Operational Excellence Programme

Case Study

Context

A multinational technical services company wanted to embed continuous improvement across its operations. Performance was inconsistent, and there was no common framework to drive efficiency, quality, and engagement.

Challenge

• Operations managed with inconsistent standards across business units.

• Limited engagement from frontline staff in improvement initiatives.

• Fragmented efforts that lacked a unifying behavioural and operational framework.

Our Approach

We designed and rolled out an Operational Excellence Program that combined lean principles with a structured behaviour-change framework:

• Introduced the OE Framework – Think, Act, Stay – to shape how teams approach, execute, and sustain improvement.

• Embedded lean practices into everyday workflows, ensuring improvements translated into measurable outcomes.

• Developed training and coaching materials to empower local managers and frontline teams.

• Linked behaviour change to leadership accountability, reinforcing operational discipline from top to bottom.

Outcome

• Tripled engagement with quality reporting and improvement activities.

• Achieved measurable productivity gains across key service lines.

• Established a sustainable culture of continuous improvement, underpinned by a clear behavioural framework.

Specialty Tie-in

• Operational Excellence & Productivity – Demonstrates how structured frameworks and behaviour change (Think–Act–Stay) drive engagement, efficiency, and scalable performance.