1. Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Case Study: Dr Pepper Snapple Group
Partners With HCL To Drive Greater
Service Centricity
Multiyear Deal Enables Next-Level Business-
IT Partnership

2. 2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
DR PEPPER SNAPPLE’s challenge: Transform it to drive greater competitive
Adding more value to DPS’s core value chain
Continually reducing costs
Developing bona fide business partnerships

3. 3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
DPS PARTNERS WITH HCL TO PROMOTE greater service CENTRICITY
Service-centric parameters
A business-aligned service delivery
organization
A more centralized IT support team, motivated to
generate additional value
A value-driven service improvement approach
Next Steps
A commitment to reduce IT complexity
An engagement contract that locks in cost reduction

4. 4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
In this Case Study you will find..
Product centricity and service centricity are really two different terms for the same distinctive approach to
software development. In keeping with HCL’s service-centric approach, these service delivery managers have
responsibility for diagnosing and resolving incidents even if the root problem is outside the purview of HCL’s managed
services, as is the case with the DPS’s data centers and servers.
The right service-centric parameters to forge next level partnership with the business and deliver exceptional value
Controls and management structures that will help DPS make its service-centric improvement goals stick and enhance the success of its
partnership with HCL
Opportunities to pursue several ambitious IT improvement goals
An engagement contract that locks in cost reduction
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