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Businesses today are challenged to perform, at all levels in the organization. Most are challenged to drive growth while increasing customer satisfaction, managing efficiency and reducing operational costs. Customers expect superior products and services and shareholders demand sustainable returns. Main clients' customers are increasingly demanding: Requiring greater choice in specification of products and services, and more flexibility, efficiency and quality in how service is provided. Yet this expansion in choice and service pace and quality must typically be delivered with minimum cost and with enhanced customer focus. In this context, understanding of operational effectiveness is essential, enabling focused intervention to address unprofitable and inefficient operations, and to deliver service improvements which will build customer satisfaction.
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