Operational Excellence is the development and implementation of improvements that deliver high performance across areas of importance such as Service, Quality, Cost, Revenue and Satisfaction. True Operational Excellence is achieved when improvements are sustained over time and where a culture of continuous improvement is embedded throughout all levels of the organisation.
Our approach to Operational Excellence is more than just utilising traditional ‘Lean’ management techniques and 6 Sigma analysis. We use a range of methodologies and processes to achieve our goal.
Our approach centres around 3 fundamental areas that, if functioning correctly in partnership with each other will lead to high performance.
All three are inextricably linked. An Operation cannot achieve high performance without all three components.
Frameworks are vital to ensure your operation is doing the right things in the right way. For instance, you cannot be pro-active about the utilisation of your resource unless you have a robust framework for Forecasting and Planning. We can help you build a Target Operating Model (TOM), restructure your organisation and establish meaningful Management Information.
Processes are what your staff do to fulfil your operational needs. It may be answering customer enquiries, maintaining an account, responding to a complaint or scanning the mail. Lean Consulting can help ensure that every process is designed to maximise efficiency and productivity.
People deals with how you manage staff. Managing poor performance, behavioural issues, rewarding high performance, coaching and development of staff are the focus of this area. Managers are often the least trained people in the organisation. Lean Consulting can help correct this and ensure your operation is ready for a culture of continuous improvement.