Case Study

Case Study: Dr Pepper Snapple Group Partners With HCL To Drive Greater Service Centricity

Multiyear Deal Enables Next-Level Business-IT Partnership

April 8th, 2010
RW
Roy Wildeman
With contributor:
Mike Gilpin

Summary

Following its 2008 spinoff from Cadbury Schweppes, Dr Pepper Snapple Group (DPS) had the opportunity to transform its IT department into a value-oriented, service-centric organization. With goals to better support DPS's competitiveness through greater supply chain capabilities, lower costs, and greater business-IT partnership, this IT organization embodies the archetype for a distinctive, service-centric approach to application development and support patterned after commercial software development — a hot new trend Forrester has identified as "product centricity." How will this organization effect its service-centric IT transformation? By engaging outsourcing partner HCL in a multiyear contract for app development, app maintenance, and infrastructure services — a move that immediately helps the IT organization establish the right organizational design, staffing mix, and continuous improvement processes to better partner with the business and deliver exceptional value.

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