In siding with the marketing and sales teams, my position was that accuracy and speed of the development was more critical to meeting and exceeding customer expectations. The transformational power of leadership is kin changing a culture and making it more agile, market-driven and aggressively focused on customer needs. The argument of speed and accuracy for the customer, and more importantly to hold onto them as a client, overshadowed the training opportunity this provided from the development. Transforming an organization on behalf of customers can ensure its survival (Bucic, Robinson, Ramburuth, 2010).

Part III - What Would You Have Done?

Instead of capitulating on the issue, the CEO needed to come down on the side of the customers and realize that the culture of Cincom had become so distanced from the sense of urgency customers had for solutions that development needed to go to India. I would have gone entirely...
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