In my first book, Redefining Operational Excellence, I wrote that operational excellence is a mindset, not a methodology. I have never believed that more firmly than now. The old ways of operational excellence are dying. Trying to apply Lean or Six Sigma to commercial processes does not have any sustainable results. The whole premise is wrong because those methodologies assume each customer is the same and each situation is the same. We all know that it is not true.
Operation excellence needs to focus on helping an organization thrive. A thriving and valuable operational excellence function will help the organization generate revenue, attract and retain customers, identify and implement new ideas, ...
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