Service and Operations Management

Jordan Cohen at PfizerWorks: Building the Office of the Future

Date: 14/01/2010
Author(s): Wedell-Wedellsborg, Thomas; Miller, Paddy
Document type: Case
Department: Managing People in Organizations
Sector: Physicians and health
Languages: Spanish / English
Year of the events: 2009
Geographic area: United States

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Jordan Cohen is the Manager of organisational effectiveness within Pfizer, the large pharmaceutical company. He sets up a system called pfizerWorks that outsources tasks such as preparation of Excel, PowerPoint and research. This case follows his progress over a five year period as he sets it up from scratch to embedding pfizerWorks throughout the corporation.


Learning objective

The case discussion revolves around the issues of outsourcing what appears to be critical tasks to technically competent people in other parts of the world. The process and implications of such a system are addressed in the session as well as the political problems of actually taking work away from employees.

Bibliographic citation: Wedell-Wedellsborg, Thomas; Miller, Paddy, "Jordan Cohen at PfizerWorks: Building the Office of the Future", IESE, DPO-187-E, 01/2010