Delivering best-in-class service and support is a function of not only hitting your output targets, but tightly controlling the processes and activities that deliver them.While this really is nothing new, the key is having the complete connection of the “little x’s” that deliver the “Big Y’s” and making sure those Big Y’s are the ones most important (and up to date) in the eyes of your customers.

In his discussion, Steve will review how IT organizations are beginning to make the shift from thinking of themselves as engineering groups to thinking of themselves as service companies. This is accomplished in part by using the outcomes and activities process to begin to understand all that they do and how to improve their productivity across their organization by measuring and managing differently.

Presenter:

In this role Steve is responsible for the Corporate IT applications portfolio along with the Service Management and Quality of output across CVS, a $96B retail and Health Care company. Steve and his team (Service Desks, PMO, Process Ops, VMO, Test COE and Release Ops) enable CVS IS to increase their value-add to their business partner’s by driving increased productivity, and reduced time to market, through continuous process improvement initiatives and by the application of standard frameworks, methodologies and tools, such as APICS, PMI PMBOK, CobIT, CMMI, ITIL, Lean and Six Sigma.

Steve has been with CVS Caremark since April of 2009. Prior to joining CVS, Steve worked at Liberty Mutual Group, where he served as Vice President of IS Service Quality & Business Process Improvement where he led a team responsible for increasing critical systems uptime from 97.5% to >99.9% and reducing service restoration time by >65%. He has built and led professional services and technical support organizations in both the US and abroad, most recently encompassing offices in London, Singapore and Hong Kong. Prior to Liberty, Steve held leadership positions of increasing responsibility at Enterasys Networks, Cisco Systems, and Hewlett-Packard.

Steve holds a bachelor of science in Electrical Engineering from the University of Massachusetts and earned an MBA from the Whittemore School of Business at the University of New Hampshire, where he is also an Adjunct Professor of Global Operations in the Executive MBA program.