Transitioning Operations Contribution from Support Function to Strategic Driver: A Unified Maturity Model for the AI Era

In the contemporary business landscape, operations have transitioned from a mere back-office support role to a pivotal source of competitive advantage. Factors such as digital transformation, globalised customer expectations, and environmental pressures have converged to create a complex environment for operations leaders. According to a recent study on the future of the workforce by Deloitte, 76% of executives indicate that their operations functions are inadequately prepared to tackle these multifaceted challenges. As a result, the traditional paradigms of operational excellence prove insufficient in navigating this evolving landscape.
While the classic Hayes-Wheelwright model has served as a guiding framework for operations management over several decades, organisations today encounter a landscape that is increasingly influenced by technological disruptions, imperatives for sustainability, and a volatility characterised by unpredictable economic factors, such as tariffs. A more comprehensive framework is needed.
This article introduces a unified operations maturity framework that integrates four critical dimensions: strategic contribution, AI readiness, operational resilience, and sustainability practices. By systematically assessing and advancing through these four dimensions, organisations can cultivate operations that are not only resilient but also strategically positioned to gain a competitive edge in this
rapidly evolving business environment.