Operational excellence: How purpose and technology can power performance
McKinsey Talks Operations
Operational Excellence in Different Settings
The key becomes movement from activity toward outcomes and understanding how those outcomes then are affecting our customers. Examples could include life insurance company that had started to realize that everybody who is collecting on one of those policies has probably just experienced one of the most impactful events of their life with the death of a loved one. And as they started to envision individuals, how many deep in my queue, if I've got 70 claims to process, these are 70 people that have just been through that significant life challenge. How do I change our process? How do I make things better so that we cannot take three weeks, not take two weeks, but actually process claims on the same day as when all of that
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