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

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.