The It System That Couldn't Deliver (Lenox Case)
BACKGROUND OF THE STUDY
Three years ago, Diana Sullivan, was recruited by Lenox from a major competitor to work as its Chief Information Officer. Sullivan, a 20-year veteran information systems executive, knew going into this job that computers had never been one of Lenox's strengths. James Bennett, Lenox's Chief Executive Officer told Sullivan that they simply need a tool that would help their agents provide fast and reliable information needed to close a sale.
After years of hard 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 Lenox's 10,000-plus agents to do everything from establishing a prospect's financial profile, to selecting the most appropriate products from the company's myriad policies and generating all the paperwork needed to close a sale.
Lifexpress, however, wasn't boosting sales productivity as much as management had expected. Two of Lenox's......
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Approximate Word Count: 1241
Approximate Pages: 5 (250 words per double-spaced page)
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