I developed and lead the Service Design Lifecycle Management (SDLM) and Purpose Driven Customer Experience (PDCX) practices at Accelare. Purpose Driven CX uses tradition customer experience and service design tools coupled with the concepts of cognitive science, and behavioral economics to deliver a transformative and deliberate customer experience. SDLM leverages well-proven tangible goods techniques along with current human-centered design and Cx best practices to provide an innovative framework that leads to shorter time-to-market, better outsourcing and third-party integration, improve quality and reliability, and higher ROI.Recent efforts have included:• Designed a transformative customer open enrollment initiative at a commercial health insurance provider that leveraged psychographics and other behavioral economics principals to radically improve the CX • Deployed SDLM at a major Medicaid financial management service provider.• Deployed the Cx initiative at the Massachusetts Registry of Motor Vehicles (RMV).• Designed and deployed a three phase queueing methodology that dramatically reduced wait times at the RMV (see white paper below).• Deployed SDLM at a major Medicaid service provider.• Deployed SDLM at a major commercial health insurance provider.

Established in 2001, PLMresearch is a sole proprietorship which has helped clients align their people, processes and technology with their strategic vision and value proposition through a well proven, inclusive and collaborative consulting style. PLMresarch:• Defines project portfolios which implement corporate strategies.• Provides Program and Project Management leadership on those portfolios.• Defines and deploys business and technology architectures.• Designs and deploys rapid development and delivery methodologies (SDLC).• Aligns architectures and methodologies with the client’s PMO and capital budgeting process.• Develops ROI models and project justification within a stage gate methodology that ensures appropriate resources loading.• Analyzes and articulates value proposition through capability modeling.• Conducts Outsourcing, Total Cost of Ownership and business case analysis.Recent efforts have included assisting several healthcare payers:• Deploy a SOA based legacy claim system replatforming by designing development methodologies and governance structures (policies, procedures, change request boards and processes).• Redesign IT capital budgeting process through a systematic methodology which maps technology lifecycles, resource allocation, and “investment areas” to budget dollars.• Redesign Product Data Management (PDM) effort through business process design (swim lanes, workflow, RACIs and enhanced SIPOCs), establishing governance structures and defining procedures and policies.• Design, develop and deploy Product Lifecycle Management (PLM) methodologies (conception, design/feasibility, development, in-market life and sunsetting), governance structures and operating policies.Prior to the Healthcare payer space, I focused upon open source software consulting (I founded the now very popular BostonPHP.org user group), conducted primary research in the PLM space, and developed a number of SaaS products for the home furnishing industry.

Primary areas of responsibilities included researching, analyzing and tracking industry trends and providing consulting and market strategy services to technology vendors and emerging marketplaces that leverage e-Business technologies to redefine core business processes. Areas of focus included: supply chain management; vertical and horizontal marketplaces; one-to-one marketing and sales; customer service, billing, presentment and payments, and employee self-service. Client engagements ranged from process improvement/integration to business model validation/positioning, often resulting in in-depth reports (white papers) that articulated the client’s value proposition. Particular emphasis was placed upon the inter-value chain communication that e-Business offers and its role within horizontally distributed “outsourced” models as e-Business evolves into the logical extension of enterprises legacy system (MRP, ERP, DRP, etc.) investments of the past decade.

Analyzed customer's business environment. Developed B2B eCommerce strategies. Reviewed and analyzed existing customer processes and systems. Conducted extensive discussions regarding the buying process as it relates to new online strategies. Developed functional design of existing processes, mapped functional areas into an eCommerce presence. Identified systems architecture to include eCommerce development platforms, development tools, and necessary links to payment and legacy systems. Designed conceptual eCommerce applications for client approval. Oversaw the development of the application from a functional as well as a managerial prospective. Developed/integrated catalog databases. Tested systems against original specification. Implemented/deployed systems into production. Worked with client to coordinate web site rollout both externally (promotion) and internal (integration into existing control systems).

Responsible for the formulation and implementation of DATEL's long-range Internet strategy. Articulated and presented strategy to sales and marketing business unit personnel and senior management. Evaluated, negotiated, and selected Internet suppliers (ISP's, eCommerce development platform, portal optimization software, webmetrics platform) that would best suit strategic plan. Developed product databases for use in 4-tier web application. Created and managed DATEL's eCommerce storefronts and corporate Extranet sites. Coordinated graphic and content generation. Generated JavaScript and PERL CGI scripts. Coordinated online payment systems. Established internal control systems to integrate eCommerce into DATEL's legacy systems. Trained DATEL sales and marketing personnel and worked with business unit managers to facilitate the integration of DATEL's Internet strategy. Continuously monitored sites listing within general and industry specific Internet portals.

Responsible for the management of DATEL's twenty-three distribution partners throughout the world. Formulated and implemented mutually agreed upon sales and marketing objectives within each territory. Continuously reviewed distributors against objectives and developed new strategies and/or selected new partners to maximize market penetration. Developed alternative channels that could efficiently serve additional market segments. Maintained relationships and facilitated dialog at all levels of management within DATEL's entire international distribution network. Provided training, technical and commercial support via phone/fax and frequent local visits. Worked directly with major OEM accounts selling customized and standard product (design-in through to account maintenance). Negotiated distribution and customer contracts. Consistently met or exceeded sales target.