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McKinsey Quarterly is the business journal of McKinsey & Company.

A better way to automate service operations article, frontline workers, service operations, field service, field service technicians, field service engineers, scheduling and dispatching system, automated dispatching, schedule prioritization, workflow automation, performance management, automating workflows,, Operations

JULY 2010

A better way to automate service operations

As service operations use IT to become more efficient across all processes and workflows, they will need to align their work practices with the strengths of automation.

Editors’ Choice
Research in Brief

Featured Articles
  • business needs should shape IT architecture article, IT architecture and business needs, Business Technology

    APRIL 2010

    Why business needs should shape IT architecture

    To get the most out of these programs, organizations must ensure that they are led by people with the right skills, connections, and attitudes.

    Includes: Interactive
  • Overhauling banks IT systems article, old core bakning system reduce performance, Business Technology

    MARCH 2010

    Overhauling banks’ IT systems

    Core banking systems dating from the 1970s are compromising bank performance. However, updating them is becoming less costly and risky.

  • Tackling IT complexity in product design article, increasing information technology in products, Business Technology

    MARCH 2010

    Tackling IT complexity in product design

    As more products are loaded with technology, tangled IT designs can undermine product strategies. Product managers and technical specialists need a better game plan.

Interviews

It’s about smarter demand management, to make sure you are using only the IT that you require and are doing only the IT projects that you need to do.

On offshoring
McKinsey on Business Technology

McKinsey's business technology office publishes a print collection several times a year. The most recent edition, Spring 2010, includes the following articles:

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