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Focusing on the customer: An interview with the head of Merrill Lynch’s operations and IT

Merrill Lynch has combined operations with IT in a single unit. Diane Schueneman, the head of the company’s Global Infrastructure Solutions, explains how she is changing both to focus on the customer.

01/06/2007
Allen L. Weinberg
McKinsey Quarterly
Focusing on the customer: An interview with the head of Merrill Lynch’s operations and IT In financial institutions, operations and technology units work together to carry on the processes of the business, as well as to develop new services. Financial-management leader Merrill Lynch has combined the two units and put them under one leader to integrate their activities more fully.
The head of Merrill’s Global Infrastructure Services, Diane L. Schueneman, says that this integrated structure empowers the company to meet the customer’s needs more effectively.
To transform her organization, Schueneman believes in transforming its people—through educational opportunities and an environment that supports collaboration, experimentation, and the creation of new value-generating services.

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