Abstract: TPAC is a small third party health claims business that was seeking avenues for revenue growth and opportunities to increase efficiency. One course of action that management selected in order to achieve these goals was a change in IT (information technology) infrastructure in order to increase the speed and accuracy of claims processing. Given the importance of the system to the Claims department and the enthusiastic motivation of Susie Jeffer, the claims department manager, she was selected to lead the project. The case details the challenges the organization faced by using a “less than stellar” leader for this critical project and the implications of this decision on the business operations. This case is targeted for an MBA IT management or strategy course; but could be used in an introductory course, a systems development course, or a senior-level undergraduate IT capstone course.
Keywords: Intro IS, IT strategy, Project Management, systems development
Download this article: ISEDJ - V14 N2 Page 34.pdf
Recommended Citation: Connelly, B., Dalton, T., Murphy, D., Rosales, D., Sudlow, D., Havelka, D. (2016). Too Much of a Good Thing: User Leadership at TPAC. Information Systems Education Journal, 14(2) pp 34-42. http://isedj.org/2016-14/ ISSN: 1545-679X. (A preliminary version appears in The Proceedings of EDSIG 2015)