Our Insights


Improving the customer experience to achieve government-agency goals

– The benefits of a customer-centric strategy aren’t limited to private-sector businesses. Government agencies at every level can gain by putting the needs and wants of citizens first.

Customer experience

Customer Experience

More insight into creating competitive advantage by putting customers first and managing their journeys.

Featured publication

Unlocking Industrial Resource Productivity

Unlocking Industrial Resource Productivity

– This e-book examines five core beliefs to increase profits through energy, material, and water efficiency.

Want to learn more about how we help clients in Operations?



Seizing India’s capital-goods opportunity

– India’s domestic capital-goods sector is under-developed, weighed down by low investment in technology and talent. That may be... changing.

Buried treasure: Advanced analytics in process industries

– The full power of advanced analytics requires not only acquiring new technology and analytics solutions, but also helping people... improve their expertise and adopt new ways of working.

Sustaining the momentum of a transformation

– Five elements can keep bad habits from reasserting themselves.

The role of the chief transformation officer

– The individual charged with leading change must have multiple capabilities.

Setting aspirational targets

– Companies should bear in mind four principles during the target-setting part of the transformation process.

The role of the transformation office

– Pace and rhythm are important in planning and execution.

Transforming HR and culture: An interview with Banco de Crédito del Perú’s Bernardo Sambra

– An HR leader describes how an effort to increase his bank’s efficiency meant challenging the bank’s culture—and... himself.
Article - McKinsey Quarterly

Can you achieve and sustain G&A cost reductions?

– Yes, but not by playing it safe. Set big goals, insist on a cultural shift, and model from the top.

Warehousing value: An interview with Sky Deutschland’s Sebastian Hauptmann

– A new perspective revealed hidden value in warehouse operations—and a new way of working with logistics-services providers.

Transforming operations management for a digital world

– When combined, digital innovation and operations-management discipline boost organizations’ performance higher, faster,... and to greater scale than has previously been possible.
Article - McKinsey Quarterly

McKinsey Quarterly 2016 Number 3: Overview and full issue

– This issue of the Quarterly, available here as a PDF download, includes a CEO’s guide to customer experience, new... research on the technical feasibility of automating jobs, and an incumbent’s guide to digital disruption.


Operations extranet

Operations Extranet

Our extranet provides distinctive operations knowledge and access to a network of operations professionals at leading companies around the globe. Free access is granted to existing and potential clients.

Connect with our Operations Practice