Richard Jeffery is the joint founder and managing director of Active Operations Management International (AOMi) and an expert in service operations management. Richard started his career with PA Consulting Group, before moving to Coopers and Lybrand and specializing in organization, change management and operational effectiveness. He joined specialist consultants OCP as a partner in 1993, where he began the process of developing the framework and toolkit that today is Active Operations Management (AOM), the innovative approach to operations management that focuses front-line managers and their staff on achieving quality and service levels at the optimum cost. He launched AOMi with fellow OCP partner, Neil Bentley, in 2005. Today, AOMi has global operations in six international regions and is considered a world leader in the improvement of performance in service operations. AOM has been adopted in over 35 countries around the world and over 40,000 employees are actively managed by the approach.