Skip to Main Content
A Customer-oriented Manager for B2B Services
book

A Customer-oriented Manager for B2B Services

by Valerie Mathieu
April 2022
Beginner to intermediate content levelBeginner to intermediate
272 pages
6h 31m
English
Wiley-ISTE
Content preview from A Customer-oriented Manager for B2B Services

11Managing Service Operations

11.1. Operational efficiency

The way a company manages its operations defines its operational efficiency. Operational efficiency is an issue for any company, whether it is an industrial or service company. This challenge is all the more urgent as the competitive environment intensifies and the company’s competitiveness needs to be strengthened. In services, operations and processes have specificities that must guide the choices and actions of the service provider in improving its operational efficiency.

11.1.1. Operational effectiveness framework

11.1.1.1. Purpose

When reading through corporate reports, operational efficiency is a recurring theme in the presentation of goals and strategies. Operational efficiency is seen as a key factor in solid, profitable and responsible corporate growth. The link between operational and financial performance is widely emphasized to justify the focus on operational efficiency strategies and approaches. Efficiency is used as a powerful lever for business competitiveness, which is all the more powerful in a turbulent competitive environment.

Operational efficiency aims to improve all the processes of the company that lead to the product or service, that is, the operational execution. It is the performance in terms of productivity, quality of the offer and cost reduction that the company aims to increase through the implementation of an operational efficiency process. It is its value creation that the company ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

Reinventing the Organization for GenAI and LLMs

Reinventing the Organization for GenAI and LLMs

Ethan Mollick
Winning with Customers: A Playbook for B2B

Winning with Customers: A Playbook for B2B

D. Keith Pigues, Jerry Alderman

Publisher Resources

ISBN: 9781786307576Purchase Link