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Operational excellence and customer experience present organizations with a classic “chicken or egg” problem. Many organizations focus on operational efficiency to drive growth and profitability, but in the process, they lose sight of the customer experience. Other organizations focus on the quality of the customer experience, but run into problems because they haven’t achieved operational efficiency.
So what’s an organization to do? Fortunately, there are ways to master operational excellence and customer experience. The first step is to find a definition of operational excellence that focuses on delivering value to an organization’s customers. From there, an organization must decide what operational excellence looks like for its specific business model and industry. From there, an organization can set goals and develop a strategy to improve its business processes.
Operational Excellence and Customer Experience: An Achievable Definition
Operational excellence (OPEX) is not the easiest philippines phone number whatsapp term to define. It means different things to different organizations. Yet, without a concrete definition of OPEX, an organization cannot implement or refine its processes to achieve the desired results.
A good definition of OPEX that integrates efficiency and growth at the organizational level is "the execution of a business strategy more coherently and reliably than the competition... [it] is demonstrated by results. If two companies have the same strategy, the company that is operationally excellent will have lower operational risk, lower operating costs, and higher revenues compared to its competitors, which creates value for customers and shareholders."
Compare this with Industry Week which focuses almost entirely on delivering value to the customer. “Operational excellence is when every employee can see the value stream to the customer and fix it when it breaks. It’s that simple.
So, two definitions. Two different emphases. The first tells us that customers will benefit from the value created by more efficient processes. The second doesn’t tell us how that value is created in the first place. Neither definition is wrong per se, but they are incomplete and/or in the wrong sequential order. The above quote from Steve Jobs is helpful in this regard. Operational efficiency must start with delivering a superior customer experience as the end goal. Implementing efficient and cost-effective operational processes at the organizational level will directly or indirectly help you achieve your goal.
