Managing Enterprise Technology In A Global Organization

1. Managing Enterprise TechnologyIn A Global Organization An overview of the A.T.Kearney Information Technology Organization. John Laughhunn Chief Technology Officer KnowledgeNet

2. Presentation Goals • An overview of our technology responsibilities at A.T.Kearney • How we support A.T.Kearney’s business processes with technology • Primary challenges in achieving our goals (both IT related and non-IT related) • Centralization vs. Decentralization… delivering localized technology with global compatibility. • Selecting the team… who do we look for? • Sage advice from an old guy • Real examples of success using our formulas

3. An Introduction to A.T.Kearney… • A.T.Kearney is an innovative, corporate-focused management consulting firm known for high quality, tangible results and its working-partner style. • The firm was established in 1926 to provide management advice concerning issues on the CEO’s agenda. • Today, we serve the largest global clients in all major industries. • A.T.Kearney’s offices are located in major business centers in 34 countries.

4. An Introduction to KnowledgeNet… “Delivering world-class service & technology… worldwide.” • Global IT team, focused on delivering the highest possible services and technology with the lowest possible investment… • Lean organizational team, using technology to leverage • Executive Management team • Global Architecture Team • Global Administrative team • Global Systems Management & Maintenance Teams (IMT – GSAC) • Global responsibility, global employees, shared responsibilities, follow-the-sun • Global HelpDesk • Regional IT Management • Local Technology Assistants • Global technology standards & tools • SMART, SiteScope, Custom Automated Tools, Web Interfaces for most common user requests

5. The A.T.Kearney CTO • Responsibility and accountability for all enterprise technology standards. • Computing, Applications, Networking, Telephony, Information Management • Responsible for definition and continual refinement of Firm’s technology strategies • Keeping abreast of new, emerging and legacy technologies • Remain in step with Firm’s business goals • Understanding of Firm’s priorities and needs • Oversight and enforcement of Firm’s technology • Pro-active oversight and approval of technology projects within other departments & practices • Management of Global Architecture Team • Key technology management & operations staff • An important member of the KNet Executive Management Team • Team leadership • Technology communications

6. Supporting A.T.Kearney’s Business Processes • Direct link to Global Management Team • Regional Management Leadership • Bottom Up Communications Path • Local Technology Updates / Feedback Sessions • Ongoing User Requirements Definitions, etc. • Regular Customer Satisfaction Surveys • Daily Support Satisfaction Surveys

7. Primary Challenges in Achieving Goals • People • Cultural differences • Technically elite users • Technology • Dynamic, rapid changes constantly promotes “just wait a bit more for the next release” syndrome • Don’t apply a “bleeding edge” approach to technology, unless the business requirements demand • Organization • All organizations in general are resistant to change, keep this in mind at all times • Fiscal responsibility is paramount to your underlying requirements • Consider ROI always • Always understand expectations before proceeding • Manage them during the project and life of technology

8. Centralization vs. Decentralization • Centralization vs. Decentralization… delivering localized technology with global compatibility. • Approach depends largely upon your company’s design • Important for IT organization to remain sensitive to company’s operational design models • Regardless of company’s operational model, centralization of core infrastructure and standards control drives costs down, improves infrastructure reliability and manageability. • Shared technology resources best hosted centrally • Core network designs must provide globally manageable and efficient design • Consolidated hosts reduce management costs, increase upgrade and management flexibility • Delivers “equal” access to all users, regardless of user location • Centralization is almost never popular with regional technology leadership • Demonstrate benefits, communicate plans, reassure and deliver • Communicate • Equal technology access and resources for everyone • Remain sensitive to local and regional requirements and demands • Deliver tangible results regularly and frequently

9. Selecting the team… what we look for. I look for 7 key traits within all staff… potential and existing. • Core technology knowledge • History of advancement, eagerness to improve & expand • Self-Motivation with respect for corporate goals and management guidance • Curiosity with skepticism • Interpersonal skills – within the organization and the enterprise • Superior communication skills • Co-worker respect

10. Working within the global IT organization • Remain humble • Never trick yourself into believing you know everything about any subject • Always prepare to be wrong – and admit it! • Question anything you read • The press is great at communicating new trends, ideas and lot’s of marketing hype • See it before you believe it • “Measure twice, cut once” • Always respond • Regardless of subject, regardless of tone, always respond to your management and users professionally, courteously and knowledgeably. • Reinvent constantly • Resist complacency • Everything can be improved, everything can be done better • Evaluate yourself • Are you pleased with your performance, your image, your demeanor, your approach to co-workers • Would you want to work for you?

11. Demonstrating Our Success • In 2004, we have continued to deliver innovative, industry-leading technologies to address the rapidly changing demands of our global business. • Virtual servers technologies introduced • Significant email infrastructure upgrades and enhancements • Implementation of “hot” off-site disaster recovery location • Global deployment of MS Active Directory • Global upgrade of core Oracle based data repositories • Active involvement and guidance in several key enterprise application initiatives • Payroll, Knowledge Management, Vital Corporate Records, HRIS, Expense Reporting • Deployment of globally secure, globally standardized, wireless infrastructure • Initial deployment of VoIP services • Continued to control and reduce costs • ’04 running under budget plan • Server consolidation returned significant amount to budget • Costs per employee at near bottom of industry, well below global enterprise averages

12. Managing Enterprise TechnologyIn A Global Organization An overview of the A.T.Kearney Information Technology Organization. John Laughhunn Chief Technology Officer KnowledgeNet