In its drive for operational excellence (OPEX), a division of a large credit card business built a process management system for its operations and used hoshin kanri to deploy strategic objectives, establish process teams and implement dashboards. The project was limited to the top three layers of the organisation. In the first year, the leader of the programme focussed on building alliances with finance, integrating OPEX tools and principles into the annual planning cycle, and educating key lea...

BPIR Categories

14.3.2 Implement an improvement approach/method/technique
6.4.1 Improve process/service performance
14.3.4 Conduct a business excellence assessment.

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