Flevy Management Insights Q&A
How can we optimize our business support functions to enhance operational excellence?


This article provides a detailed response to: How can we optimize our business support functions to enhance operational excellence? For a comprehensive understanding of Operational Excellence, we also include relevant case studies for further reading and links to Operational Excellence best practice resources.

TLDR Optimize support functions through Strategic Planning, Shared Services, Digital Transformation, and Continuous Improvement to achieve Operational Excellence and drive performance.

Reading time: 5 minutes

Before we begin, let's review some important management concepts, as they related to this question.

What does Operational Excellence mean?
What does Shared Services Model mean?
What does Digital Transformation mean?
What does Continuous Improvement mean?


Optimizing support functions in an organization is a critical step towards achieving operational excellence. These functions, including Human Resources, IT, Finance, and Administration, provide the necessary backbone for the core operations to run smoothly. However, inefficiencies in these areas can lead to increased costs, reduced productivity, and ultimately, a diminished bottom line. In the context of what are support functions in business, it's essential to understand that these are not mere back-office tasks but pivotal elements that can drive strategic advantage when optimized effectively.

The first step in optimizing these functions is to conduct a thorough assessment of current operations, identifying areas of redundancy, bottlenecks, and underperformance. This requires a deep dive into the processes, technologies, and human resources that constitute the support functions. Consulting firms like McKinsey and Deloitte often use a framework that evaluates the efficiency, effectiveness, and alignment of support functions with the organization's strategic goals. This assessment provides a clear picture of where improvements are needed and helps in prioritizing initiatives.

After the assessment, the next phase involves reengineering processes to eliminate inefficiencies. This may include automating routine tasks, consolidating similar functions across different departments, and introducing more agile methodologies. For instance, adopting cloud-based solutions can streamline IT operations, while a unified HR platform can enhance employee experience and productivity. These changes not only improve the speed and quality of support services but also free up resources to focus on more strategic initiatives.

Implementing a Shared Services Model

One effective strategy for optimizing support functions is implementing a Shared Services Model. This approach consolidates various support functions into a single, centralized unit that serves multiple departments or business units. The rationale behind this model is to achieve economies of scale, standardize processes, and improve service delivery. A report by Accenture highlights that organizations adopting shared services can achieve cost savings of up to 30% in their support functions.

In implementing a shared services model, it's crucial to ensure that the transition is smooth and that the new unit is aligned with the organization's overall strategy. This involves setting clear service level agreements (SLAs), establishing robust governance structures, and investing in technology that supports the centralized functions. Moreover, change management practices must be in place to address any resistance from employees and to ensure that the benefits of the new model are clearly communicated across the organization.

Real-world examples of successful shared services implementation include multinational corporations like Procter & Gamble and General Electric. These companies have reported significant improvements in the efficiency and effectiveness of their support functions, leading to reduced costs and better service quality. By centralizing operations, they were able to standardize processes, leverage technology more effectively, and focus on strategic initiatives.

Are you familiar with Flevy? We are you shortcut to immediate value.
Flevy provides business best practices—the same as those produced by top-tier consulting firms and used by Fortune 100 companies. Our best practice business frameworks, financial models, and templates are of the same caliber as those produced by top-tier management consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture. Most were developed by seasoned executives and consultants with 20+ years of experience.

Trusted by over 10,000+ Client Organizations
Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.
AT&T GE Cisco Intel IBM Coke Dell Toyota HP Nike Samsung Microsoft Astrazeneca JP Morgan KPMG Walgreens Walmart 3M Kaiser Oracle SAP Google E&Y Volvo Bosch Merck Fedex Shell Amgen Eli Lilly Roche AIG Abbott Amazon PwC T-Mobile Broadcom Bayer Pearson Titleist ConEd Pfizer NTT Data Schwab

Leveraging Technology for Digital Transformation

Technology plays a pivotal role in optimizing support functions. The digital transformation of these areas can lead to significant improvements in efficiency, cost reduction, and service quality. For example, implementing artificial intelligence (AI) and machine learning algorithms in customer service can automate responses to common queries, freeing up staff to handle more complex issues. Similarly, advanced analytics can provide deeper insights into financial performance, helping to drive more informed strategic decisions.

However, leveraging technology effectively requires a clear digital strategy that aligns with the organization's overall goals. This strategy should include a roadmap for technology adoption, focusing on areas where digital tools can have the most significant impact. It also requires investment in upskilling employees to ensure they have the skills needed to leverage new technologies effectively. Consulting firms like Bain and BCG offer frameworks and templates for digital transformation that can guide organizations through this process.

Examples of technology-driven optimization include companies like Amazon and Netflix, which have used data analytics and AI to revolutionize their operations. Amazon's use of AI in logistics and supply chain management has significantly improved efficiency, while Netflix's recommendation engine has enhanced customer experience. These examples highlight the potential of technology to transform support functions and contribute to operational excellence.

Continuous Improvement and Performance Management

Optimizing support functions is not a one-time initiative but an ongoing process that requires continuous improvement. Implementing a robust performance management system is crucial in this regard. This system should include clear metrics and KPIs to measure the performance of support functions, regular reviews to assess progress, and mechanisms for feedback and adjustments.

Continuous improvement methodologies like Lean and Six Sigma can be particularly effective in support functions. These approaches focus on eliminating waste, reducing variability, and improving quality. By applying these methodologies, organizations can ensure that their support functions are always aligned with strategic goals and are operating at peak efficiency.

Finally, fostering a culture of innovation within support functions is essential. Encouraging employees to identify improvement opportunities and to experiment with new ideas can lead to significant enhancements in processes and technologies. This innovative mindset, coupled with a strategic approach to optimization, can drive operational excellence across the organization.

In conclusion, optimizing support functions is crucial for achieving operational excellence. By assessing current operations, implementing shared services, leveraging technology, and fostering continuous improvement, organizations can enhance the efficiency and effectiveness of these critical areas. With a strategic and focused approach, support functions can become a source of strategic advantage, driving improved performance and competitiveness.

Best Practices in Operational Excellence

Here are best practices relevant to Operational Excellence from the Flevy Marketplace. View all our Operational Excellence materials here.

Did you know?
The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.

Explore all of our best practices in: Operational Excellence

Operational Excellence Case Studies

For a practical understanding of Operational Excellence, take a look at these case studies.

Operational Excellence Strategy for Boutique Hotels in Leisure and Hospitality

Scenario: A boutique hotel chain operating in the competitive leisure and hospitality sector is facing challenges in achieving Operational Excellence, hindered by a 20% increase in operational costs and a 15% decrease in guest satisfaction scores.

Read Full Case Study

Operational Efficiency Enhancement in Renewable Energy

Scenario: The organization is a mid-sized renewable energy operator struggling with scaling its operations effectively.

Read Full Case Study

Operational Excellence Enhancement in Semiconductor Industry

Scenario: The company is a mid-sized semiconductor firm grappling with production inefficiencies and escalating operational costs.

Read Full Case Study

Operational Excellence Reformation Project for a Fintech Company

Scenario: A rapidly evolving fintech firm is grappling with the scaling hitches inherent to its meteoric rise in the competitive industry.

Read Full Case Study

Operational Excellence Improvement Initiative for a Global Retailer

Scenario: A large multinational retail corporation is struggling with operational inefficiencies.

Read Full Case Study

Operational Excellence in Telecom for High-Growth European Market

Scenario: The telecommunications firm in the European market is facing challenges in sustaining its Operational Excellence amidst a rapidly expanding customer base.

Read Full Case Study

Explore all Flevy Management Case Studies

Related Questions

Here are our additional questions you may be interested in.

What is effectiveness and efficiency in management?
Effectiveness in management is about achieving goals through Strategic Planning and Leadership, while efficiency focuses on Operational Excellence and resource optimization. [Read full explanation]
What role does employee empowerment play in achieving operational excellence, and how can it be fostered within an organization?
Employee Empowerment is crucial for achieving Operational Excellence by enhancing innovation, efficiency, and market competitiveness, fostered through leadership, clear communication, and providing necessary tools and resources. [Read full explanation]
How to calculate OEE using Excel?
Use Excel to calculate Overall Equipment Effectiveness (OEE) by setting up a structured template for Availability, Performance, and Quality metrics, enabling dynamic and actionable insights. [Read full explanation]
What impact will the increasing emphasis on remote work have on operational excellence practices?
The shift to remote work necessitates the adaptation of Operational Excellence frameworks to include Digital Transformation, Performance Management, and a culture of trust, enhancing efficiency and employee satisfaction. [Read full explanation]
What are business support functions?
Support functions like Human Resources, IT, and Finance are essential for maintaining infrastructure and enabling core business operations to thrive efficiently. [Read full explanation]
What is time study in management?
Time study in management systematically examines and records task times to optimize processes, improve productivity, and set performance benchmarks, aiding in Operational Excellence and Strategic Planning. [Read full explanation]

Source: Executive Q&A: Operational Excellence Questions, Flevy Management Insights, 2024


Flevy is the world's largest knowledge base of best practices.


Leverage the Experience of Experts.

Find documents of the same caliber as those used by top-tier consulting firms, like McKinsey, BCG, Bain, Deloitte, Accenture.

Download Immediately and Use.

Our PowerPoint presentations, Excel workbooks, and Word documents are completely customizable, including rebrandable.

Save Time, Effort, and Money.

Save yourself and your employees countless hours. Use that time to work on more value-added and fulfilling activities.




Read Customer Testimonials



Download our FREE Strategy & Transformation Framework Templates

Download our free compilation of 50+ Strategy & Transformation slides and templates. Frameworks include McKinsey 7-S Strategy Model, Balanced Scorecard, Disruptive Innovation, BCG Experience Curve, and many more.