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
Background:
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.
Assignment:
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.
Intervention:
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.
Result:
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.
Key Disciplines:
Organizational Needs Assessment, Organizational Structure and Design, Change Management, Retreat Facilitation, Strategic Consultation
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