The voice of experience on Process: McKinsey and AXA

From a new (long) interview on the McKinsey Quarterly site with Claude Brunet, Board Member responsible for operations at AXA:

“The biggest challenge is getting service employees to understand that they use processes. After 30 years of Total Quality Management and other improvement programs, people in manufacturing already have this perspective. They know what a process is, how to analyze it, and how to improve it. This is all new for people in service companies.

If you want to innovate, you must always do so in a cost-effective, predictable way, and for that you must master your processes. Excellent manufacturers know how to do this. We will too.”