Olaf Rehse

Olaf Rehse is Boston Consulting Group’s global topic leader for lean services, as well as a core member of the firm’s Operations and Technology, Media & Telecommunications practices.

Since Olaf joined BCG in 2005, his client work has focused on operational excellence projects in service industries such as telecommunications, media, insurance, and banking.

In his work with service clients, Olaf has helped introduce lean enablement as a way to lower costs, generate competitive advantage, reduce customer-facing cycle times, boost value creation, decrease go-to-market cycles, and motivate employees.

Olaf is an integral part of BCG’s Operations centers in Melbourne, one of ten global operations centers that serve as hubs for comprehensive operations support and offer tailored, fully integrated solutions to optimize operations for long-term success.

Before joining BCG, Olaf was a principal at Mercer Management Consulting.

AREAS OF EXPERTISE

EDUCATION

MSc, physics, Technical University of Dortmund
MA, University of Hagen

Publications and Videos

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Service Delayed Is Service Denied

In an increasingly digital world, companies, especially service businesses, that transform themselves to compete in real time can gain an advantage over rivals.

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Rethink Support Functions to Lead Through Tough Times

Excellent functional level strategies can yield cost savings, offer greater customer satisfaction, provide a more responsive platform for driving transformation—and sharpen your company’s competitive edge.

The Service Factory of the Future

The Service Factory of the Future

Giant call centers, commodity offerings, and rigid scripts for dealing with customers will give way to agile, AI-enabled organizations that combine hyperpersonalization with ultraindustrialization.

The Agile Contact Center

Contact centers have a reputation for frustrating customers, but they also offer a strategic opportunity for human contact. Here’s how to turn them into an asset.

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The Right Path for a Telco’s Digital Transformation

Don’t get lost on the way to your digital future. Map the route ahead by making these 15 critical choices.

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A Radical Redesign for Support Functions in the Digital Age

New technologies are changing how support functions work—and rendering some of them entirely obsolete. To capitalize, companies need to reorganize those functions from the ground up.

Powering the Service Economy with RPA and AI

These two complementary technologies are the brawn and brains of performance. Companies can gain quick wins through RPA while strategically introducing AI for sustainable benefits.

“Change Starts with Me Today”

Roland Hess describes how Innogy undertook a bold transformation program in the face of challenges to the power and gas industry.

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Tapping into the Transformative Power of Service 4.0

Advances in technology are poised to revolutionize the provision of services. Service companies must make well-informed choices along a continuum of options to determine the right transformation path.

Exercising for Excellence: Creating Value Through Smart and Simple Support Functions

Companies have applied BCG’s Exercising for Excellence approach to reduce the costs of support functions by up to 35% while increasing productivity by some 50%.

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Efficiency and Effectiveness in Digital Advertising

In an increasingly ROI-driven industry, agencies that can translate efficiency gains into added value and superior performance for their clients attain an increasingly important competitive advantage.

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The Value of Our Digital Identity

Applications for our digital identity offer enormous potential value for organizations and consumers. But to realize it, stakeholders must establish—and maintain—a trusted flow of personal data.

Deep Expertise, Broad Experience