Back to top 

Success of an Operational Excellence program can be measured in various ways dependent on the industry and the maturity of the program.

For example a measure in Oil & Gas, or the Chemicals industry, citied by one respondent, might mean a “Lack of injuries Operational cost Downtime”

In this survey customers delight, process improvements, and cost reductions were the top 3 citied measures of success. Process improvements, can also cover productivity, removal of waste, variance and errors, process simplification, process automation. Cost reductions can also cover a whole series of key financial indicators such as, improved margin, lower cost of quality and operating costs, specific $ savings, reduction in cost per activity etc.

To achieve the above project selection, and having more successful projects than project failures, with a strong focus on sustainability and embedding CI methodologies in the day to day work are some of the choices that you can make to help.

To support this you want to have the ability to attract and retain the best employees, leaders, and executives, supported by a strong culture and strong leaders as role models. All this should lead to delivering Customer Delight, which in turn will lead to greater ROI.

"Customer satisfaction and a swift response to customer demand with the use of less resources."

Chief Operating Officer
Information Technology Services

"Customer satisfaction index, customer complaints, employees engagement score, reduction in non-added value activities." 

AVP- Quality, Safety & Performance Excellence
Food & Beverage Consumer Products

"Customer satisfaction and organic growth." 

SVP, Operational Excellence
Information Technology Services

"Meeting / anticipating customer needs and relentlessly delivering customer value."

Director-Lean Enterprise
Electronics, Electrical Equipment

"Client Experience Feedback, error rates, hit rates, STP rates, inquiry ratios, etc."

Head of Technical Solutions, Global Payments Services
Commercial Banks

"Increase in customer satisfaction index Reduction in cost of quality Reduction in operating cost and working capital."

Senior Vice President - Operations 
Food Production

"Improved customer and employee satisfaction through global consistency of services, processes and systems and operational efficiencies."

Head of Supply Chain Operations
Education

"Increase in net recommendation rate."

Principal
Information Technology Services

"New value to the business - impact on margin, employee experience, employee agility and productivity."

Director of Operations - Workplace Services
Food & Beverage Consumer Products

"Retention / rejection rate of implemented improvements / methods."

Manufacturing engineer
Industrial Machinery

"I think the success in an Operational Excellence Program impacts directly on the incomes, but the primary measure we should be able to see on each KPI defined on a Balanced Scorecard."

Business Process Consultant
Chemicals

"Return on Investment - Tangible and Intangible; Also measured through 2 yearly employee surveys across a number of dimensions."

Head of Business Assurance & Improvement
Aerospace and Defense

Back to top 

"Sales and Repeat Sales."

President/Owner
Hospitals

"No injuries, no defects passed along to customers, no late orders, nothing over budget."

VP - Ops/Supply Chain
Household and Personal Products

"Degree of eSales and Self Service mid-term."

Senior Expert Digitalization B2B Europe
Telecommunications

"RESULTS. "Better, faster, cheaper". Increased profits. Reduced operating costs. Reduced waste. Increased quality. Increased customer satisfaction."

President
Health Care: Medical Facilities

"Self Healing: Full empowerment of the areas in continuous improvement."

Director of Quality and Organizational Excellence
Financial Data Services

"Achieving Topline and Bottomline Targets."

Associate Director
Health Care: Pharmacy and Other Services

"Meeting requirements that are aligned to strategy."

CTO
Energy

"Productivity improvements in my functional area, also experience improvements."

Business Integration - Associate Services 
Food & Beverage Consumer Products

Org design specialist
Chemicals

"$ cost Reduction (Budget reduction). FY18 showed ~5% - need to continue to DOUBLE this goal every year."

Six Sigma Master Black Belt
Computer Software

"Cost savings and synergies realized."

Vice President Business Transformation
Packaging, Containers

"Optimize expenses with customer experience in mind."

Black Belt
Insurance: Property and Casualty (Mutual)

Back to top 

"Ability to attract and retain the best employees, leaders, and Executives."

CEO & Founder
Health Care: Medical Facilities

"Workplace culture, demonstrated by employee engagement. 10 employees selected at random should all happily describe the active role they are playing in the operational success of the company."

Founder & Lead Consultant
Education

"Cultural change and acceptance by the employees. Improved Profit margins."

Lean Leader
Engineering, Construction

"An employee's desire to come to work each day."

Associate Director - Video Operations 
Information Technology Services

"The start of a learning organisation. Autonomous in generating new improving ideas and auto-critical on current way of doing things."

Bpis
Miscellaneous

"A combination of quantitative and qualitative measures, providing mgt information that can be consolidated into a dashboard showing both leading and lagging indicators."

sr Director, Change Leadership
Insurance: Property and Casualty (Stock)