Service Operations
Transform customer experience, enterprise efficiency, and effectiveness through operational excellence

Improve customer experience and operations

We transform customer experience across traditional and digital touchpoints throughout the customer journey, creating value in customer-care and service businesses.

Digitize operations to improve customer and employee experience

We guide the design and implementation of next-generation operating models to support the user journey, leveraging the latest automation technologies and analytics at scale.

Improve enterprise productivity

We will improve your organization’s performance and health across corporate business functions and back-office operations, including automating back-office processes at scale. We’ll show you how to use zero-based productivity to align resources and offer recovery and transformation services for a dramatic turnaround.

Make a transformational change

We guide clients to embed agile ways of working and continuous improvement at scale through management systems, culture, and building capabilities, such as lean management programs.

By the numbers

30–80%

productivity increase

20–30%

cost savings through automation

increase in customer satisfaction

Featured solution

Customer-experience solution: Periscope

Provides an integrated view of the customer journey across channels and touchpoints, identifying those that are most and least effective, in order to build strategies around what is working

Featured capabilities

McKinsey Capability Center

We have launched our worldwide network of digital capability centers to aid in developing the future of manufacturing.

Afiniti

Uses behavioral data analytics to match call-center agents and callers.

Featured video

Over time, organizations of all kinds—whether manufacturers or service providers, governments or not for profits—become awfully complicated. Lean management helps them engage all of their people, at every level, to help the entire organization work better: delivering more for customers, building stronger capabilities, finding new and better ways of working, and renewing a sense of common purpose.

Featured insights

Article

Technology + operations: A flywheel for performance improvement

– New automation techniques can provide the first step toward continuous, tech-enabled redesign of critical operations—forming... an intuitive ops-to-tech cycle in which tech improves ops, and vice versa.
Article

Why corporate-center efficiency matters

– Getting the most out of a corporate center has never been so important or complex. The latest research points to new ways to help... a center get more efficient.
Article

Creating “beyond the product” partnerships between providers and medtech players

– What we heard from US and EU providers and what it means for medtech players.
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.

Careers

Interested in a career in Operations?

A career within our Operations Practice offers the opportunity to work with the biggest companies in the world, on projects that transform their core business and build resilience for the future. We are continuously seeking the best talent at all levels and for all types of roles, and are particularly keen to talk to experienced professionals looking for their next challenge.

Connect with our Operations Practice