Operational Excellence: A workplace attitude where problem-solving, teamwork, collaborative engagement and leadership, result in the ongoing improvement in an organisation.
In leveraging operations to achieve business growth, the first step is to understand what Operational Excellence really is, and then how we achieve it.
Operations transform resources to create and deliver value to customers.
Two or more connected operations constitute a process.
The process involves focusing on the customers’ needs, keeping the employees positive and empowered, and continually improving the current activities in the workplace.
Excellence is measured against standard or prescribed indicators of effectiveness, efficiency, environmental responsibility, and regulatory compliance. Each and every employee can see the flow of value to the customer, and fix that flow before it breaks down.
Operational Excellence calls for a framework and standard tools, techniques, policies, and practices to improve how we manage business processes in ways that will improve operational performance and agility.
HR can play a significant role in developing a customer-focused workforce; offering product knowledge, training support, and by encouraging employees to solve customers’ problems are examples of effective strategies to make the workforce more customer-centric and deliver exceptional experience.