Redefining Operational Excellence

New Strategies for Maximizing Performance and Profits Across the Organization

 Redefining Operational Excellence

Author: Andrew Miller
Pub Date: June 2014
Print Edition: $19.95
Print ISBN: 9780814439890
Page Count: 256
Format: Paper or Softback
e-Book ISBN: 9780814433980

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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

that culture.

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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