Systems In Organization

In her article What good is technology , Jennifer Bresnahan lays out the five key questions that every CIO should attempt to answer before designing and implementing an Information System (IS ) in an organization . These key questions are

1 . How does IT influence the customer experience

2 . Does IT enable or retard growth

3 . Does IT favorably affect productivity

4 . Does IT advance organizational innovation and learning

5 . How well is the IS run

Applying these questions in the case of Lenox , an insurance company as described in the article `The

IT System That Couldn 't Deliver , this intends to establish which of these Five critical areas did Diana Sullivan , the CIO of Lenox failed to consider and answer satisfactorily .Background : Sullivan is implementing Lifexpress ' the IS package that she had designed and created with a team of executives at Lenox Insurance Company over the last three years . Lenox depends on its more than 10 ,000 independent agents spread across its market to sell its insurance policies to customers . These agents are the users of Lifexpress . They would use the IS loaded in their laptops to market the plethora of insurance policies of Lenox , to potential customers . With the aid of the various tools and utilities that Lifexpress offered , the agents complete a sale within hours that used to take weeks before . That is a quantum leap in terms of productivity and efficiency . But the CIO is now under pressure in the implementation of the system as the training of...