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Case Study: Elise Smart

In: Business and Management

Submitted By shefas
Words 3097
Pages 13
I. Situation Analysis
This case is about a problem identification and solution of the Millennium Insurance Company. It’s a mid-sized insurance company with 10,000 employees and about 1.8 million customers. It offers various lines of insurance. For example: life, property and casualty and health. The biggest ratio of the revenue is generated by selling insurances and as well from a substantial mortgage business. The company is performing well, but there some problems in the IT-department. Many employees in the line business divisions as well as lower-level analysts have bought and used various PC’s and software. This happened without support of the IT department. When end-users contacted the IT-department they were unconfident, because they didn’t get help of them. The staff of the IT-department were focused on mainframe computing and operational systems and not about the PC’s and the software’s. This led to a high amount of complaints of the line business units about the unresponsiveness and the incompetence of the IT-department. So the senior vice president ‘John Cheng’ wanted to change this situation. He and senior managers developed a one year plan. This plan is structured in a three step approach:
 PC Research and Development
 Knowledge Management
 End User Education and Support
The focus in this essay is on the end-user education and support strategy. The key manager is Elise Smart. She is 32 years old and was the senior manager in the development group of the IT division. She is a high performer and has special knowledge in the field of IT. Also a strong leading competence is one of her values. Her strategy was to implement a new drop-in-centre. As she took her new role the staff was unmotivated and tired. After analyzing the situation she started to get things organized. Within six months, her team performed well, was motivated and disciplined which...

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