11. Ongoing Operations Management, Training, Surveillance and Testing

This chapter provides an overview of operations training, testing and surveillance. It begins with a discussion of the goals and purposes. It then discusses different types of operations training including initial training, ongoing training, global operational review training, operational change training and operational reinforcement training. We then analyze the role of operational procedures gaps and accompanying gap analysis. The chapter continues with an overview of the distinction between operations testing and surveillance. As part of this discussion, we outline the steps in executing an operational testing program as well as developing operational testing schedules. Finally, we discuss the role of internal audit in ongoing operations oversight as well as a case study in valuation operations oversight.