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Transforming IT from Strategic Liability to Strategic Asset
In 2002, when Ron Williams became president of the U.S. health care services giant Aetna, the company had just reported an annual loss of $280 million and was on the brink of failure.1 In 2007, just five years later, Aetna posted net income of $1.8 billion and was named by Fortune magazine the United States’ most admired company in health care. To what does Williams, now CEO and chairman, attribute the company’s turnaround? An intense focus on customers and employees, a companywide embrace of “back to basics” values, and the development and use of a dynamic information technology (IT) platform.2
Williams joined Aetna in 2000 as head of business operations. Early ...
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