Westpac New Zealand Limited – New Zealand – New Zealand Best Practice Competition – 2025 (Operational Excellence Programme)

This best practice from Westpac New Zealand is the design and rollout of an Operational Excellence (Op Ex) framework, a new and repeatable way of working founded on the Baldrige methodology. This organization-wide program was created to break down internal silos and improve customer excellence by deploying a tailored leadership framework, clear end-to-end process ownership, and a new governance model across seven core “value chains”. The practice introduces Performance Forums and Delivery Co

BPIR Categories

2.3.1 Identify, plan & map key processes
8.1.3 Develop and administer governance system
14.3.2 Implement an improvement approach/method/technique