Module 1 · Chapters 1–2 · Free preview
The Operations Manager Mandate
Define the unit leader’s mandate — outcomes owned, decisions held, escalations promised — and the first-100-days discipline that protects it.
Key frames
- The four arenas of attention: Run, Improve, Change, Grow — and why Run eats the calendar unless you decide otherwise.
- The mandate one-pager: outcomes, decision rights, escalation promises — agreed upward, published downward.
- Firefighting is a promotion criterion and a management failure: the super-operator trap at unit level.
- Baselines before changes: the 30-day observation discipline and what to write down.
Apply it to your operation
Work these in your participant workbook — they become pages of your action plan.
- My three owned outcomes (with measures)
- Decisions I hold / decisions I escalate
- My escalation promise to my team (what, how fast)
- Last week’s arena split: Run ___% Improve ___% Change ___% Grow ___%
- The one calendar change I will make Monday
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