INTRODUCTION

OPERATIONAL EXCELLENCE IS THE RELENTLESS PURSUIT of doing things better. It is not a destination or a methodology but a mindset that needs to exist across an organization. Operational excellence is not about perfection or performing activities. It is about providing dramatic performance improvements and financial growth.

In my more than 15 years of consulting with some of the world’s best-known organizations, I have seen firsthand how some of these organizations rely on methodologies like Lean and Six Sigma as they try to work toward operational excellence. I have also seen how such methodologies reliably fail to deliver sustainable results. Operational excellence is about empowering employees to use judgment on the front lines, ...

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