Redefining Operational Excellence

New Strategies for Maximizing Performance and Profits Across the Organization

 Redefining Operational Excellence

Author: Andrew Miller
Pub Date: June 2014
Print Edition: $27.95
Print ISBN: 9780814433973
Page Count: 256
Format: Hardback
e-Book ISBN: 9780814433980

Buy the book:

Buy the book thru Barnes and Noble. Buy the book thru AMAZON. Buy the book thru indiebound. Buy the eBook.
See other vendors.


Table of Contents

CONTENTS

Acknowledgments ix

Introduction 1

Chapter 1:

THE NEED FOR A NEW DEFINITION 5

The Beginnings of Operational Excellence 6

Redefining Operational Excellence 8

Would You Know Operational Excellence If You Tripped Over It? 12

Organizations That Exemplify Operational Excellence 13

Why Operational Excellence Is Important to Any Organization 18

Redefining How We Operate 20

Chapter 2:

MAKING OPERATIONAL EXCELLENCE HAPPEN 23

The Core Components of Operational Excellence 23

Evolving Toward Operational Excellence 30

The Four Phases of Operational Excellence 32

Creating Gates: Protecting Your Gains 38

Four Types of Organizations 40

Redefining the Way We Measure Success 43

Chapter 3:

ATTRACTING AND RETAINING TOP TALENT:

DON’T SETTLE FOR SECOND BEST 46

The Key Principles of Leadership 47

The Four Attributes of a Great Leader 52

Attracting the Best People 56

A Strategy for Talent Management 65

Breathe Life into Your Organization by Letting People Go 66

Is Your Turnover Rate Too High? 69

Chapter 4:

THE INNOVATION EQUATION:

THE IMPORTANCE OF COLLABORATION 71

How to Foster Innovation 72

The Cycle of Innovation 76

A Culture of Innovation: The Interaction of Empowerment

and Skill 85

How to Become an Innovation Master 89

Accelerating the Adoption of Innovation 93

Chapter 5:

ALIGNING STRATEGY AND TACTICS TO

ENHANCE PERFORMANCE 99

Without Execution, There Is No Strategy 101

How to Achieve Execution Excellence 104

The Difference Between Responsibility and Accountability 108

Gaining a Tactical Advantage: Finding Performance Boosts

Where You Wouldn’t Normally Look 111

Performance Boosts: The Do-It-Yourself Version 119

A Final Word on Strategy Execution 120

Chapter 6:

ACQUIRING AND KEEPING THE CUSTOMERS

YOU WANT 121

Why Current Customers Are Your Best Opportunity for

Growth 122

Stratifying Your Customers 127

How to Turn Customers into Great Referral Sources 132

Other Strategies to Strengthen Customer Loyalty

and Engagement 135

The Five Myths of Customer Engagement 140

Chapter 7:

OPTIMIZING SPEED MAXIMIZES PROFITABILITY 146

Determining Optimal Enterprise Velocity and Responsible

Speed 146

Slow Down to Improve Results 150

How Speed Impacts Profitability 153

The Speed–Profitability Correlation and the Four Components

of Operational Excellence 155

The Myth of the First-Mover Advantage 161

Knowing When to Speed Up and When to Slow Down 166

Implementing a Culture of Speed Optimization 168

Chapter 8:

CENTERS OF EXCELLENCE: NOT SO MUCH 170

Why Centers of Excellence Aren’t Always Excellent 172

Why Create a Centralized Department? 177

CONTENTS vii

01ROE-FM-3_Front Matter 3/19/14 9:16 AM Page vii

The Benefits of a Centralized Department 180

Centrally Led, Locally Executed 181

Ignore the Center and Focus on Excellence 183

Chapter 9:

INDUSTRY PERSPECTIVES 185

Retail 186

Services 190

Health Care 193

Technology 197

Manufacturing 201

Chapter 10:

GETTING TECHNOLOGY OUT OF YOUR WAY 205

Fix the Process, Then Implement the Technology 206

Technology and Change Management 212

Using Technology to Enhance Operational Excellence 214

Operational Excellence and Automation 225

Chapter 11:

A BRIGHT FUTURE WITH OPERATIONAL

EXCELLENCE 227

The Operational Excellence Crystal Ball 228

You’ve Achieved Operational Excellence—Now What? 231

Appendix:

ARE YOU ON THE PATH TO OPERATIONAL

EXCELLENCE? 237

Index 239

About the Author 245

ACKNOWLEDGMENTS

Search the full text of this book

Share

Order Now!

For single copy purchases of any AMACOM title, you can connect directly to the online retailer of your choice, from the list below, to buy the title you have selected. Most of our links will take you directly to that title on the site, making your shopping experience easier. You can also visit your local retailer, and if the book is not on their shelves they can special order it for you.

Retailers: Please contact us to change or add a listing.

Buying in Bulk?

We have very competitive discounts starting at 5 copies, as well as personal service, for bulk orders. Simply contact our Special Sales Department. Call 800-250-5308 or 212-903-8420 and ask for Special Sales. You can also email: SpecSlsWeb@amanet.org