Ivey Publishing

Managing and Using Information Systems: A Strategic Approach

Pearlson, K.E., Saunders, C.S.,3/e (United States, Wiley, 2005)
Prepared By Hannah Rasmussen, Ph.D. Student (Information Systems)
Chapter and Title Chapter Matches: Case Information
Chapter 1:
The Information Systems Strategy Triangle

XEROX (HONG KONG): SALES ACTIVITY MANAGEMENT PROCESS (B)
E.F. Peter Newson, Peter Yuan

Product Number: 9B00E002
Publication Date: 4/13/2000
Revision Date: 1/8/2010
Length: 5 pages

Xerox (Hong Kong) had implemented two IT projects. Critical Business Information was being rolled out by the sales and marketing department for sales activity management. While the director of office systems operations was encouraged by the improvement in the quality of information and its usefulness in planning and reporting sales activities, he also realized that significant effort would be required for Xerox (Hong Kong) to fully embrace the digital management system. This is a follow-up to Xerox (Hong Kong): Sales Activity Management Process (A), case 9A99E015.

Teaching Note: 8B00E02 (3 pages)
Industry: Manufacturing
Issues: Managing Implementation; Information System Design; Computer System Implementation; Organizational Change
Difficulty: 4 - Undergraduate/MBA



CERNET: MANAGING INTERNET GROWTH IN CHINA
Michael Parent, Harvey G. Enns

Product Number: 9A98E001
Publication Date: 1/28/1998
Revision Date: 1/27/2010
Length: 13 pages

CERNET, the China Education and Research Network, is a not-for-profit, central government body formed to oversee the development and implementation of a university-based nation-wide Internet backbone. Fulfilling this mandate was well underway. CERNET was connected to 280 of China's 3,035 universities and colleges. Much work nonetheless remained. The case deals with managing the growth of the network from the perspective of the director of the Technical Board and Network Centre. Issues he had to contend with include hardware and bandwidth upgrades and installations, access, security, connectivity, costs, and tariffs. With over half the country's population not yet having made their first telephone call, these tasks proved daunting.

Teaching Note: 8A98E01 (10 pages)
Industry: Information, Media & Telecommunications
Issues: China; Internet; Information Systems; Capital Budgeting
Difficulty: 4 - Undergraduate/MBA


Chapter 2:
Strategic Use of Information Resources

HONG KONG'S TRADELINK: AN EDI VISION
Sid L. Huff, Duncan G. Copeland, Leslie Surmon

Product Number: 9A95E002
Publication Date: 3/4/1995
Revision Date: 2/16/2010
Length: 22 pages

The general manager of Hong Kong's Tradelink project has to decide whether Tradelink should issue a Request for Proposals to computer vendors now, or wait a few months for the Hong Kong government's formal approval that it will grant Tradelink a monopoly to operate an electronic data interchange (EDI) service for government trade documents and take a shareholding in the company. The central issue in the case is the question of the extent to which EDI is really a strategic necessity at this time for Hong Kong. The case also provides students with exposure to the Hong Kong business environment, a basic understanding of EDI and how it works and the application of EDI to international trading practices.

Teaching Note: 8A95E02 (23 pages)
Industry: Public Administration
Issues: International Trade; Information Systems; Electronics
Difficulty: 4 - Undergraduate/MBA



FLOWER AUCTION WESTLAND: THE COSMOS PROJECT
Duncan G. Copeland, Iain Spooner

Product Number: 9A94E001
Publication Date: 1/28/1994
Revision Date: 2/23/2010
Length: 17 pages

The manager of information and technology at a flower auction house must decide on the pace at which information technology changes should be introduced. The issues raised in the case pertain to the formulation and implementation of information technology strategies, and illustrate the potentially integrative role of information technology, different levels of information technology strategy, online bidding, and the establishment and maintenance of information systems for clearing channels.

Teaching Note: 8A94E01 (7 pages)
Industry: Wholesale Trade
Issues: Management Information Systems; Organizational Change; Management of Change
Difficulty: 4 - Undergraduate/MBA


Chapter 3:
Organizational Impacts of Information Systems Use

METALCO: THE SAP PROPOSAL
Sid L. Huff, Elspeth Murray

Product Number: 9A98E012
Publication Date: 5/27/1998
Revision Date: 6/20/2000
Length: 20 pages

Metalco is a large Australian mining company. It has a rocky history in terms of its effective use of information systems (IS), and there is widespread dissatisfaction in the company concerning IS and the IS department. A recent resignation of the chief information officer led to the decentralization of the IS function, to move it closer to the operating departments. At the same time, one of the division heads has proposed that the company buy the SAP enterprise-wide system, to replace an earlier internal system which had been poorly received. The price tag for SAP is very high, $23 million. Implementing it would also require substantial changes in company processes. In light of its history, recent IS decentralization, and the high SAP price tag, the company is faced with making the decision of whether to go ahead with SAP. An appendix in the case provides extensive information on the procedure used to evaluate SAP, and results thereof.

Teaching Note: 8A98E12 (4 pages)
Industry: Mining, Quarrying, and Oil and Gas Extraction
Issues: Information Systems; Information Technology; Information System Design; Computer System Implementation
Difficulty: 4 - Undergraduate/MBA



DATACOM: THE INTERNET IN MONGOLIA
Sid L. Huff, Harvey G. Enns

Product Number: 9A97E011
Publication Date: 9/12/1997
Revision Date: 11/18/2002
Length: 29 pages

Datacom is one of the first Internet Service Provider companies to be started in Mongolia. The company was sponsored in part by the Pan Asia Networking (PAN) initiative, a project under the auspices of the International Development Research Centre (IDRC), a Canadian Crown Corporation. IDRC believed that an effective way of promoting third-world economic development was through the development of Information Technology infrastructure. Datacom was PAN's first major project, so the PAN initiative and the IDRC had a lot riding on its success. Development of data communications and the Internet in Mongolia was especially challenging given the rudimentary nature of telecommunications in the country. The decision maker in the case is faced with questions of how to expand Datacom's service offerings following its initial venture into Internet services. Wireless communications and satellites provide a way around some of the obstacles, but pose other challenges in terms of cost and know-how. A technical note (9A99E010) on Very Small Aperture Terminals (VSATs) is available as a supplement to this case.

Teaching Note: 8A97E11 (12 pages)
Industry: Information, Media & Telecommunications
Issues: Computer Applications; Information Systems; Technological Change
Difficulty: 4 - Undergraduate/MBA


Chapter 4:
Information Technology and the Design of Work

GENERAL MOTORS OF CANADA: COMMON SYSTEM IMPLEMENTATION
Scott L. Schneberger, Antoni Krajewski

Product Number: 9A98E014
Publication Date: 10/5/1998
Revision Date: 1/28/2010
Length: 20 pages

As part of General Motors' overall strategy to standardize systems across GM's global operations, GM planned to implement a new timekeeping information system throughout GM plants in Canada. A common timekeeping system could increase plant efficiency, standardize reporting for headquarters, and facilitate productivity benchmarking across North America. Existing GM Canada timekeeping practices differed considerably within Canada and with U.S. operations, however, and Canadian resistance was threatening system implementation.

Teaching Note: 8A98E14 (5 pages)
Industry: Manufacturing
Issues: Information Systems; Management in a Global Environment; Management Information Systems; Human Resources Management
Difficulty: 4 - Undergraduate/MBA



EURO-ARAB MANAGEMENT SCHOOL
Sid L. Huff, Mike Wade

Product Number: 9A99E024
Publication Date: 6/24/1999
Revision Date: 1/15/2010
Length: 8 pages

The Euro-Arab Management School is an academic institution established by the European Union and the Arab League. The School is a 'virtual organization:' it does not operate bricks and mortar classrooms. Instead, programs are offered in an innovative manner which combines Web-based learning with local tutoring. The case deals with the concept of management of a virtual organization, and introduces some of the benefits and challenges of virtual organizations. The case also deals with issues of the future of education in the age of the Internet.

Teaching Note: 8A99E24 (3 pages)
Industry: Educational Services
Issues: Internet; Information Systems; Education
Difficulty: 4 - Undergraduate/MBA


Chapter 5:
Information Technology and Changing Business Processes

JI'NAN BROADCASTING CORPORATION
Michael Parent, Ken Mark

Product Number: 9B02E009
Publication Date: 9/20/2002
Revision Date: 12/1/2009
Length: 7 pages

Ji'nan Broadcasting Corporation, Shandong province's public broadcaster, is entering the data and voice transmission markets. The company is preparing for an initial public offering in 2005 and must show strong, positive growth. The most likely source of that growth is expected to come from Shandong's under-served business sector. Currently, no data services are available and only one company provides voice services. The data and voice project's scope indicates that multiple vendors might be needed. For an upcoming meeting with Nortel Network's account sales manager, the project manager must provide recommendations on vendors, equipment and network specification options.

Teaching Note: 8B02E09 (7 pages)
Industry: Information, Media & Telecommunications
Issues: China; Telecommunication Technology; Management Information Systems; Project Management
Difficulty: 4 - Undergraduate/MBA



WIRED WELLINGTON: THE INFO CITY PROJECT AND THE CITY LINK NETWORK
Sid L. Huff

Product Number: 9A98E009
Publication Date: 3/25/1998
Revision Date: 1/27/2010
Length: 34 pages

As a central component of its Vision 2020 strategy, the city of Wellington, New Zealand has developed preliminary plans to transform itself into a wired city. The overarching project was called Info City. One of the sub-projects was called City Link. The objective of City Link was to create a high-speed digital communications infrastructure for the downtown business district. Fibre optic cable was to be used to wire up, simply and inexpensively, the city's downtown businesses, to provide a backbone network that businesses could utilize, however they wished, to make themselves more competitive. A consortium of interested parties had recently been formed, a telecommunications architecture was being developed, and plans for stringing cable were under way. While the project champion was unclear about the utility of the new system, he was confident that once the infrastructure was in place, ideas for its utilization would readily emerge. This case provides a setting for exploring the issue of the role of IT in competitive strategy. It also raises interesting social policy questions, about who should pay for such undertaking, who should benefit, and so forth.

Teaching Note: 8A98E09 (10 pages)
Industry: Information, Media & Telecommunications
Issues: Competitiveness; Information Technology; E-Commerce; Networks
Difficulty: 4 - Undergraduate/MBA


Chapter 6:
Architecture and Infrastructure

INTERNET BANKING PROJECT IN INDUSTRIAL AND COMMERCIAL BANK OF CHINA (SHANGHAI)
Darren Meister, Lihua Huang, Yulin Fang, Yun Zhang

Product Number: 9B04E024
Publication Date: 9/20/2004
Revision Date: 10/9/2009
Length: 20 pages

The Industrial and Commercial Bank of China’s Shanghai branch has successfully launched its Internet-based private banking service. The vice director of e-banking felt that the project was a success in terms of schedule and quality, and he needed to present his experiences and lessons learned to senior management. Of particular importance were the e-banking system’s benefits to users, the consumer profile, impacts on the bank’s performance, and factors influencing the effective implementation of the system.

Teaching Note: 8B04E24 (10 pages)
Industry: Finance and Insurance
Issues: Computer System Implementation; Information System Design; Feasibility Analysis; e-banking; China
Difficulty: 4 - Undergraduate/MBA



INFORMATION SYSTEMS AT FIRSTCARIBBEAN: CHOOSING A STANDARD OPERATING ENVIRONMENT
Louis Beaubien, Sonia Mahon

Product Number: 9B04E032
Publication Date: 3/22/2005
Revision Date: 10/9/2009
Length: 10 pages

The Canadian Imperial Bank of Commerce and Barclays Bank PLC were in advanced negotiations regarding the potential merger of their respective retail, corporate and offshore banking operations in the Caribbean. Currently there are four systems in operation in the region. All are carry-overs from the pre-merger operation of the bank. Each of the systems has different pros and cons consisting of degree of fit with the organization strategy, likely impact on organizational culture, and functionality. As part of the effort to standardize practices across the organization, a choice for one standard operating system must be made. This case may be taught on a stand alone basis or in combination with any of four additional cases that deal with various functional issues regarding the actual merger and integration. The four additional cases deal are: CIBC-Barclays: Should Their Caribbean Operations be Merged?, product 9B04M067; Harmonization of Compensation and Benefits for FirstCaribbean Bank, product 9B04C053; CIBC-Barclays: Accounting for Their Merger, product 9B04B022 and Note on Banking in the Caribbean, product 9B05M015.

Teaching Note: 8B04E32 (8 pages)
Industry: Finance and Insurance
Issues: Mergers & Acquisitions; Integration; International Management; Management Information Systems; University of West Indies
Difficulty: 4 - Undergraduate/MBA


Chapter 7:
Doing Business on the Internet

NATIONAL LIBRARY OF NEW ZEALAND TE PUNA MATAURANGA O AOTEAROA A LIBRARY WITHOUT WALLS: THE NDIS PROJECT
Sid L. Huff, David Keane, Tracey Priest, Jane Farley

Product Number: 9A99E008
Publication Date: 6/4/1999
Revision Date: 1/15/2010
Length: 20 pages

The National Library of New Zealand, based in Wellington, had launched a large project to redevelop the computer systems it used for interfacing with its customers. Because of the expense involved, it had decided to undertake the project jointly with the Australian National Library. The general idea underlying the National Document Information Service project was to allow library users to access library information holdings electronically, so that as many people as possible could utilize library information resources without having to physically come to the library itself. During the design phase of the project, the worldwide web emerged as a new kind of universal interface, causing the designers to pause and rethink the system's architecture with the web in mind. The National Document Information Service project also gave rise to numerous organizational and managerial issues within the library itself. This case draws the reader's attention to the emergence of digital libraries, and the many challenges real libraries face as they try to embrace the electronic future.

Teaching Note: 8A99E08 (9 pages)
Industry: Educational Services
Issues: Project Management; Internet; Digital Libraries
Difficulty: 4 - Undergraduate/MBA



JI'NAN BROADCASTING CORPORATION
Michael Parent, Ken Mark

Product Number: 9B02E009
Publication Date: 9/20/2002
Revision Date: 12/1/2009
Length: 7 pages

Ji'nan Broadcasting Corporation, Shandong province's public broadcaster, is entering the data and voice transmission markets. The company is preparing for an initial public offering in 2005 and must show strong, positive growth. The most likely source of that growth is expected to come from Shandong's under-served business sector. Currently, no data services are available and only one company provides voice services. The data and voice project's scope indicates that multiple vendors might be needed. For an upcoming meeting with Nortel Network's account sales manager, the project manager must provide recommendations on vendors, equipment and network specification options.

Teaching Note: 8B02E09 (7 pages)
Industry: Information, Media & Telecommunications
Issues: China; Telecommunication Technology; Management Information Systems; Project Management
Difficulty: 4 - Undergraduate/MBA


Chapter 8:
Using Information Ethically

DOUBLECLICK INC.: GATHERING CUSTOMER INTELLIGENCE
Scott L. Schneberger, Ken Mark

Product Number: 9B01E005
Publication Date: 3/5/2001
Length: 16 pages

DoubleClick Inc., with global headquarters in New York City and over 30 offices around the world, was a leading provider of comprehensive Internet advertising solutions for marketers and Web publishers. It combined technology, media and data expertise to centralize planning, execution, control, tracking and reporting for online media companies. DoubleClick was able to track Internet-users' surfing habits (but not the surfers' identities) allowing it to personalize ads for specific market groups. When DoubleClick announced it was merging with Abacus Direct, a direct marketing company with a database of consumer names, addresses and retail purchasing habits of 90 per cent of American households, it raised many privacy-related questions and concerns. Several Internet privacy activists had filed a formal complaint with the Federal Trade Commission after being informed by media sources that DoubleClick had the ability to divulge a person's identity by merging the databases of the two companies and matching the information in cookies with a surfer's profile. The president of DoubleClick was confident that its internal practices were sound, but he wondered if they would placate advertising clients afraid of consumer backlash, the concerns of Internet surfers and the company's investors.

Teaching Note: 8B01E05 (10 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: High Technology Products; E-Commerce; Privacy Issues; Risk Management
Difficulty: 4 - Undergraduate/MBA



ASPEN GROVE
Daniel McCarthy, David T.A. Wesley

Product Number: 9B03E008
Publication Date: 4/2/2003
Revision Date: 10/19/2009
Length: 20 pages

Aspen Grove was one of the first companies to provide applications over the Internet in 1996. It was also the first application service provider to implement a functional system for the legal market. Despite an apparent first mover advantage, the company has had limited growth and it has not expanded its customer base much beyond its original legal clients. With one of the three founders tied to the development of software and support for the company's partner and another managing the company's European division, they did not have the time they need to fully develop the company the way they originally envisioned. Because Aspen Grove did not use a proprietary database or other proprietary technology, the company soon found many new entrants competing against it. Services were charged on a per process basis, meaning that clients only paid for services that they used. While this appeared to be low risk solution for reducing information technology expenses, many potential clients were reluctant to trust sensitive legal information to a small Internet company. With many Internet companies failing or being acquired by larger companies, trust became even more critical.

Teaching Note: 8B03E08 (5 pages)
Industry: Professional, Scientific, and Technical Services
Issues: Legal System; Internet Software; Women in Management; Northeastern
Difficulty: 4 - Undergraduate/MBA


Chapter 9:
The Management Information Systems Organization

KL WORLDWIDE ENTERPRISES, INC.: PUTTING IT TO WORK
Richard M. Kesner

Product Number: 9B05E023
Publication Date: 1/13/2006
Revision Date: 11/11/2015
Length: 21 pages

The KL Worldwide Enterprises Inc. case provides a rich context within which to explore the information technology (IT) issues that confront a global enterprise engaged in the manufacture, sales, and distribution of durable goods. The primary purpose is to give students a real-world, hands-on simulation of an IT systems development process that spans the entire lifecycle of an IT project from initial project scoping and justification through acceptance testing and deployment. The KL case emphasizes the design and delivery of enterprise resource planning, supply-chain management, decision support system, and e-commerce solutions for both for-profit and not-for-profit organizations. The case leads the reader into a consideration of the many opportunities to improve KL’s performance through the better design and integration of IT-enabled processes and services, including designing a new e-commerce or DSS capability and reengineering KL’s supply-chain and product design practices.

Teaching Note: 8B05E23 (9 pages)
Industry: Manufacturing
Issues: Operations Management; E-Commerce; Information System Design; Information Systems; Northeastern
Difficulty: 4 - Undergraduate/MBA



PATAGON.COM: EXPANDINNG GLOBALLY AND PENETRATING LOCALLY WHILE CONSTANTLY REINVENTING ITSELF
Ramiro Montealegre, Alberto Ballvé

Product Number: 9B01E012
Publication Date: 5/17/2001
Revision Date: 12/18/2009
Length: 26 pages

Founded in 1998, Patagon.com is a pioneer in Latin American Internet-based financial services. The substantial changes in and growth of its business and operations had placed significant demands on the company's administrative, operational, technological and staffing resources. The rapid growth has strained its ability to adequately integrate the companies it is acquiring. The challenge for the management team is to integrate the confederation of country-specific organizations while maintaining the agility and responsiveness of a small firm - and at the same time, develop management systems and enterprise design that would handle the growing complexity.

Teaching Note: 8B01E12 (17 pages)
Industry: Finance and Insurance
Issues: E-Commerce; Strategy Development; Organizational Change
Difficulty: 4 - Undergraduate/MBA


Chapter 10:
Funding IT

MERCEDES-BENZ USA: INVESTING IN IT INFRASTRUCTURE
Steven R. Kursh, Michael Hoch

Product Number: 9B06E003
Publication Date: 1/13/2006
Revision Date: 9/17/2009
Length: 10 pages

The national manager for technical training at Mercedes-Benz USA, is considering using streaming media and distance learning as a supplement to class-room based education, but is concerned that this innovative and risky IT investment could have a negative affect on the company's quality reputation. He needs to evaluate the viability of the e-learning option, including selecting between two vendors, Microsoft and Real Networks. This case provides students with an opportunity to develop a methodology based on capital budgeting analysis for evaluating and executing IT investments. The case is particularly valuable for helping students to consider the risks related to the execution of IT investments, even when an investment has a high ROI. Supplement material, Implications of Streaming Media: A Technical Note, product 9B06E002 is available.

Teaching Note: 8B06E03 (18 pages)
Industry: Retail Trade
Issues: Automotive; Telecommunication Technology; Computer System Implementation; Financial Analysis; Northeastern
Difficulty: 4 - Undergraduate/MBA



TOYBOX: MANAGING DYNAMIC DIGITAL PROJECTS
Darren Meister, David Singer

Product Number: 9B02E014
Publication Date: 2/6/2003
Revision Date: 12/1/2009
Length: 12 pages

Toybox is the visual effects division of Command Post, Canada's largest full service postproduction company and industry leader in technical and creative services for film, television, video and digital audio productions. Toybox's visual special effects manager believes that an improved information system for managing digital projects is required to cope with future growth. For example, during recent production work on a feature film, difficulties in workload, signoffs and rework reached an unsustainable level. The visual special effects manager must choose between an off-the-shelf product and a custom in-house solution. However, his decision is complicated by the creative work environment and the number of systems to which the new system must be integrated.

Teaching Note: 8B02E14 (7 pages)
Industry: Arts, Entertainment, Sports and Recreation
Issues: Make or Buy Decision; Information Technology; Animation Studio; Computer Selection
Difficulty: 4 - Undergraduate/MBA


Chapter 11:
Project Management

SHANGHAI BELL - THE COLLABORATIVE PRODUCT COMMERCE SYSTEM (CPC)
Darren Meister, Yulin Fang, Jianguo Jia

Product Number: 9B04E023
Publication Date: 9/20/2004
Revision Date: 10/9/2009
Length: 19 pages

The research and development improvement manager at Shanghai Bell, a major telecommunications device manufacturer in China, has just finished a meeting with top management on strategic initiatives suggested in the corporate information systems plan report. One project that was suggested in the report — implementing a collaborative product commerce (CPC) system — is about to begin. The manager must review the project planning process and examine the extent to which the company, a European-Chinese joint venture, is ready to undertake the project.

Teaching Note: 8B04E23 (12 pages)
Industry: Manufacturing
Issues: Computer Systems Implementation; Information Systems Design; Feasibility Analysis; Telecommunications; China and Europe
Difficulty: 4 - Undergraduate/MBA



KL WORLDWIDE ENTERPRISES, INC.: PUTTING IT TO WORK
Richard M. Kesner

Product Number: 9B05E023
Publication Date: 1/13/2006
Revision Date: 11/11/2015
Length: 21 pages

The KL Worldwide Enterprises Inc. case provides a rich context within which to explore the information technology (IT) issues that confront a global enterprise engaged in the manufacture, sales, and distribution of durable goods. The primary purpose is to give students a real-world, hands-on simulation of an IT systems development process that spans the entire lifecycle of an IT project from initial project scoping and justification through acceptance testing and deployment. The KL case emphasizes the design and delivery of enterprise resource planning, supply-chain management, decision support system, and e-commerce solutions for both for-profit and not-for-profit organizations. The case leads the reader into a consideration of the many opportunities to improve KL’s performance through the better design and integration of IT-enabled processes and services, including designing a new e-commerce or DSS capability and reengineering KL’s supply-chain and product design practices.

Teaching Note: 8B05E23 (9 pages)
Industry: Manufacturing
Issues: Operations Management; E-Commerce; Information System Design; Information Systems; Northeastern
Difficulty: 4 - Undergraduate/MBA


Chapter 12:
Knowledge Management

HILL & KNOWLTON: KNOWLEDGE MANAGEMENT
Darren Meister, Ken Mark

Product Number: 9B04E003
Publication Date: 3/4/2004
Revision Date: 10/9/2009
Length: 15 pages

Hill & Knowlton is a division of one of the world's largest communication services group. Tagging e-mail communications to support knowledge management codification and connection strategies is an important issue for managers. Issues related to privacy and performance need to be considered. The worldwide director of knowledge management at Hill & Knowlton needs to assess the degree to which tagging should be enforced in a communication services organization that supports numerous clients around the world.

Teaching Note: 8B04E03 (5 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Knowledge Based Systems; Communications; Knowledge Management; Leveraging Information Technology
Difficulty: 4 - Undergraduate/MBA



IBM'S KNOWLEDGE MANAGEMENT PROPOSAL FOR THE ONTARIO MINISTRY OF EDUCATION
Darren Meister, Ken Mark

Product Number: 9B05E007
Publication Date: 3/22/2005
Revision Date: 9/30/2009
Length: 12 pages

Kathryn Everest, the knowledge management consultant for IBM Canada Ltd.’s business consulting service, was preparing for a meeting with the province of Ontario’s Deputy Minister of Education. The purpose of the meeting was to secure top-level support for an early-stage knowledge management program at the ministry. For the past few weeks she had conducted an initial study of ministry needs and believed that the organization could benefit from one or more knowledge management solutions, including document management, communities of practice, and an expert directory. Everest wondered how she should approach the meeting, given that there seemed to be internal ministry concerns about knowledge-sharing. As she reviewed her notes, she wanted to know which solution(s) she should recommend and what implementation challenges she could expect to face.

Teaching Note: 8B05E07 (4 pages)
Industry: Administrative, Support, Waste Management and Remediation Services
Issues: Project Management; Knowledge Management; Action Planning and Implementation; Stakeholder Analysis
Difficulty: 4 - Undergraduate/MBA