Architecting Customer Intimacy A Customer-Centric Transformation Workshop

Transcription

1 Architecting Customer Intimacy A Customer-Centric Transformation Workshop Presenter: Puneet Bhasin SVP & Chief Information Officer Waste Management Moderator: Rick Pastore VP, Editorial & Programs CIO Executive Council May 2, 2011

2 Customers and the Future of IT 2

3 The Journey Business Strategist Stage

4 Our Industry and Company

5 The CEO s Customer Agenda

6 Puneet Bhasin Senior VP & CIO, Waste Management SVP and CIO positions at: Monster Worldwide Putnam Investments Greenlight.com Ryder TRS Education MS Operations Research, 1987, The Ohio State University, Columbus, OH BS Mechanical Engineering, 1984, National Institute of Technology, India

7 Waste Management Overview Fortune GLOBAL OFFICES 8.6 MILLION MW PRODUCED THROUGH WASTE BASED ENERGY Breadth & Scale 45,000 EMPLOYEES 21,000 Vehicles 735 COLLECTION & DISPOSAL OPERATIONS $13 BILLION REVENUE +22 MILLION CUSTOMERS 95 M TONS OF COMMODITIES PROCESSED Sample of Market Offerings Traditional Collection & Disposal Special and Hazardous Waste Recycling Paper, plastic, metals, electronics, bulbs, batteries, etc. Green Energy Production Consumer Products Bagster Dumpster in a Bag Lamptracker Solar Powered Trash Compactors Waste Management Strives to be a Leader in the Environmental Services Industry 7

8 Our Customers We serve various Residential, Public Sector, and Commercial Business customers. Public Sector Municipalities Federal & State Governments Schools & Universities Residential Individuals and Families Home Owner Associations Commercial Business Construction Healthcare Organizations Commercial Properties Manufacturing and Industrial Companies Food and Retail Businesses Customers are the core focus of Waste Management Page 8

9 Architecting Customer Intimacy u IT Governance & Culture y Change Management v Customer Interaction Channels x Data / Business Intelligence w Service Delivery Optimization Information Technology is the engine that is driving Waste Management s transformation 9

10 Keynote Workshop Discussion Questions 1. How can we change the culture, skill set & governance structure of IT to achieve customer intimacy? 2. How can we better know & interact with customers, create efficiency & add value to the interaction experience? 3. How can we enhance service delivery our most fundamental customer touch point to improve customer satisfaction & value? 4. How can we innovate & create competitive advantage using business intelligence from all points of our supply chain? 5. What strategies and solutions can Waste Management use to achieve the employee engagement, adoption & management behavior necessary to succeed? 10

11 u IT Culture & Governance Topic Question How can we change the culture, skill set & governance structure of IT to achieve customer intimacy? Waste Management s traditionally internal IT focus Key Considerations Ensure accountability Promote IT/business alignment Focus Business Partner Talent Governance 11

12 v Customer Interaction Channels Topic Question How can we better know & interact with customers, create efficiency & add value to the interaction experience? 26 Call Centers Key Considerations Complex process between Dispatch, Service, and Customer Unified Sales & Service Agents Focus Hi Bill Personalized Knowledge Contact Centers Value Add 12

13 w Service Delivery Optimization Topic Question How can we enhance service delivery our most fundamental customer touch point to improve customer satisfaction & value? Key Considerations Simultaneously enhance operational efficiency 21,000+ Vehicles and 26,000+ routes per day Complex scheduling, routing and dispatching Focus Routes & Fleet Status Operations Analytics and Reporting Mobile Scheduling & Dispatch 13

14 x Customer Data & Business Intelligence Topic Question How can we innovate & create competitive advantage using business intelligence from all points of our supply chain? Provide data transparency to customers Key Considerations Need to support customer goals: Sustainability, zero-waste Extract value from waste stream Focus Right Data Right Person Right Time 14

15 y Change Management Topic Question What strategies and solutions can Waste Management use to achieve the employee engagement, adoption & management behavior necessary to succeed? Scale and complexity of Waste Management Key Considerations Decentralized business model Lack of M&A Post integration activities at a regional level Focus Employee Engagement Communications Adoption 15

16 Keynote Workshop Discussion Questions 1. How can we change the culture, skill set & governance structure of IT to achieve customer intimacy? 2. How can we better know & interact with customers, create efficiency & add value to the interaction experience? 3. How can we enhance service delivery our most fundamental customer touch point to improve customer satisfaction & value? 4. How can we innovate & create competitive advantage using business intelligence from all points of our supply chain? 5. What strategies and solutions can Waste Management use to achieve the employee engagement, adoption & management behavior necessary to succeed? 16

17 Solutions for Architecting Customer Intimacy 1. IT Culture & Governance Talent skill mix Accountability with performance-based incentives World-class work environment for collaboration 2. Customer Interaction Channels Segment customers to anticipate needs Consolidate/optimize contact centers Build-out multi-channel service capability 3. Service Delivery Optimization On-board mobile devices Optimize route planning Operations metrics and efficiency guidelines 17

18 Solutions for Architecting Customer Intimacy 4. Customer Data & Business Intelligence Define an enterprise data dictionary Master data management & canonical models Data profiling & enrichment Real-time organizational KPIs & scorecards 5. Change Management Business Process Re-engineering Process standardization Training End-User Driven 18