LASSIB 2012 Industry Advisory Report On Operational Excellence - Preview

2012 INDUSTRY ADVISORY REPORT ON OPERATIONAL EXCELLENCE
2012 LASSIB Society, All Rights Reserved
THIS REPORT IS MEANT FOR DISTRIBUTION TO PROFESSIONAL AND STUDENT MEMBERS of VARIOUS BODIES OF LASSIB SOCIETY ONLY.
LASSIB MEMBERS ARE AUTHORIZED TO FORWARD THIS REPORT TO OTHER CXOs WITHIN THEIR NETWORK. ALL OTHER INDIVIDUALS AND ORGANIZATIONS ARE PROHIBITED FROM ACCESSING AND FORWARDING THE REPORT THROUGH ANY MEDIA.
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LASSIB Society | Industry Advisory Report on Operational Excellence 2012 Page | 2 | 2012 LASSIB Society, All Rights Reserved.
Table of Contents
Foreword ................................................................................................................................................................ 4 Executive Summary................................................................................................................................................ 6 Operational Excellence Panel ................................................................................................................................ 8 1. 2. Current state of operational excellence in industry .............................................................................. 10 Industry Challenges, Influencers and Interventions .............................................................................. 12 2.1. Challenge: Constrain of senior management to focus on strategy and vision, due to operational challenges ......................................................................................................................................................... 12 2.2. 3. 3.1. 3.2. 3.3. 4. 4.1. 4.2. 4.3. 5. 6. 7. 8. 9. Challenge: Organizational inertia. Resistance to Adoption of technology & industry best practices 14 Crafting a sustainable future .................................................................................................................. 16 Adapt to Change.................................................................................................................................. 16 Compete in a global market place ...................................................................................................... 16 Adherence to rules of land and regulatory compliance..................................................................... 16 From Now to the new world .................................................................................................................. 17 Operational Excellence will be the responsibility of everybody ..................................................... 17 Greater emphasis ON FIRST time right ............................................................................................... 17 Be responsible to the community ...................................................................................................... 17 About LASSIB Society .............................................................................................................................. 18 About LASSIB CXO Round Table Conferences ........................................................................................ 18 LASSIB CXO Round Table Conference Supporters.................................................................................. 19 Other Contributors to the LASSIB CXO Round Table Conference ......................................................... 19 How you can leverage and support LASSIB Society ............................................................................... 20
COPYRIGHT 2012 LASSIB Society, All Rights Reserved. No part of this document may be modified, deleted, or expanded by any process or means without prior written permission from LASSIB Society.
T HIS REPORT HAS BEEN MADE POSSIBLE WITH THE SUPPORT OF LASSIB S OCIETY PARTNERS .
FOREWORD
Welcome to the Industry Advisory Report on Operational Excellence. This report captures the synopsis of the discussion and analysis held by the panel on Operational Excellence at the LASSIB CXO th Round Table Conference held in Mumbai on 14 July 2012. The conference had six focused themes driven towards achieving Organizational Excellence. These include: 1. Delivering Customer Value 2. Employee Satisfaction & Engagement 3. Improving Profitability 4. Learning and Development 5. Operational Excellence 6. Revenue Growth All the above, including Operational excellence are key to achieving excellence within any organization, be it a part of any business domain, geography or size. In this report we focus on the central views discussed towards state of Operational excellence and continuous improvement initiatives that organizations are working towards, or need to think about in order to excel. The exciting discussions and perspectives brought forward by a diversified set of CXOs indicate the current state of operational excellence practices in the industry, along with the challenges, opportunities for improvement and expected trends in the coming years. As economies and industries across the globe face difficult times, these findings serve a critical purpose. The point of views and suggestions in this report are generic and thought provoking in nature. This has been purposely done without providing references to specific industries as these can be applied to any organization striving for operational excellence. These findings should be used not only by functional leaders to gauge their readiness for change, but also by CXOs across the organizations to define how to best structure and align their continuous improvement initiatives to match the overall goals and vision of the organization. Please note that this report is the consolidation of the point of views of the panel in their individual capacity and is not endorsed by their respective organizations. This report has been made possible by seamless support of the Panel Chair, Panel Chief Editor, Panel Members, the LASSIB team and 9Pixels as the media partner for LASSIB. We hope you find the report valuable and helpful when defining the direction of your improvement initiatives.
Arun Hariharan
(Mr. Arun Hariharan) Panel Chair Operational Excellence Panel, President, Quality and KM Reliance Capital (Mr. Radhakrishnan Balagopal) Chief Editor Operational Excellence Panel, Lead Consultant Co-Founder LASSIB Society
EXECUTIVE SUMMARY
A decade ago the top priority list of a CXO used to be a very simple, crisp list including areas like enhancing core competencies, moving work to low cost destinations, capturing market share in emerging markets and so on. Today, post Lehman and the global credit crunch it is a new era, an era of black Swans and rapid technology obsolescence. These dynamic market developments have proved that they are capable of turning tables for market leaders by eroding their customer base and market share, sometimes in less than one quarter of a year. Organizations across the globe are facing unique challenges which are not always easy to comprehend and are influenced by many uncontrollable variables. These challenges could range from currency fluctuations, sovereign debt crisis to global terrorism. The business confidence is low and every penny spent is being questioned. In this new world where raising capital for expansion is extremely difficult and consistent cash flows are a key priority, operational excellence in core business processes seems to be the focus areas for each CXO. Given the above state of affairs, the challenges that organizations are grappling with include: Achieving Operational Excellence is viewed as the responsibility of senior management and quality team only, and not a responsibility of everyone Lack of a consistent long term, common vision for the entire enterprise Obtaining Continuous Customer feedback as a vital input to improve products and services Innovation and breakthrough improvements, as enterprises can no longer sustain themselves through incremental improvements Enterprises are not investing in their biggest asset People, in their drive to improve operational efficiencies
Some of the interventions required to address these key challenges include: Enterprises have to think global and long term. It is not good enough to be better than your competitor(s) in your backyard. In this globalized world, enterprises need to constantly identify early, changing customer behaviors, analyze patterns and trends, and innovate to create a niche for themselves. They need to build an organizational culture which will not only adapt to change but welcome it. They need to assess their organizations processes against globally accepted performance measures and models like Malcolm Baldrige National Quality Award, European Foundation of Quality Management (EFQM) and achieve breakthrough improvement by adopting Lean Six Sigma. The need of the hour is not about being good enough, in what is currently being done in their day to day operations and improving incrementally. That is a must for any organization to stay alive. Enterprises have to constantly benchmark with competition across the globe. This benchmarking should enable the organizations to innovate and achieve breakthrough improvements. Enterprises need to act responsibly to communities and strictly follow the rule of the land. Compliance risks like non adherence to regulations and safety measures, can catapult any market leader out of trade.
From now to the new world In the long run, enterprises should build an organizational culture where, irrespective of their functions, Operational Excellence becomes everybodys responsibility and each employee strives towards adding value to business and end customer. The life cycle of a product or service would need to be shortened keeping in mind that time to market would become the key differentiator for all organizations. In order to achieve this, enterprises would have to invest heavily in processes which ensure First Time Right (FTR) and First to Market (FTM). In tomorrows world, enterprises will be valued not only based only on their business potential and top and bottom-line growth, but also based on how responsible they are to the community in which they operate, to mother nature, and ultimately to their end customer(s).
OPERATIONAL EXCELLENCE PANEL

Panel Chair
Mr. Arun Hariharan, President, Quality & Knowledge Management, Reliance Capital
Panel Members
Mr. M K Mehta Senior General Manager, Mining Support, ACC Ltd
Mr. Haresh Hiranandani, Vice President, Service Quality, Kotak Mahindra
Mr. Prateek Kumar, DGM, Mining Support, ACC Ltd
Mr. Rajesh Kumar Dube, DGM PEX, Cognizant Life Sciences
Mr. Sameer Inamdar, National Head - Quality & Process Excellence, Bajaj Finserv Lending
Ms. Uma Seshadri, Deputy Head, Quality (SAP BU), L&T Infotech
Panel Chief Editor
Mr. Radhakrishnan Balagopal, Lead Consultant, Capgemini
Panel in Deep Discussion
Panel on Stage
1. CURRENT STATE OF OPERATIONAL EXCELLENCE IN INDUSTRY

In this
2. INDUSTRY CHALLENGES, INFLUENCERS AND INTERVENTIONS

2.1. CHALLENGE: CONSTRAIN OF SENIOR MANAGEMENT TO FOCUS ON STRATEGY AND VISION, DUE TO OPERATIONAL CHALLENGES
2.1.1. COMMON INFLUENCERS BEHIND THESE CHALLENGES AS OBSERVED IN THE

INDUSTRY
2.1.2. KEY INTERVENTIONS THAT NEED TO BE

PLANNED TO ADDRESS THESE CHALLENGE
2.2.
CHALLENGE: ORGANIZATIONAL INERTIA. RESISTANCE TO ADOPTION OF TECHNOLOGY & INDUSTRY BEST PRACTICES
2.2.1. COMMON INFLUENCERS BEHIND THESE CHALLENGES AS OBSERVED IN THE

INDUSTRY
Ri
2.2.2.
KEY INTERVENTIONS THAT NEED TO BE
PLANNED TO ADDRESS THESE CHALLENGE
3. CRAFTING A SUSTAINABLE FUTURE

3.1. ADAPT TO CHANGE
Any change is painful in any organization, it brings with it, its
is also essential to manage the change.
3.2. COMPETE IN A GLOBAL MARKET PLACE

The whole world is evolving to become a single market place
3.3. ADHERENCE TO RULES OF LAND AND REGULATORY COMPLIANCE
regulations and working with the Government collaboratively.
4. FROM NOW TO THE NEW WORLD

4.1. OPERATIONAL EXCELLENCE WILL BE THE RESPONSIBILITY OF EVERYBODY
In a globalized world, the competition will be so high that operational excellence and
4.2. GREATER EMPHASIS ON FIRST TIME RIGHT

The life cycle of a product or service would have shortened to such an extent that,
4.3. BE RESPONSIBLE TO THE COMMUNITY

All organizations have a commitment towards the community and the environment
5. ABOUT LASSIB SOCIETY

LASSIB Society is a not-for-profit organization focussed on Nurturing Next Generation Governance Globally. LASSIB Societys mission is to create and provide the world's most useful Governance Management resource centre and a set of certification programs, available for Individuals, Organizations and Governments at the lowest cost. Based on the principles on Gandhian Engineering, we deliver cutting edge industry research and enhanced value to the community at large. LASSIB Society organizes multiple events, enabling face-to-face interactions and virtual interactions among the global community.
6. ABOUT LASSIB CXO ROUND TABLE CONFERENCES

LASSIB Society hosts a series of high profile; power packed, peer-to-peer, invitation-only Round Table Conferences for C-Level executives with a focus on Nurturing Next Generation Governance Globally. These conferences are a rare opportunity for CXOs to network with fellow CXOs, share their experiences, learn from others successes and best practices. These conferences consist of a predefined set of themes which are most relevant to the industry, in that specific location. The CXO panel for each theme is engaged in a brainstorming session to understand the current state of the industry, the challenges, best practices and industry outlook for the future. All inputs from these sessions are captured in the Industry Advisory Reports (IARs) like this one. These IARs are a valuable resource for the industry at large, and serve to provide key insights that can be used by industry leaders to shape the strategy for their organizations. Please refer to http://www.lassib.org for details of all events of LASSIB Society.
7. LASSIB CXO ROUND TABLE CONFERENCE SUPPORTERS

The Round Table Conferences would not have been possible without the support of the following: Minitab remains the world's leading software for teaching statistics. More students worldwide have learned statistics using Minitab than any other software. Minitab also is the software used most often in Six Sigma, the worlds leading quality improvement methodology. Lucid Infotech specializes in collaborative business productivity software. It's latest product, OneSpace, provides a secure corporate workspace for project, process and content management in an easy-to-use UI for quickest user adoption. 9 PIXELS Entertainment is an Integrated Professional Media and Entertainment (M&E) company which creates and produces large scale innovative and profitable media concepts across all areas of entertainment and brings in over a decade of industry experience in the areas of Film and TV. Their goal is to maximize client's growth potential by providing specialized marketing services to expand their brand. They provide clients the opportunity to reduce their todo list by enlisting 9Pixels to handle specific areas of expertise.
8. OTHER CONTRIBUTORS TO THE LASSIB CXO ROUND TABLE CONFERENCE

Role IAR Editing IAR Reviewer IAR Design and Launch Conference Lead Facilitator Conference Coordinator Conference Coordinator Full Name Ms. Shilpa Kota Mr. Pavan Kota Mr. Srikanth Kodavanti Mr. Rana Pratap Singh Designation Secretary Executive President Chief Executive Officer Executive Vice President Organization LASSIB Society LASSIB Society 9 Pixels LASSIB Society
Mr. Ved Prakash Singh Mr. Varun Khare
Coordinator Coordinator
LASSIB Society LASSIB Society
9. HOW YOU CAN LEVERAGE AND SUPPORT LASSIB SOCIETY

Although LASSIB Society is a not for profit organization, it does not believe in raising funds through charitable means, without providing direct value to the contributor. There are many different ways in which organizations, institutions, governments and individuals across the globe are working with LASSIB Society to deliver value to themselves and their customers. LASSIB Society is proud to be associated with all of them in developing and delivering cutting edge solutions that have not only delivered quantified business value to them but also added thought leadership to the industry at large. Below are some ways in which you can leverage and support LASSIB Society. Leverage LASSIB for your initiatives Become an Individual or Organization Member of LASSIB. Benefits to you Access complete knowledge base including training materials, best practices, case studies, videos and webinars from LASSIB Society Network, learn and contribute to the fastest growing community of specialist, senior leaders from the industry Get latest updates, insights and research from the industry delivered to your Inbox Support to LASSIB Society Funds collected through membership fees are used to maintain and grow LASSIB knowledge base.
Visit https://lassib.org/ind ex.php/membership to know more about LASSIB membership options. Leverage Training and Certification in themes of Organization Excellence.
Consult with LASSIB experts to deliver business and customer value
Get trained from the leading experts from the industry who bring together years of experience and best in class training skills, tools and technologies Acquire not only knowledge but skills to implement the knowledge in real life scenarios Attain internationally respected certifications thereby adding value to your organization and yourself Join the growing panel of Accredited Training Providers (ATP) and Accredited Test Centers (ATC) of LASSIB Society to deliver value within your organization. Solve organization problems, create strategy, deliver customer value through best practices and proven tools & techniques
Training and certification fees charged by LASSIB Society are the lowest in the Industry in order to ensure these key components are available within reach to masses. The fees charged helps cover the cost incurred by LASSIB Society for hiring trainers and issuing certificates.
Participate in LASSIB Events
Network, brainstorm, and learn from industry leaders, face to face, over exciting discussions
Participate and leverage Industry Research
Understand the trends in the industry Identify common challenges and best practices Hear from experts on future forecasts
Consulting fees derived by LASSIB Society aids LASSIB to fund research, host events and provide free consulting services to organizations which cannot afford to pay yet. Sponsorship costs and delegate fees assist LASSIB in conducting these events and spreading the awareness within the community. By participating in building these reports, you provide the opportunity to LASSIB to share your knowledge with the rest of the industry.
Please refer to http://www.lassib.org for details on LASSIB Society or Send a note to contact@lassib.org to get connected to a LASSIB consultant or Call +91-9246185187 (India) to speak to a LASSIB Evangelist directly.
THOUGHTS FROM THE PANEL

"I would like to compliment the effort that has gone into creating this report. The most important aspect of this report to my mind is that it condenses the insights of professionals with years of experience in the field from diverse industries. Personally, I found being part of this panel to be a valuable learning experience." Mr. Arun Hariharan (Panel Chair) President, Quality & Knowledge Management, Reliance Capital
The industry advisor reports (IAR) are a humble endeavor by LASSIB to bring together the industry titans to brainstorm on the current challenges and propose long term solutions for addressing these challenges. The IAR on operational excellence is one among them. The industry advisor report on operational excellence gives a synopsis of what CXOs across industries shared about the current and future operational challenges and antidote for addressing them. This report is a testimony of what CXOs felt about how organizations and employees perceive operational excellence and how nimble they are to acclimatize to the changing environments and customer needs. It also reiterates the fact that there is no quick pill for excellence and the necessity to think, invest and act on long term goals. The report concludes by their view points on how operational excellence will be perceived in the new world. Mr. Radhakrishnan Balagopal (Panel Chief Editor) Lead Consultant, Capgemini
Headquarter Address: #5-62/9/22-B, V. V. Nagar, Street No. 8, Habsiguda, Hyderabad, Andhra Pradesh, India. PIN: 500007 Office: +91-40-40045614 | India Fax: +91-40-40045615 | Toll Free Number: 1-800-425-1388 Email: contact@lassib.org | Website: https://www.lassib.org/

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2012 INDUSTRY ADVISORY REPORT ON OPERATIONAL EXCELLENCE

2012 LASSIB Society, All Rights Reserved

OPERATIONAL EXCELLENCE PANEL

Mr. M K Mehta Senior General Manager, Mining Support, ACC Ltd

Mr. Haresh Hiranandani, Vice President, Service Quality, Kotak Mahindra

Mr. Prateek Kumar, DGM, Mining Support, ACC Ltd

Mr. Rajesh Kumar Dube, DGM PEX, Cognizant Life Sciences

Panel Chief Editor

Mr. Radhakrishnan Balagopal, Lead Consultant, Capgemini

Panel in Deep Discussion

1. CURRENT STATE OF OPERATIONAL EXCELLENCE IN INDUSTRY

2. INDUSTRY CHALLENGES, INFLUENCERS AND INTERVENTIONS

2.1.1. COMMON INFLUENCERS BEHIND THESE CHALLENGES AS OBSERVED IN THE

2.1.2. KEY INTERVENTIONS THAT NEED TO BE

2.2.1. COMMON INFLUENCERS BEHIND THESE CHALLENGES AS OBSERVED IN THE

KEY INTERVENTIONS THAT NEED TO BE

PLANNED TO ADDRESS THESE CHALLENGE

3. CRAFTING A SUSTAINABLE FUTURE

is also essential to manage the change.

3.2. COMPETE IN A GLOBAL MARKET PLACE

3.3. ADHERENCE TO RULES OF LAND AND REGULATORY COMPLIANCE

regulations and working with the Government collaboratively.

4. FROM NOW TO THE NEW WORLD

4.2. GREATER EMPHASIS ON FIRST TIME RIGHT

4.3. BE RESPONSIBLE TO THE COMMUNITY

5. ABOUT LASSIB SOCIETY

6. ABOUT LASSIB CXO ROUND TABLE CONFERENCES

7. LASSIB CXO ROUND TABLE CONFERENCE SUPPORTERS

8. OTHER CONTRIBUTORS TO THE LASSIB CXO ROUND TABLE CONFERENCE

Mr. Ved Prakash Singh Mr. Varun Khare

LASSIB Society LASSIB Society

9. HOW YOU CAN LEVERAGE AND SUPPORT LASSIB SOCIETY

Consult with LASSIB experts to deliver business and customer value

Participate in LASSIB Events

Participate and leverage Industry Research

THOUGHTS FROM THE PANEL

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