Management Strategies

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Peggy Kendler
Peggy Kendler
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Innovative CIOs 2007: Fleming Continues With Wachovia's Service Excellence Initiative

Given the industry turmoil of the past year, Scott Flemming's mission has taken on even more importance. The VP of IT for Charlotte, N.C.-based Wachovia says his focus continues to be on ensuring successful application of business process management, content management and integration technologies at an enterprise level.

Scott Flemming, Wachovia
Scott Flemming
One of Flemming's key projects this year has been the continuation of Wachovia's Service Excellence initiative, which is focused on improving the delivery of technology services. "We have implemented a departmental workflow system that can support the 600 different request-based processes we have," Flemming says. "These services improve our customers' experience significantly and improve our productivity in the fulfillment of the request."

The coming year will entail "more of the same -- process improvement and management," Flemming adds. "This is an area in which I have a tremendous amount of passion. There is always an opportunity to mature our processes, simplify our execution and gain on those efficiencies."

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