Ace Hardware Corp. Pg. 82
Hardware, lawn and garden retailer
Oak Brook, Ill.
www.acehardware.com
Integrated franchised retail stores with customer loyalty and service program
Paul Ingevaldson, Senior VP of IT
Jay Heubner, Director of Application Development
Frank Murphy, Manager of Retail Technology Products
FY01 revenue: $2.9B
Employees: 5,093


Amazon.com Inc. Pg. 56
Online retailer
Seattle
www.amazon.com
Effective gathering and use of customer data
Richard L. Dalzell, CIO and Senior VP of Worldwide Architecture and Platform Software
FY01 revenue: $3.1B
Employees: 7,800


American Airlines Inc.
Commercial airline
Fort Worth, Texas
www.aa.com
Collaborative effort to integrate TWA systems and improve customer service, financial tracking and project management technologies
Monte Ford, Senior VP and CIO
FY01 revenue: $19B
Employees: 118,400


Arkansas Blue Cross and Blue Shield
Health care
Little Rock, Ark.
www.arkansasbluecross.com
Internal and external facing systems provide greater access to information
Joseph S. Smith, VP of Private Programs and CIO
Robert Heard, VP of Infrastructure Management
FY01 revenue: $910M
Employees: 2,200


Autobytel Inc.
Online automotive marketing company
Irvine, Calif.
www.autobytel.com
Extensive sharing of data between manufacturers, dealers and customers
Jeffrey Schwartz, President and CEO
Gary Leek, VP and CTO
FY01 revenue: $71M
Employees: 261


AutoTrader.com LLC
Online classifieds
Atlanta
www.autotrader.com
Extracts vehicle listings and images from many sources; installed online auction listing management tools
Brad Mohs, Senior VP and CTO
Stan Green, VP of Business Solutions
Greg Easterly, General Manager of Auctions
FY02 revenue: $110M
Employees: 500


Barton Malow Co.
Architecture and construction management
Southfield, Mich.
www.bartonmalow.com
Internal users receive e-mail, voice mail and faxes in a single electronic inbox
Phil Go, CIO
Lori Howlett, Senior VP
FY01 revenue: $1.2B
Employees: 1,800


Best Buy Co. Inc.
Consumer electronics
Eden Prairie, Minn.
www.bestbuy.com
Integrated point-of-sale, online and inventory management systems
Marc D. Gordon, Executive VP and CIO
FY01 revenue: $15.3B
Employees: 90,000


Boise Cascade Office Products Corp.
Office products
Itasca, Ill.
www.boiseoffice.com
Web portal integrates knowledge needed for all customer contacts, including e-commerce, field and telephone sales, and customer service
Christopher Milliken, CEO
Gary Massel, VP and CIO
FY01 revenue: $3.5B
Employees: 13,000



BP PLC Pgs. 40, 66
Oil and gas
London
www.bp.com
Unified systems after several large-scale mergers
John Leggate, Group VP and CIO
Phiroz P. Darukhanavala, VP and CTO
FY01 revenue: $174.2B
Employees: 107,200


Burlington Northern and Santa Fe Railway Co.
North American railroad
Fort Worth, Texas
www.bnsf.com
Customized CRM tool; provided single data entry point to manage and prioritize work orders; placed all HR and employee data online
Gregory F. Fox, VP of Technology Services and CIO
Craig Hill, VP of Mechanical and Value Engineering
FY01 revenue: $9.2B
Employees: 40,000


Cabot Corp. Pg. 74
Chemicals
Boston
www.cabot-corp.com
Established improvement team to unify and manage core business processes
Kennett Burnes, Chairman and CEO
Craig Bickel, VP and CIO
Peter Smith, Director of Business Process Improvement
FY01 revenue: $1.7B
Employees: 4,500


CalPERS (California Public Employees’ Retirement System)
Retirement benefits administrator
Sacramento, Calif.
www.calpers.ca.gov
Reduced CRM costs by deploying customer self-service systems; established connectivity for all enterprise systems
Jack Corrie, CIO
James H. Gomez, Deputy Executive Officer
Revenue: NA
Employees: 1,600


Cargill Inc. Pg. 56
Distributor
Wayzata, Minn.
www.cargill.com
Invested in high-end integration tools