Usually, to become an elite golfer, you must first learn the basic aspects of the game: grip, posture, how to maintain the score, the rules, etc. With instruction and practice, the golfer can effectively hit the golf ball and play the game. This is where most weekend golfers stop. Good golfers learn to be more efficient in their game.
They learn how to manage the game, when to play it safe and how to recover from an error without receiving unnecessary blows. Great golfers combine everything: they hit the ball constantly, manage the game, follow the rules and strive to improve every time they play. These golfers become excellent and elite. In the pursuit of service excellence, managing operations can be a lot like golf.
Like golf, many operations stop after writing down the essentials. Unfortunately, I have found many of these operations that barely had the bare essentials and yet claimed to be a “center of excellence”. Each phase must be mastered before moving on to the next phase. Just as the golfer needed to learn to hit the ball, to keep the score and to understand the rules even before being able to play a game, companies must also first master the fundamental elements.
Once the basic concepts are mastered, the focus shifts to effectively fulfilling the promises made to customers. Completing the product or service within the promised time with acceptable quality is the ultimate goal of this phase. At the beginning of this phase, it may be necessary to overstaff to meet expectations. As processes and inventory control improve, staff levels stabilize and get closer to allowed objectives.
Having the right resources in the right place at the right time is the linchpin for moving to the efficiency phase. The efficiency phase of the journey to excellence focuses on improving the way products and services are delivered to customers. In this phase, processes mature and improve as the organization invests in technology, improves quality, reduces cycle times and employs better and more productive employees. Real performance metrics, with formal quality assessment programs linked to incentives, provide a fundamental advantage for maximizing efficiency.
The journey to excellence cannot be completed without mastering fundamental processes and essential spending controls, effectively delivering on the promise made to customers, and continuously improving delivery efficiency. Combining all these dimensions with dashboards and strategic alignment will bring the organization to a state of excellence. Now, top-notch service and having the right people in the right place with the right skills at the right time become the norm. Employees are generally paid more, customers receive more while unit costs decrease.
Do you want to know how ReSource Pro can help you discover the tools, frameworks and processes to achieve excellence in your operations? Visit our carrier consulting page. With business operations, there is one main obstacle that entrepreneurs often face: the alignment of the vision, mission, objectives, goals, and initiatives of the project.
Operational
problems are an expense, so the sooner they are solved, the better for your results. Creating them helps your team streamline workflows, leading to better execution, teamwork, accountability, and operational efficiency.Adjusting the process to be as efficient as possible keeps operating costs low and customers happy, which translates into greater profits. While you may have a strategy to be operationally effective, it's not the strategy that makes your company different from the competition. In other words, operational design is the set of systems, standard operating procedures, processes, templates, tools, and rhythms that your company follows every day. Larger organizations should consider implementing a central resource manager that oversees the operations function.
It is an organization's value stream driven by design and operational strategy (best practices). Operational efficiency in the workplace involves the entire production of a company's human and technological resources. In addition, with software sharing tools, everyone in the company can participate in current business operations and understand where a product or customer is currently in the lifecycle. To create and implement your strategic plan, you'll need an operations design that's right for you and your team.
So, as director of service operations, I thought I would share some of the elements that we consider essential to achieving the greatest operational efficiency. Operational efficiency boils down to all the work that goes into providing the customer with what the company promises to deliver. .