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Insights on Operations

Elevating customer experience excellence in the next normal

Companies that make the right investments now could build an enduring advantage in serving customers. Three priorities will be key.
Article

Reopening safely: Sample practices from essential businesses

– The safety protocols of hospitals, grocery stores, and other establishments that stayed open during the COVID-19 pandemic can... offer ideas for businesses preparing to welcome employees and customers back.
Article - McKinsey Quarterly

Reimagining industrial operations

– Through innovation, advanced analytics, digitization, electrification, and process efficiencies, carbon-intensive operations underpinning... the global economy can shape a more sustainable future.
Article

A new era for industrial R&D in Japan

– Japanese industry once led the world in research, product development, and innovation. It could do so again.
Article

Jump-starting resilient and reimagined operations

– COVID-19 has created an imperative for companies to reconfigure their operations, and an opportunity to transform them.

Special collections

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The productivity imperative in services

– The key to preserving—or increasing—margins in a period of strong growth is to improve productivity.
Collection

Customer First: Personalizing the customer care journey

Customer care functions that excel can differentiate their company from the competition. This compendium showcases what is possible when companies put customers first.
Collection

Zero-based productivity

ZBP aligns resources where they will matter the most and creates a culture of cost management to sustain the change over time.

Featured Video

Future of Asia: Manufacturing and supply chains
 

Singapore-based associate partner Alpesh Patel describes the three major technology developments that are radically changing manufacturing and supply chains, along with the steps CEOs and other senior executives must take in order to respond effectively.  

Future of Asia: Manufacturing and trade

Karel Eloot, Shanghai-based senior partner and coleader of McKinsey’s Operations practice and Internet of Things groups in Asia, identifies the critical trends in Asian trade that businesses must understand in thinking through their strategic moves as the region evolves.

How digital factories lead in the Fourth Industrial Revolution

McKinsey partner Enno de Boer and senior partner Katy George highlight research findings from the Global Lighthouse Network project and talk through the power of manufacturing innovation at scale.

Digital Manufacturing

Article

Preparing for the next normal via digital manufacturing’s scaling potential

– Achieving digital at scale can give European manufacturing the resilience and flexibility it will need to speed its recovery after... the coronavirus crisis—and beyond.
Podcast

How to master the seven-step problem-solving process

– Structured problem solving can be used to address almost any complex challenge in business or public policy.
Article

AI in production: A game changer for manufacturers with heavy assets

– Companies with heavy assets are improving throughput, energy consumption, and profit per hour with customized AI solutions.
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The future of manufacturing: Your people

– New technologies are an enabler, not merely a goal in themselves.

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MORE INSIGHTS

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Energizing industrial manufacturing through active performance management

– A new approach can help industrials gain greater visibility into performance and capture lasting gains.
Article

Beyond contactless operations: Human-centered customer experience

– As we look forward to the next normal, consumers are already demonstrating a preference for companies that deliver great service... while reducing risks all along the customer journey.
Article

Is your supply chain risk blind—or risk resilient?

– Operational risk to supply chains has been growing over the last several years—compounded by the ongoing impact from COVID-19.... Organizations need a new approach to manage risk and build resiliency.
Article

Pharma operations: The path to recovery and the next normal

– Pharma operations leaders have increased their focus on network risk management, agile and transparent operations, and shaping... the workforce of the future in the post-COVID-19 path to recovery.
Article

Digital collaboration for a connected manufacturing workforce

– Fourth Industrial Revolution technologies provide crucial support for factory workers to collaborate effectively—an even... more urgent requirement as physical distancing becomes the next normal.
Article

From surviving to thriving: Reimagining the post-COVID-19 return

– For many, the toughest leadership test is now looming: how to bring a business back in an environment where a vaccine has yet... to be found and economies are still reeling.
Article

The SG&A imperative in times of crisis

– A crisis presents unique challenges in making wise spending decisions. Zero-based principles can help leaders move SG&A investments... where they should be—rather than where they have always been.
Article

An executive primer on artificial general intelligence

– While human-like artificial general intelligence may not be imminent, substantial advances may be possible in the coming years.... Executives can prepare by recognizing the early signs of progress.
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Coronavirus’ impact on service organizations: Weathering the storm

– With thoughtful, judicious moves, businesses can manage coronavirus’ impact on the service sector and keep service personnel... supported and effective—even during a crisis.
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Managing a manufacturing plant through the coronavirus crisis

– Manufacturers can follow three guiding principles to keep their workers safe while preparing for increased uncertainty and long-lasting... changes to the work environment.
Article

Connecting the use-case dots in an IIoT transformation

– Transforming operations digitally means implementing dozens of use cases. By linking them together with a robust reference architecture,... the digital factory becomes more than the sum of its parts.
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Special Collection

Customer experience

Creating competitive advantage by putting customers first and managing their journeys.

Featured publications

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The great re-make: Manufacturing for modern times

– What does “great” operational excellence look like and how do we get there?
Collection

The work of leaders in a lean management enterprise

– Learn what successful lean leaders do to integrate new technologies and approaches, and to ensure that the practices that support continuous improvement also improve continuously.
Book

Unlocking Industrial Resource Productivity

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

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