Pacific Bell: Centrex Reengineering Harvard Case Solution & Analysis

Describes the reconstruction and the introduction of a new order fulfillment process, the flagship product in the Pacific Bell. Pacific Bell is one of the Regional Bell Operating Companies is comprised of seven regional business units. Rather than implement the new process, and the role of information technology, proposed the original design team, each regional office implemented the parts that are most quickly lead to improved performance and does not require lengthy negotiations with the unions. Focuses on the management of radical change programs in a decentralized organization. "Hide
by Donna B. Stoddard, Sirkka Jarvenpaa Source: Harvard Business School 18 pages. Publication Date: July 21, 1994. Prod. #: 195098-PDF-ENG

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