case study cio transformation advisory services

Automotive IT Transformation

Bruce McCullough

Bruce McCullough Leadership ~ High Performance ~ Results Business Operations & IT Leadership https://www.linkedin.com/in/brucemccullough Global Expertise, International Availability

Case Study

Retail, Manufacturing, and Distribution Automotive IT Transformation

Business Challenge

One of the largest global automotive retailers with operations in North America needed advisory to improve IT service delivery and support across all business functions. The company had recently experienced significant change, including a major economic downturn, and had been struggling with IT Operations service delivery from a third party outsourcer. The company’s CEO wanted to launch new major strategic business initiatives including an increase in car quality, number of cars sold and overall profitability.

The companies environment included 1800 retail dealerships, 8 manufacturing plants, 15 distribution centers, 20,000+ end users in the US and key IT service for 55,000 end users in 90 countries. Service desk ticket volume averaged 16,000 per month. The client recognized the need for change and additional interim technology leadership to meet future business objectives. I was engaged to: • Assure stability of IT Operations outsourced environment service support • Resolve issues and incidents impacting key business processes • Improve the quality of service delivery by third party outsourcing providers • Serve as a key member of the senior management team tasked with delivery of key enterprise IT

projects • Play a key role in assessing outsourcing service levels and roadmap to support business growth

and challenges • Provide additional senior IT leadership bandwidth to existing team


Approach The transformation of any IT organizations services should not be viewed as a single set of projects or initiatives but viewed as a set of well-planned and integrated efforts based upon proven frameworks and years of leadership experience. To address the client’s challenges, we: • Conducted interviews with key personnel throughout the business • Completed an IT Operation maturity assessment using the ITIL framework and developed a

prioritized and focused implementation plan • Identified and reprioritized key enterprise IT projects • Identified areas of potential security and material risk to the business including prioritized

remediation activities • Developed roadmaps and solutions to solve long standing outsourced service delivery and

support issues • Performed a root cause assessment and developed an action plan to resolve global intranet

performance issues and performance of core email filtering system


Results Worked with the client to discover and implement key projects and solutions that would help enable their business strategy and implement key initiatives to reduce current revenue impacting operations issues. Projects and initiatives that were completed during the engagement provided the following benefits: • Dramatically reduced outages and overall ticket volume by improving the change, incident and

problem management processes • Ensured new IT Operations outsourcing contract reduced costs and improved quality of service

delivery and support • Resolved email outages, dramatically improved email communication performance by

implementing a new email filtering system • Resolved long standing global intranet performance issues • Improved global WAN connectivity for retail auto dealers and BPO teams in India • Mitigated numerous security issues materially impacting business operations • Ensured delivery of critical major business projects integral to the business • Provided key IT leadership stability and sustainability during a tremendous period of uncertainty

and change

case study cio transformation advisory services

Leadership & Management