impact of operational perfomance:

Operational excellence and innovation have been found to be key factors for proper
performance and growth of an organization. This study looked at the performance of
the operational model at First National Bank – Zambia (FNBZ) and how the operations
model impacted on to the performance of the bank. The aim of the research was to
create an innovative strategic operational excellence framework that will enable, based
on defined organisational performance dimensions, to be applied in order to improve
and sustain organisational performance for FNBZ. The model used in this study was
developed from existing literature on organizational diagnostic models and from a
broad literature that identified the factors influencing the performance of an
organization based on operational excellence. The specific objectives of the study
focused on describing the dominant characteristics of operations, establishing the
barriers of implementing a strategic operational excellence model; and evaluating the
impact of the current operations model on organization performance at FNBZ. The
research process followed a pragmatic philosophical approach and was informed by a
cross-sectional case study. A mixed-method research design was applied. The study
population included employees as well as customers of the bank. The study applied
random sampling of 32 customers and 100 employees. The research also applied
purposive sampling on targeted employees for interview sessions. The results of this
study also provide key information on the relationship between the performance
measurement process and organizational performance and uncovers the close
relationship between operational excellence and innovation both key to strategy
development and management.
Keywords: Organisational Performance, Operational Excellence, Performance
Measurement Process, Operations Performance, Innovation, Strategy, Operations
Strategy.