Innovation in operational excellence in a complex environment

Innovation and complexity are interlinked with respect to their impact on service, structure, process or product. Process/product/service organisational innovation within a complex environment allows for excellence whilst acknowledging possibly divergent environmental, social, economic and business drivers and continued instability. Modern management thinking implies that any innovation or design activity be undertaken within a complex reality while maintaining alignment to the strategic intent and objectives. Innovation, in the design of operations in complex environments, is challenging and is as yet relatively unexplored. This research is based on a literature review and the resultant gap between the accepted linear modeling and the emerging complexities experienced. A framework for the development of an operational excellence model is presented that highlights the growing importance of operations and operational excellence in design. The model links the strategic intent, the product/service definition and the organisational structure in order to develop resilient organizations in terms of function and form. The framework looks at the structure design, the consequent job specification and the alignment to the people. Planning, design, improvement and measurement systems are in place. One deliverable of the model is continued business intelligence that has feedback and output. The focus is on innovation that results in resilience and information flows within a complex setting.