OPEX. Sounds great. The thing about excellence is that, although of KPIs and processess, controls and measures and so on go into designing it, it is in fact the mindsets and behaviours of the people, supposed to be delivering it, that actually make it reality or costly wishful thinking.
One of the most important things that leaders need to bear in mind if they are serious about achiving operational excellence (which is the only way to provide a fantastic customer experience) is that they will never succed if they do not cultivate the necessary mindsets that will beget the behaviours that deliver OPEX. It all boils down to execution. People execute. Or don't. So start by gauging your peoples attitudes and takes. Are they engaged? Are they looking elswhere? Do they feel appreciated? Should they be appreciated? Should they be fired or promoted? Unfortunately so many organisations adopt a stance of "make do with who we've got". THis is a recipe for mediocrity at best. You will not get the job done right with the wrong people. And you won't get the people right unless you work at it systematically.
Put the word "respect" into everything you do in your business. Offer it and gain it. It's the best way to achieve results.
To achieve operational excellence map the journey:
Asses your current state - Design the desired future state - Plan the initiatives and implement them - Ensure long term viability - Invest in training and coaching your people
Operational excellence is what continuous improvement is all about.
The building blocks are easy to identify. The goals can be set and the standards drawn. Then you plug people into the process. And it soars or crashes. Spectacularly in both cases.
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