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Operational Excellence

Operational Excellence – or opex for short – has as many diverse definitions around the world as business analysis and project management.

It touches upon contact centre metrics, organisational design, process improvement, and much much more.

But what is has to hold right at its heart is the continuous improvement mindset and culture. Tomorrow can always be better.

What system, process, culture, metric, or management technique, can I make better tomorrow from what I do today? Strive for that change every day and you are working towards operational excellence. Opex projects can sometime hides behind process and procedure, but ultimately I always think of it as mindset. Better never stops.

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