Case Detail

Case Summary

IT Challenges at Great Plains Bank and Trust

Case Number: 5-404-769, Year Published: 2006

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Authors: Mark Jeffery; Scott Abbott

Key Concepts

IT Management, Enterprise Data Warehousing, Customer Relationship Management, IT Strategy, Outsourcing, EDW, CRM

Abstract

This case is designed for MBA and executive managers and focuses on the management issues that arise in a company that mismanages information technology (IT). In the case scenario a Midwestern US bank, Great Plaines Bank and Trust (GPB&T), hired a new CIO Brian Thompson. The CEO readily admitted that GPB&T is not a technology leader, and he charged Thompson with designing and executing an IT strategy to solve the customer churn problem. Thompson has conceived and executed a project dubbed ICIS, the Intelligent Customer Insight System. The project requirements were signed off by the executive management team two years ago, and at the time of the case the project is on budget and on time with 60% of the customer data in the system. However, GPB&T is continuing to loose market share to competitors, and Thompson the CIO is being blamed for the failure of this IT project. The case discussion emphasizes the pitfalls of business executives ‘outsourcing’ the technology vision to the CIO, looks at factors that could have given advanced warning of an emerging problem, and discusses the importance of an ongoing dialogue between business executives and IT. The case is taught at the Kellogg School of Management in the MBA course Enterprise Technology for General Managers, and is also used in the Kellogg CIO/CXO executive program Driving Strategic Results through IT Portfolio Management.

Number of Pages: 4

Extended Case Information

Teaching Areas: Management, Marketing, Operations, Strategy, Technology

Teaching Note Available: Yes

Geographic: Midwest

Industry: Banking

Organization Name: Great Plains Bank and Trust (fictional)

Organization Department: Executive Management

Organization Size: Medium

Year of Case: 2003