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As an operations manager you are almost certainly under pressure to deliver a better and faster service at a reduced cost. The reason for this is simple: in todays "Me too" marketplace, you are increasingly becoming the company's key source of differentiation and are expected to provide your organisation with a competitive advantage. At the same time you are also managing a dynamic environment which has to cope with fluctuating workloads, staff shortages and ever-increasing demands from the rest of the business.
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