Chapter 2. Industrial Case: Organizational Change in a Large Information Technology Shop

Setting the stage

Our first case study occurs in an Information Technology (IT) department that is part of a large multinational firm that is performing poorly. To quantify performance, senior management engaged a well-respected consulting firm to complete a benchmarking study to assess the competitiveness of the IT department based on an internal study of the team’s recommendations for reducing waste and inefficiencies. The consulting firm’s study has identified the following five findings that show the performance of the shop is below the norms when compared to similar IT shops from the same industry:

  • Productivity, as shown in Figure 2-1, as measured in function ...

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