Challenges, Motivation, Benefits, and Success Factors for the Adoption of Operational Excellence

Michael Sony and Raja Jayaraman

Chapter 8 in Operational Excellence for the Public Sector:A Practical Guide for Senior Executives, 2026, pp 181-205 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Governments around the world strive to provide better public services to their citizens. Failing to do so can result in criticism of the government nationally and internationally, and it may even lead to electoral defeats. Public sectors in both developed and developing economies face numerous challenges, which can be divided into two main areas: increased economic pressure and rising demand for services. During any economic crisis, pandemic, or period of rising unemployment, the demand for public sector services, such as the NHS and social services, increases exponentially. Furthermore, most public sector organisations operate below their full potential in terms of efficiency and effectiveness. This chapter examines the challenges, motivations, benefits, and success factors of successfully implementing operational excellence (OPEX) in the public sector. It first explicates the inherent challenges posed by the application of OPEX in the sector, followed by motivations, benefits, and success factors.

Keywords: OPEX; Operational Excellence; Lean; Six Sigma; Public Sector; Management; Business (search for similar items in EconPapers)
JEL-codes: H83 L15 L38 M11 M14 (search for similar items in EconPapers)
Date: 2026
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