Proven Strategies to Achieve Operational Excellence When Scaling a Business

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In the ever-evolving business landscape, where competition is fierce, interest rates are rising, and market dynamics constantly shift, the ability to scale effectively is paramount to long-term success. However, scaling a business without careful consideration of operational excellence can lead to inefficiencies and inconsistencies and, ultimately, hinder growth ambitions.

As businesses embark on growth plans through corporate-owned location expansion or franchise unit expansion, establishing and maintaining a robust operational foundation is paramount. This involves defining well-structured processes, procedures, and protocols that seamlessly integrate across the entire footprint. Achieving operational excellence requires continuous improvement, constantly evaluating execution, seeking opportunities to enhance existing practices, and staying present to each one.

In the words of Justin Strickland, Managing Partner at Impact Brands, “Operational Excellence involves paying close attention to your current business, and not looking too far ahead to your future units or growth through new units.” Embracing a continuous improvement mindset ensures businesses are constantly refining their operations, optimizing efficiency, and maximizing profitability.

As interest rates rise, the financial implications of operational inefficiencies become increasingly pronounced. In an environment where external funding is likely to carry double-digit interest rates and be harder to secure, achieving operational excellence and maximizing unit-level profitability becomes even more crucial. By streamlining processes, minimizing waste, and optimizing resource utilization, businesses can enhance their bottom line and secure a strong footing for future growth.

What Is Operational Excellence?

Operational excellence is the cornerstone of sustainable growth and success in any business, particularly as organizations embark on scaling journeys. It goes beyond mere operations, encompassing a comprehensive business approach that prioritizes efficiency, quality, and profitability. It includes:


Standardization ensures that every unit operates according to the same high standards. For brick-and-mortar businesses, this means eliminating discrepancies across locations and fostering uniformity in customer experience, product quality, and overall service delivery. On the other hand, for digital brands, standardization can be achieved through systems and frameworks encompassing customer relations, internal processes, and more.

Training and Support

Operational excellence empowers employees to consistently deliver exceptional results. Comprehensive training programs equip employees with the knowledge, skills, and tools to execute standardized processes effectively.

Quality Control

Quality control is integral to operational excellence, ensuring that every aspect of the business operates at the highest standards. This includes rigorous oversight of product quality, customer service interactions, and overall operational performance.

Cost Management

Effective cost management is crucial for maximizing profitability and ensuring sustainable growth. Operational excellence involves identifying and eliminating waste, streamlining processes, optimizing resource allocation, reducing costs, and enhancing financial performance.

Technology and Systems

Technology is pivotal in enabling operational excellence. Adopting innovative systems and tools can automate tasks, streamline processes, and provide real-time data insights, empowering businesses to more quickly make informed decisions and optimize operations.

Marketing and Branding

Marketing and branding are not stand-alone functions but are integral to operational excellence. Consistent branding and messaging across all locations fosters brand recognition and loyalty among customers, enhancing the overall customer experience. This leads to overall business growth and an increase in market share.

Continuous Improvement

Operational excellence is a never-ending journey of self-evaluation and continuous improvement. Businesses must constantly evaluate and refine their processes, identify areas for optimization, and implement innovative solutions to stay ahead of the competition and achieve sustainable growth.

Compliance and Legal Requirements

Operational excellence encompasses adherence to all applicable laws, regulations, and industry standards. This ensures compliance with legal requirements and protects the business from potential liabilities, thereby fostering a strong reputation and safeguarding long-term success.

Why Is Operational Excellence Important?

Excellent businesses can seamlessly expand into new markets, leveraging their proven processes and standardized systems. This reduces the risk of new ventures and allows businesses to tap into new growth opportunities.

“There is a fine line in determining when it’s okay to start moving into new unit growth,” says Justin Strickland. “If you wait until you’re perfect, you’ll never grow. But if you move to expand too soon, and you don’t have the right processes established, you will be in trouble!”

Scalability and Consistent Brand Image

Operational excellence provides a framework for replicating proven processes, ensuring that each unit upholds the brand’s identity and delivers a uniform customer experience. This consistency fosters brand loyalty and attracts new customers, propelling the business forward.

Empowering Ownership

For businesses expanding through the franchise model, in particular, standardized processes and effective support systems are essential to succeed. This, in turn, cultivates a strong network of franchise partners who are invested in the brand’s growth.

Upholding Trust and Loyalty

Operational excellence helps ensure that every interaction and experience with the brand is consistent, regardless of the location or who’s operating it. This uniformity reinforces brand identity and customer loyalty, as customers can always expect the same quality, service, and value.

Maximizing Profitability

Operational excellence is about optimizing resource utilization, eliminating waste, and streamlining operations. This results in improved profitability, which fuels growth and enables businesses to invest in further expansion and innovation.

Attracting Investors and Franchisees

A business that embodies and prioritizes operational excellence is more attractive to potential investors and franchise partners. Investors see the potential for sustained growth and profitability, while franchisees are drawn to the well-established processes and support infrastructure that will help to ensure their success as owners/operators.

5 Strategies to Improve Operational Excellence

Achieving operational excellence requires a comprehensive approach involving process standardization, comprehensive training and support, robust quality control measures, strategic technology integration, and effective cost management strategies.

  1. Standardization of Processes

The foundation of operational excellence is establishing standardized operating procedures and guidelines that apply uniformly across all locations. Businesses should adopt documented standard operating procedures (SOPs) covering all aspects of the business, from customer interactions to inventory management and employee training. SOPs should be reviewed and updated at least annually to ensure maximum effectiveness.

  1. Comprehensive Training and Support

Operational excellence cannot be achieved without providing employees with the necessary knowledge, skills, and tools to execute standardized processes effectively. Businesses should invest in comprehensive training programs covering all aspects of the business, from product knowledge to customer service and operational procedures. 

  1. Rigorous Quality Control and Performance Metrics

Ensuring consistent quality and performance across multiple locations requires a robust quality control framework. Defining key performance indicators (KPIs) and tracking them regularly provides valuable insights into operational performance, enabling businesses to identify areas for improvement and make data-driven decisions. A favorite mantra at Impact Brands is “Inspect what you expect!”

  1. Strategic Technology Integration

Technology plays a pivotal role in enhancing operational efficiency and streamlining processes. Businesses should integrate point-of-sale (POS) systems, inventory management software, and data analytics tools to optimize inventory management, reduce waste, and gain valuable insights into operational trends. 

  1. Cost Management Strategies

Maintaining operational excellence while maximizing profitability requires a strategic approach to cost management. By sharing best practices and implementing innovative cost-saving strategies, companies can reduce operational costs without compromising quality, thereby enhancing their financial performance and paving the way for sustainable growth.


By building and adhering to standardized processes, providing comprehensive training, implementing robust quality control measures, leveraging technology effectively, and employing cost-saving strategies, businesses can establish a solid foundation for expansion while maintaining consistency, customer satisfaction, and brand integrity.

At Impact Brands, we are committed to partnering with businesses on their journey toward operational excellence. Our team possesses extensive experience in scaling through corporate expansion, franchising, and a hybrid blend of corporate-owned and franchise unit growth. This deep experience enables us to provide valuable insights and guidance to founders seeking to expand effectively. As Justin emphasizes, “We are experienced in growing companies, and we know what good looks like.” 

Connect with our team if you’re ready to embrace operational excellence and increase your brand’s value through enterprise strategy. Together, we can embark on a transformative journey to strengthen your business foundation, enhance customer satisfaction, and pave the way for continued success in the ever-evolving business landscape.