Chapter 20. Operational Excellence
A company can seize extraordinary opportunities only if it is very good at the ordinary operations.
—Marcel Telles
This chapter is about measuring or assessing the quality of service operations. It proposes an assessment tool and gives examples of how to use it to evaluate an individual service, a team, or multiple teams.
In Chapter 19, we discussed how to create KPIs that drive desired behavior to achieve specific goals. This chapter describes an assessment system that evaluates the degree of formality and optimization of processes—that is, whether processes are ad hoc, or formal, or actively optimized. This assessment is different than KPIs in that it gauges teams on a more generic level, one that is more ...
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