In 2007 Campbell Soup Company was implementing Project Harmony: a multi-year effort to implement SAP and create more standardized and integrated business processes across Campbell's North American businesses. Campbell pursued its transformation with an expectation that it would not experience...

In 2001, JM Family Enterprises (JMFE), the 15th largest privately held company in the United States, began a transformation of its IT services. By 2004, the company was ranked seventh in InformationWeek magazine's listing of most innovative users of IT. JMFE's IT transformation involved...

Faced with a large number of impending retirements, Chevron intended to downsize by outsourcing commodity services. In 2004 management recognized that taking advantage of the growing number of services available on the market required new competencies. This case describes how Chevron learned to...

Southwest Airlines has grown from upstart to the largest U.S. airline in terms of number of passengers flown while recording 34 consecutive years of profitability. Through most of those 34 years, Southwest management emphasized high touch rather than automation as critical to business success....

EFunds Corporation is the third largest business process outsourcing (BPO) provider in India. Specializing in the financial services, retail and telecommunications industries, EFunds offers financial services, customer services and transaction intensive applications. In early 2005 EFunds was...

USAA, a diversified financial services firm serving the U.S. military, had long been recognized for outstanding customer service. The company had never operated branches, instead providing services through remote channels, such as the telephone, Internet (USAA.com), mail, fax, and any bank’s...

In 1993, CEO Louis Gerstner initiated a transformation at IBM that Sam Palmisano continued when he took the reins in 2003. The transformation involved a change from a hardware and software business to a solutions and services business and from a regionally aligned organization to a global...

In 2009 PepsiAmericas was learning how to leverage an information backbone designed to provide information to the firm’s decision makers at all levels of the organization. The firm had built this information backbone — and the business capability to use it effectively — over an 8-year...