Case Study #16: A Fortune 500 Pharmacy Chain’s Information Services Division
Project: IS team leadership and coordination needs assessment, problem-solving retreat facilitation and organizational recommendations
The Information Services Division of a Fortune 500 pharmacy chain had previously been structured vertically in support of the various business units. At the initiative of a new CIO, the Division was reorganized into a matrixed structure that dispensed work throughout the company on a project basis. The new structure was met with considerable resistance and did not function well in terms of delivering quality and timely results.
Identify key issues affecting the matrixed organization’s effectiveness at the level, facilitate a problem-solving retreat with the Director level of the organization, and bring recommendations for action to the CIO.
CMCT conducted an in-depth organizational assessment through online surveys and individual interviews with the CIO, VPs and Directors in order to identify issues, opportunities, potential obstacles and different visions of desired outcomes. A problem-solving off-site retreat was then designed for the Directors. The retreat surfaced a number of priority issues, and recommended strategies to address these issues. On the basis of the retreat and the organizational assessment, CMCT submitted to the CIO a detailed set of recommendations for change.
The findings and recommendations of this focused, one-time intervention by CMCT played a direct role in helping along a longer-term process of change that resulted in moving back from the matrixed structure and a number of changes in leadership positions at various levels.
Organizational Needs Assessment, Organizational Structure and Design, Change Management, Retreat Facilitation, Strategic Consultation
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