In 2009 the founders and top executives of Plenia Locatel Group, a retail business in Venezuela specializing in health care products and services, were planning a global expansion of the business. Founded by two close friends in 1994, the business grew through franchising and customer focus to...

In 2005 top management of Direct Energy, a rapidly growing energy utility, distribution and trading company, recruited a new CIO to be a member of the executive team. The case describes three years of significant change in the role of IT and provides lessons in mutual IT-business learning and...

IT projects aimed at enabling business change have become larger and more critical in recent years. But despite improved technical functionality and reliability there are persistent project overruns, delays and downright failure. A recent summary estimated that 30 to 70% of IT projects aimed at...

The Automated Commercial Environment (ACE) project in the Customs and Border Protection Agency of the U.S. Department of Homeland Security was one of the largest systems development and organizational modernization projects in history outside the Defense Department. Intentions to replace legacy...