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Operational responsiveness is a quality of a business process or supporting IT solution, which indicates its ability to respond to changing conditions and customer interactions as they occur.
An operationally responsive business process or IT solution is one that reacts quickly and effectively to a wide range of business events as they occur, and is also one that is managed in such a way as to be rapidly and effectively evolved in response to changes in the business environment itself so as to drive both consistency and value of business outcomes.
The key difference between operational responsiveness and related concepts like process optimization and agility is the implied continuous improvement of business results, as opposed to merely continuous improvement of process metrics or the cost of implementing changes.
Improving operational responsiveness requires significant changes in either the elements linked together in a functional system, the linkages between subsystems, or both. This is true whether the system is organizational, technology-based, and so on.
To meet these objectives, the business owner of the process or solution must regularly assess its activities and business performance and then execute well-informed decisions regarding adjustments to its operation. An operationally responsive process or solution must directly support these assessment activities by providing relevant information to feed the decision-making process.
Operational responsiveness can also be applied to organizations. An operationally responsive organization is one that is consistently effective in making appropriate and timely decisions - about individual customer requests, about short term fluctuations in operating conditions, about changes in the overall business environment - and then executing on those decisions. This means not only reacting quickly, but routinely applying all of the relevant available information to make the best possible decisions.[1]
^[1], Steven C. Prenovitz's article on translating strategy into operational results.
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