The Fundamentals of Operational Excellence in the Service Industry

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Operational Excellence is not a new management fad with the promise of new tools and principles to fast track an organisation to dizzy heights.  The business world does not need any new tools and techniques as most companies have not yet figured out how to effectively apply the current ones.  Operational Excellence unashamedly embraces the principles, tools and techniques found in Lean, Six Sigma, Theory of Constraints, Total Quality Management, Business Process Management and Customer Experience Management. 

The focus of Operational Excellence is on how to effectively apply the existing principles, tools and techniques to create a work environment where customer needs are well understood and met, processes are well managed, problems are solved quickly and in a structured manner, quality is pro-actively managed, and the staff are engaged in their work and involved in continuous improvement.

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