Flexibilities are involved in the process of decision-making. They offer much freedom of choice in terms of the selection of suitable actors who interact with the dynamic environment of the organization. This paper presents a systematic and holistic approach to ranking key actors responsible for the business excellence of an organization. The study highlights the area where the actors of the organization should focus on achieving desired business excellence. It portrays the outcome in the form that top management is the most influential actor since it is responsible for the formulation of the vision/mission of the organization along with the setting of plant quality targets, cost-saving targets, manpower planning, and policy formulation for energy-saving. Top management is followed by cross-function teams (CFTs) and the government of India (GOI) in terms of interaction with the various processes. The novelty of this case study is that it utilizes qualitative and interpretive tools for the analysis, which does not require much statistical knowledge to produce outcomes, and the results are easy to understand. The reported results are in consensus with the results reported by various studies that are conducted using quantitative tools like Analytic Hierarchy Process (AHP), Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS), total interpretive structural modelling (TISM), etc. that require statistical excellence for the calculation, interpretation, and dissemination of results to the general public and shopfloor employees Keywords: flexibility, decision making, situation-actor-process, learning-action-performance, interpretive ranking process, business excellence, top management, Government of India, cross-functional teams Highlights * Adopted qualitative and interpretive SAP-LAP framework of an organization for the identification key actors of the organization. * The adopted methodology is qualitative and interpretive and thus easy to implement and provides understandable results * The efficient interpretive ranking methodology is intuitive and evolving in nature and can be effective in multiple criteria decision-making * The depicted methodology is a fully formed tool for shop floor implementation even by the employees without much knowledge about statistical tools