Sheldon Elman, founder and CEO of Medisys Health Group, Inc., a corporate health care services provider, has decided the company needs a web presence. France Mailhot, the vice president of operations, has been given the task of carrying out this idea. In order to do so, she must determine the company's needs with respect to a web site, set achievable, measurable performance objectives, and otherwise see to the implementation and administration of the site. She faces two main challenges: obtaining the necessary information and creating consensus in the organization. The case forces readers to consider the role of the Internet in a service organization's marketing strategy, and the possible impediments that need to be overcome in order to be successful.
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