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Insights on Operations

The next normal in construction: How disruption is reshaping the world’s largest ecosystem

The COVID-19 crisis looks set to accelerate an overdue transformation of the world’s largest ecosystem. We expect nine shifts to radically change the construction value chain, and offer a blueprint for the next normal ahead.

Jump-starting resilient and reimagined operations

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

The vision for 2025: Hyperpersonalized care and ‘care of one’

– Personalization—and the empathy and connection that go with it—are more critical than ever. What will it take to meet customer’s expectations in 2025 and beyond?

Operational Resilience


Will ‘ship, then fix’ become obsolete in the next normal?

– COVID-19 will likely accelerate remote working and the need for companies to speed up their efforts to digitize support functions—improving... efficiency and user experience without increasing cost.

Reset and reallocate: SG&A in the next normal

– Organizations are facing a set of unique challenges as they make decisions about selling, general, and administrative activities.... How are leaders dealing with them?

Supply-chain recovery in coronavirus times—plan for now and the future

– Actions taken now to mitigate impacts on supply chains from coronavirus can also build resilience against future shocks.

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.

Learn more about building operational resilience

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The future of maintenance for distributed fixed assets

– Why people are key to successfully implementing technology‑led maintenance transformations.

A resilient return for Asia’s manufacturing and supply chains?

– Asia shows an early glimpse of how manufacturing and supply-chain leaders are responding to disruption caused by the pandemic.

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.

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.

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The care of one: Hyperpersonalization of customer care

– Hyperpersonalization will be the new proving ground in customer care. This compendium lays out four key drivers that organizations must be prepared to integrate by 2025.

The productivity imperative in services

– The key to preserving--or increasing--margins in a period of strong growth is to improve productivity. Download or share the issue.

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.

Featured Video

A new era for industrial R&D in Japan

Tokyo-based partners Hiroshi Odawara and André Rocha describe the challenges and opportunities for Japan’s industrial R&D, identifying the critical areas where businesses in Japan can focus to meet or exceed today’s highest-performing global R&D organizations.

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


Industrial IoT generates real value—if businesses overcome six myths

– A new commitment to industrial IoT, or IIoT, can give manufacturers a critical edge in reimagining their operations.

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.

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.

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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Taking supplier collaboration to the next level

– Closer relationships between buyers and suppliers could create significant value and help supply chains become more resilient.... New research sheds light on the ingredients for success.

US food supply chain: Disruptions and implications from COVID-19

– Changes in consumer behavior continue to ripple through the US food and agricultural supply chains. What should companies do... now?

Power and people: How utilities can adapt to the next normal

– With economies and energy demand hit hard by the COVID-19 crisis, European and North American utilities need to rethink their... operations to put themselves into position for long-term success.

An operating model for the next normal: Lessons from agile organizations in the crisis

– Companies with agile practices embedded in their operating models have managed the impact of the COVID-19 crisis better than their... peers. Here’s what helped them cope.

Transformation and resilience: An interview with Best Buy’s executive chairman Hubert Joly

– Hubert Joly shares lessons from leading the turnaround of the retail and technology giant and how it prepared him and the company... for the current crisis.

Unlocking enterprise efficiencies through zero-based design

– Zero-based design allows even mature companies in asset-heavy industries to cut costs and complexity without compromising safety,... quality, or customer trust.

Customer care: The future talent factory

– Customer care employees can bring invaluable customer insights and expertise from the front lines of customer service to positions... in other areas of the organization.

Redefine the omnichannel approach: Focus on what truly matters

– Many companies try but fail to build an omnichannel experience for every channel and customer. Leaders should instead limit their... focus to the top two or three cross-channel customer interactions.

Technology and innovation: Building the superhuman agent

– The latest tools have the potential to transform the performance of contact center agents. Understanding how to apply these technologies... before, during, and after customer contact is the first step.

The future of customer experience: Personalized, white-glove service for all

– The next horizon of customer service will be built on individual customer profiles, enabling companies to quickly resolve issues... and even prevent them from occurring.

The vision for 2025: Hyperpersonalized care and ‘care of one’

– Personalization—and the empathy and connection that go with it—are more critical than ever. What will it take to meet... customer’s expectations in 2025 and beyond?
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Customer experience

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

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