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Service Comes First

Jack Loo | Sept. 27, 2011
Flora Ng, VP & CIO, Asia Pacific Consumer, Johnson & Johnson, has been providing IT leadership to the consumer business group and managing some 80 IT staff across 14 countries in the region. She shares more details on her role.

What have been your biggest projects for the past 12 months?

It is in the area of digital strategy. For example, with consumer products, the ability to create brand presence on the Web is important. Our region is leading a social media listening pilot project in China. We are also busy with SAP in terms of our supply chain. There are a lot of warehouse-related activities, increasing our capabilities in the supply chain side is also very important to us. Business intelligence is another area we are paying a lot of attention to, because without customer insights, it makes all our jobs very difficult. 

What is your biggest challenge now?

The biggest challenge is to increase IT capability to support the growth in this region. Asia is probably the highest growing region and our IT investment needs to match the growth. Are we doing the right thing for the business? The three areas that I talked about - BI, digital and supply chain - are the ones that will help us support the growth, or even drive the growth for the business. So it is really about making the wise choices based on the limited resources that we have. 

So what is next on your plate?

The robust job market here in Asia makes talent retention a challenge. My goal is to really focus on talent management, make sure that we have a robust pipeline of people who can lead the organisation's growth in the region. 


Global Command Centre set in Singapore

US-based conglomerate Johnson & Johnson unveiled its Global Command Center in Singapore in late June as part of a global effort to enhance its IT service delivery.

By the end of the year, the Singapore Center will be joined by two more centres, one in Raritan, New Jersey, the US, and another in Beerse, Belgium. All three are built to facilitate worldwide proactive management of the Johnson & Johnson IT environment and fast restoration of business-critical IT services. The organisation has some 116,000 employees worldwide and operations in more than 60 countries.

Each centre has a single consolidated, real-time view of the worldwide Johnson & Johnson IT environment. This provides staff with situational awareness of IT health, a platform to rapidly launch responses to incidents, and the ability to proactively remedy service degradations before outages occur.

Key incident management staff will be based at the command centres, including the regional operations directors and Critical Response Teams (CRT), global service desk representatives, and key IT process representatives for each region. 

"With the opening of the Singapore Command Center, we are well on our way to delivering world-class service management processes, a portfolio of innovative technology solutions, and a global team of service management experts across IT," said LaVerne Council, corporate vice president and chief information officer for Johnson & Johnson.


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