Operations strategy|4 Capabilities that Drive Operational Improvement

4 Capabilities that Drive Operational Improvement

March 16, 2026

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Summary.

Why do some companies outperform others even when they adopt the same operational improvement practices? For instance, in banking, HSBC, Bank of America, American Express, Citi, NatWest, and Westpac have all implemented Lean, Six Sigma, and similar Operational Excellence practices. Yet their outcomes vary widely. Some, such as Bank of America and HSBC, have gained market share and boosted customer satisfaction, while others, such as Royal Bank of Scotland and Westpac, have plateaued or fallen behind.

Vijaya Sunder M is an award-winning author and a global thought leader in Operational Excellence. He’s recognized among the world’s top 50 thought leaders by PEX Network, IQPC. He is a recipient of ASQ’s Crosby Award, and IAQ’s Walter Masing Award, among other recognitions. He is currently an Assistant Professor of Operations Management and Program Director for Operational Excellence for Leaders Programme at the Indian School of Business. Previously, he was the Head of Business Process Excellence at the World Bank Group. Connect with him on LinkedIn.

Kevin Linderman is a global thought leader in Six Sigma and is among the top 10 most productive and influential scholars of 2020 per Decision Science Journal. He is currently the Department Chair and Professor of the Supply Chain & Information Systems Department at Penn State University’s Smeal College of Business. He is known for his work on behavioral factors and emerging technologies shaping operational performance, resilience, and supply chain transformation. Connect with him on LinkedIn.

4 Capabilities that Drive Operational Improvement

Summary.

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4 Capabilities that Drive Operational Improvement

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