- Teaching Notes
Ian Calqhoun is a senior executive working for 3CA, a Melbourne-based telecommunications company. Nine months ago, Ian’s CEO asked him to work with his counterpart in New Zealand to explore the possibility of implementing the Australian customer relationship management system across both countries. Ian conducted the study and submitted a report recommending the customer relationship management system be implemented in New Zealand. Three months later, Ian has had no response to his report from either the COO or CEO. He fears his reputation and effectiveness as a manager may be compromised as a consequence. Ian has asked Colin Harvey, an executive coach, to help him navigate the situation he finds himself in. This case invites you to consider Ian’s predicament from Colin’s perspective.