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Matthew Espe Transforms Ikon's Business Model

Case is attached pages 105-109, and case questions on page 105.

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First, the organizational change needed is that honest and open communication be present between management, staff and even senior management. Buy-in from the leadership is as essential as its customers. The current ...

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First, the organizational change needed is that honest and open communication be present between management, staff and even senior management. Buy-in from the leadership is as essential as its customers. The current leadership needs to buy in to Espe's vision of the Ikon and its service contract expansion and enhancements. Espe's reorganization of Ikon's top team was a change he made to ensure the new service-driven business would be successful. Another change needs to be an assessment of the management and staff's competencies to ensure they are aligning with the new business model. Operationally, the organization needs to increase its leverage. This means they will need to improve their proficiencies across the entire operations of Ikon and eliminate unprofitable business and focus on target business.

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