--- title: "Operational Excellence: Definition, Methodologies, and Steps" description: Discover the 10 fundamental principles of operational excellence, its methods, and key steps to successfully achieve and maintain it. image: https://blog.proactioninternational.com/hubfs/pai-operational-excellence-rs-en.png --- [![Proaction International, a dss+ company logo](https://blog.proactioninternational.com/hubfs/logo-proaction-dss-blog-en.svg) ](https://www.consultdss.com/proaction-international-is-now-dssplus/) [![UTrakk logo](https://blog.proactioninternational.com/hubfs/UTrakk-logo-RGB.svg) ](https://www.utrakk.com/) [![UTrakk logo](https://blog.proactioninternational.com/hubfs/UTrakk-logo-RGB.svg) ](https://www.utrakk.com/) [![Proaction International, a dss+ company logo](https://blog.proactioninternational.com/hubfs/logo-proaction-dss-blog-en.svg) ![Proaction International icon](https://blog.proactioninternational.com/hubfs/Proaction%20Blog%202022/images/proaction-mini.svg) ](https://www.consultdss.com/proaction-international-is-now-dssplus/) [![UTrakk logo](https://blog.proactioninternational.com/hubfs/UTrakk-logo-RGB.svg) ![UTrakk icon](https://blog.proactioninternational.com/hs-fs/hubfs/favicons/favicon-utrakk2.png?width=400&height=415&name=favicon-utrakk2.png) ](https://www.utrakk.com/) [PERFORMANCE INSIGHT](https://blog.proactioninternational.com/en?hsLang=en) - [Leadership Development](https://blog.proactioninternational.com/en/tag/leadership-development?hsLang=en) - [Operational Excellence](https://blog.proactioninternational.com/en/tag/operational-excellence?hsLang=en) - [Management Digitalization](https://blog.proactioninternational.com/en/tag/management-digitalization?hsLang=en) - [Industry 4.0 and 5.0](https://blog.proactioninternational.com/en/tag/industry-4-0-and-5-0?hsLang=en) - [Case Studies](https://blog.proactioninternational.com/en/tag/case-studies?hsLang=en) - [Videos](https://blog.proactioninternational.com/en/tag/videos?hsLang=en) - [Free Resources](https://blog.proactioninternational.com/en/tag/free-resources?hsLang=en) [All Topics](https://blog.proactioninternational.com/en?hsLang=en) ## CONTENTS #### Share this article ** ** ** ### Download a PDF version. ## Operational Excellence: Definition, Methodologies, and Steps to Achieve it ![pro_utra](https://blog.proactioninternational.com/hs-fs/hubfs/Proaction%20Blog%202022/images/pro_utra.png?width=641&height=71&name=pro_utra.png) Downloaded on: October 1, 2024 [Home Blog](https://blog.proactioninternational.com/en?hsLang=en) [Operational Excellence](https://blog.proactioninternational.com/en/tag/operational-excellence) Operational Excellence: Definition, Methodologies, and Steps to Achieve it end_cont # Operational Excellence: Definition, Methodologies, and Steps to Achieve it ![Adeline de Oliveira](https://blog.proactioninternational.com/hubfs/adeline648x648test.webp) [Written by Adeline de Oliveira](https://blog.proactioninternational.com/en/author/adeline-de-oliveira)  • July 15, 2025 ![Female worker in a blue shirt, working at a workstation in a workshop, two colleagues chatting in the background](https://blog.proactioninternational.com/hubfs/pai-operational-excellence-rs-en.png) Every company, even successful one’s, must implement strategies to continuously improve and excel. However, this doesn’t necessarily require major initiatives or spectacular transformation projects. In reality, change often occurs gradually, discreetly, and consistently. [Sustainable change](https://blog.proactioninternational.com/en/change-management-strategies-for-manufacturing?hsLang=en) in operations is never easy but small, repeated adjustments anchored in everyday practices can deeply transform the entire organization and take it further on its path toward excellence. In this article, discover what is operational excellence, its core principles, and benefits for organizations. Learn proven methodologies for supporting operational excellence, and the steps for achieving and maintaining it over time. ### Key takeaways: - **Operational excellence goes beyond efficiency** – it’s about building a culture where every team member actively contributes to value creation and problem-solving. - **Leadership discipline is essential to maintain long-term gains and drive consistent performance** across all levels of the organization. - **Continuous improvement tools **like Kaizen and PDCA** are effective** only when combined with daily routines and frontline engagement. - **Measuring maturity and operational performance provides the clarity needed** to target the right priorities and track progress over time. - **Sustainable excellence requires structure**, not only in tools and processes, but also in behaviors, communication, and accountability systems. ### Save this article as PDF Download a PDF version of this article for easy offline reading and sharing with colleagues. [Download](https://blog.proactioninternational.com/en/operational-excellence-definition#pop-up1) ### Download this article in PDF format ## What is operational excellence? Operational excellence is an operations management philosophy based on three fundamental pillars: - Continuous [process improvement](https://blog.proactioninternational.com/en/7-simple-steps-for-implementing-the-lean-process-improvement?hsLang=en) - Creating customer value - Active employee involvement IBM describes it as an organizational culture in which management and employees are invested in the company's results and are empowered to implement change. As for Kevin J. Dugan, founder of The Institute for Operational Excellence, he defines it as the stage where employees can identify the customer value chain and autonomously correct it in the event of a disruption or interruption. In other words, in a company driven by operational excellence, everyone understands their role in the value chain and has the tools and authority to take meaningful action to improve it – without waiting for instructions from above. This autonomy thrives in a culture where leadership, discipline, and [problem-solving](https://blog.proactioninternational.com/en/problem-solving-methods-for-manufacturers?hsLang=en) are embedded in everyday routines. [![3 Methods to Implement Now HOW TO ACHIEVE OPERATIONAL EXCELLENCE Download our Whitepaper](https://no-cache.hubspot.com/cta/default/3433793/016d0a48-ed6d-474f-bbe2-c32e970c6661.png)](https://cta-redirect.hubspot.com/cta/redirect/3433793/016d0a48-ed6d-474f-bbe2-c32e970c6661) ## Why is operational excellence important? Because operational excellence focuses on improving systems and processes, it has a cross-functional impact and directly supports the company’s business strategy, regardless of its industry (healthcare, manufacturing, construction, technology, etc.) or size. An organization committed to this approach seeks to eliminate waste, streamline operations, improve efficiency, and strengthen team agility. It adopts Lean Manufacturing principles, focusing on minimizing waste and identifying inefficiencies such as overproduction, excess inventory, and waiting times. Here are the top benefits of operational excellence: ### Improved operational performance - Cost savings due to reduced operating costs - Optimized resource utilization - Improved process efficiency - Rapid detection of problems and anomalies ### Strengthened organizational agility - Leaner, more predictable, and scalable operations - Increased adaptability to unforeseen events or market changes ### Empowered and engaged teams - Employee empowerment leading to a proactive and accountable workforce - Improved teamwork and cross-functional collaboration - Facilitated problem-solving - Increased well-being, motivation, and productivity ### Increased customer value and customer satisfaction - Improved product or service quality - Better customer experience and higher customer satisfaction - Greater responsiveness to expectations ### Sustainable competitive advantage - Culture of continuous improvement and innovation - Differentiation through rigor, reliability, and responsiveness - ​​Foundation for long-term business success ## The 10 core principles of operational excellence Developed by the prestigious Shingo Institute, the [Shingo model](https://shingo.org/shingo-model/) identifies ten core principles of operational excellence applied in the world's most successful companies. These pillars serve as a guide to help organizations reach operational excellence. ![Infographic showing the 10 principles of operational excellence, arranged in a circle and accompanied by icons and descriptions](https://blog.proactioninternational.com/hs-fs/hubfs/pai-blogue-operational-excellence-info1-en.png?width=600&height=588&name=pai-blogue-operational-excellence-info1-en.png) ### Respect every individual Everyone has unique potential and deserves to be considered a key player in the company’s performance. This means actively involving employees in [improvement initiatives](https://blog.proactioninternational.com/en/process-improvement-examples-drive-excellence?hsLang=en), valuing their ideas, [promoting their health](https://blog.proactioninternational.com/en/importance-of-health-and-safety-in-the-workplace?hsLang=en) and well-being, and supporting their professional development. Respect also extends to customers, suppliers, and partners. ### Lead with humility It’s essential to recognize that improvement is both necessary and possible. Managerial humility is a strength. It allows managers to realize that they can learn from everyone, regardless of their position. Humble leadership encourages active listening, openness to [constructive criticism](https://blog.proactioninternational.com/en/next-level-employee-engagement-how-to-give-constructive-feedback?hsLang=en), and the creation of a work environment that fosters shared progress. ### Seek perfection Perfection may be out of reach, but the pursuit of excellence fosters a culture of rigor and high performance. Organizations that strive for excellence are never satisfied with the status quo – they are driven by a constant desire to do better and achieve more. ### Embrace scientific thinking Scientific thinking and practices – experimentation, data collection, [root cause analysis](https://blog.proactioninternational.com/en/5-whys-method-solves-problems-faster?hsLang=en), and incremental adjustments – allow to innovate without fear of failure. Companies move forward by testing, measuring, and learning. ### Focus on processes Results depend on the quality of processes. When a problem arises, the root cause should be sought in working methods. Improving business processes means sustainably improving [operational performance](https://blog.proactioninternational.com/en/operational-performanc-the-key-to-operational-excellence?hsLang=en). ### Ensure quality at the source Quality shouldn’t be controlled only at the end of the supply chain – it's built at every stage of the [manufacturing process](https://blog.proactioninternational.com/en/techniques-manufacturing-process-improvement?hsLang=en). Detecting and correcting errors early, before they have a major impact, helps prevent them from spreading and enhances operational reliability. ### Flow and pull value This means ensuring that daily activities are carried out with rigor, consistency, and efficiency. By responding precisely to customer demand, without delays, disruptions, or waste, organizations can create long-term value. Flawless execution is a key driver of overall performance. ### Think systemically An organization is a system of complex interactions. Local actions often have ripple effects. Adopting systemic thinking means understanding the interdependencies between operations and optimizing the organization as a whole, rather than improving each department separately. ### Embody vision and purpose All employees must align with the organization's vision, strategic and [operational objectives](https://blog.proactioninternational.com/en/operational-goals-definition-steps-examples?hsLang=en), and priorities. When every level of the organization is aligned, everyone can work together more effectively and contribute in a coordinated way to achieving results. ### Create value for customers Customers are the ultimate judges of value. That’s why it's essential to understand customer needs and expectations, respond to them accurately and consistently, and continually improve their experience. A customer-centric culture ensures that these priorities shape every action and decision. [![DRIVING OPERATIONAL EFFECTIVENESS At BombardierRead the case study](https://no-cache.hubspot.com/cta/default/3433793/15e519db-0f1b-4ed9-895e-beac77e2ac5b.png)](https://cta-redirect.hubspot.com/cta/redirect/3433793/15e519db-0f1b-4ed9-895e-beac77e2ac5b) ## Methodologies and tools to support operational excellence Many operational excellence methodologies and tools can be used to achieve operational excellence, most of which fall under Lean, Six Sigma, and Kaizen.   ### Lean Manufacturing [Lean Manufacturing](https://blog.proactioninternational.com/en/lean-management-waste-free-management?hsLang=en) is a Japanese management methodology that maximizes customer value while eliminating waste. Inspired by the Toyota Production System, it’s based on simple but [powerful principles](https://blog.proactioninternational.com/en/lean-principles-to-achieve-operational-excellence?hsLang=en): continuous improvement, pull production, standardization, team involvement, and customer focus. The goal of Lean Manufacturing is to produce only what’s needed, at the right time, with minimum resources, while ensuring quality. A combination of [Lean tools and methodologies](https://blog.proactioninternational.com/en/14-lean-tools-for-continuous-improvement?hsLang=en) can be used to achieve this objective: - [**5S**](https://blog.proactioninternational.com/en/everything-about-5s?hsLang=en), a workplace organization methodology based on five Japanese words: Seiri (Sort), Seiton (Set in Order), Seiso (Shine), Seiketsu (Standardize), and Shitsuke (Sustain). 5S promotes cleanliness, safety, order, and operational efficiency in daily activities. - [**Kanban**](https://blog.proactioninternational.com/en/kanban-in-lean-manufacturing-how-to-use-it?hsLang=en) is a visual management system for controlling and regulating production or service flows. It signals replenishment needs or task progress to avoid waste related to overproduction and stockouts.        - [**Leader Standard Work**](https://blog.proactioninternational.com/en/leader-standard-work?hsLang=en), an essential practice in Lean Management, creates a consistent and organized framework helping leaders effectively manage people, business processes, and performance. It promotes stability and operational discipline. - **Value Stream Mapping (VSM)** is a process mapping model used to analyze all workflow steps – from start to delivery – to identify bottlenecks, waste, and improvement opportunities. - **SMED** **(Single-Minute Exchange of Dies)** is a rapid tool change methodology that reduces setup and machine downtime. It increases flexibility and reduces losses due to downtime. - **Poka-Yoke** is an error prevention system that generally uses simple or visual devices to prevent defects upstream and improve quality at the source. - **Andon** is a visual representation or audible device that instantly signals a problem on a production line. It promotes quick responses from all team members to avoid deviations. ### Six Sigma [Six Sigma](https://blog.proactioninternational.com/en/six-sigma?hsLang=en) is a process improvement methodology focused on reducing defects, controlling variability, and ensuring customer satisfaction. This business strategy is structured around two methodologies: - [**DMAIC**](https://blog.proactioninternational.com/en/dmaic-process-to-optimize-operations?hsLang=en) is the most common tool. It’s used to optimize an existing process following five key steps – Define, Measure, Analyze, Improve, and Control. - **DMADV** is a methodology for developing new processes. It also follows five steps – Define, Measure, Analyze, Design, and Verify. Combined with Lean principles, Six Sigma is a key strategy for structuring improvement initiatives, maximizing quality, and strengthening operational efficiency. ### Kaizen [Kaizen](https://blog.proactioninternational.com/en/kaizen-continuous-improvement-culture?hsLang=en), a Japanese word for "continuous improvement," is a continuous improvement methodology that requires active participation of employees. It’s based on the idea that incremental improvements can generate significant long-term results. Employees at all levels are encouraged to identify improvement initiatives and contribute to implementing them. Key Kaizen tools include: - [**PDCA**](https://blog.proactioninternational.com/en/pdca-method-complete-guide-lean?hsLang=en) **(Plan-Do-Check-Act)** to structure improvement cycles in an iterative, rigorous, and factual manner. - [**Visual management**](https://blog.proactioninternational.com/en/visual-management-tools-to-boost-performance?hsLang=en) to provide visibility on issues, track progress, and encourage employee engagement. ## How to achieve operational excellence While there is no single, universal path, there are key steps to ensure successful implementation of excellence strategies and practices in your business operations, ultimately leading to organizational excellence. ![List of steps to achieve OPEX, each in a rectangle with rounded corners and accompanied by an icon](https://blog.proactioninternational.com/hs-fs/hubfs/pai-blogue-operational-excellence-info2-en.png?width=600&height=681&name=pai-blogue-operational-excellence-info2-en.png) ### 1. Assess the state of your organization Before determining the way to go, you must understand the company's current situation and objectively assess its [operational maturity level](https://blog.proactioninternational.com/en/evaluate-your-operational-maturity-level?hsLang=en). This honest assessment can cover several areas: - [Employee engagement](https://blog.proactioninternational.com/en/employee-engagement-our-coaching-tips?hsLang=en) - [Manufacturing throughput](https://blog.proactioninternational.com/en/11-ways-to-increase-throughput-in-manufacturing?hsLang=en) - Process performance - Integration of [new technologies](https://blog.proactioninternational.com/en/industry-50-technology-human-machine-synergy?hsLang=en) - Consistent execution of tasks by all employees ### 2. Define a clear vision and measurable objectives Any change within an organization starts with a shared vision that aligns with your business needs and goals. This vision must then be broken down into clear, specific objectives. These objectives help define operational performance indicators, allowing you to measure results, track progress, and maintain focus on your priorities. ### 3. Involve employees The success of your operational excellence endeavor depends on employee buy-in and participation. To foster commitment from team members, they must be included and informed of the expected benefits for the organization and themselves. Strong engagement must be present at every level of the organization – from executives to [frontline managers](https://blog.proactioninternational.com/en/frontline-manager-complete-guide?hsLang=en) and floor teams. ### 4. Ensure continuous improvement Operational excellence strives to create a company culture where change is seen as an opportunity rather than a constraint. This requires the ability to challenge oneself, focus on continuously improving processes, practice open communication, and foster employee engagement to ensure the company stays ahead of its competitors. ### 5. Set the right key performance indicators Relevant data must be captured to measure progress and efficiently [manage operational performance](https://blog.proactioninternational.com/en/operational-performance-management-path-operational-excellence?hsLang=en). Examples of insightful [manufacturing KPIs](https://blog.proactioninternational.com/en/15-lean-manufacturing-kpis-you-need-to-track?hsLang=en) include Overall Equipment Effectiveness (OEE), customer satisfaction, cycle time, production rate, scrap rate, etc. These key metrics must be aligned with your organization's business needs, monitored regularly, and shared with employees to foster motivation and informed decisions. ## Turn operational excellence into a daily habit Operational excellence requires organizations to develop a collective mindset toward progress, agility, and discipline. This ongoing journey involves shaping a strong organizational culture that supports continuous learning and operational discipline at every level. Embracing this culture often requires changing habits, reviewing specific business processes, and accepting temporary discomfort in favor of lasting gains. It also requires strong leadership engagement, and open and regular communication throughout the transformation. It’s by engaging teams, [recognizing successes](https://blog.proactioninternational.com/en/employee-recognition-ideas?hsLang=en), and cultivating continuous learning that operational excellence can become a way of life. ## FAQ on operational excellence #### What is operational excellence? + Operational excellence is a philosophy of operations management based on continuous process improvement, customer value, and employee engagement. It empoweres every team member to detect disruptions in the value chain and resolve them autonomously, fostering a culture of leadership, discipline, and problem-solving. #### Why is operational excellence essential for organizations? + Operational excellence helps organizations reduce waste, streamline operations, enhance efficiency, and boost agility, benefitting industries like healthcare, manufacturing, technology, and construction. #### What are the core principles of operational excellence? + According to the Shingo Institute, there are 10 guiding principles: 1. Respect every individual 2. Lead with humility 3. Seek perfection 4. Embrace scientific thinking 5. Focus on process 6. Ensure quality at the source 7. Flow and pull value 8. Think systemically 9. Embody vision and purpose 10. Create value for customers #### How do Lean and 5S support operational excellence? + Lean methodologies focus on eliminating waste such as overproduction, waiting times, and defects. 5S (Sort, Set in order, Shine, Standardize, Sustain) organizes and streamlines workplaces. Together, they improve productivity, safety, quality, and employee engagement by fostering structured, efficient work environments. #### What steps should organizations take to achieve operational excellence? + To build and sustain operational excellence, companies should: - Assess current operational maturity and process performance. - Implement continuous improvement with Kaizen, Lean, Six Sigma, and PDCA. - Empower employees with tools, autonomy, and coaching. - Standardize and sustain through routines, active supervision, and audits. - Develop leadership discipline to maintain improvements over the long‑term. [ Operational Excellence ](https://blog.proactioninternational.com/en/tag/operational-excellence) [ Process Optimization ](https://blog.proactioninternational.com/en/tag/process-optimization) [ Lean ](https://blog.proactioninternational.com/en/tag/lean) [ Continuous Improvement ](https://blog.proactioninternational.com/en/tag/continuous-improvement) [ Performance ](https://blog.proactioninternational.com/en/tag/performance) ![Adeline de Oliveira](https://blog.proactioninternational.com/hubfs/adeline648x648test.webp) [**](https://www.linkedin.com/in/adeline-de-oliveira-03152891/) #### Adeline de Oliveira Writer and editorial manager for about 15 years, Adeline is passionate about human behavior and communication dynamics. At Proaction International, she covers topics ranging from Industry 5.0 to operational excellence, with a focus on leadership development. This expertise enables her to offer insights and advice on employee engagement and continuous improvement of managerial skills. ![PAI+UT_C4_PDF_Telechargeable_EN](https://blog.proactioninternational.com/hs-fs/hubfs/Proaction%20Blog%202022/images/PAI+UT_C4_PDF_Telechargeable_EN.jpg?width=1275&height=1650&name=PAI+UT_C4_PDF_Telechargeable_EN.jpg) ## Case Studies [ Leadership Development ](https://blog.proactioninternational.com/en/tag/leadership-development) [ Case Studies ](https://blog.proactioninternational.com/en/tag/case-studies) [ KPIs ](https://blog.proactioninternational.com/en/tag/kpis) [ Process Optimization ](https://blog.proactioninternational.com/en/tag/process-optimization) [ UTrakk ](https://blog.proactioninternational.com/en/tag/utrakk) [ Performance ](https://blog.proactioninternational.com/en/tag/performance) [ Leadership Development ](https://blog.proactioninternational.com/en/tag/leadership-development)   |   [ Case Studies ](https://blog.proactioninternational.com/en/tag/case-studies)   |   [ KPIs ](https://blog.proactioninternational.com/en/tag/kpis)   |   [ Process Optimization ](https://blog.proactioninternational.com/en/tag/process-optimization)   |   [ UTrakk ](https://blog.proactioninternational.com/en/tag/utrakk)   |   [ Performance ](https://blog.proactioninternational.com/en/tag/performance) #### [Cuisine Solutions Leverages Real-Time Data to Enhance Production Efficiency and Drive Growth](https://blog.proactioninternational.com/en/cuisine-solutions-leverages-data-to-enhance-production-efficiency?hsLang=en) by [Proaction International](https://blog.proactioninternational.com/en/author/team-proaction-international) Nov 15 [ Leadership Development ](https://blog.proactioninternational.com/en/tag/leadership-development) [ Case Studies ](https://blog.proactioninternational.com/en/tag/case-studies) [ Management Skills ](https://blog.proactioninternational.com/en/tag/management-skills) [ UTrakk ](https://blog.proactioninternational.com/en/tag/utrakk) [ Performance ](https://blog.proactioninternational.com/en/tag/performance) [ Management Digitalization ](https://blog.proactioninternational.com/en/tag/management-digitalization) [ Leadership Development ](https://blog.proactioninternational.com/en/tag/leadership-development)   |   [ Case Studies ](https://blog.proactioninternational.com/en/tag/case-studies)   |   [ Management Skills ](https://blog.proactioninternational.com/en/tag/management-skills)   |   [ UTrakk ](https://blog.proactioninternational.com/en/tag/utrakk)   |   [ Performance ](https://blog.proactioninternational.com/en/tag/performance)   |   [ Management Digitalization ](https://blog.proactioninternational.com/en/tag/management-digitalization) #### [Déli-Porc Develops an Agile, Digitalized Culture Focused on Optimization](https://blog.proactioninternational.com/en/deli-porc-develops-digitalized-management-for-outstanding-optimization?hsLang=en) by [Adeline de Oliveira](https://blog.proactioninternational.com/en/author/adeline-de-oliveira) Jan 24 [ Leadership Development ](https://blog.proactioninternational.com/en/tag/leadership-development) [ Case Studies ](https://blog.proactioninternational.com/en/tag/case-studies) [ Employee Engagement ](https://blog.proactioninternational.com/en/tag/employee-engagement) [ Management ](https://blog.proactioninternational.com/en/tag/management) [ Coaching ](https://blog.proactioninternational.com/en/tag/coaching) [ Management Skills ](https://blog.proactioninternational.com/en/tag/management-skills) [ Performance ](https://blog.proactioninternational.com/en/tag/performance) [ Leadership Development ](https://blog.proactioninternational.com/en/tag/leadership-development)   |   [ Case Studies ](https://blog.proactioninternational.com/en/tag/case-studies)   |   [ Employee Engagement ](https://blog.proactioninternational.com/en/tag/employee-engagement)   |   [ Management ](https://blog.proactioninternational.com/en/tag/management)   |   [ Coaching ](https://blog.proactioninternational.com/en/tag/coaching)   |   [ Management Skills ](https://blog.proactioninternational.com/en/tag/management-skills)   |   [ Performance ](https://blog.proactioninternational.com/en/tag/performance) #### [KEFOR Maximizes its Performance by Optimizing Manager Skills](https://blog.proactioninternational.com/en/kefor-maximizes-its-performance-by-optimizing-manager-skills?hsLang=en) by [Adeline de Oliveira](https://blog.proactioninternational.com/en/author/adeline-de-oliveira) Nov 13 [![Proaction International, a dss+ company logo](https://blog.proactioninternational.com/hs-fs/hubfs/Logo%20PAI%20et%20UTrakk%202023/PAI%20dss+/logo-proaction-dss-en-blanc.png?width=246&height=84&name=logo-proaction-dss-en-blanc.png) ](https://www.consultdss.com/proaction-international-is-now-dssplus/) 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