Operations

In fiercely competitive global and dynamic environments, companies face increasing pressures to exceed customer expectations along multiple performance measures, such as cost, quality, flexibility and innovativeness. To outperform their competitors, many firms make the mistake of mimicking their rivals, rather than focusing on developing the organisational capabilities that competitors will find difficult to match over the long term. And although operations are at the core of a firm’s value adding activities, few firms have sought to build a sustainable competitive advantage around these capabilities.