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…
BPIR Categories14.3.2 Implement an improvement approach/method/technique
6.4.1 Improve process/service performance
14.3.4 Conduct a business excellence assessment.