Operational Excellence

Centaurus Consulting considers Operational Excellence to be far more than simply a "methodology" or "best practice model". Our entire business model and value proposition is based on the axiomatic premise that Operational Excellence is a state of mind that is unequivocally endemic to professional service delivery in a globally competitive environment. Our clients should never consider a strategic partner that does not embrace this reality as seriously as our team of professionals.

Operational Excellence is the foundation and framework of any client engagement, service delivery or outsourcing operation at Centaurus Consulting. The concept is based on empowering our organization to achieve higher standards of quality and efficiency by integrating business process management and enabling service delivery to be measurable, predictable and repeatable.  

The principles of Operational Excellence form the framework of Business Process Improvement, Service Management, and provide our Outsourcing Delivery Centre with the ability to perform world-class services to our valued clients.

The Process Management Practices within Operational Excellence are:

• Process Documentation
• Process Metrics
• Process Risk Management
• Process Monitoring
• Process Control
• Visual Management 
• Stakeholder Collaborative Management   

Process Mapping

Process mapping is the most critical aspect of any project governed by the pricinples of Operational Excellence and services as the foundation for all subsequent practices.

Quality and detailed process documentation serves as the primary input to identifying the key factors behind process performance. It defines the process customer and supplier relationship as well as the content for detailed mapping which is necessary for simplication and standardization. Finally, it also serves as the framework and basis for the creation of Work Instructions and ultimately Training Materials.

Centaurus consultants normally generate the following documentation:

• SIPOC
• • Supplier, Inputs, Process, Outputs and Customer
  • Defines context, scope and customer requirements

• High Level Process Diagrams
• • Creates Sub-Process listing for Knowledge Transfer Framework
  • Defines Process Inputs, Outputs and Process Owners

• Detailed Process Diagrams
• • Allows for detailed workflow designs
  • Basis for Operational Desktop Procedures and Trainnig Materials

• Detailed Desktop Procedures
• • Step-by-Step Work Instructions supported by Screenshots and referenced to detailed process diagrams
  • Serves to support training of offshore personnel

Defining Process Metrics

Centaurus definition of process metrics involves identifying leading and lagging indicators and implementing repeatable data collection methods. It also requires the establishment of efficient data analysis and reporting tools so that we are able to use the metrics to drive effective process management and process improvement initiatives.

Management of Process Metrics benefit our clients by allowing Centaurus to:

• Evaluate process performance
• Identify key operational levers
• Manage service delivery through improved decision making
• Prioritize process improvement initiatives
• Provide excellent service delivery to our clients:

As detailed in our Service Management and Business Process Improvement capabilities, the utilization of metrics is absolutely critical towards ensuring the identification and accurate remediation of inefficiencies, resulting in sustainable cost effective solutions. 

Process Risk Management 

Risk Management in the context of Process Management is the practice of identifying and documenting potential process failures in order to prevent negative impacts on service delivery. Centaurus prides itself on rigorous implementation of general Risk Management and perceives its practice as far more than a one-off deliverable at the initial stages of client contact. Our organization believes that Risk Management is an ongoing process that continuously evolves and requires regular review with involvement from the client. Process Risk Management involves the analysis and prioritization of potential failures in order to minize risk.

Benefits of effective Process Risk Management to our Outsourcing clients includes:

• Minimized risk to client operations
• Improved conditions for Business Continuity
• Decreased risk of unexpected process failures resulting in proactive approach to managing customer expectations
• Faster response times from process owners in the event of unanticipated service delivery issues

Centaurus utilizes a Failure Modes and Effects Analysis (FMEA) modeling methodology as a highly effective framework to ensure that client benefits are maximized.

FMEA modelling involves the validation of key process inputs and the identification, evauation and prioritization of potential process failures. We rigorously identify both causes and effects of failures as well as corresponding mitigating actions. Centaurus believes that proper documentation and tracking of actions taken directly supports more effective risk mitigation at later stages.

Process Monitoring 

Process Monitoring is the practice of using Control Charts to achieve and maintain statistical control over a process by eliminating abnormal or special cause variation. This critical aspect of Operational Excellence provides Centaurus with the ability to determine when a process performance variation requires intervention.  

There are two types of variations:

• Common Cause Variation
• • A natural and random variation in the process that is perceived as predictable and indicative of stable performanc

• Special Cause Variation
• • The opposite of Common. A variation that is attributable to a specific action or event. Perceived as unpredictable and indicative of unstable process performance.

A Control Chart is a time plot showing process performance over time, average central tendency and statistical control limits. The purpose of implementing Process Monitoring within the greater framework of Operational Excellence is to enable the creation of pre-defined actions to react appropriately to process signals when required and eliminating unnecessary investigation.

Essentially, Process Monitoring brings a scientific precision to the implementation of Operational Excellence on a Centaurus outsourcing operation. Our clients benefit greatly when Centaurus is able to:

• Identify and differentiate process issues of an execution or design nature
• Prevent over-adjustment or tampering with processes that are operating within normal parameters
• Provide a foundation from which to achieve process repeatablity and predictability

Centaurus Consulting takes this principle of Operational Excellence very seriously as it enables us to fulfill our commitment of continuous process improvement and allows for early detection of potential issues with service delivery.

Process Control 

Process Control is the natural continuation of Process Monitoring and enables Centaurus Consulting to define and implement proactive responses and measurements to ensure that a given process is meeting target performance indicators and standards.

In order to achieve successful control planning, the following procedures must take place:

• Identification of key process inputs and outputs

• Selection of appropriate Control Method
• • This may include the defined Metrics or Control Charts

• Creation of the Control Plan

• Update of relevant Process Documentation to reflect changes

The Control Plan inputs are:

• The FMEA Model
• Data Collection Plan
• High Level Process Diagrams

Process Control directly supports one of the three critical cornerstones of Operational Excellence: Predictable Performance. It benefits our clients by allowing Centaurus Consulting to manage transformation and establish stability more effectively in unforeseen circumstances. It also enables early detection and thus prevents potential problems from becoming actual problems. In essence, Process Control encourages proactive resolution of process issues within our Offshore Operations.  

Visual Management

Visual Management is the practice of managing process performance by displaying and consistently updating process standards, performance scorecards and productivity targets in the operational theatre. Centaurus principles of Visual Management are designed to naturally promote a healthy competitive operational environment resulting in increased productivity and quality of service to our clients.

Visual Management is an absolutely vital aspect of Operational Excellence as it serves as the bridge between the methodology and the operational specialists directly involved. Visual Management allows our operational specialists to embrace Operational Excellence in an involved and inclusive manner, promoting ownership and accountability of the results.

Benefits of Visual Management within the context of Operational Excellence are numerous and include:

• Real time transparency into critical performance data
• Immediate acknowledgement of performance issues
• Informed and prompt remediative actions
• Increased support for continuous improvement mindset among operational staff  

Centaurus Consulting has experienced numerous successful implementation of Visual Management, resulting not only in increased productivity but also in staff morale and proactiveness. Our experience has shown that ownership and publication of results is directly related to increased quality, innovation and overall sustainainability of performance.

Stakeholder Collaborative Management 

Stakeholder Collaborative Management (SCM) is a set of interdependent, structured interactions that organizes and presents performance data to enable relevant stakeholders to consistently and proactively coordinate management operations in our Offshore Outsourcing Delivery Centre. The interactions in this case would typically present themselves in the form of meetings, teleconferences or other means of communication between our Operational Specialists and the client.

Obviously, the SCM would be designed and implemented based on standardized best practice but would also be tailored to the specifics of each engagement with the aim of maximizing value and minimizing protocol.

Benefits of effective Stakeholder Collaborative Management include:

• Clear responsibilities and accountabilities
• Stated objectives and designated leaders
• Set measure, frequency and defined actions
• Through the involvement of appropriate team members in a disciplined structure, our operations become process-dependent and not person-dependent
• Efficient interactions between Centaurus and client
• Faster communication of tasks and innovative ideas through an established structure 

Business Process Outsourcing

Please feel free to browse the rest of our website, including our Business Process Outsourcing Offering.

We have a related section dedicated to the practice of Service Management in our Service Delivery Centre as well as Centaurus application of Operational Excellence to our Business Process Improvement Consulting. For more information on Centaurus Methodology please see our approach to Strategic Risk Management and Business Continuity Management.

As a potential client of Centaurus Consulting, you may be inspired to Contact Us after reviewing the diverse array of offshore outsourcing and consulting services that we offer.