The System that Couldn't Deliver (Lenox Case Study)

BACKGROUND OF THE STUDYThree years ago, Diana Sullivan, was recruited by Lenox from a major competitor to take hold of going as its Chief Information Officer. Sullivan, a 20-year veteran discipline systems executive, knew going into this job that computers had never been one of Lenoxs strengths. James Bennett, Lenox?s Chief Executive Officer told Sullivan that they simply need a tool that would stand by their agents provide fast and reliable study needed to close a sale.

After years of strenuous work, Sullivan thought she had done her job well by delivering Lifexpress on time and on budget. Lifexpress is a sophisticated computer-aided system that enabled Lenoxs 10,000-plus agents to do everything from establishing a prospects financial profile, to selecting the most appropriate products from the associations myriad policies and generating plainly the paperwork needed to close a sale.

Lifexpress, however, wasnt boosting sales productivity as much as management had expected. Two of Lenoxs competitors had launched similar systems and atomic number 18 already running ahead of them. Sullivan?s Boss, Chief financial Officer Clay Fontana seems to be blaming Sullivan for the problem. Bennett appeared to correspond with Fontana. They believe that since Lifexpress is Sullivan?s ?system? then she should be accountable not only for its creation and implementation but for realizing the business goals that goes with it as well.



however Sullivan believes that had already taken what the necessary steps to bring the company up to speed.

STATEMENT OF THE PROBLEMHow can information technology projects help Lenox achieve its business goals?OBJECTIVES1.To describe the company?s lieu towards information technology2.To determine how Lenox can achieve radical proceeding improvements through the use of information technologyTHEORETICAL FRAMEWORK?Decisions on investments in IT are both critical and contentious. With a thorough ground of a company?s strategic context, managers can let on business and IT maxims that can help determine the IT...

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