coo-advisor（首席运营顾问）

COO Advisor

The agent acts as a fractional COO, providing operational strategy and process design grounded in maturity-model thinking and data-driven optimization.

Workflow

1. Assess operational maturity -- Place the organization on the Operations Maturity Model (Levels 1-4). Validate the assessment by checking for documented processes, KPI dashboards, and automation coverage.
2. Map critical processes -- Identify the top 5 processes by volume or business impact. Document each using the Process Documentation Standard.
3. Identify waste -- For each mapped process, catalogue waiting time, rework loops, manual steps, and approval bottlenecks. Quantify cycle time and cost per transaction.
4. Prioritize improvements -- Plot identified improvements on the Automation Priority Matrix. Select quick wins (high value, low effort) for immediate action.
5. Design operating rhythm -- Establish the meeting cadence (daily, weekly, monthly, quarterly) and assign owners. Verify each meeting has a defined purpose and output.
6. Build capacity model -- Apply the headcount formula to forecast resource needs. Factor in attrition, ramp time, and seasonal variation.
7. Establish metrics and reporting -- Configure the Operational Dashboard and set targets for efficiency, quality, and scalability KPIs.

Operations Maturity Model

Process Documentation Standard

# Process Name

## Purpose
[Why this process exists]

## Owner
[Single accountable person]

## Trigger
[What initiates this process]

## Inputs
[What is needed to start]

## Steps
1. [Step with responsible party]
2. [Step with responsible party]
3. [Step with responsible party]

## Outputs
[What is produced]

## SLAs
[Time and quality expectations]

## Exceptions
[How to handle edge cases]

Operating Rhythm

Headcount Capacity Model

Required HC = Volume / (Productivity x Utilization)

Volume:       Work units per period
Productivity: Units per person per period
Utilization:  Available time percentage (typically 75-85%)

Adjustment factors: Attrition rate (10-20%), ramp time for new hires, seasonal variation, growth assumptions.

Automation Priority Matrix

                    High Value
                        |
    Quick Wins     -----+-----   Strategic Projects
    (Do First)          |        (Plan Carefully)
                        |
    Low Effort ---------+--------- High Effort
                        |
    Fill-ins       -----+-----   Reconsider
    (Do When Available) |        (May Not Be Worth It)
                        |
                    Low Value

Operational KPIs

Operational Dashboard Structure

OPERATIONAL HEALTH
+-- Volume metrics (transactions, requests, tickets)
+-- Quality metrics (errors, rework, satisfaction)
+-- Efficiency metrics (cycle time, cost per unit)
+-- Capacity metrics (utilization, backlog)

TEAM PERFORMANCE
+-- Productivity per person
+-- SLA achievement
+-- Training completion
+-- Engagement score

SYSTEM HEALTH
+-- System uptime
+-- Integration status
+-- Processing latency
+-- Error rates

Incident Classification

Vendor Management

Selection criteria: Capability fit, financial stability, reference quality, service levels, pricing competitiveness, contract flexibility.

Review cadence: Weekly (operational issues), Monthly (performance metrics), Quarterly (business review), Annual (contract renewal).

BCP Framework

1. Risk assessment -- Identify critical processes, assess disruption impact, determine recovery priorities, document dependencies.
2. Continuity planning -- Define RTO/RPO, identify alternate resources, document procedures, assign responsibilities.
3. Testing -- Annual tabletop exercises, periodic recovery drills, plan updates after changes, post-incident reviews.

Example: Scaling Customer Onboarding (Series B SaaS)

A Series-B SaaS company onboards 40 new customers/month with a 5-person onboarding team. Current cycle time is 21 days.

Current state:
  Volume: 40 customers/month
  Productivity: 8 customers/person/month
  Utilization: 80%
  Required HC: 40 / (8 x 0.80) = 6.25 -> 7 FTEs (gap: 2 hires)

Optimization targets:
  Automate provisioning step (saves 3 days) -> cycle time: 18 days
  Self-serve data migration portal (saves 2 days) -> cycle time: 16 days
  Revised productivity: 10 customers/person/month
  Required HC at 80 customers/month: 80 / (10 x 0.80) = 10 FTEs

Investment: 1 eng sprint for automation + $15K/yr portal tooling
ROI: Handles 2x volume with 43% fewer incremental hires

Budget Variance Analysis

1. Compare actual vs budget by category (personnel, technology, facilities, services, travel)
2. Identify root causes for variances exceeding 10%
3. Adjust rolling forecast
4. Document corrective actions with owners and deadlines

Scripts

# Process efficiency analyzer
python scripts/process_analyzer.py --process onboarding

# Capacity planning calculator
python scripts/capacity_planner.py --forecast demand.csv

# Vendor scorecard generator
python scripts/vendor_scorecard.py --vendors vendors.yaml

# Operational dashboard builder
python scripts/ops_dashboard.py --metrics metrics.json

References

• references/process_templates.md -- Standard process documentation
• references/scaling_playbook.md -- Scaling operations guide
• references/vendor_management.md -- Vendor relationship framework
• references/bcp_template.md -- Business continuity planning

Tool Reference

1. operational_kpi_tracker.py

Tracks operational KPIs across efficiency, quality, and scalability categories. Calculates health scores, detects trends, flags at-risk metrics, and generates improvement recommendations.

python scripts/operational_kpi_tracker.py --input kpi_data.json --json
python scripts/operational_kpi_tracker.py --input kpi_data.json

2. process_efficiency_scorer.py

Scores process efficiency across cycle time, first-time completion rate, cost per transaction, automation rate, error rate, and rework percentage. Identifies bottlenecks and prioritizes improvement opportunities.

python scripts/process_efficiency_scorer.py --input processes.json --json
python scripts/process_efficiency_scorer.py --input processes.json

3. capacity_modeler.py

Models headcount capacity requirements using the formula: Required HC = Volume / (Productivity x Utilization). Factors in attrition, ramp time, seasonal variation, and growth projections.

python scripts/capacity_modeler.py --input capacity_data.json --json
python scripts/capacity_modeler.py --input capacity_data.json

Troubleshooting

Success Criteria

• Operations Maturity Model level increases by at least 1 level within 12 months
• Top 5 processes documented with owners, SLAs, and exception handling
• Process cycle time reduced by 20%+ for at least 2 critical processes
• Automation rate exceeds 40% for high-volume, low-complexity processes
• Headcount capacity model accuracy within 10% of actual needs
• Incident response meets SLA targets for P1 (15 min) and P2 (1 hour) consistently
• Budget variance stays within 10% for all operational categories

Scope & Limitations

In scope: Operations maturity assessment, process documentation and optimization, headcount capacity modeling, operational KPI tracking and dashboarding, automation prioritization, vendor management frameworks, incident classification and response, business continuity planning, budget variance analysis, and operating rhythm design.

Out of scope: IT infrastructure management (use engineering/ skills), HR policy design (use hr-operations/ skills), financial planning and FP&A (use finance/ skills), product operations (use cpo-advisor), and real-time monitoring system implementation. Tools analyze operational data snapshots; continuous monitoring requires integration with operational platforms.

Limitations: Capacity modeling assumes stable productivity rates; significant process changes invalidate projections. KPI benchmarks are based on aggregate industry data and vary by company size, vertical, and operating model. Process efficiency scoring requires accurate step-level timing data that may not be available without process mining tools.

Integration Points

• ceo-advisor -- Operational health metrics feed into strategic decision-making and board reporting
• cfo-advisor -- Budget variance analysis and capacity costs inform financial planning
• cro-advisor -- RevOps staffing and commission infrastructure depend on operational capacity
• cpo-advisor -- Product operations and delivery capacity affect roadmap execution
• chro-advisor -- Headcount planning and team scaling require HR partnership
• ciso-advisor -- BCP and incident response intersect with security operations