The senior leadership team at a medium sports footwear and apparel retailer was unhappy with the working relationship between business units and the company’s IT organization. Convinced that better customer service would more than pay
for any required investment, they brought in a new CIO. The CIO, aiming to improve the IT department’s customer focus, wanted to move quickly to make the function more responsive, less cost-focused and aligned with the company’s business objectives. He also believed that transforming key business processes would help the IT organization move closer to these goals.
- Shortfalls and opportunities to improve performance, processes and project management were highlighted
- A catalog with key capabilities of IT professionals was drafted
- There was a mapping of IT activities and evaluation based on their support of the company’s business objectives
- We defined an organizational structure which made the business relationship with management team focus solely on business needs
The business relationship management team improved their customer focus by becoming more closely aligned with business unit needs
The new vendor management and IT planning teams became adept at selecting and managing outsourcers
By identifying shadow business unit projects, the IT team was able to centralize purchases and take advantage of economies of scale
Or maybe you don’t think you are…
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