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March 14, 2011 Driving Business Transformation At Medco: An Interview With Kenneth Klepper, President And COO by Connie Moore for Business Process Professionals Making Leaders Successful Every Day For Business Process Professionals March 14, 2011 Driving Business Transformation At Medco: An Interview With Kenneth Klepper, President And COO by Connie Moore with Paul D. Hamerman and Emily Fowler-Cornfeld Ex EC uTI v E Su MMA ry Over the past seven years, transformational changes have swept through Medco — propelled by the visionary duo of David B. Snow, Jr., Medco chairman and CEO, and Kenneth Klepper, Medco president and COO. The result? Medco, a leading pharmacy benefits manager serving more than 65 million people, has moved from a siloed, functional organization back in 2003 to a customer-centric and process-driven company. This transformation allowed the company to weave cross-functional business processes, business innovation and agility, and BPM centers of excellence into the very fabric of the organization. Along the way, Medco has elevated the IT organization’s flexibility and productivity by shifting its focus from IT to BT. In this interview, Mr. Klepper shares his thoughts on business transformation with Forrester. TAB l E OF C O nTE nTS nOTES r ESO urCES 2 Business Process Transformation Enables Mr. Klepper’s keynote at the Forrester Business Flexibility And Efficiency Process And Application Delivery Forum 2010 Growth Provides Medco’s Catalyst For Change on October 7, 2010, in Washington, DC, provides the backdrop to this discussion. Following the Thirty Percent Productivity Gain Translates To