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Article

André M. Carvalho, Paulo Sampaio, Eric Rebentisch, João Álvaro Carvalho and Pedro Saraiva

This article offers a novel approach that brings together management, engineering and organizational behavior. It focuses on the understanding of organizational dynamics…

Abstract

Purpose

This article offers a novel approach that brings together management, engineering and organizational behavior. It focuses on the understanding of organizational dynamics in an era of technological change, upholding the importance of organizational agility and of the cultural paradigm in the management of organizations.

Design/methodology/approach

In this work, the authors present the conclusions from a set of studies carried out in organizations operating in technical and technological industries. The authors assessed the capabilities of these organizations in terms of operational excellence maturity and its impact on the organizational culture and organizational agility.

Findings

Results show the importance of operational excellence either in developing or expanding organizational agility capabilities while reinforcing the cruciality of an excellence-oriented culture to sustain these efforts over time.

Originality/value

Increasingly unstable business environments have led to a growing interest in how to develop and maintain operational excellence in the face of continued and disruptive change. However, this interest has, so far, been advanced with little empirical evidence to support the corresponding predictions. This work offers the first practical evidence that continued focus and optimization of operations, with the right cultural alignment, helps organizations survive and thrive in increasingly volatile, uncertain, complex and ambiguous environments.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

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Article

Roland K. Yeo

The paper aims to discuss the transformation of a multinational organization, Global Co, through the deployment of an operational excellence system at a time of turbulence…

Abstract

Purpose

The paper aims to discuss the transformation of a multinational organization, Global Co, through the deployment of an operational excellence system at a time of turbulence and complexity. It illuminates the opportunities and challenges of implementing the system from the perspective of learning and change.

Design/methodology/approach

A case study method was utilized in the research based on a four-year longitudinal study. Formal and informal interviews, unobtrusive observations and archival records formed the core of the data collection that led to key insights reported in this paper.

Findings

A structured approach to managing work processes is essential for ensuring efficiency and reliability in work output. Performance improvement is sustained by operational discipline that strives for consistency in daily work practices. Organizations develop self-healing mechanisms to help address work-related gaps and issues, turning constraints into enablers for improvement.

Originality/value

The paper provides a wider dimension of organizational performance from the learning and change perspective. It considers organizations as organisms with self-healing properties supported by operational discipline. It redefines the impact of operational excellence through organizational significance.

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Article

Olivia McDermott, Jiju Antony and Jacqueline Douglas

This paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence

Abstract

Purpose

This paper aims to present the results of a study carried out by the authors in the form of research interviews on the topic: “Exploring the use of operational excellence methodologies in the era of COVID-19.”

Design/methodology/approach

A qualitative interview approach was utilized by interviewing a panel of leading academics and practitioners who are familiar with operation excellence methodologies.

Findings

Operational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.

Research limitations/implications

One limitation of this research was that most of the interviewees who participated in this study came from Europe, North America, South America and Asia, representing four continents. It would have been better to have different views from other continents such as Australia and Africa. Also, the interviews were short and at a high level. There is an opportunity for further study and analysis.

Practical implications

Operational excellence methodologies are proven and can be utilized in pandemic situations to improve efficiency in the healthcare system and preparedness for pandemics.

Originality/value

The paper provides an excellent resource for those people to get an insight into the value of the application of operations excellence methodologies in pandemic situations to aid healthcare process improvement and aid public and patient safety.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

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Article

Jie Yang, Hongming Xie, Guangsheng Yu, Mingyu Liu and Yingnan Yang

This study examines the operational and relational governances as antecedents of cooperation commitment in buyer–supplier exchanges. It also assesses the impact of…

Abstract

Purpose

This study examines the operational and relational governances as antecedents of cooperation commitment in buyer–supplier exchanges. It also assesses the impact of cooperation commitment on operational performance.

Design/methodology/approach

Path analysis was performed on the data collected from manufacturers.

Findings

The results of this study show that both operational and relational governances exert impact on cooperation commitment, which, in turn, is associated with operational performance improvement.

Originality/value

First, this is the first study employing the reciprocity theory to theorize the conceptual framework of the governance antecedents of cooperation commitment and operations excellence effect. Second, the study highlights how the research framework can enrich the reciprocity theory in exploring the mechanisms of the operational and relational governances of buyer–supplier exchanges and their impact on the commitment to the cooperation. Third, this study extends the reciprocity theory to examine in detail how cooperation commitment exerts impact on the operational performance.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 8
Type: Research Article
ISSN: 1355-5855

Keywords

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Article

Mehran C. Ferdowsian

The purpose of this paper is to identify and address the underlying causes of costly quality/ethical problems that have prevented companies to achieve and sustain…

Abstract

Purpose

The purpose of this paper is to identify and address the underlying causes of costly quality/ethical problems that have prevented companies to achieve and sustain excellence. More broadly, the study has leveraged data from multiple sources to determine root-cause issues and propose a new management model that enables leadership to prevent and effectively address quality/ethical problems by operationalizing excellence. For the purpose of this research, operationalization is defined in terms of developing a sustained culture of excellence and enabling a firm to systematically prevent, detect, and address costly problems in their daily operations.

Design/methodology/approach

The study has defined the concept of excellence in terms of measurable results based on ten critical success factors: products, financials, stakeholders, employees, leadership, societal, operational, innovation, alignment, and ethical excellence. To identify and address the underlying causes, this study has used a spiral research model to develop and improve an assessment process for the consistent examination of three types of firms: national quality award recipients, successful and responsible Fortune-500 companies, and landmark ethical violators. Findings from case studies were then substantiated using results from current research studies and conclusions from over 20 years of international field work/experience.

Findings

To operationalize excellence, this study found that organizations need to develop a foundation for two tightly coupled and inseparable variables: ethics, excellence. Case studies show when these two variables are inadequately planned, integrated, checked, and enforced across business operations, they cause serious and costly problems. This foundation enables a firm to maximize performance, the return on investment, and to sustain performance in each of these critical success factors (CSFs) using the following interconnected building blocks of excellence: grander purpose, measurable results, effective collaboration, leadership development, individual development, continuous alignment, continuous innovation, ethics management, and ethics foundation.

Research limitations/implications

The application of the assessment instrument proved to be complex due to the difficulties of transforming conjecture into certainty using existing online corporate records (e.g. understanding true leadership intention). Findings of this study are applicable to any industry and type and size company. The building blocks of this new management model should not be developed and implemented in an isolated, standalone, or piecemeal manner; nor should they be forced onto an organization as a new program. For best results, each building block needs to be implemented as an interconnected component of a complete and total system of management and infused into the fabric of the culture as a normal part of the daily operations.

Originality/value

Total business excellence is a proposed new management model for operationalizing excellence. This new model serves three major purposes. First, it enables an enterprise to responsibly deliver a continuous flow of innovative and competitive products as defined and measured by ten CSFs. Second, it enables management to prevent costly quality/ethical problems by developing a unified and responsible strategy for planning, execution, and quality. Most importantly, it provides a missing platform of opportunity where individuals can incrementally grow and develop as they add meaningful personal, professional, and societal value.

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Article

John Darling, Mika Gabrielsson and Hannu Seristö

The contemporary business arena continues to hold great promise for dramatic innovational developments unheard of in previous eras. The purpose of this paper is to suggest…

Abstract

Purpose

The contemporary business arena continues to hold great promise for dramatic innovational developments unheard of in previous eras. The purpose of this paper is to suggest ways to achieve organizational excellence through entrepreneurship in today's dynamic environment of opportunities.

Design/methodology/approach

The authors' research has focused on the foundation of successful entrepreneurial management leadership in the achievement of organizational excellence. Data were collected primarily from well‐known entrepreneurs identified during the past ten years in various publications.

Findings

Research shows that the major reflections of operational excellence in organizational entrepreneurship revolve around the care of customers, constant innovation, committed people and managerial leadership.

Research limitations/implications

Many relatively creative ideas regarding entrepreneurial management and leadership have been put forward in this treatise, which clearly require further validation by future research.

Practical implications

Successful leadership has been found to be based upon four key strategies: attention through vision, meaning through communication, trust through positioning, and confidence through respect. Research further suggests that at the heart of successful leadership strategies rest a concern for people and the interpersonal values of joy, hope, charity and peace. These values provide a new paradigm of interactive cues and a foundational core for the successful fulfillment of those key strategies.

Originality/value

This research contributes by developing a model of keys to organizational excellence, and leadership strategies and values. Furthermore, this paper may benefit companies that are trying to reinvent themselves by fostering innovativeness within their organizations.

Details

European Business Review, vol. 19 no. 1
Type: Research Article
ISSN: 0955-534X

Keywords

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Article

Cindy Johnson

A recognition that pockets of business and process excellence existed alongside mediocrity led Texas Instruments to establish a Best Practice Sharing programme under the…

Abstract

A recognition that pockets of business and process excellence existed alongside mediocrity led Texas Instruments to establish a Best Practice Sharing programme under the direction of the Office of Best Practices. The Office of Best Practices, launched in 1994, is a dedicated unit which helps Texas Instruments’ worldwide businesses to identify, access and transfer best practices. TI’s Best Practice Sharing initiative was implemented to provide a mechanism for dialogue between TI leadership and TI employees and to facilitate collaboration based on the company’s strengths and business gaps. The goal is to provide a quicker path to achieving business excellence. In addition to providing these solutions, the Best Practice Sharing project has provided TI employees with a greater sense of the synergies possible across the company and a greater feeling of shared vision. This paper reviews the TI‐BEST programme, the Best Practice Sharing initiative, and examines the lessons learnt and benefits gained from best practices knowledge sharing.

Details

Journal of Knowledge Management, vol. 1 no. 1
Type: Research Article
ISSN: 1367-3270

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Article

Harshad Sonar, Vivek Khanzode and Milind Akarte

The purpose of this paper is to identify various factors influencing additive manufacturing (AM) implementation from operational performance in the Indian manufacturing…

Abstract

Purpose

The purpose of this paper is to identify various factors influencing additive manufacturing (AM) implementation from operational performance in the Indian manufacturing sector and to establish the hierarchical relationship among them.

Design/methodology/approach

The methodology includes three phases, namely, identification of factors through systematic literature review (SLR), interviews with experts to capture industry perspective of AM implementation factors and to develop the hierarchical model and classify it by deriving the interrelationship between the factors using interpretive structural modeling (ISM), followed with the fuzzy Matrice d’Impacts Croisés Multiplication Appliqués à un Classement (MICMAC) analysis.

Findings

This research has identified 14 key factors that influence the successful AM implementation in the Indian manufacturing sector. Based on the analysis, top management commitment is an essential factor with high driving power, which exaggerates other factors. Factors, namely, manufacturing flexibility, operational excellence and firm competitiveness are placed at the top level of the model, which indicates that they have less driving power and organizations need to focus on those factors after implementing the bottom-level factors.

Research limitations/implications

Additional factors may be considered, which are important for AM implementation from different industry contexts. The variations from different industry contexts and geographical locations can foster the theoretical robustness of the model.

Practical implications

The proposed ISM model sets the directions for business managers in planning the operational strategies for addressing AM implementation issues in the Indian manufacturing sector. Also, competitive strategies may be framed by organizations based on the driving and dependence power of AM implementation factors.

Originality/value

This paper contributes by identification of AM implementation factors based on in-depth literature review as per SLR methodology and validation of these factors from a variety of industries and developing hierarchical model by integrative ISM-MICMAC approach.

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Abstract

Details

Kybernetes, vol. 32 no. 3
Type: Research Article
ISSN: 0368-492X

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Article

Cheng Ean Lee, Sok Cheng Kan and Yan Chuin Foo

This paper seeks to describe how the National University of Singapore (NUS) Libraries deploys the NUS Service Class (NUSSC) framework to continually improve processes and…

Abstract

Purpose

This paper seeks to describe how the National University of Singapore (NUS) Libraries deploys the NUS Service Class (NUSSC) framework to continually improve processes and to design adaptive services for library users at the NUS. The NUSSC framework assesses approach, deployment, review and refinement of interlinking categories with the objective of producing impactful results.

Design/methodology/approach

NUS Libraries has been scaling the peaks of service excellence to delight their library users for several years. In 2007, NUS Libraries adopted the NUSSC framework, which is modelled after the Singapore Service Class (S‐Class), a certification for the business excellence niche standard for service based on the Business Excellence framework. The NUSSC framework which was introduced by the Office of Quality Management (OQM) at NUS allows the use of self‐assessment on how processes and services are approached, deployed and reviewed through cycles of improvement. In addition to self‐assessment, external assessors engaged by the OQM review the application report, conduct site visits and interviews in search of evidence of service excellence.

Findings

From the results achieved, the importance of having a strong visionary leadership, innovative staff, holistic and systematic planning, a robust information management system as well as good customer relationship can be understood. Understanding users' requirements enabled the provision of new touch points and the development of services and resources which are targeted and highly relevant to staff and students. User trust was built by targeting programmes at specific groups for greater impact. By segmenting users, NUS Libraries was able to customize programmes that suit their information needs. From the journey towards the pinnacle of excellence and success, NUS Libraries learned that cascading the strategic plans and aligning library staff members' objectives with their teams, departments, special libraries and NUS Libraries, will ensure continual improvement to processes and services.

Originality/value

It is important that all aspects of services and processes are examined regularly to address gaps. Gathering, analysing and applying the right information at every cycle of improvement is extremely critical. NUS Libraries are exploring the development of an information intelligence system that will capture information from various sources. With a robust information management system, NUS Libraries will also be able to push and pull information to empower staff to deliver information just in time. Although NUS Libraries was awarded Recognition for Service Excellence in 2007 and the highest award, Outstanding for Service Excellence in 2010, it will continue to scale new heights for service excellence.

Details

Library Management, vol. 33 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

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