--- title: Vijay Bajaj, Founder & CEO, BTOES. Opening Keynote on Critical Challenges within Operational Excellence description: "Watch Vijay Bajaj's address at BTOES 2019. The world's largest cross-industry gathering of Business Transformation & Operational Excellence industry leaders. 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Opening Keynote on Critical Challenges within Operational Excellence](https://insights.btoes.com/vijay-bajaj-founder-ceo-btoes.-opening-keynote-on-critical-challenges-within-operational-excellence-0)   [Continuous Improvement](https://insights.btoes.com/topic/continuous-improvement) [Operational Excellence](https://insights.btoes.com/topic/operational-excellence) [Business Transformation](https://insights.btoes.com/topic/business-transformation) [Culture Transformation](https://insights.btoes.com/topic/culture-transformation) [Business Excellence](https://insights.btoes.com/topic/business-excellence) [Lean](https://insights.btoes.com/topic/lean) [Business Improvement](https://insights.btoes.com/topic/business-improvement) [end-to-end Business Transformation](https://insights.btoes.com/topic/end-to-end-business-transformation) [Leadership Understanding & Buy-In](https://insights.btoes.com/topic/leadership-understanding-buy-in) [Changing & Improving Company Culture](https://insights.btoes.com/topic/changing-improving-company-culture) [New Technologies](https://insights.btoes.com/topic/new-technologies)      **BTOES 2019** is a conference that **represents the shifting landscape of Operational Excellence & End-to-End Business Transformation**. A landscape incorporating the **numerous transformation drivers such as** a focus on customer delight, a more competitive environment, and the impact of advanced technologies along the whole value chain.   **But let's not forget one thing,** in our Operational Excellence world, **regardless of digitalization and advanced technologies,** it is not the machines doing the work, nor the processes doing the work, but the people doing the work.   **It is we** who make the **different processes and parts** work well together.   **Recently we produced a research report** and I want to share some of the results with you.   **The key challenge facing Operational Excellence programs remains** squarely around changing and improving the company culture, with **53.1%** citing it as their top critical challenge.    **This makes sense as cultural transformation,** changing mindsets and behaviours, is the **hardest thing to do,** and consequently **it is the greatest progress limiter.**    **As executives it is our biggest challenge**, it is where we need to focus our time, but yet we don’t, we focus on processes and tools because it’s **more predictable, functional and controllable**.   **Instead, we need to double our efforts** and invest and focus energy on our people, as only they can tell us where to **fix, simplify, and streamline the processes**.   **This is the key to making deep-rooted process changes required** to take advantage of digitization, automation and advanced technologies. **Results are the output of a company**, and culture is the major input and the key driver to an enterprise-wide Operational Excellence deployment program   **But as we all know, it all starts with good leadership.** **23.2%** of respondents cited leadership buy-in and understanding as their top critical challenge. **The absence of leadership buy-in is considered a major cause for failure in operational excellence programs. Having a strong Global Leader** at the corporate-level who is banging the drum for the VP and Directors in the business and functional units **is critical to ensuring the resources are in place to execute sustainable Operational Excellence projects**   **Everyone here who has faced this** knows that without buy-in there will be no role models, little budget or resources and no commitment to a long-term program.   **Operational excellence needs to be viewed as a critical** strategic weapon by the executive leadership teams. **It needs this level of buy-in and understanding for any organization to truly strive for and deliver** end-to-end business transformation **and sustainable adoption in normal business activities.**   **Driving an end-to-end Business Transformation program came in 3rd** as the biggest challenge for 30.7% of respondents, **which if you take a moment** to think about it makes complete sense. **If process re-engineering** is not end-to-end, it will always be sub-optimal. **Disparate continuous improvement** efforts do not provide meaningful impact. **The key is to bring together all relevant functions** across the organization and maximise collaboration, and design systems to achieve flow **between the relevant departments across the functional value stream.**   **The 4th biggest challenge for respondents was the willingness to embrace new technologies, a challenge for 28.5% of respondents.**   **I know what I am going to say now may be unpopular, but part of the solution is** for organizations to **evaluate** current employees for digital knowledge and a more flexible, rapid decision-making, agile mindset. **Operational Excellence project professionals need to be ready, and happy to embrace new advanced digital technologies** and work with or are themselves software designers, agile scrum masters, robotic process automation specialists, or machine-learning engineers.         **But what is this all for.**   **Ladies and gentlemen, we are in the age of Customer Delight**.   **Businesses need to ensure all their policies and procedures** are focused on a seamless customer experience, **reviewing their whole organization** including their traditional sales and marketing departments **to ensure they are re-engineered to focus on delight.**    **Before your product had to be 10 times better** than the competition, now it is your customer experience that has to be 10 times lighter than the competition.   **As one respondent put it “Thanks to companies such** as Amazon and Apple, customers now expect every organization to deliver products and services as **swiftly, with the same seamless user experience”**   **Operational excellence professionals need to focus on redesigning a low-friction** **customer experience,** where there are **minimal handoffs between people and departments. Customer delight, fuels word of mouth**, in particular with the amplification of social media, **today it is where the biggest ROI will be generated.**       **Want to learn more? Download the full Report.** [![CTA SURVEY long 2](https://insights.btoes.com/hs-fs/hubfs/Research%20Report%202018-19/CTA%20SURVEY%20long%202.png?width=1024&name=CTA%20SURVEY%20long%202.png)](https://insights.btoes.com/download-research-report-2018/19-the-global-state-of-operational-excellence-critical-challenges-future-trends) ![pillar%20page%20line%201](https://insights.btoes.com/hs-fs/hubfs/pillar%20page%20line%201.png?width=830&name=pillar%20page%20line%201.png) **About the Author** *![Vijay Bajaj](https://insights.btoes.com/hs-fs/hubfs/Vijay%20Bajaj.png?width=254&name=Vijay%20Bajaj.png)**Vijay Bajaj,** Founder and CEO of BTOES has founded, built and sold two successful market-leading businesses. The first in London, UK in the office equipment distribution sector, which he launched in 1991 and sold to Ingram Micro in 1999, after which he took a year off and traveled around India with his wife. The second headquartered out of Chicago, IL, in the large-scale commercial B2B conference sector, which was launched in 2001 and sold in 2012.* *In 2012 he retired to spend time with family and focus on meditation.* *In 2015 he was looking for the next challenge and founded and is currently CEO of the Business Transformation & Operational Excellence World Summit & Industry Awards (BTOES), which has become the largest senior-level cross-industry event within the sector, BTOES.com, and BTOESInsights.com a professional online content platform for senior-level executives involved in continuous improvement, which has grown to over 188,000 subscribers.* *He is also an angel investor, mentor, and board advisor.* *Vijay lives in Stanmore, Middlesex, UK, with his wife Reshma, son Armaan, and labrador Archie.* [![The Business Transformation & Operational Excellence Industry Awards](https://insights.btoes.com/hubfs/Assets-2020/BTOES%20AWARDS%20LONG.png)](http://btoesawards.com/) [![The Largest Leadership-Level Business Transformation & Operational Excellence Event](https://insights.btoes.com/hubfs/1-51.png)](http://btoes.com) ![opex\_assembly](https://insights.btoes.com/hubfs/BTOES%20Awards%20Logo%20Base%20(5)-2.png) ![business\_assembly](https://insights.btoes.com/hubfs/BTOES%20Awards%20Logo%20Base%20(4)-2.png) ## Proqis Digital Virtual Conference Series View our schedule of industry leading free to attend virtual conferences. 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