- Topic 1: Competing on Operational Excellence
- 1.1 Learning ObjectivesThis is the current section.
- 1.2 Introduction
- 1.3 What Do Customers Value?
- 1.4 Operations—Where Customer Value Is Created
- 1.5 Tools: Total Order Performance
- 1.6 Conclusion
- 1.7 End-of-Topic Case: SCM—Sony de Mexico
- 1.8 Discussion and Practice
- 1.9 End-of-Topic Knowledge Check
1.1 Learning Objectives
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.