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ERIC Number: EJ1136256
Record Type: Journal
Publication Date: 2016-Mar
Pages: 9
Abstractor: As Provided
ISSN: EISSN-1545-679X
Too Much of a Good Thing: User Leadership at TPAC
Connelly, Brett; Dalton, Tashia; Murphy, Derrick; Rosales, Daniel; Sudlow, Daniel; Havelka, Douglas
Information Systems Education Journal, v14 n2 p34-42 Mar 2016
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 to achieve these goals was a change in the software application used to process claims. The new application was adopted to increase the speed and accuracy of claims processing. Given the enthusiastic motivation of the claims department manager, Susie Jeffer, and the importance of the new application to the Claims department; Susie was selected to lead the project. The case details the challenges the organization faced by selecting a leader for this critical project that had no project leadership experience or IT background. The implications of this decision on the business operations are presented and then solutions to the situation are explored. 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 IS/T capstone course.
Information Systems and Computing Academic Professionals. Box 488, Wrightsville Beach, NC 28480. e-mail:; Web site:
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: Teachers
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A