To achieve operational excellence, it is necessary to discover and structure best practices according to the context of your organization. Customer Focus, Leadership, People Engagement, Process Approach, Improvement, Evidence-Based Decision Making, and Relationship Management are the 7 principles of quality.

Knowing how to recognize them is crucial to establishing a guideline for behaviors, activities, processes, and technologies. Analyzing market growth is essential to nurture and enable the environment in which organizations are embedded. This enables accurate responses and improvements to specific niches, resulting in better engagement through operational efforts.


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Promote quality awareness and best practices increase the economic, human and technological assets available in your own market environment. It is a win-win scenario, providing and exploring information and resources.

In this article you will learn about:

Prioritizing customer values

Customer focus is a major concern of an organizational structure, where all actions and procedures must meet customer needs and expectations. Slow companies that think more in cost and efficiency are obsessed with maximizing the quality of products and services. But the truth is that customer loyalty and values must be prioritized to achieve high performance and excellence.

Paying attention to customer satisfaction and identifying what needs to be done helps when the market begins to shift its focus. Investigating and measuring consumer perceptions and culture helps create more lasting relationships, allowing customers to get closer and closer to organizations.

Leadership conduct

To start operational excellence a leader must motivate employees to seek knowledge related to the organization context. A endearing leadership style  promotes excellence in the development and behavior of every person in any department. Your attitude and conduct are considered and proven as one of the main motivators to achieve and maintain quality and performance.

Companies should explore the role of soft leadership in achieving operational goals, shifting the authority of employees. With a supervised process that allows rewards and recognition when results are achieved. Emphasizing the human factor is critical to creating an atmosphere of trust, increasing engagement and commitment between teams and managers.

Perception of human resources

Globalization has raised the level of competitiveness of industries, so that to thrive organizations need to find ways to better manage people. The entrepreneurial market has shown that improvements are made through human resource best practices. Activities such as redesign of positions, empowerment, training and incentives and recognition are actions of operational excellence

Staff trained to improve their proficiency and ability to learn and teach, strengthens their loyalty to the company.

Motivation and workload are important factors for operational excellence.

Create favorable situations so they can feel comfortable sharing the vision and mission of the company during and after their activity.

When employees believe and see that their efforts being perceived and supported by the company, they naturally guarantee customer satisfaction. Therefore, influencing people’s success is one of the key factors that affect the operation and can smooth the implementation of excellence.

Process management effects

Process management ensures that stakeholders are aligned with the strategic objective of operational excellence. Creating and maintaining processes between operations and customers has been explored and updated by many managers and supervisors.

Even though rebuilding the process is a slow and painful endeavor, the effort goes beyond goals and objectives. Developing the learning of all involved and embedding them in the knowledge of the organizational structure along with its mission, vision and values.

Therefore, “in-field” management helps teams solve problems and  in necessary changes to achieve operational excellence. Implementing these processes requires appropriate on-site and processes transformation.

Issues such as integration, external resources, and adaptability change constantly and allow you to experiment ideas that connect employees and customers.

Operational Excellence Organization

Clarify operational excellence

A process that establishes quality goals, with options to achieve the objectives, highlights the involvement of management to clarify strategies. Leaders must identify operational excellence and reinforce prioritization of activities with actions and resources that strengthen strategies.

The leader’s plan should be easy to understand, so that teams operate considering their “deliverables” in relation to operational excellence. A strategic plan that everyone understands and believes, guarantees actions that aim to the same objectives, rooting the company’s positioning in the market.

Biggest challenges for leaders to implement excellence and quality:

  • Poor strategic planning
  • Difficulty of integration
  • Scarcity of resources and
  • Low Employee Empowerment

Environment of improvement

Corporate data and market information are getting more complex each day, strengthening competitiveness inside and outside organizations. Access to sources of information and data is vital to develop more accurate analysis.

Create practices that make evidence-based decisions a source of strategies, brings more timely, accurate and reliable information.This enables you to minimize customer / lead conflicts and reduce the ambiguity between processes and procedures.

The correlation between quality and knowledge sharing is crucial to an improvement environment. Organizational structures tend to adopt new technologies to facilitate and scale the flow of information. Therefore, these improvements will constantly affect the behavior, legal, ethical, and organizational cultures.


Best practices for operational excellence will occur effectively when leaders commit to quality practices. The results are achieved by stimulating knowledge, recruitment, training through appropriate and easy processes.

The most critical factor is to promote excellence in the minds of employees and to remain focused on the needs, perceptions, and expectations of customers. Acquire data and information as soon as possible helps filter out the best ideas, establishing structures that accept improvements and criticisms.

Building knowledge and execution structures strengthen strategies and enable leaders to promote and recognize best practices. And last but not least, to maintain excellence once achieved, these practices must be exposed to regular criticisms, reviews and improvements.

Raphael Gonçalves Arias


Raphael Gonçalves Arias

Product Marketing Analyst at SoftExpert, Raphael Arias has more than 8 years of experience in IT industry. He worked in consulting and implementation of SaaS solutions in logistics and risk management companies. Is graduated in Information Technology and MBA in Marketing.

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