From Pit Crew to

Winner’s Circle

Jason Molfetas

Chief Information Officer

Recall Corporation

Recall is a premier global leader in securely managing our

customers information throughout its lifecycle.

Recall operates over 300 facilities in 23 countries, providing

secure storage, retrieval and destruction of critical business

items in multiple formats.

Over 4,500 Recall Associates service approximately 80,000

customers worldwide.

Who We Are

Who We Are

Document Management Solutions – Digital & Physical

Secure Destruction Services

Data Protection Services

Lifecycle Information Management Solutions

My Journey Begins in 2008

Source: IBM Customer Interviews

Common Business Complaints Common Technology Complaints

“IT is not delivering and they

are clueless about my

business needs”

“You cost too much

and your priorities are

backwards ”

“I can’t rely on the

estimates I get from IT –

usually it ends up being

double what I am

originally told”

“The business doesn’t

understand that they need to

work with us in defining

requirements – they think we are

mind readers”

“Nothing gets done by the IT

Team unless I scream and yell”

“There is no sense of accountability in

the technology organization”

“The business just doesn’t

understand what it takes to

get things done”

“We do not have the

resources or bandwidth to

support all requests”

“The business wants a

Cadillac but they are only

willing to pay for a Hyundai”

Day 1

Perceptions – Excuses

Are YOU Aligned?

You Are the Business

Roadmap

Supporting Your Business

Aligned & Enabling Your Business

Step 1: Outsource

• Network• LAN / WAN

• Wireless

• Management

• Server & Systems• Directory Services

• Operating Systems

• Messaging & Collaboration

• Server Based Computing

• Storage• Storage Networking

(SAN/NAS)

• Storage Management

• Backup & Recovery

• Security• Policy Development

• Penetration Testing

• Intrusion Detection /

Prevention

• Desktop • Operating Systems

• Application Deployments

• O/S Deployments

Infrastructure

Custom Solutions

Enterprise Solutions

• Custom Development

• J2EE, .NET, Others

• Client Server

• Mainframe

• Services Architecture

• Web services

• Wireless & Mobility

• Off-shore: India

• Off-Site: Dev. Centers

• SAP

• Oracle

• PeopleSoft

• JD Edwards

• Microsoft

• Lawson

ApplicationsOutsourcing

S E C U R I T Y

S E

C

U

R

I T

Y

S E

C

U

R

I T

Y

S E

C

U

R

I T

Y

S E

C

U

R

I T

Y

Monitoring

End-User Help Desk

Data Center

Operations

IT Operations

Infrastructure

Disaster Recovery

Maintenance

Applications

Earn the Right to Invest

• Reduce head count

• Reduce call volume

• Reduce support costs

• Reduce parts usage

• Handle more with less

• Simplify the environment

• Decrease communication costs

• Improve first call resolution

• Improve resolution times

• Go from reactive to proactive

• Expand hours of coverage

• Improve user experience

• Reduce time to close tickets

• Increase availability of

applications & systems

Service Improvements Cost Reductions

Your Site or Our Site:

Improvements Over Time

1. Performance-Based

2. Tightly Integrated

3. Flexibility

4. Continuous Improvement:

4 Key Outsourcing

Principles

Drive improvements that

take service levels up

Reduce costs over time even if it means a reduction in our revenue

Build a program that

connects practices to

your operation.

1

2

Practice Areas = Continuous Improvement

Monitoring

End-User

Help Desk

Data Center

Infrastructure Disaster Recovery

MaintenanceOperations

You Are the Business

Roadmap

Supporting Your Business

Aligned & Enabling Your Business

Step 2: Business Alignment

• If executive team can’t quantify business benefits and strategic

goals, you probably shouldn’t do the project, with the exception

of infrastructural upgrades

• IT investments fit into three simple categories:

1. Keeping the lights on

2. Providing incremental improvements toward business goals

3. Radically changing business processes and their

subsequent metrics through transformational investments

• Real Question: Is your team aligned?

Source: http://www.cio.com/article/32322/Sound_Off_Why_Is_Business_IT_Alignment_So_Difficult_

48%Business & IT Alignment Weak 4%

Business & IT Alignment Non-existent

CFOs Report

Business Strategies

Deliver

Consistent

Growth

Enhance

Partner

Experience

Leverage Core

Distribution

Capability

Emphasize

Continuous

Improvement

Strategic Alignment

Enhance partner

experience

Leverage our acquired

specialty distribution division

focused on new B2C services

and ease to do business

Improve eBusiness solutions

to exceed our business

partner’s expectation

Leverage core

distribution capability

Enhance core distribution

competencies across Finance, IT,

Operations & Marketing

Drive efficiencies in the core to

control costs

Improve productivity,

performance, stability and

deployment of business

processes supported by JDE

Compass

Emphasize

continuous

improvement

Increase productivity,

performance and stability

Provide Westcon Group with

timely, relevant information to be

used for strategic management,

measurement and continuous

improvement of the business and

its processes

Deliver consistent

growth

Achieve 15+% EBITDA growth

annually

Provide a stable infrastructure

supporting current requirements

and future acquisitions, mergers,

green field and business growth

Corporate Strategy Business Objectives IT Strategy

Strategic Alignment

eBusiness

Improve eBusiness solutions

to exceed our business

partner’s expectations

Significantly increase the number

of transactions through

eBusiness

Create Dashboard reports to

deliver key business and

performance metrics

• eCommerce transactions and

trends

• B2B transactions and trends

• Baseline performance metrics

Continuously increase the

services, features and

functionality available through

eBusiness channels

Develop Web Services to

institute self-service B2B model

• Availability

• Quote

• SBA Price

• RMA

Partner with Foundation Vendors

to expand upon integrated

business processes

On-line Credit Card Fulfillment

• Business process re-

engineering

• CC fulfillment gateway on

eCommerce websites

Develop an Offshore Global IT

Center to support productivity

B2B Transactions

• SMS3

• Vendor invoicing

• Point of Sale (POS)

• Fujitsu Lightfoot

• BT Order Gateway

IT Strategy IT Objectives IT Tasks

You Are the Business

Roadmap

Supporting Your Business

Aligned & Enabling Your Business

Only 3% of CEOs believe that IT is directly

contributing to help grow and expand the business

Today’s Reality

Source: Integrating the Transformation of Business and IT, Gartner.com,15 May 2009, ID:G00167927

Recall’s IT Vision:

“We will transform our technology organization from a business

enabler to a creator of growth, innovation, and delivering a

competitive advantage for our customers. We will be the

business”

Step 3: IT is the Business

• Shift from technology planning to customer delivery

– Right People

– Integrate IT team into business planning programs instead of

asking business units what they need

– Share ownership of customer experience

– Be embedded in the selling cycle

– Innovate

– Measure

• The new age CIO

must think like a

CEO

Strategic Business

Value Chain

Outsource key IT Business supporting functions

Align and enable your Business

You are the Business

Value

SpendLess

AlignMore

InnovateBetter

Thank You