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Innovative companies spent the past century seeking to increase both factory output and product quality at the same time. In these classic articles, read how McKinsey has played a leading role in efforts to bring similar improvements to service processes:
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The income statements of hospitals have been ailing. The cure? Serious attention to operating efficiency. (May 2001) more
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In other process-, labor-, and capital-intensive industries, superb operators win. Why should airlines be different? (November 2003) more
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