IT Service Delivery: 

• Situation:        BUs irate re excessive lead times & poor quality

• Diagnosis:      ‘Assembly line’ execution, no overall accountable P: role 

• Intervention:  Re-align to ‘10 day’ promise, new P: role (SerDevMgr), BPM tool

• Results:          After 3 mos., zero expedites, hailed as an exemplar for other pjts