Operational Excellence is Like a Web

Posted January 7th, 2007

A spider web is a good way to think about operational excellence. When a spider spins a web, it finds a sturdy starting point to anchor the first strand. When that strand is connected to both points, it has high tensile strength. Once all the strands are connected, the tensile strength of the entire web are multiplied. If one of the individual strands get broken, the entire web is weakened. The spider has to pay attention to the entire web and every strand, not just the strands that are easiest to maintain.

In my experience, companies that want to achieve operational excellence understand that a systemic approach is necessary. They cannot look at operational excellence as a project to improve procedures, for example. An effective procedure program is an element of operational excellence, but not the only element. Other necessary elements include administrative policies, human factors, training, performance measures, and an integrated lessons learned program.

After a major organizational accident, one company decided the “silver bullet” was to develop procedures, train people on the procedures, and address noncompliance with the procedures. While those things were necessary, we had to add several other elements to address all aspects of the sociotechical system. Simply, we addressed people, process, and technology. Then we had an Operational Excellence program that worked. The Operational Excellence web had the tensile strength to hold up and perform well over time. All the strands were constantly maintained.

We did not focus on one, and neglect the others. That is a recipe for problems. One has to be careful not to focus on one’s favorite solution or the solution one always uses. Lots of companies believe training is the fix-all for everything. Put more tools in the toolbox. Remember the saying that if your only tool is a hammer, everything looks like a nail.

This entry was posted on Sunday, January 7th, 2007 at 4:50 pm and is filed under Operational Excellence.