Pinnacle West in the energy related business services, and is headquartered in Phoenix, Arizona. Its largest subsidiary, APS, a power utility that serves over one million customers throughout Arizona. The case was written when one of the biggest busts in recent history hit the global and U.S. markets. Written from the point of view of the vice-president and chief information officer, it chronicles the various recent successful process of change initiatives at Pinnacle West. Vice President made the first successful in initiating a process-oriented culture within their Information Technology (IT) organization, and in some specific business units in Pinnacle West. He now faces a significant crossroads in its process orientation strategy Pinnacle West. He must develop a strategy for the wider deployment of process-oriented strategy for Pinnacle West and to determine if a large company is ready for this strategy. He should consider the various issues in this decision - the availability of resources, expertise and change management buy-in from other senior executives. He must carefully weigh the various options for deploying this strategy, because it fears that any misstep could undermine his carefully made plans to bring the process-oriented approach to the management of Pinnacle West. This case can be used in an introductory course system. It can also be used in a course on business process management and operations management. "Hide
by TS Raghu Source: Richard Ivey School of Business Foundation 18 pages. Publication Date: February 05, 2010. Prod. #: 910E02-PDF-ENG
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