Service Operational Excellence
The Foundation for Enterprise Excellence in Service and Knowledge- Work Organisations
Service and knowledge-work organisations, across public and private sectors, are widely seen as the least effective and efficient. Their struggles stem from rising organisational complexity, digital demands, shifting workforce expectations, and outdated management methods.
For over 20 years, we have helped these organisations execute more effectively in this environment—improving service quality, customer experience, costs, and staff morale. Today, we are recognised internationally as the go-to experts for solving performance challenges in service and knowledge-work organisations.
We have earned an international reputation for being the "go to" experts for helping solve the performance problems of service and knowledge-work organisations and/or functions.
We have developed a suite of programmes that consists of the following three fundamental elements:
Initiate
Building Capability for Service Operational Excellence
Key objectives:
- Select the right methodology
- Develop compliance structures
- Create a capability-building framework
- Support divisions in adoption
- Secure leadership commitment
Accelerate
Embedding Continuous Improvement
Key objectives:
- Strengthen leadership commitment
- Refine diagnostics and measurement
- Integrate excellence into target-setting
- Verify capability effectiveness
- Support divisional implementation
Sustain
Embedding a Culture of Excellence
Key objectives:
- Apply advanced Service Operational Excellence tools
- Align improvement goals with KPIs
- Establish organisation-wide Continuous Improvement structures
- Monetise improvements to guide initiative selection
- Enhance visual management practices
- Deepen leadership engagement and commitment
Consistent results
Expertivity’s Programmes deliver sustainable performance gains—typically 28% on average. (with results ranging from 15% to 40%.)
Whether you have travelled some of the journey to operational/enterprise excellence, or are just beginning, Expertivity can help make sure that you achieve your key organisational objectives and goals. We offer a variety of program options, such as:
Pilot Programme
Test, Prove, Improve
A focused 10–12 week initiative to trial Operational Excellence before scaling.
Key outcomes:
- Test logistics and feasibility
- Prove value and uncover deficiencies
- Target areas with capacity, cost, or service challenges
- Apply lean tools and methods effectively
- Achieve performance gains of 15% minimum, typically 25–40%
End-to-End Process Improvement
Unlocking Full Business Value
We treat key processes as assets, improving visibility and performance across organisational boundaries.
Key outcomes:
- Gain full end-to-end understanding of critical processes
- Identify where value is created, lost, and distributed
- Improve responsiveness to opportunities and threats
- Reduce inefficiencies caused by limited process knowledge
Lean Service Operational Excellence
Driving Measurable Improvements
A structured 3–6 month programme that uses Lean tools to boost performance across all key metrics.
Key steps & benefits:
- Engage executives, managers, team leads, and teams
- Align business objectives and goals
- Assess current capability in demand, capacity, costs, quality, and customer service
- Apply Lean Operations Management tools, methodologies, and training
- Achieve overall performance improvements around 25%
competitive edge
customer satisfaction
business processes
start to finish
process maps
The 25 Steps Service Operational Excellence Fundamentals Programme
A structured, team-driven approach to improving productivity, efficiency, and ownership.
Key elements:
- Fully interactive and inclusive—engaging teams, leaders, and management
- Team-created, reviewed, and signed off to identify missing data and opportunities
- Continuous review of process steps, value, and flow to build deep operational awareness
- ServiceForce system reinforces daily operational discipline and data-driven behaviours
- Staff interface enables performance tracking and issue reporting
- Embedded routines ensure sustainability and continuous focus
- Tagline: “Engaging teams. Embedding discipline. Sustaining excellence.”
Our case studies demonstrate the effect we had on one financial services organisation in just 16 weeks.
Why Expertivity Technologies?
As Master Practitioners & Lean Operations Consultants we are trusted by top organisations across multiple industry sectors with complex environments to deliver against business priorities ranging from organisational process improvements to expert project management, strategy execution services to help organisations and their people perform to maximum potential.
Simply put: We have the experience, we have the know how and we always deliver on time and on budget!