James William Martin
Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity
Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity
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Operational Excellence, Second Edition – Breakthrough Strategies for Improving Customer Experience and Productivity provides a reference for process improvement experts to improve their organizations' quality, productivity, and customer service operations. It covers topics such as alignment of strategy to design, capacity management, and performance improvement, and includes practical examples and tools.
Format: Hardback
Length: 504 pages
Publication date: 28 January 2021
Publisher: Taylor & Francis Ltd
Operational Excellence, Second Edition – Breakthrough Strategies for Improving Customer Experience and Productivity is a comprehensive guide that brings together cutting-edge tools, methodologies, and concepts to empower process improvement experts in enhancing their organizations' quality, productivity, and customer service operations. It delves into crucial topics such as aligning strategy with the design of supporting systems to meet customer expectations, effectively managing capacity, and optimizing performance. The book offers a concise and practical reference for operational excellence, with fourteen chapters guiding readers through the latest tools, methods, and concepts used to capture the voice of customers, partners, and other stakeholders. It also explores innovative strategies for applying Lean, Six Sigma, and product and service design across diverse industries, including manufacturing and financial services.
Based on three fundamental premises, this book aims to empower organizations to increase competitiveness in the global landscape. Firstly, it emphasizes the importance of leveraging voice-of-applications, Design Thinking, and the integration of new tools and methods within the Information Technology Ecosystem to drive innovation and improvement. Secondly, it establishes a strong correlation between operational performance and an organization's financial, operational, and resultant productivity, as well as shareholder economic value add (EVA) metrics. The book provides practical methods for measuring and improving operational performance through the application of these principles.
Thirdly, the book emphasizes the global applicability of value-adding activities and disciplines discussed, recognizing that they can be applied to organizations across various industries. The second edition of this book introduces new topics such as Design Thinking, the voice-of Information Technology Ecosystems, Big Data applications, and Robotic Process Automation. These topics reflect the evolving landscape of operational excellence and provide valuable insights for practitioners seeking to stay ahead of the curve.
In conclusion, Operational Excellence, Second Edition – Breakthrough Strategies for Improving Customer Experience and Productivity is a must-read for process improvement professionals and leaders who are committed to driving excellence in their organizations. By leveraging the latest tools, methods, and concepts, readers can enhance their competitiveness, improve customer satisfaction, and achieve sustainable growth in today's dynamic business environment.
Weight: 914g
Dimension: 162 x 242 x 37 (mm)
ISBN-13: 9780367491734
Edition number: 2 New edition
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