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Injecting Improved Customer Service


  • Branch consolidation project undertaken to increase efficiency and improve inconsistent customer service
  • Needed to establish a standardized and repeatable process and capability for assimilating and integrating acquired businesses on a regular basis


  • Performed current state and best practice analysis internally and externally to establish benchmarks
  • Developed the Program Office concept to establish an internal project management center of excellence and on-going capability
  • Provided a team of experienced project managers to create skill transfer to internal project management apprentices during pilot implementation
  • Developed and documented national implementation plan and supported rollout


  • Improved the level and consistency of customer service to client organizations driving higher retention rates
  • Created standardized and repeatable branch consolidation and business integration process improving efficiency
  • Transferred successful project management skills to the organization


Case Study McKesson BuyWay