Architecting Customer Intimacy - Aventri...Solutions for Architecting Customer Intimacy 1. IT Culture & Governance •Talent skill mix •Accountability with performance-based incentives

Architecting Customer Intimacy

Presenter:

Puneet Bhasin

SVP & Chief Information Officer

Waste Management

Moderator:

Rick Pastore

VP, Editorial & Programs

CIO Executive Council

May 2, 2011

A Customer-Centric Transformation Workshop

2©2011 Waste ManagementMay 3, 2011

Customers and the Future of IT

The Journey – Business Strategist Stage

Our Industry and Company

May 3, 2011 ©2011 Waste Management

The CEO’s Customer Agenda


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

Waste Management Overview

May 3, 2011 ©2011 Waste Management 7

Waste Management Strives to be a Leader in the Environmental Services Industry

$13 BILLION

REVENUE

45,000EMPLOYEES

Fortune

200

Breadth & Scale Sample of Market Offerings

21,000 Vehicles

+22 MILLION

CUSTOMERS

1200GLOBAL OFFICES

• 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

8.6MILLION

MWPRODUCED

THROUGH WASTE

BASED ENERGY

735 COLLECTION

& DISPOSAL

OPERATIONS

95 M TONS

OF COMMODITIES

PROCESSED

Page 8©2011 Waste ManagementMay 3, 2011

We serve various Residential, Public Sector, and Commercial Business customers.

Our Customers

Residential

• Individuals and Families

• Home Owner Associations

Public Sector

• Municipalities

• Federal & State

Governments

• Schools &

Universities

Commercial

Business

• Construction

• Healthcare Organizations

• Commercial Properties

• Manufacturing and Industrial Companies

• Food and Retail Businesses

Customers are the core focus of Waste Management


Architecting Customer Intimacy

Service Delivery

Optimization

Customer

Interaction

Channels

Data / Business

Intelligence

IT Governance & Culture

Change

Management

u

v

wx

y

Information Technology is the engine that is driving Waste Management’s transformation


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?


IT Culture & Governance

• Waste Management’s traditionally internal IT focus

• Ensure accountability

• Promote IT/business alignment

u

Business Partner Talent Governance

Topic

Question

Key

Considerations

Focus

How can we change the culture, skill set & governance

structure of IT to achieve customer intimacy?


Customer Interaction Channels

• 26 Call Centers

• Complex process between Dispatch, Service, and Customer

• Unified Sales & Service Agents

v

Topic

Question

Key

Considerations

Focus

How can we better know & interact with customers,

create efficiency & add value to the interaction

experience?

Contact CentersPersonalized Knowledge

Value Add

Hi Bill


Service Delivery Optimization

• Simultaneously enhance operational efficiency

• 21,000+ Vehicles and 26,000+ routes per day

• Complex scheduling, routing and dispatching

w

Topic

Question

Key

Considerations

Focus

How can we enhance service delivery—our most

fundamental customer touch point—to improve customer

satisfaction & value?

Routes & Fleet Status

Operations Analytics and

ReportingScheduling& Dispatch

Mobile


Customer Data & Business Intelligence

• Provide data transparency to customers

• Need to support customer goals:

• Sustainability, zero-waste

• Extract value from waste stream

x

Topic

Question

Key

Considerations

Focus

How can we innovate & create competitive advantage

using business intelligence from all points of our supply

chain?

Right Data Right Person Right Time


Change Management

• Scale and complexity of Waste Management

• Decentralized business model

• Lack of M&A Post integration activities at a regional

level

y

Topic

Question

Key

Considerations

Focus

What strategies and solutions can Waste Management

use to achieve the employee engagement, adoption &

management behavior necessary to succeed?

AdoptionEmployee

EngagementCommunications


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?


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


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

Documents

Architecting Customer Intimacy - Aventri...Solutions for Architecting Customer Intimacy 1. IT Culture & Governance •Talent skill mix •Accountability with performance-based incentives