Douglas Smith, a certified Organizational Development (OD) Practitioner, demonstrates how HCSC has applied OD principles to its Infrastructure department, bridging the gap between IT and the business. He shares five tips for creating a hybrid IT professional, someone who can interact seamlessly with both the business and IT. If you’ve been charged with helping your team reach its full potential, this presentation is not to be missed.

1. © Copyright 3/31/2015 BMC Software, Inc1
Douglas A. Smith
October 2014
Tips For Developing The Quintessential IT Professional
The Human Factor

2. © Copyright 3/31/2015 BMC Software, Inc2
Douglas A. Smith
October 2014
The Human Factor

3. company background
• Health Care Service Corporation (HCSC) operates Blue Cross and Blue Shield
Plans in Illinois, New Mexico, Oklahoma, Texas and Montana and is the largest
customer-owned health insurer and fourth largest health insurance company in
the U.S.
• Focused on improving the health and wellness of its members
and communities HCSC employs more than 21,000 people
and serves more than 14 million members – 38% in national
employer plans, 32% in large local employers, 10% in small
employers, 10% in individual plans,10% in government plans
• HCSC retains full or joint ownership of a number of subsidiary
companies, including Dearborn National, Dental Network of America,
MEDecision, Availity, Prime Therapeutics, RealMed, Academic Health and more
• A commitment to providing superior services and products to individual members
and group customers have made HCSC and its subsidiaries among the fastest
growing health and life insurance companies in the nation
38%
10%
10%
10%
32%
3

4. HCSC Purpose
“To do everything in our power to
stand with our members in sickness
and in health”
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5. Biography
Douglas A. Smith – Configuration Management
Leads both Configuration Management and Knowledge Management at Blue Cross
and Blue Shield of Illinois, Montana, New Mexico, Oklahoma and Texas
o Group credited with building foundational architecture for holistic Configuration
Management System (CMS) – a departure from the former monolithic
Configuration Management Data Base (CMDB) – with significant benefits for
business in service availability and performance
o His program recently played critical role in successful migration of 170 DR
Critical Applications as part of massive Data Center in-sourcing
o Certified ITIL® expert with a Bachelor's degree in Sociology and a Master's
of Science degree in Management and Organizational Behavior
Professional Appearances
● CA (Computer Associates) World 2011 ● HP Discovery 2012 ● CAMPIT
2012/2013 ● ITSM Pink Elephant 2013/2014 ● ITSMf Fusion 2014 5

6. agenda
• Defining Quintessential
• The Human Factor
• Case Study Examples
• Appendix Highlights
• Q&A Session

7. Defining Quintessential
• Constituting, serving as, or worthy of being a pattern to be imitated <Helen of
Troy was supposedly the quintessential beauty of the ancient world> - Merriam-
Webster's
• Characteristics Include:
– Proficient Communicator:
– Possess a Solid Work Ethic and Values
– Adept Organization
– Team Cooperation
– Detail oriented, analytical and research skills
– Creative, problem solver, reasonable
– Multicultural sensitivity and awareness
So what makes IT employees so different?
7

8. THE IT CROWD: MOMENTS
FROM IT TECHNICAL SUPPORT
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9. Create A Program
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LEAP- Leadership Engagement &
Advancement Program
• ITG (Infrastructure Technology Group) Infrastructure’s ongoing support
and commitment to the development and advancement of its Leaders
and employees
• Combining external subject matter experts with internal Human
Resource (HR) growth and development programs to deliver a well
rounded and lasting Leadership experience
• Builds out key skills to support HCSC’s Leadership Competencies of
Driving the Business, Preparing for the Future and Inspiring Our People

10. Leadership
• Management (including Managers, Sr. Managers, Directors
and High Performing Individuals) within Infrastructure
• High Performing Individuals
• Executive Directors
• Senior Directors
• Directors
• Senior Managers
• Managers
Approximately 20 employees completed the LEAP program
10

11. Engagement (Orientation/Administration/Preparation)
• Orientation Session Regarding the Leadership Effectiveness
Analysis (LEA) Tool:
• The goals of the session are to provide the participants with general
guidelines regarding the leadership competencies assessed, as well as
the format and rating system of the LEA survey. In addition, participants
receive guidance regarding the selection of their raters, as well as what
to expect in their feedback session.
• Finally, important issues related to confidentiality and who will have
access to the feedback findings are reviewed.
• If need be, two orientation sessions will be conducted as the 360s will
take place over the course of 9 to 12 months.
11

12. Administration
• Administration of LEA 360 and Feedback
• The initial communication regarding the purpose of the 360 evaluation
comes from VP and Chief Infrastructure Officer and/or other leaders
within ITG.
• Subsequent communication and the administration of the survey will be
performed by a third party vendor, which includes emailing surveys and
instructions to raters, scoring and preparations of the final report.
• Internal coordination is conducted by a member of the Infrastructure and
Reliability (I&R) Management Team
12

13. Preparation
• Preparation and Delivery of Leadership Report:
• Third party vendor will create a document that reviews common strength
and developmental needs across the group of all participants. In
addition, a one page summary will be prepared that identifies strengths,
developmental goals and recommended next steps for each participant.
This report will be reviewed with Chief Infrastructure Officer
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14. Advancement
• How we will measure success (Vantage Feedback)
– Each participant will meet with a Leadership coach in a 90 minute session to receive their
feedback. They also will receive a written report that includes a development guide.
• Phase II- Internal HR Growth and Development Work
– Coaching, Mentoring- A series of MES (Management Effective Series) and
ALE (Advance Leadership Engagement) classes to provide internal support
through HR development programs
– Staying connected through Networking- Reciprocity Ring
14

15. Program
15
360° Example Timeline
Orientation to LEA
360°
Tuesday, May 28th
Deadline for selecting
observers
Your raters/observers will be entered into the system on your behalf by
Vantage.
no later than Friday May 31st.
Begin survey Monday, June 3rd
Deadline for survey
responses
Friday, June 21st
Feedback dates Sometime during the week of July 8th

16. Partner/Engage Human Resources
Talent Development Strategy-Sample
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• Solution includes integrated assessment, development consultation and sponsorship.
Audience 1  C-suite Succession Exists
• Solution includes program to focus on industry/business perspective, VP competency model and
networking/relationships. Program designed to involve quarterly CEO/EVP dinner discussions,
external speakers, internal speakers, external business or leadership programs, coaches and
assessments, DAP (Development Action Plans) consultation and Executive Sponsor identification.
Audience 2  Accelerated Executives In Progress for 2014
• Solution includes creation of “top 300” playbook (profiles) that will be used to create a customized
holistic talent plan including identification of bench, developmental recommendations, role
analysis, compensation review, succession identification/readiness.
Audience 3  Critical Talent In Progress for 2014
• Solution includes a catalog of facilitated, self-paced, and reference able “growth and development”
opportunities, some of which are exclusive to band.
Audience 4  Foundational Leadership Exists
• Solution includes a catalog of facilitated, self-paced, and reference able “growth and development”
opportunities. Divisional and technical training/education is also available.
Audience 5  Foundational Professional Exists

17. Take “IT” Beyond Traditional
• Creating a hybrid IT professional means going beyond traditional
employee profiles
17

18. Incorporate Development Activities
• Use the “70:20:10 Rule” when
planning for your development
activities:
• o 70% of learning results from on-the-job
experiences, through problem solving in
day-to-day activities as well as special
assignments
• o 20% of learning occurs by drawing on
others’ knowledge, through informal
learning, coaching and mentoring, and
the support and direction of managers
and colleagues
• o 10% of learning should come from
formal education, such as workshops,
conferences, and formal training
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19. Create Less Formal Opportunities For Growth
Coaching Mentoring 360s Networking

20. Summary
• Create a program
• Engage Human Resources or your Talent and Development area
• Take “IT” beyond traditional
• Incorporate Development Activities
• Provide less formal options for growth (especially with hard core IT
employees)
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21. q & aContact Information: Douglas Smith
Phone- 312-731-3970
dasmith162@gmail.com
Twitter @smitty162
Linkedin- www.linkedin.com/pub/douglas-smith/6/9b9/39/
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22. Appendix
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23. Leadership Development: EMG
Development
Management Behaviors Risk Management References & ResourcesSystems & Process
Company Expectations
This ten week series is designed to develop a baseline knowledge of the
expectations, core competencies, and HCSC processes.
300+ Supervisors &
Managers Completed
in 2012

24. Leadership Development: EBG Development

25. LEAP Lite- Phase II
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26. Advance Leadership Experience
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27. Reciprocity Ring
What is the Reciprocity Ring™ Collaboration Tool?
The Reciprocity Ring™ is a unique collaboration tool that produces measurable
business results and builds community. It creates connections and instills the practice
of reciprocity within groups and across boundaries.
· Participants have actual business needs met during the exercise.
· The Reciprocity Ring™ emphasizes the importance of contribution.
Participants learn the power and practice of reciprocity by having their
needs met while they focus on contributing to others.
· Participants build trust as they learn about and help one another.
The Reciprocity Ring is conducted in 2.5 hours for groups from 15 to 24. Groups larger than 24 will be divided into
multiple rings.

28. © Copyright 3/31/2015 BMC Software, Inc28
Thank You.