1.1 Learning Objectives

Define operational excellence and its role in supporting a company’s strategy as well as the company’s ability to meet customer needs.

Identify the five customer value dimensions and describe how operational excellence can help you create and deliver them.

Identify and discuss the primary design and control decisions that determine how efficiently and effectively a firm’s operations transform inputs into more highly valued outputs.

Be able to discuss order winners, order losers, and order qualifiers and how they influence priorities for value-creation investments.