Redefining Operational Excellence
New Strategies for Maximizing Performance and Profits Across the Organization
Author: Andrew Miller
Pub Date: June 2014
Print Edition: $27.95
Print ISBN: 9780814433973
Page Count: 256
e-Book ISBN: 9780814433980
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OPERATIONAL EXCELLENCE IS THE RELENTLESS PURSUIT of doing
things better. It is not a destination or a methodology but a mindset
that needs to exist across an organization. Operational excellence
is not about perfection or performing activities. It is about
providing dramatic performance improvements and financial
In my more than 15 years of consulting with some of the
world’s best-known organizations, I have seen firsthand how some
of these organizations rely on methodologies like Lean and Six
Sigma as they try to work toward operational excellence. I have also
seen how such methodologies reliably fail to deliver sustainable
results. Operational excellence is about empowering employees to
use judgment on the front lines, but often an organization uses
methodologies that preclude having to use judgment. The methodology
becomes a crutch.
That was why I needed to write Redefining Operational Excellence.
After seeing so many organizations succeed briefly and then fail,
and others never succeed at all, I wanted to show how organizations
can pursue operational excellence in a new way—one that
sheds reliance on methodologies and tools and that focuses
instead on good judgment in the best interest of the organization
and its customers.
To achieve dramatic results, you must create a different culture
for your organization—a culture that questions current operating
models and focuses on adding value and optimizing speed.
Redefining Operational Excellence will help you define and implement
It will show you how a culture of operational excellence helps
increase profitability, effectiveness, retention of personnel and customers,
engagement, empowerment, innovation, performance, and
many other positive effects. It will help you achieve money and performance
boosts in areas where organizations don’t normally look.
And it will enable you to determine the optimal speed at which
your organization can operate by implementing indicators that
measure progress and success, not just activity completion.
We will look at what the most successful companies in the
world do to reach heights and achieve results they once thought
impossible. Do you ever wonder why companies like Disney, Apple,
3M, BMW, and General Electric continue to achieve tremendous
success while others flounder? It’s because they operate better than
anyone else does; they find opportunities to increase profitability
and performance where no one else looks.
Redefining Operational Excellence brings together strategies for
enacting the four components of operation excellence—attracting
and retaining top talent, innovating and collaborating, aligning
strategy and tactics, and acquiring and keeping the customers you
want—and provides insights into the value of optimizing the speed
(when to act quickly, when to slow down) at which your organization
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