What is Operational Excellence?
Operational Excellence comes in many forms. To some it can mean continually improving processes to ensure efficiencies. To others it can mean putting in place tools to ensure sustainable improvement within an organisation. Some might focus solely on systems and how they can be improved, whilst others will focus on their people and the skills and capabilities they need.
To us Operational Excellence is a blend of all of these. It's a mindset that should be present amongst all levels of your field service organisation. Operational Excellence is achieved when every member of that organisation can see the flow of value that passes to the customer.
Modern customer experience requires companies to use an ever increasing number and complexity of digital solutions to manage their workforce, however all to often we find that solution developments are projectised. They might set out to deliver customer (and employee) value but they get lost in the detail of delivering the technology solution. The benefits case gets eroded when the complexity increases and the project team are just glad to get the solution over the line, let alone leave enduring customer value.
Outside the project, operational teams lose focus on the system configuration and develop their own processes or services in an isolated fashion. They start to find ways to work around the system that has been implemented, or they try and do things in the way they have always done them because they aren't sufficiently incentivised or motivated to change.
The result of this is often high peaks of cost and gradual disengagement from users, the solution by users, meaning that your operational efficiency customer experience often stagnates.
Developing an improvement culture
Done right, Operational Excellence is not just about reducing costs or increasing productivity. It’s about creating the environment that allows your service organisation to flourish and ensure services for your customers that deliver value and ensure long term growth.
Operational Excellence should continuously build towards a compelling vision for your whole operational team. It should ensure a common understanding of your workforce management and other operational solutions. It should ensure all stakeholders work together over time in line with a common action plan.
Through measured, supported and ongoing development, Operational Excellence should ensure your teams build greater confidence in your operational and workforce management software solutions, in line with your vision and customer experience expectations.
Operational Excellence from Leadent Digital
In simple terms Leadent Digital's Operational Excellence package smoothes your operational development roadmap and gives you the tools you need to move forward with confidence and agility.
It provides powerful support for operational and asset intensive businesses through a comprehensive range of modules that help you accelerate time to benefit for your workforce management solutions and focus your business on transformation.
Ongoing system configuration is available from Leadent Digital's specialist consultants, alongside personalised reports highlighting the impact of upgrades and new features.
Leadent Digital will support you in setting a compelling vision and improvement plan, through structured workshops and engagement with your people. We will help to benchmark your critical metrics and evaluate where improvements might be made.
Specialist consultants are available throughout the year to act as a sounding board for any people, process or system challenges that may arise. They will also provide representation at industry events and distil the information you need to know.
Organisations use Leadent Digital's Operational Excellence package to reduce their ongoing operational costs, build a focused team around a common improvement plan and improve productivity and customer experience.
Get in touch with us to find out more.