Product details

The case deals with the communication problems between IT (information technology) specialists and the business department of a large insurance company. Within the scope of a project, the IT specialists are asked to implement specific changes in an application that supports the business in completing its daily tasks. Even if the communication process along the project is already quite complex, various difficulties in the face-to-face and mediated communication lead to misunderstandings amongst the two groups so that the project falls more and more behind schedule. The case illustrates the challenges of the knowledge intensive communication between IT experts and the business line of an insurance company and fosters the reflection regarding possible solutions. The case is based on interviews and is intended for business and communication students interested in internal-functional communication.