This is one reason why we excel in information services. FDX's new holistic approach to supply-chain management focuses on integrating every aspect of the chain through IT, from supplier to user, and is the result of changing customer demand. Keast created an automated system to exchange customer accounts, billing, and usage information. The account information can flag any abnormalities, for instance, and suggest specific ways to conserve energy. Trading with other energy companies is crucial to the future of the industry, he says.
Rapid deployment is critical to fill customer demand.
Keast faced cultural and organizational challenges resulting from the new strategies, but they didn't take him by surprise. Lepore spearheaded the company's efforts to revamp its technology while leveraging the strength of its core business. For example, the company's eSchwab Web site supports online trades, but it also lets customers call an account representative, visit a branch, sign up for an account, or pick up a check in person. When Schwab experienced several online outages earlier this year, Lepore initiated a redesign of the company's Web site, reorganizing content and moving accounting functions, such as cash debits and credits, from batch to real-time processing. Lepore, who has a degree in music, is working on rewriting most of Schwab's back-end software programs, including those that support account balances and trading.