Bosley’s Reorganization
Bosley saw ITSB as a portfolio of services rather than a monolithic technology
provider. To varying degrees, all CEC’s IT services needed to become more stable and
more flexible. Figure 7.2 shows that by early 2005, Bosley had reorganized ITSB from
a mono-structured operation into a multi-structured one, with each functional area
having different agility characteristics. Each of the four areas—customer support, network services, IT procurement, and application development (PDSO)—had different
requirements. All needed significant improvement in stability, and some needed more
flexibility than the others. In Bosley’s reorganization, the functional areas became
more stable by adopting policies and procedures, and “rules of engagement” linking
ITSB and business units in a structured relationship.
Essentially, the ITSB operations were following a path from chaotic to rigid to
agile. Bosley’s initial approach was inflexible and resulted in rigid arrangements, which
he then relaxed over time to allow for some flexibility, particularly in areas requiring
more agility. In ITSB’s transition, the first task was to establish some form of stability
through an espoused high-performance strategy that in execution delivered new structures, standards, policies, procedures, and resource allocations. Once in place, the
teams made adjustments, leaving some elements open to accommodate unforeseen
requirements and innovation.
ITSB’s path from chaotic to agile was neither linear nor singular, with different
curvilinear trajectories and different distances for each of the functional areas. For
example, in Figure 7.2 the transition plots show that PDSO’s trajectory was considerably shorter than that of the other functional areas. PDSO was experiencing many
delays before Gass took over the unit. Figure 7.2 depicts these delays as a short path
of progression.