Lorri A. Lofvers

Lorri Lofvers Lorri has over 20 years of management and consulting experience on domestic and international technology projects. Her experience spans a variety of industries, including financial services, manufacturing, healthcare, retail, and utilities. Prior to joining Rich Consulting, her professional experience included:

Computer Sciences Corporation – 11 years providing management consulting, project management, and analysis services to executives, managers, and cross-functional teams. Focus areas included project strategy, systems implementation, business process redesign, organizational change and facilitation.

Blue Cross & Blue Shield of Massachusetts – 10 years of line management and product management roles in Customer Service, Finance, Marketing, Claims, and Information Technology, supporting large local and national accounts.

Recent Projects

Projects that Lorri has developed and managed in recent years include:

Customer Image Survey for a Combined Gas & Electric Utility. The scope included a survey of a sample of 400 residential customers to determine the underlying causes of change in the utility’s customer satisfaction ratings. Recommendations were presented to the senior executive team, and a multi-year improvement campaign has been launched.

System Requirements Definition for a Gas Utility Company. Facilitated cross-functional representatives through a structured process to define and document requirements for a meter management system. Lorri was credited for accomplishing in six weeks what previous efforts had failed to complete in a year and a half.

Problem Analysis and Program Management for a Major Insurance Company. Facilitated the cross-functional review of problem management processes and issues. Identified business process, reporting, software, and technical changes and managed the program to implement them within aggressive timeframes. Project resulted in accelerated problem resolution, more effective root cause analysis, and a reduction in problem calls.

Organizational Change for Rapid-Growth Communications Company. Guided senior managers through business change dimensions of implementing new financial software applications. Developed strategies, tools, and materials to establish and document new business policies, communicate impacts, involve stakeholders, and trained staff nationwide.

Program Management Office Establishment for two Global Financial Services Companies. Managed stakeholder alignment, coached senior executives, established program roles, responsibilities, and structure. Coordinated multiple vendor and client teams to develop and disseminate program communications to 20,000 customers and 14,000 employees. Enabled substantive program work to proceed more quickly by solidifying clarity, cohesiveness, and direction.

Re-usable Supply Chain Training Materials and Business Process Models for a World Class Manufacturer. Managed and promoted company-wide standards for business process models and tools. Monitored dozens of experts in three countries in development of reusable training materials. On-time completion supported successful European roll-out.

Previous Experience

Lorri began her career at Blue Cross and Blue Shield of Massachusetts, progressing through management and project roles, bringing functional managers across the organization together to communicate, collaborate, problem-solve, set priorities and meet deadlines for servicing prestigious local and national customers. As IT Director, she managed business process redesign, communications, and financial controls for a major reengineering project, defining new workflows, organizational structures, roles, and policies for a customer-focused operations model.

She further developed her consulting skills at Computer Sciences, guiding business change frequently tied to initiatives using leading edge technology. Lorri has taught courses in Workshop Facilitation, Leadership, Business Analysis & Redesign, System Development Lifecycles, and Process Modeling. She is experienced in customizing, augmenting, and rolling out standardized methodologies.

Lorri is active in professional and community organizations including the Boston Facilitator's Round Table, the Organizational Development Learning Group, and the Greater Boston Organizational Development Network.

Education

MBA, Boston University
BS, Cornell University