This paper demonstrates that Operational Excellence (OpEx) and
Customer Experience (CX) do not have to clash against one another,
rather they should complement each other and reach equilibrium.
This white paper argues that while productivity is critical, relying solely on conventional productivity metrics can lead to misleading conclusions and potentially harmful decisions.
Whilst Planning is complex and spans multiple areas, there are some
relatively simple, common-sense principles and approaches that can be implemented and controlled to help
ensure the successful delivery of key outcomes.
