Cross-Border Change Management: Darlene Adams

How can change agents be most effective when operating in a multinational setting?

Todd Jick  | Fall 2017
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Darlene Adams, a junior manager for a financial services conglomerate, has responsibility for bringing customer service best practices to her company’s newest acquisition in Ireland. This case asks students to consider how managers can be most effective during times of change while working with teams that span national borders. This fictionalized case presents business issues based on real experiences faced by managers working in a multinational setting.

Case ID: 180404A

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