IT Organization Design Putting the puzzle together

Bruce McCullough

Bruce McCullough Leadership ~ High Performance ~ Results ITLeader@yahoo.com https://www.linkedin.com/in/brucemccullough Global expertise, International Availability

Case Study

Fujitsu, Glovia Services IT Organization Assessment & Design

Business Challenge Fujitsu is a Japanese multinational information technology equipment and services company headquartered in Tokyo, Japan. It is the world's third-largest IT services provider measured by revenues. Market realities in the drive towards Cloud SaaS ERP services offered Fujitsu little choice but to embrace change and offer their own solution. Fujitsu needed a global IT architecture and organizational support model for a new business unit that would to foster a climate of strong customer focus. As a Director of Global IT I was engaged to perform: Assessment of the new business

model IT support services and determine the skills, number of staff, roles, responsibilities, overall workforce utilization and structure to capitalize on the rapidly shifting Cloud business conditions and opportunities

Development of a 1-3 year technology and support organization roadmap to address both business processes and required technology changes needed to meet business growth

Approach To address our challenges, we worked to complete a Strategic Business Growth Assessment by: Utilizing an Organization Design

Framework and Methodology based upon experience working with Big 5 consulting firms

Conducting interviews with key executives to help determine SLAs, hours of operations, skill sets, legal provisions, and projected volume of business growth

Meeting with potential business partners to determine outsourcing capabilities for certain skills

Working with the PMO to determine business roll out and customer implementation schedule

Participating in Executive Steering Committee Meetings that included the Corporate Board

Identifying and proposing web architecture design and an implementation approach

Completing the design of an automated staffing capacity model based on customer growth and support demands

Developing a change management and workforce transition plan

Results The executive team worked together to implement an IT organization design strategy that would fully enable our business strategy. The initiative derived the following benefits: Focus on process excellence,

service quality and improvement Developed an automated demand

forecasting tool for specific skills and positions

Created a Hybrid organization framework that served as the foundation for the organization structure and organization chart

Hired the “right” team and provided them the skills and tools to be successful

Provided the team with clear roles and responsibilities for each position

Provided the team with specific and measurable accountability

Organizational capabilities that assure performance, quality, and positive customer service experience

Capacity to deliver on business strategy