Improving field service productivity

For field service productivity, information technology, demand analysis, and close contact with management are important tools

Measuring performance in services

Service businesses can boost performance and raise productivity by following a few principles and employing rigorous metrics

Supply Chain Champions

Management books on supply chain issues are awash with often contradictory, theoretical or overly technology driven concepts and ideas. Supply Chain Champions however, offers practical results-oriented recommendations for decision-makers across industries and in all parts of the supply chain, particularly in purchasing, production, logistics, and sales and marketing. Drawing on the results of an empirical survey of European consumer goods manufacturers and retailers conducted jointly by McKinsey and the Institute for Supply Chain Management of the University of Münster, the book delivers concrete steps to achieving supply chain performance improvement and how to get started. The book was first published in German in 2003, but has been translated into English in 2007.


Better logistics in European consumer goods

Research suggests European consumer goods companies can reap savings from aligning their sales and supply chain organizations

Maintaining equipment performance 24/7

Companies that successfully pursue reliability excellence can achieve remarkable improvements in their manufacturing performance

Using call centers to boost revenue

Findings indicate that customers are often open to sales of new products via call centers if the conditions are right

Using IT to boost call-center performance

Well-planned and strategic IT-enablement of call centers is getting cheaper and can be a powerful driver of performance improvement

Understanding supply chain risk: A McKinsey global survey

Many executives are ignoring factors that contribute to risk of disruptions to their supply chains

Keeping the birds in the air

The airline industry has seen how lean techniques help cope with skilled personnel shortage but present unique challenges

The right service strategies for product companies

Product companies must calibrate their aims and competitive advantages if they are to profit from embedded services