Douglas Shurts
Managing Partner

Mr. Shurts manages Client Service and Practice Development for the PrinciplesGroup. Doug has deep "executive level" leadership experience both in industry as a Senior Executive & as a lead consultant for numerous companies such as Avaya, BD and Ethicon. Doug has extensive experience with business transformation, particularly in areas of CRM and ERP related change and Enterprise Applications (ERP) and Customer Operations & Technology (CRM) knowledge. He has held leadership positions in change management, value realization, SAP Supply Chain, Governance, customer service & sales center operations, self-service technology, billing and outsourcing. At PrinciplesGroup Consulting, Doug has developed new businesses such as expert witness call center technology and business consulting.  Additionally, he has led Change Management and Benefits Realization engagements in the Medical Device and Diagnostic, Life Sciences, Telecommunications, Consumer Products and Government sectors most of these involving SAP.

Doug has considerable experience architecting major change management programs for large scale organizational redesign initiatives that leverage process and information technology to improve business processes, organizational performance, sales results and customer service. Exemplifying this, he has led four major enterprise transformation initiatives within AT&T in the areas of self-service automation, customer relationship management (CRM) focused on improved quality and cost reduction, implementation of new billing processes, as well as customer database marketing and segmentation marketing for consumers. He has planned and executed major operations transformation initiatives, new product introductions, large scale business process and technology projects as well as downsizing, consolidation, and re-engineering programs to achieve dramatic quantifiable results.

As a senior AT&T executive, Doug led the consumer CRM self-service transformation in customer care and sales. Major advances in customer satisfaction, reduced costs and time to market were realized through enhancements in e-care, e-commerce, network routing, voice response technology and cutting edge natural language applications.

Several aspects of Doug’s work have been published in the Star Ledger Business Section, Connect Magazine, AT&T’s e-connect online magazine, other newspapers, and online publications. His leadership was instrumental in development of the National Language Application, How May I Help You? (HMIHY) now a product of AT&T called Voice Tones. In recognition of their efforts, he and his team won the coveted AT&T Software Excellence Award and the Circle of Excellence Award.

Academically, Mr. Shurts earned his M.B.A., with High Honors, from Fairleigh Dickinson University and a B.S. Degree in Finance from Lehigh University. In addition he has completed Executive Education programs focused on marketing and global competition at Duke University’s Fuqua Business School, Dartmouth’s Tuck Business School and Stanford University.