Operational Excellence
in Practice
Operational Excellence as a business discipline.
My ACE development path was not limited to learning improvement methodologies. It combined structured training with practical application, business cases and measurable operational results.
Developed within United Technologies, the Achieving Competitive Excellence Operating System connected quality and productivity management with customer value, operational performance, employee engagement and financial results.
The experience became an important foundation for the way I later approached Customer Service leadership, process transformation and organizational change.
Building a high-performance culture.
Achieving Competitive Excellence (ACE) brought together advanced principles of quality and productivity management. Within UTC it served as an operating system supporting continuous process improvement, waste elimination, problem-solving and disciplined decision-making.
The model connected how the organization worked with what it delivered — quality products and services, lean processes, on-time delivery, engaged employees, a safe working environment and strong business performance.
One of its strongest principles was the direct connection between operational excellence, quality management, business results and the customer value stream. The customer perspective was further reinforced through the Service Excellence philosophy.
From learning the methodology
to applying it in business.
ACE in Practice
Initial individual training introducing the ACE operating system and its application within UTC.
Structured Learning
Formal e-learning certification program covering quality, lean processes, continuous improvement and change management.
Applied Practice
Practical application of ACE techniques through VSM, KAIZEN and improvement projects supported by qualified ACE practitioners.
ACE Certification
Completion of the United Technologies ACE Certification Program at Associate Level.
A rigorous learning path combined with practical application.
Building practical improvement capability.
Applying ACE to real operational challenges.
Service Maintenance Process
Value Stream Mapping focused on the process from new customer acquisition through transition into service support.
Lead time reduced from 21–30 days to 7–14 days.
30 short-term and 15 long-term solutions, incorporating the customer experience journey perspective.
Spare Parts & Repairs Orders Management
Application of ACE process disciplines to operational order-management activities supporting service delivery.
Callbacks Management
Process improvement work focused on strengthening operational follow-up and service execution.
Suspended Units · New Standard Work
KAIZEN work focused on creating a new standard for managing stopped units and improving operational response.
Market Feedback Analysis · New Standard Work
Redesign of the customer feedback process, including transactional surveys following service and repair visits.
Improvement measured through results.
Achieving Competitive Excellence
The certification process combined completion of formal learning modules, practical VSM and KAIZEN workshops with qualified ACE trainers and project teams, documented business cases and verification of demonstrated results.
The final certification confirmed practical capability in applying Operational Excellence principles to real business and customer-service processes.
How it shaped my leadership approach.
United Technologies Operating System
ACE had been a core element of United Technologies’ operations and business performance since 1996. United Technologies operated across high-technology building and aerospace businesses, with Otis Elevator Company as one of its business units.
The methodology also gained external recognition. In 2014 a licensing agreement enabled Porsche Consulting to use the ACE trademark and implement principles of the ACE operating system.
In November 2018 UTC announced its intention to separate into three independent companies — UTC Aerospace, Otis and Carrier — with the transformation completed in 2020.
The value was never in learning the tools.
It was in knowing how to apply them.
ACE provided an early foundation for the way I approach operational leadership today — connecting customer value, process excellence, people, data and change with measurable business performance.