The next-generation operating model for the digital world
Albert Bollard, Elixabete Larrea, Alex Singla, Rohit Sood, McKinsey, 2017/12/26
I can see this trend being reflected in the origanizations I deal with. There are two major aspects: first, "a shift from running uncoordinated efforts within siloes to launching an integrated operational-improvement program organized around customer journeys", and second, "a shift from using individual technologies, operations capabilities, and approaches in a piecemeal manner inside siloes to applying them to journeys in combination." This all sounds good in theory but it's a lot more difficult to apply in practice. More...