Jamie Allan: Leading the claims-handling initiative
In the Fall of 2007, Jamie Allan, head of supply chain at Outokumpu was preparing for a steering group meeting at which it would be decided whether to roll out across the entire organization the piloted claims-handling initiative he and his team had been working on for the past 15 months. In order to pursue its strategic priorities, Outokumpu needed to become more customer-oriented and be recognized industry-wide as a service provider and thereby provide increased value to customers. Within the industry, delivery and price competitiveness were viewed as key to success. Therefore the ability to deliver steel to customers cost effectively had to be one of the major concerns of any industry player. Jamie and his cross-functional team of five managers had worked hard with a number of operational units to define the parameters of the initiative.
Evaluate strategic initiatives and different types of implementation practices and how they contribute to performance. More specifically, discuss the role of pilots during the implementation phase.
2006-2007
Cranfield University
Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]
Harvard Business School Publishing
60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
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NUCB Business School
1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]
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Case reference: IMD-7-2457 ©2024
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Case reference: IMD-7-2546 ©2024
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in MIT Sloan Management Review Summer 2024, vol. 65, no. 4
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