Customer & Operations

Customer & Operations

Our group assists organisations to make better operational decisions based on a more complete understanding of their opportunities and risks.

Our group assists organisations to make better operational decisions.

Whatever the industry or sector, whether public or private, a strong strategic focus is critical to an organisation’s continued growth and success. It enhances stakeholder and community confidence, aligns operational processes and practices with corporate and national objectives, and opens the way to long-term, sustainable performance improvement. 

Yet strategic development is perhaps the most difficult task confronting our boards and managers. As a result, many strategies often lack clarity and vision and consequently are often difficult to implement. It remains imperative to match strategy with efficient and effective operations. KPMG focuses on delivering an aligned, practical and risk informed approach led by customer/citizen requirements expressed as future operating models.

How we can help

KPMG’s Customer & Operations group assists private and public organisations to make better strategic decisions based on a more complete understanding of their opportunities and risks. This includes helping our clients to rethink their existing business operations (efficiency and effectiveness) and to develop relevant and appropriate policies and programs.

We offer rigorous and objective insight into organisational performance, industry trends, policy imperatives and competitive forces. 

We work collaboratively with our clients to develop strategies to ensure that improvements are sustainable. 

We provide market-leading expertise in:

  • policy development 
  • procurement and supply chain advisory
  • business performance improvement
  • public sector program design, management and evaluation
  • customer and growth strategy
  • demographic analysis.

All our services draw on KPMG’s global network of firms. We have the relevant expertise on board each time we engage with our clients. 

Our Customer & Operations group includes the following main, interrelated service offerings:

Connect with us


Request for proposal



Sales effectiveness for a complex world

KPMG introduces its approach to identifying and solving issues in the sales process.

Read more

Consumer Executive Top of Mind Survey 2016

Based on a survey of over 400 consumer industry executives, the Consumer Executive Top of Mind Survey 2016 reveals priorities and areas of concern.

Read more

Key contacts

Optimising Procurement

Key findings from KPMG’s Global Procurement Advisory Pulse Survey 2015.

Read more

Demand-driven supply chain 2.0

A look at how rising customer expectations are driving a new approach to the supply chain.

Read more

Customer experience and engagement overview

Watch how we can help our clients improve their customer engagement and bottom line.

Read more

Competitive Alternatives 2016

KPMG’s Competitive Alternatives 2016 Edition looks at cost of business internationally.

Read more