Driving Business Transformation At Medco: An Interview With Kenneth Klepper, President And COO

Over the past seven years, transformational changes have swept through Medco — propelled by the visionary duo of David B. Snow, Jr., Medco chairman and CEO, and Kenneth Klepper, Medco president and COO. The result? Medco, a leading pharmacy benefits manager serving more than 65 million people, has moved from a siloed, functional organization back in 2003 to a customer-centric and process-driven company. This transformation allowed the company to weave cross-functional business processes, business innovation and agility, and BPM centers of excellence into the very fabric of the organization. Along the way, Medco has elevated the IT organization's flexibility and productivity by shifting its focus from IT to BT. In this interview, Mr. Klepper shares his thoughts on business transformation with Forrester.