Operations Management

You are training to be a Civil Engineering Operations Management Specialist — the backbone of the CE squadron's administrative and work management systems. Every work order, every facility record, every maintenance tracking action that flows through the CE squadron moves through systems you will learn to operate.

Complete 3E6X1 initial skills training. Learn the operations management fundamentals of a Civil Engineering squadron — the Integrated Workload and Information Management System (IWIMS) or ACES PM work order management system, the customer service process for receiving and prioritizing work requests, and the administrative procedures that keep a CE squadron running. Study facility management principles, CE resource management, and the reporting requirements that the squadron must meet. Learn the customer service skills needed to interface with base tenants on facility and maintenance issues.

• 01Work order management system (IWIMS/ACES PM) operation, customer service process, CE squadron administrative procedures, facility management basics, CE resource management fundamentals, work request intake and prioritization

• —AFI 32-1001 (Operations Management), unit CE operations section instructions, AFCEC IWIMS/ACES PM user publications

• —Pass 3E6X1 initial training; work order management system procedures demonstrated; customer service procedures demonstrated; CE administrative procedures understood; initial certifications completed

• —Processing a work request without capturing all required information — incomplete work requests result in technicians dispatched without the information needed to complete the job, wasting time and customer confidence.

An apprentice who learns the work priority system well enough to accurately classify emergency, urgent, and routine work requests — ensuring that life-safety and mission-critical work is elevated appropriately rather than queuing behind lower-priority requests.

You are a qualified Operations Management Specialist running the work management and customer service functions that enable the CE squadron to execute its maintenance and repair mission.

Operate the work order management system as the primary interface between base tenants and the CE squadron maintenance shops. Process work requests, assign priorities, route work orders to the appropriate shops, and track work order completion. Manage the customer service desk — answering facility questions, escalating emergency situations, and communicating work status to customers. Produce work order management reports for the CE squadron leadership. Maintain the preventive maintenance schedule in the work management system. Develop qualifications in all aspects of CE operations management.

• 01Work order system proficiency, customer service desk operation, work priority management, work order routing, PM schedule maintenance, CE leadership reporting, work order status tracking

• —AFI 32-1001, unit CE operations section instructions, AFCEC work order management publications

• —Work requests processed accurately; priorities assigned correctly; work orders routed without delay; customer queries answered professionally; PM schedule maintained; management reports accurate; all work order documentation complete

• —Misclassifying the priority of a work request — calling an emergency an urgent or a safety issue a routine work request creates delays in responding to situations that may be life-safety concerns.

A SrA who maintains a running awareness of the shop workload status — knowing which shops are current, which are backed up, and when a high-priority work order is stuck waiting for parts, so that situations can be escalated before they become complaints.

You are a senior Operations Management Specialist developing the expertise to run the CE squadron's operations center and train the workforce that manages work orders.

Perform advanced operations management functions and develop toward the operations section NCOIC role. Train junior specialists on work order management, customer service, and CE administrative procedures. Develop expertise in CE resource management — tracking budget execution, managing labor hour reporting, and producing the reports that CE leadership uses to manage resources. Support the Customer Service Report (CSR) and other management reporting that the CE squadron submits to higher headquarters. Develop quality assurance procedures for the work order management program.

• 01CE resource management, work order quality assurance, management reporting, junior specialist training, budget execution tracking, labor hour reporting, Customer Service Report management

• —AFI 32-1001, applicable AFCEC operations management publications, unit CE operations section instructions, applicable OMB and DoD budget execution reporting requirements

• —Resource management reports accurate; work order quality assurance procedures maintained; junior specialists trained; Customer Service Report data current; budget execution tracked; labor hours reported; team lead qualifications developed

• —Submitting management reports with data that hasn't been verified against the work order system — inaccurate CE management reports affect higher headquarters decisions about CE resource allocation and manpower.

An SSgt who develops data quality checks for the work order management system — running regular queries to identify work orders that have been open too long, incorrectly prioritized, or incorrectly closed, and correcting them before they affect management reports.

You are the Operations Management NCOIC, responsible for the CE squadron's work order management program, customer service operations, and CE resource management reporting.

Serve as the CE operations section NCOIC. Own the work order management program, customer service operations, CE resource management reporting, and operations section administrative functions. Brief the Civil Engineering Squadron commander and operations officer on work order statistics, backlog trends, and customer service performance. Interface with AFCEC on CE management reporting requirements. Develop and maintain quality assurance procedures for the work order management program. Lead the operations section through Inspector General inspections of CE administrative programs.

• 01Work order management program ownership, CE resource management reporting, AFCEC reporting interface, quality assurance procedures, IG inspection leadership, CE customer service program management, operations section administrative functions

• —AFI 32-1001, applicable AFCEC operations management and reporting publications, unit CE operations section instructions

• —Work order management program meeting AFCEC standards; resource management reports accurate; AFCEC reporting current; quality assurance procedures effective; IG inspection preparation complete; customer service performance meeting standards

• —Allowing the work order backlog to grow without producing an analysis that explains WHY the backlog is growing — a growing backlog may reflect workforce shortages, increased demand, or parts availability issues, and the corrective action is different for each cause.

A TSgt who provides the CE commander with a weekly operations dashboard — showing work order volume by priority, backlog trend, customer service response times, and any specific shops or facility systems generating disproportionate demand.

You are the senior Operations Management NCO, advising commanders on CE work management program health and operational efficiency.

Serve as the Civil Engineering Squadron Operations Management superintendent. Advise the squadron commander on work order management program health, customer service performance, and CE resource management reporting. Interface with AFCEC on CE management policy. Manage complex personnel actions. Contribute to Air Force CE operations management policy. As 1stSgt, own the welfare and discipline of the operations management section formation.

• 01Squadron operations management oversight, AFCEC CE management policy engagement, CE operational efficiency advisory, work order management program health reporting, complex personnel management, senior enlisted advisory

• —AFI 32-1001, AFCEC operations management publications, applicable DoD and AF management reporting requirements

• —CE operations management program meeting Air Force standards; AFCEC relationships productive; CE operational efficiency accurately assessed; personnel actions appropriate

• —Not proactively identifying CE management reporting compliance issues before they surface in AFCEC or IG reviews — commanders who learn about reporting deficiencies from external reviews rather than from their NCOs are justifiably frustrated.

An MSgt who conducts regular CE operations management self-assessments — reviewing work order management metrics, customer service performance, and management reporting currency against Air Force standards and briefing the results to the squadron commander.

You are the most senior Operations Management enlisted leader, shaping CE work management policy and operational efficiency standards across the Air Force.

Serve as the AFCEC or Air Staff Operations Management career field functional manager or senior enlisted advisor. Shape training standards and the pipeline producing CE operations management specialists. Advise four-star commanders and Air Staff leadership on CE operations management program health, work order management system modernization, and the workforce requirements for maintaining CE squadron administrative effectiveness. Interface with Air Staff A4 and AFCEC on CE management policy. Contribute to Air Force CE operations doctrine.

• 01Career field functional management, AFCEC and Air Staff A4 engagement, CE work management system modernization advisory, CE operations management policy, CE operations doctrine, four-star advisory, pipeline oversight

• —AFI 32-1001, AFCEC operations management publications, Air Staff A4 CE management publications, applicable DoD management reporting requirements

• —Career field producing qualified CE operations management specialists; Air Force CE work order management program meeting standards; work management system modernization advocacy effective; CE operations doctrine current; four-star advisory accurate

• —Allowing the Air Force CE work management system to remain on legacy software while commercial facility management platforms offer significantly better capability — the CE squadron that manages maintenance with 1990s-era work order systems is less efficient than it should be.

A CMSgt who has assessed modern commercial facility management platforms against Air Force CE requirements and presented a work management system modernization recommendation to Air Staff — connecting system capability to CE workforce efficiency and mission effectiveness.