Operational

_Excellence
 How will you achieve Operational
Excellence?

a) Continuous improvement activities

b) Improve utilization of resources
c) Reducing cost
d) All of the above
e) None of the above
Continuous improvement activities are
done to:
a) Eliminate waste
b) Improve productivity
c) Lower cost
d) All of the above
e) None of the above
Journey
 Nine Questions for Operational
Excellence
1. Why do you do continuous improvement?
2. What is the best way to do continuous improvement?
3. How do you know where to improve next?
4. Why do you strive to create flow?
5. What causes the death of flow?
6. What would your shop floor look like if you applied
every continuous improvement tool?
7. What would your office look like if you applied every
continuous improvement tool?
8. What would your supply chain look like if you applied
every continuous improvement tool?
2012 Institute for Operational Excellence. All Right Reserved.
9. Where will your improvement journey will take you?
 Eight Steps to Achieve
Operational Excellence
1. Design a lean flow using lean guidelines
2. Implement a lean flow
3. Make the lean flow visual
4. Create standard work for the lean flow
5. Make abnormal flow visual
6. Create standard work for the abnormal flow
7. Teach employees to maintain and improve the flow to
the customer
2012 Institute for Operational Excellence. All Right Reserved.
8. Free management to work on offense
 Relation with

Operational Excellence
1. Mass produce
2. Minimum product margin
3. Fast moving product
4. Scattered Retail & sales point
5. Cost competitives
_ Costumer
Intimacy
customer intimacy as their core
competitive strategy.
 Harvard
Business Review
The concept of customer intimacy was
coined over 20 years ago by Harvard Business
Review

Customer intimacy requires developing deep,

long-term client relationships to better
understand and address their business
requirements in a way that delivers value
value not as perceived by the law firm, but
as defined by its clients
 Costumer Intimacy: Marked shift
Technology can enable firms to execute a customer
intimacy strategy, but a marked shift in approach to IT
adoption is required

Top of clients value list is responsiveness. A firms

technology system must support the organisation
in understanding client requirements. Fundamental
to this is access to a 360-degree client view. Only
then can a firm demonstrate its appreciation of the
clients challenges and devise solutions that deliver
against expectation.
 Costumer Intimacy: Strategic investment
To achieve customer intimacy, law firms need to
strategically invest in single, extensible technology
systems that support flexibility, agility and
dynamism in the organisation. Such capability is
critical to operationalising customer intimacy.

Picture this: a partner meeting a client clicks on

the customers tab through a customised dashboard
on a laptop to provide a high-level performance
report on current matters. The client highlights a
problem with a specific matter, so the partner drills
down and spots a course of action that may have led
to the issue. During discussions, the partner
provides a solution to correct the situation and even
suggests an approach to pre-empt another
potential issue from arising.
 Home works
1. Kumpulkan 3-5 Ulasan/Tulisan/Uraian/Kajian
dari Internet tentang: OPERATIONAL
EXCELLENCE
2. Kumpulkan 3-5 Ulasan/Tulisan/Uraian/Kajian
dari Internet tentang: COSTUMER INTIMACY
3. Buatlah 2 lembar uraian dengan bahasamu
sendiri sesuai dengan pendapatmu