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| Author: | Watson, H. J. Wixom, B. H. Goodhue, D. L. |
| Title: | The Effects of Technology-Enabled Business Strategy at First American Corporation |
| Journal: | Organizational Dynamics
2003 : VOL.31:3, p. 313-323 |
| Index terms: | STRATEGY USA COMPANIES CORPORATE PLANNING STRATEGIC MANAGEMENT |
| Language: | eng |
| Abstract: | In 1990, First American Corporation was a bank in trouble. In response, a new senior management team developed a customer intimacy strategy called Tailored Client Solutions (TCS). Critical to the execution of TCS was the implementation of a data warehouse called VISION. The TCS strategy, enabled by VISION, was implemented incrementally. The needed knowledge and skills were obtained through new hires, vendors, and consultants. The technology-enabled strategy dramatically affected First American's business processes and employees. The TCS strategy proved highly successful, but many employees were either unable or unwilling to perform in the new technology-intensive environment. |
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