SELECTED CLIENT CASE STUDIES
Interim leader - case Study
Our client is a nationally ranked university with multiple campuses, including a law school and medical school, serving over 4,000 students from the US and 30 foreign countries.
IT system performance issues
IT Operations leadership gap
Data center outages
Large backlog of pending system and security patches
Disengaged IT operations' employees (only doing what they are told - not what they know needs to be done)
Old technology in need of upgrade or replacement to keep up with student and faculty demands.
Introduction of an Interim Chief Technology Officer (CTO) to own the IT Operations team
Improved engagement of employees
Improved stabilization of network, infrastructure and server environment
Security patch deployment focus on process and speed of deployment
Increased cross team meetings to drive awareness and understanding
Eliminated system outages
Improved employee engagement
Improved team performance and improved team member proactive efforts to improve performance
Improved entire environment uptime.
Gave CIO confidence to reorganize team, reduce size of some groups to invest in future needs.
Defined new CTO job description role with HR and CIO - helped initiate search
Built confidence in IT Operations team across the organization
Created a foundational understanding of the need for IT security and built executive support for security projects.
Interim leader - case Study
National Telecommunications, media and sports company
Our client is a nationally dominant, and internationally recognized, wireless, landline, internet service, sports, and entertainment company.
IT leadership resignations resulting in leadership gaps and team turmoil
Increasing customer facing service issues
Increasing scrutiny by regulatory oversight authorities
Shrinking market share
No linkage between business group strategies and IT strategy
No engagement of IT by business leadership
Introduction of an Interim Chief Information Officer to own the Enterprise Business's IT Organization
Reduced focus of IT team to core enterprise system stability and specific business needs that were Critical ($100 million impact or greater) and Urgent (3 months or shorter)
Improved engagement of employees
Launched an IT Strategy effort with IT and cross functional business leaders to align IT work with business strategy initiatives to achieve strategic goals
Performed a project portfolio assessment
Reestablished business leadership relationships - launching $300 million in new revenue opportunities
Improved employee engagement and developed IT Strategy and planning skills into the team
Adjusted project portfolio to free up $270 million in CapEx
Identified and shared with Finance the opportunity to improve project execution across the enterprise to improve overall project performance. Resulted in $1.9 Billion performance improvement savings in CapEx
Worked with HR to identify employee improvement opportunities
Reviewed and helped hire replacement CIO
Created first ever IT Strategy for Enterprise IT organization - aligning all business strategy initiatives and goals and building out the first every Enterprise Architecture Plan based on IT Strategy, to target IT investments on most impactful areas of IT to drive strategic goals
Launched upgrade to Oracle e-Biz platform without customer issues
Business Architecture - case Study
Healthcare provider and medical device manufacturer
Our client was a $120 million a year, private, national medical device manufacturer that also provided clinical patient care. The organization had 770 employees, 137 distribution centers, 3 warehouses, and manufacturing operations in China, Germany, and the US.
Stagnant product mix
Shrinking patient reimbursement rates from CMS (Medicare & Medicaid)
Over 400 healthcare insurance company agreements all reducing reimbursement rates for products
Average reimbursement of 56% on contracted allowable insurance claims
22 year old custom built legacy system incapable of handling new product
Introduced a new product development (NPD) stage gate process
Improved efficiency of patient orders and claims handling
Reengineered the Revenue Cycle (order-to-cash) end-to-end process
Helped perform a vendor selection process (with scorecard) for Revenue Cycle Business Process Outsourcer (BPO)
Performed software and vendor selection to address technology challenges
Improved new product pipeline from four new products in company history to 126 new products over a two-year period
Reduced time from patient interaction to claim submission from an average of 77 days down to 26 days in 20 months
Improved allowable claim reimbursement to 76% of allowable in 18 months.
Defined and facilitate BPO partner engagement for claim submission and receivable management for patient claims
Architected, designed, and built a new EMR platform in 18 months to allow for new products, outsourcing, and simplified organization structure.
Reduced overall business operating costs by 47% in two years.
Resolved outstanding vendor payment claims
Institutionalized a new planning and forecasting
Improved inventory turns by over 300% annually
IT Current State - case Studies
Pharmaceutical services - supply chain partner
Large end-to-end pharmaceutical supply chain services company to hundreds of US based life science companies.
Failure to fully integrate recent acquisitions resulting in disparate and duplicated systems, inefficient teams, and confused customers
Lack of standardized and repeatable client solutions created complexity in selling and internal customer launch and maintenance inefficiencies
Struggling to remain competitive due to high operating costs
Poorly understood cross-functional requirements and lack of breadth of client solutions caused pricing estimates to be off by more than 300%
Performed an IT Current State Assessment to determine process and technical gaps
Performed a business architecture assessment of the client proposal and estimating work
Developed five-year roadmap to transition to new software platform to track end-to-end distribution of products and materials for clients
Validated a single strategic software platform and developed road map to fix gaps
Delivered new estimating processes improving estimate accuracy to within +/-10%
Delivered IT Current State Assessment demonstrating existing systems did not meet the end-to-end business’s client transaction and support needs
Identified new funding approaches
Identified $4M small business market using a proposed new client software platform
Uncovered $21+ million in annual operational savings (30% of operating cost) by decommissioning legacy systems
Found $1 million in IT purchasing savings resulting from decommissioning and better contracting
Created a five-year road map with funding and growth targets
Business Architecture - case Study
Global retail and wealth Banking
Top five banking and financial services organization with 4,400 offices in established and emerging markets operating in 71 countries around the world serving 46 million customers through four Global Businesses: Retail Banking and Wealth Management; Commercial Banking; Global Banking and Markets; Global Private Banking.
Publicly announced three-year cost reduction initiative - not delivering expected results
Legacy culture violated global banking laws resulting in fines and a bank “monitor”
Legacy teams and systems were slow to change in leveraging new business and technology tools to address customer opportunities, regulatory needs, and risk considerations
Organization structure encouraged leaders to build shadow organizations, deprioritize globally required changes and focus on local customers only
No single view of a customer inhibited risk, fraud, and audit activities and minimized customer engagement and support opportunities
Took lead as Global Business Transformation Architect & Program Leader for one global stream in the transformation
Built program and architecture models to address single customer platform
Created new Data & Information Management Services Organization Model
Assessed thousands of employees and performed 400+ targeted surveys to assess organizational change impact and improvement opportunities
Created organizational transformation plans in six largest markets representing over $100 billion in revenue
Designed organization structure; engaged with HR to build job descriptions; and collaborated across functional groups to create the organization’s services, roles, responsibilities and org. structure
Using both the service model and the employee surveys, identified $145 million in annual savings related to employee operating costs as part of the transformation beyond plan
Helped executives continually assess project value using ROI, IRR and Payback and finished the project 3 months ahead of schedule
Only transformation effort not to be flagged as "Red" at any point in the transformation initiative
IT Strategy - case Study
Telecommunications, Media, and professional Sports
A $15 billion national media and telecommunications organization with over 26,000 employees and owner of television, movie, and sports businesses was going through a transformation driven by the board of directors and new CEO.
System outages were increasing and negatively impacting the customer experience
New media deals and hardware launches had aggressive timelines for customer rollout
Substantial turnover in executive leadership left a leadership vacuum
Government oversight was increasing as a direct result of customer complaints
$2.7 Billion CapEx budget did not appear to be enough for investment commitments
Introduced Application Portfolio Planning
Introduced Strategic Program / Project Portfolio Investment Management
Introduced Business Architecture and business unit "Heat Maps"
Completed an IT Strategy effort to align IT projects and platforms to strategic goals
Filled a vacant CIO role with an interim IT leader to help fill critical leadership gaps
Identified $250 million in CapEx savings
Identified additional $700 million in potential IT contracts savings over three year contract life
Proposed CapEx investment based on Business Architecture heat maps for largest ROI
Defined and delivered IT strategic efforts aligned to strategic goals
Project executive (pmo) - case Study
Our client is a nationally ranked university with multiple campuses, including a law school and medical school, serving over 6,300 students in 9 schools and colleges from the US and 30 foreign countries.
Started an ERP upgrade project in June 2017 that was getting no traction as of March 2018
ERP vendor mandated the end of life of ERP by December 31, 2018.
University was three years behind in upgrades.
University business staff lacked trust in the Technology Department.
University lacked strong Program Leadership.
Technical resource retired 3 years earlier forcing outsourcing to vendor for support.
Vendor has no software upgrades project methodologies.
Vendor has no problem management processes.
Vendor outsourced all upgrade activities to Indian consulting company now owned by Samsung and firm had no knowledge of University’s environment or configuration.
No working environment for newest version after first 9 months of project effort.
Filled leadership gap as the interim Program Executive for 24 projects across two programs.
Initiated Program Assessment including business leadership interviews.
Formalized and initiated internal change and problem management processes.
Created the migration plan, processes, and checklist.
Identified systemic issues and developed triage plans with Ellucian.
Developed business risk, change, training, communication, and incident response plans.
Redesigned program structure and created upgrade project plan templates.
Developed and drove 24 project plans across two enterprise Programs using templates.
Leveraged SaaS to drive project and deliver results and updated internal PM tools.
Created and launched on-demand video training plan.
Developed a future Release Plan and Release Schedule prior to the end of the project.
Took old version from three years behind to newest version in 9 months.
Delivered 421 upgrades in 9 months on four environments (DEVL, TEST, STAGE, PROD).
Reduced upgrade production issues from 72 per upgrade to 3 per upgrade.
Delivered 1,611 on demand training modules across the university.
Reduced post upgrade work from 60 hours to 15 hours including testing and remediation.
Addressed more than 1,700 issues prior to business user acceptance testing.
NO PRODUCTION ISSUES with Production launch of newest version.
Drove the resolution of a security production issue that arose during project and added to the resolution to the project to ensure remediation carried across to new environments.
Socialized Release Plan and Schedule across the business and gained buy-in.