The Operational Excellence Framework is anchored in and steered by organisational priorities. The process starts with executive management setting an 'attitude' for the program. By selecting one of a range of common scenarios or developing a custom one, the subsequent assessment and improvement program are guided by the organisation's goals.

In the midst of normal service delivery, it's hard to make the time for improvement initiatives, but when we take a breath and lift our eyes to the horizon, we realise what our biggest challenges are. The Operational Excellence Framework seeks to bake improvement into the culture of the delivery organisation.

The Operational Excellence Framework is also designed to provide concise, ongoing visibility of status and progress.

It's important to us that everyone involved in the program has a consistent and shared view of the plan and progress to keep the plan relevant and aligned.

The Assessment phase of the Operational Excellence Framework is a rapid appraisal of current status across 5 major domains (People, Leadership, Customer Experience, Functional Maturity and Commercial Contribution).

Remediation Planning is performed in light of the 'attitude' set by Exec Management. This sets organisational goals, and determines the areas of largest delta from the desired performance level, and therefore the priorities for the the plan.

The remediation plan is tracked on an ongoing basis as part of Continual Improvement. A periodic reassessment of all areas is used to track the impact of the actions taken and overall operational health.