Case Studies - Information Management

Leading Hospital System Transforms IT to Enhance its Services and Align with Company Goals

Challenge
A health organization outlined a new vision for IT as part of its overall transformation initiative. This vision included building IT capacity via the development and availability of internal leadership talent, staffing and resources to deliver successfully on their commitments. Additional goals included aligning and integrating IT strategy with the company's overall business goals as well as enhancing outcomes through technology (enabled workflow and data-driven health management).

How We Helped

Change management: Resources Global led the change management function for the in-sourcing of 400 IT roles. Our team provided guidance to senior leadership on developing and maintaining effective broad-based sponsorship; we helped manage resistance to change by anticipating, analyzing and understanding the impact on people and processes. Then, we designed measures required for success and the systems and processes required to monitor the transformation.
PMO restructuring: Our project managers helped analyze the current state of the existing PMO and developed a migration plan for movement to the desired future state. In addition, our Consultants designed effective process flows, methods and tools for the restructured PMO.
IT controls methodology adoption: Assisted with the adoption of the COBiT methodology for the IT group. Our team mapped existing directives to COBiT objectives and, furthermore, we reviewed and enhanced documentation deliverables for consistency, accuracy and completeness.
Implementation of policyIQ^®: Provided oversight of project effort to migrate all IT controls and standard operating procedures from an existing document repository into policyIQ (Resources' web-based content management system), while identifying control gaps and developing remediation efforts.

Results
Accelerated value realization of change efforts; redefined jobs, roles and responsibilities that enable the IT group to deliver high quality services; and the creation of a controlled environment that lends itself to consistent and accurate delivery of services were critical to the success of this project. These positive outcomes were largely achieved by the collaboration of our Consultants and the organization's internal team.

Why Resources Global?
As a trusted and proven partner, we have teamed with the organization's business leaders in managing and executing previous internal initiatives across functional areas. For each project, we demonstrated our results-oriented approach and success in providing the right capabilities to fit the organization's specific needs. Resources' accomplished professionals have proven, time and time again their unique ability to seamlessly integrate into the client's teams and help manage change from the inside out. The partnership has evolved and continues to expand. Today, we work together with this organization's business leaders on many different initiatives across the enterprise.

Fortune 500 International Financial Services Company Enriches IT and Access Controls

Challenge
External auditors identified a systemic weakness regarding access control and segregation of duties (SOD) on several key policy administration systems at a global financial services company. Challenged with the nature of legacy mainframe systems and an overwhelming amount of data, senior management realized that a focused approach to consolidate and assess the data was required.

How We Helped
With extensive IT audit and mainframe experience, Resources properly scoped the extent of the problem prior to deploying a team to plan and execute. We developed an approach that allowed the client to easily understand the level of complexity and, in partnership with the client, created a resource management plan. Our team members' expertise in large-scale data management initiatives as well as industry and consulting experience brought an incredible amount of added value and efficiency to the project execution.

Results
We successfully remediated access and SOD issues on two of the largest legacy systems, thus demonstrating to the external auditor a commitment to effective controls. More than 60,000 data elements were identified, cleansed and assessed through our process and tools. Subsequently, we enhanced the remediation program by streamlining and automating the data gathering and administration function.

Why Resources Global?
As a trusted and proven partner, we have teamed with the company's business leaders in executing previous internal initiatives across functional areas. For each project, we have demonstrated our results-oriented approach and success in providing the right capabilities to fit the company's specific needs. Resources' accomplished professionals have proven time and time again their unique ability to seamlessly integrate into the client's teams and help manage change from the inside out. The partnership has evolved and continues to expand. Today, we work together with this company's business leaders on many different initiatives across various functional areas.

Major International Cruise Line's Payment Process is Re-Engineered and Fully Automated

Challenge
An international cruise line sought to streamline, automate and enhance the payment process to their marketing partners. The company contributes significant funds to their travel partners (agencies, websites, etc.) for qualified marketing expenditures, including TV, radio and print. They launched a process re-engineering initiative to ensure their travel partners are able to invest more time in marketing the company's cruises instead of in collection efforts.

How We Helped
To improve the timeliness, accuracy, efficiency and audit compliance of the payment process, Resources partnered with the client to transform a spreadsheet- and paper-based process into a fully automated, web-based workflow solution. Our professionals worked with the company's project team to develop the custom application based on Active Server Pages (ASP 2.0), Microsoft SQL Server 2005, and Microsoft .NET Framework 2.0. We developed the project plan; presented it to Finance and IT for their buy-in; and designed, developed and implemented the database, ASP web application (including security and document upload, storage and display) and basic report suite. In addition, our team implemented single sign-on functionality and SQL Server Reporting Services as the ad-hoc web reporting application, performed the testing, and trained the IT team.

Results
Fully automating the marketing reimbursement contracts, back-up and check processing created a traceable, efficient and paperless process, allowing travel partner reimbursements to be paid five weeks earlier than in the past. In addition, travel partners can receive funds even earlier if they opt for electronic fund transfer. Successfully completing this initiative allows the company to showcase its commitment to its valued travel partners. Furthermore, the automated workflow solution reduces errors, processing time and waste, and provides real-time reporting functionality, single sign-on access, and automated email reminders/notifications. Its structured application enforces audit policies and the widely-used development platform facilitates efficient hand off to local IT and future development/enhancement. By using a web-based application, we provided a low-cost, end-to-end solution in less than four months.

Why Resources Global?
Our team demonstrated extensive knowledge of technology tools, business processes and accounting/internal controls. We challenged the company's initial design and helped the client identify and implement a more effective solution that optimizes new technologies. With our ability to leverage best practices and years of relevant experience, Resources helped successfully design, develop and implement a custom, audit-compliant solution.

Multi-Billion-Dollar Biotechnology Company Improves PMO Project Demand and Resource Management

Challenge
Lacking strong visibility of its global IT capacity, this publicly held biotechnology company experienced difficulty in managing project demands. The business' demand for IT resources exceeded its supply. A long-term approach and roadmap for systems and IT processes was needed to support the organization's growth.

How We Helped
Once we assessed all IT resources needs and took inventory of IT resources and IT projects, our project manager partnered with the company to design and implement a "Project Prioritization Committee" (which included business leaders), a prioritization process, and new and re-engineered demand and resources management processes. To address immediate needs, we developed and implemented a short-term tool and processes to track, analyze and report project demand and resources. We trained the IT leaders to use the tool and maintain the data. After learning about the competencies and maturity of the IT organization through Phase I, our team built a business case for Phase II-a long-term Project and Portfolio Management (PPM) solution-and worked with the client team to finalize the requirements and determine the budget. We analyzed PPM vendor solutions and helped make recommendations.

Results
A consistent, global approach to prioritizing projects and allocating resources resulted from our involvement and partnership with the company's leaders. By including business leaders in the newly created Project Prioritization Committee, we helped shift a significant portion of the "what should IT work on?" responsibility to the business. The IT organization's effectiveness at supporting and managing projects rose due to the new Project and Portfolio Management solution. We helped provide the company with a real-time view of critical project information, resource bench strength and resource allocation. The company now has a greater ability to know demand and supply and, at any given time, react to shifting priorities in an organized and efficient way, and provide demand and supply information to the business in terms they understand.

Why Resources Global?
As a trusted partner with an existing relationship, the company looked to us again to provide strong project management and execution skills, and to compliment their team, align well with their culture and help lead their initiative. We brought extensive experience managing large groups of IT professionals and leading cross-functional teams in delivering complex technology projects in many different industries. We partnered with the company to brainstorm solutions and identify the best fit option. In addition, our team's proven skills in managing change with effective communication plans, training programs, and alignment of roles and responsibilities helped ensure the business initiative's success for the long term.

Aerospace and Defense Company's Large Scale SAP Implementation

Challenge
Implement the SAP business suite to more than 4,400 employees in multiple locations across the United States within 18 months.

How We Helped
Our project managers, business analysts, functional experts and change management professionals integrated into the company's project team to assist with the implementation of the following modules: Financial/Controlling (FI/CO), Project Systems (PS), Sales and Distribution (SD), Materials Management (MM), Human Capital Management (HCM), Treasury, Cash Management and Governance, Risk and Compliance modules (GRC).

With a hands-on project management approach, our team of functional experts assisted with the planning, design and roll-out of the system. In addition, we helped establish leadership through the installation of the enterprise-wide Portfolio Manager, cleansed and transformed data, trained users, performed financial analyses, created and documented the control environment for Sarbanes-Oxley compliance, and backfilled various positions in the accounting, finance, procurement and human resources departments.

Results
As an extension of management, our focus on lifecycle execution allowed us to work with the business and the technical integrator to ensure business processes translated into requirements, data quality was increased for migration, thorough testing of the system was performed and training content delivered to the business -- all at a lower total cost. With deep industry and consulting experience, our professionals' unique blend of technical, functional and business acumen helped this company effectively translate business requirements into a solution that was accepted by the business community.

Why Resources Global?
With an implementation project spanning multiple departments and a large number of employees, our professionals provided strong backgrounds and experience that leveraged well with the needs of the business. In leadership or supporting roles, our professionals become an extension of management and are focused on execution.