A September 2015 survey of 150 Operational Excellence (Op Ex) professionals found that 38% of respondents listed Customer Experience (CX) as their number one priority in Op Ex. That’s both good news and bad news. The good news is that nearly 4 out of 10 Op Ex professionals recognize that CSX is central to Op Ex success. The bad news is that 62% – don’t.
There’s no doubt that Op Ex success also relies on other factors such as leadership and culture. But if an organization doesn’t put customers first – they may find themselves optimizing to a decreasing share of the market. Op Ex professionals will recognize the importance of focusing on customer experience as it has been part of the lean movement since 1988.