Case Study - Enterprise-wide Business-IT engagement at FedEx Express EMEA

This case consists of two parts (Reference case A: 910-010-1; Reference case B: 910-011-1) and is available on the ECCH website.

In 2003, Rob Carter, CIO of international express courier FedEx, launched the 'Six by Six' (6x6) IT transformation program: a major rationalization and centralization effort to improve FedEx's IT service delivery to its business partners. This teaching case deals with the 6x6 efforts made by the IT department for Europe, Middle East, Indian sub-continent and Africa (EMEA).

The case focuses on two objectives of the 6x6 program:

  1. creating a consistent IT environment, and
  2. increasing delivery bandwidth to the business.

Historically, FedEx Express in EMEA had granted high levels of empowerment to local business and IT people. Moreover, FedEx had always supported a 'can-do' mentality in both business and IT people. Consequently, the IT department was expected to keep the enterprise systems architecture resilient and supportive of longer-term enterprise growth, while keeping the IT development pipeline aligned with the often unpredictable stream of requests from empowered business constituents. The story begins in 2007, when a new Vice President (VP) for IT was appointed for the region.

Part 1 deals with the IT department's efforts to set up a central systems architecture and IT resource estimation review process.

Part 2 of this case describes how Stefaan Butaye and his team first tried to set-up a cross-functional Demand Review Board from the IT Department.

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