Purpose This study aims to examine the evolution of Operational Excellence (OpEx) by integrating academic and practitioner perspectives, and to propose a conceptual framework that links past foundations with future themes shaped by digitalisation and sustainability. Design/methodology/approach The study is based on a qualitative thematic analysis of insights from 31 global experts (15 academics and 16 practitioners) who shared their perspectives on the definition, past highlights and future themes of OpEx. These empirical findings complement relevant literature to provide context and ensure theoretical grounding. Findings he study consolidates a working definition of OpEx in the digital era and identifies five dominant past themes (continuous improvement, quality culture, top management commitment, productivity and process enhancement and either leadership or tools and techniques). It further highlights five emerging future themes, with consensus on digital transformation, sustainability and human–machine integration, as well as divergence around agility/resilience versus holistic approaches and evolving leadership. A conceptual framework is proposed that synthesises these findings, showing the progression of OpEx from its foundations to its future priorities. Practical implications The framework offers managers a roadmap to align OpEx initiatives with the twin imperatives of digitalisation and sustainability. It provides sector-specific guidance: in manufacturing, leveraging data-driven Lean Six Sigma with Industry 4.0 tools; in services, strengthening culture and leadership to sustain improvement; and in the public sector, integrating agility and stakeholder engagement to enhance transparency and citizen value. Originality/value This paper contributes originality by bridging academic and practitioner viewpoints, consolidating a definition of OpEx for the digital age, and proposing a novel framework that connects historical foundations with future strategic themes. Unlike prior reviews, it explicitly positions OpEx as a socio-technical system integrating cultural, technological and sustainability dimensions, offering both conceptual clarity and actionable guidance for organisations.
Antony et al. (Fri,) studied this question.