Operational Resilience shows resilience readiness and crisis status for the services operations depend on, so the COO can see which important services have current plans, which have been tested and whether a crisis is in progress. The Head of Operational Resilience, who reports to the COO, maintains those records, and the Service Desk & Request Portal gives a view of the service requests and disruptions operations handles day to day.

How does the Chief Operating Officer report to the CEO and board?

SmartSuite produces executive operational dashboards from source records, so the COO reports operational performance to the Chief Executive Officer and board from the same data the operations leaders work in. Portfolio Management holds the programs the COO sponsors, so delivery status appears beside KPIs, risk and resilience, and the Chief Financial Officer and Chief Information Officer see the parts of that picture that touch cost and technology.

How quickly can an operations leadership team get started?

New customers can start with SmartSuite Onboarding, a guided four-week program around one or two priority workflows. For the COO the first is the operating scorecard: load the operational KPIs by function, the improvement initiatives under way and the operational risks with their owners, and the dashboards read from them as the directors update their records. The COO's direct reports, from the Head of PMO to the Procurement Director, each operate their own area, and the view widens as more operational work moves into the system.