Operational excellence

Scope

Definition

Operational excellence is how managers plan, share and improve the work, so the center runs well every day.

Applicable to
  • Center Manager, Relationship Manager and Floor Manager
  • Every day, every center

Why it matters

Sk why
  • Clients feel it. A calm, well run center gives every client the same Leor experience.
  • The team grows. Clear tasks and shared work help staff learn and take ownership.
  • Problems stay small. We fix the cause once, so the same problem does not come back.

How it works

Four habits. Use them together, every day.

Sk steps
Prioritisation

Do the most important work first, not the loudest.

Delegation

Give the right task to the right person, with one owner.

Systematic approach

Work the same way every time, using our system.

Continuous improvement

Make one thing better every week, and keep it.

Never

Sk rule
  • Give a treatment task to someone who is not signed off for it.

Best practices

Sk tips
  • Protect a planning hour. Block 1 hour every week with no calls, only for planning and improvement.
  • Say why, not only what. Explain the goal of a task. People make better choices when they know why.
  • Make the work visible. Keep open tasks and owners on one list the whole team can see.
  • Thank in public, coach in private. Thank people in the Huddle. Talk about mistakes one to one.
  • Fix the process first. When something goes wrong, first ask which step failed, not who failed.
  • Keep changes small. Small changes are easy to test and easy to keep. Many small changes add up.

Mastery

Sk levels
  • Observe Joins the Huddle and Weekly Center Meeting and sees how a manager plans and shares the work.
  • Assist Plans own top 3 every day and runs one improvement with a manager.
  • Supervised Plans the team's day and gives every task an owner, with the Center Manager checking weekly.
  • Independent Runs priorities, tasks and weekly improvements for the center alone, and coaches others.

Words to know