Case | HBS Case Collection | April 2003

IBM Canada: Global Services (A)

by Michael L. Tushman, David Kiron and Wendy Smith


IBM Canada Global Services is losing shares in a stagnant information technology market. A new leader must overcome a senior team rife with internal conflict and change internal processes to drive innovation streams. The leader struggles to build an ambidextrous structure and senior team.

Keywords: Leading Change; Organizational Change and Adaptation; Change Management; Management Teams; Innovation and Management; Conflict Management; Groups and Teams; Service Industry; Canada;


Tushman, Michael L., David Kiron, and Wendy Smith. "IBM Canada: Global Services (A)." Harvard Business School Case 403-070, April 2003.