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Operations excellence

A business can have great products and strategies and government can put in place a worthy policy, but if day-to-day operations are not efficient and effective then customers and citizens will be dissatisfied, profits will be eroded and public money will be wasted.

There is a widespread misperception that there is trade-off between efficiency and customer service. Yet more often than not the root causes of waste and customer dissatisfaction are one and the same. Understand what your customer really values and focus relentlessly on delivering that to the exclusion of all else and productivity will improve.

The need for a major focus on operations excellence can arise from a number of marketplace drivers including:

  • Entering a new business, creating growth or creating a new operation
  • The need to radically restructure costs in the face of shifting market dynamics or public expenditure constraints
  • Post merger integration
  • The carve out of a business unit
  • Setting up shared services or outsourcing of activities
  • The need to keep up with ever evolving customer needs and tastes

All these drivers create an operations excellence life cycle. This life cycle has three stages. The first stage is to find the most effective operating model that should be implemented to create a more efficient and effective organization. This is typically followed by a of business process transformation in which the efficiency target is being operationalized. In the final stage the organization is seeking to continuously improve its performance.

By taking clients through these operations excellence focuses helps our clients to transform the effectiveness and efficiency of their large scale operational processes and to continually improve the core operation of their service organisation.

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Hans Teuben
Tel: +31 (0)88 288 20 06

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