top of page

How do I start to make the shift towards launching an integrated operational-improvement program?

The best way to start this is to focus on customer journeys and the internal processes that support them. These journeys naturally cut across organisational siloes and are the preferred organising principle. Instead of working on separate initiatives inside organisational units, companies have to think holistically about how their operations can contribute to delivering a distinctive customer experience.<br/><br/>

© McKinsey and Company

bottom of page