One of the largest global automotive retailers engaged an expert to improve their IT service delivery and support across business functions. The expert conducted an assessment, identified issues with the outsourced environment, and developed a plan to resolve incidents impacting business. Key projects were identified and prioritized. Issues with outsourced service delivery, email and intranet performance were resolved. Risks were mitigated and projects delivered, improving operations and enabling business strategies.

1. Automotive
IT Transformation
Bruce McCullough

2. Bruce McCullough Leadership ~ High Performance ~ Results
Business Operations & IT Leadership
https://www.linkedin.com/in/brucemccullough
Global Expertise, International Availability
Case Study
Retail, Manufacturing, and Distribution
Automotive IT Transformation
Business Challenge
One of the largest global automotive retailers with operations in North America needed advisory to
improve IT service delivery and support across all business functions. The company had recently
experienced significant change, including a major economic downturn, and had been struggling
with IT Operations service delivery from a third party outsourcer. The company’s CEO wanted to
launch new major strategic business initiatives including an increase in car quality, number of cars
sold and overall profitability.
The companies environment included 1800 retail dealerships, 8 manufacturing plants, 15
distribution centers, 20,000+ end users in the US and key IT service for 55,000 end users in 90
countries. Service desk ticket volume averaged 16,000 per month.
The client recognized the need for change and additional interim technology leadership to meet
future business objectives. I was engaged to:
• Assure stability of IT Operations outsourced environment service support
• Resolve issues and incidents impacting key business processes
• Improve the quality of service delivery by third party outsourcing providers
• Serve as a key member of the senior management team tasked with delivery of key enterprise IT
projects
• Play a key role in assessing outsourcing service levels and roadmap to support business growth
and challenges
• Provide additional senior IT leadership bandwidth to existing team

3. Bruce McCullough Leadership ~ High Performance ~ Results
Business Operations & IT Leadership
https://www.linkedin.com/in/brucemccullough
Global Expertise, International Availability

4. Bruce McCullough Leadership ~ High Performance ~ Results
Business Operations & IT Leadership
https://www.linkedin.com/in/brucemccullough
Global Expertise, International Availability
Approach
The transformation of any IT organizations services should not be viewed as a single set of projects
or initiatives but viewed as a set of well-planned and integrated efforts based upon proven
frameworks and years of leadership experience.
To address the client’s challenges, we:
• Conducted interviews with key personnel throughout the business
• Completed an IT Operation maturity assessment using the ITIL framework and developed a
prioritized and focused implementation plan
• Identified and reprioritized key enterprise IT projects
• Identified areas of potential security and material risk to the business including prioritized
remediation activities
• Developed roadmaps and solutions to solve long standing outsourced service delivery and
support issues
• Performed a root cause assessment and developed an action plan to resolve global intranet
performance issues and performance of core email filtering system

5. Bruce McCullough Leadership ~ High Performance ~ Results
Business Operations & IT Leadership
https://www.linkedin.com/in/brucemccullough
Global Expertise, International Availability
Results
Worked with the client to discover and implement key projects and solutions that would help
enable their business strategy and implement key initiatives to reduce current revenue impacting
operations issues. Projects and initiatives that were completed during the engagement provided the
following benefits:
• Dramatically reduced outages and overall ticket volume by improving the change, incident and
problem management processes
• Ensured new IT Operations outsourcing contract reduced costs and improved quality of service
delivery and support
• Resolved email outages, dramatically improved email communication performance by
implementing a new email filtering system
• Resolved long standing global intranet performance issues
• Improved global WAN connectivity for retail auto dealers and BPO teams in India
• Mitigated numerous security issues materially impacting business operations
• Ensured delivery of critical major business projects integral to the business
• Provided key IT leadership stability and sustainability during a tremendous period of uncertainty
and change