Operational Excellence: How to Achieve It?

Development is not only a concept for individuals but also for products, processes, organizations, and, naturally, operations. An operations manager who manages a defined workflow must improve not only themselves but also the operation. The key to success for the relevant manager is making the right decisions at the right time during this process. So, how is operational excellence achieved? Let’s explore the details below.

Interdepartmental Collaboration is Key

If you are managing an operation or field service after a sale, collaborating with other departments is inevitable. In large organizations with a high number of employees and expansive fields, operations are often the most commented on in annual 360-degree evaluations. Therefore, development in terms of collaboration requires continuous effort. A cost-cutting suggestion or a new application to improve service quality in the field might require redesigning your entire routine operation. Therefore, operational development must be closely monitored from the outset. Quick actions should be taken, and collaboration with other departments (particularly finance and human resources) is essential. This partnership approach will ensure operational excellence.

Pushing the Boundaries of Service Excellence

The excellence of a service is achieved by pushing both the limits of employees/customers (essentially the human factor) and the system. It’s an achievement to increase the number of services you provide from five to seven per day without compromising on quality. However, the reasons behind this improvement must be recorded, shared within the company as a lesson learned, and continuously questioned with a mindset of ongoing development. Using the same example, increasing this number each time and/or achieving the same work volume in a different field (parallel or multiplied business volume) can push the system to its limits. The point at which service and operational quality begins to decline should be recognized as the boundary level.

This complete development will inevitably take time. However, when structured with the right approaches and systems, it will become sustainable, and the key aspect of operational management will be achieved.

The Role of Technology in Operations

Today, numerous software and support systems are used in operational management. One of the best examples is the bottled water delivery services we order to our homes. Many brands have their own apps, and by using websites, customer service lines, and phone registrations, they create personalized databases for customers. You may not notice improvements in the delivery time of a bottled water order as an operational development. From the customer’s perspective, the features advertised by brands, such as “delivered to your door in XX minutes,” are actually evidence of a system in continuous development, monitored regularly, and supported by the right actions.

Three Key Criteria for Continuous Operational Development

To maintain continuous operational development, three key criteria must be considered:

1. Planning

2. Organization

3. Management

   
   

If the changes in the business and time plan (which will positively affect customer satisfaction) cannot be implemented, if a flexible organizational structure is not established, and if the management is not open to change, the operation's development will come to a halt.

The Interplay of Planning, Organization, and Management

In numerous studies and sources, you can find that these three concepts either overlap or are examined separately. The crucial point is that companies must dynamically ensure these three main pillars while paying attention to the essentials of their operations.

The ability for management to take responsibility is achieved when the authority given is valid not only in job descriptions but also in legal matters. Managers who oversee the field and service operations are often considered employer representatives and must always stay updated on legal compliance, regulations, and occupational health and safety matters. In their organizational structures, the importance of the core work should be matched by the level of communication within the team.

Operational Management Consulting

In light of this information, effective operational management consulting should be customized according to the company's values and the current state of its field.

It should be remembered that well-planned small steps bring about significant changes, and for large changes to succeed, a sustainable operational framework is necessary.