Operational Excellence

This case study examines how XYZ, a rapidly growing French tech company, applied operational excellence to sustain value delivery during its scale-up. Initially, the firm’s fast expansion created complexity, inefficiencies, and quality issues that hindered customer satisfaction and productivity. A systemic analysis revealed that the engineering department had become the organization’s primary bottleneck. Drawing on the Theory of Constraints and Operational Excellence frameworks, the study identifies root causes across people, processes, and management systems, emphasizing the limits of the start-up mindset and the lack of mature engineering practices. The paper proposes practical recommendations—forming cross-functional feature teams, reducing work in progress, allocating time for unplanned tasks, and applying root cause analysis—to increase throughput and simplify operations. By embedding agile and continuous-improvement principles, XYZ rebalanced performance, enhanced collaboration, and restored value delivery capacity, demonstrating how operational excellence can transform a start-up’s growth into sustainable scalability.