About Wayne
Wayne helps clients refine technology strategies and technology investment plans, improving both their competitive position and their operations. His particular area of expertise is helping to design and implement IT systems for service operations, including call centers for payors, electronic health record systems for integrated healthcare systems, and CRM functions for medical service companies.
With nearly three decades of technology experience, Wayne’s healthcare work spans the sector. Recently, he led an IT performance improvement project for a major payor that resulted in a 50 percent reduction in application development delivery times and a 25 percent efficiency improvement, leading to cost savings of $80 million per year. An expert in customer systems, Wayne recently directed our work establishing a new IT architecture and CRM capability for a leading medical service provider that resulted in a 10 percent increase in revenues over 2 years and improved operational efficiency.
Wayne is a frequent author of articles related to the role of IT in healthcare, including several pieces for the McKinsey Quarterly focused on IT investment in the age of healthcare reform.
Published work
"New IT landscape for health insurers," McKinsey Quarterly, August 2010
"Reforming hospitals with IT investment," McKinsey Quarterly, August 2010
"Connecting CRM systems for better customer service," McKinsey on IT, Fall 2006
"Using IT to boost call center performance," McKinsey on IT, Spring 2006
Past experience
| Inland Steel/Ryerson Metals |
Manager, Information Technology |
1982-1989 |
Education
| University of Chicago |
|
MBA |
| Illinois Institute of Technology |
|
BS |