Based on the mini case provided, there are communication issues between IT department and business department at Hefty. The partnership within the whole organization does not function effectively, Hefty does not come up with a sophisticated plan that drives both business strategy and IT strategy, thus lacking a solid information systems strategy triangle.
The shortcomings of IT, as Cheryl and Glen mentioned, are that IT people do not fully understand some of their basic business functions, those IT folks can not relate the business needs with their technical work, making a longer time to deliver any sort of technology to the field, sometimes even can not meet the expectation of some business strategies.
With regard to the shortcomings of the business department, they lack of communication and collaboration with the IT people, they can not convey their concise and specific requirements to the IT department, rather, they, like Glen and Paul in this case, crave IT people to accomplish some cross functional jobs, which are not their responsibilities at all.
2.Create a plan for how IT and the business can work collaboratively to deliver the Savvy Store program successfully.
First of all, I totally encourage IT folks, not all the top architects though, to attend the field trip. In this way, not only they could understand the specific business needs, but also can they depict an entire picture of how the store operation, which should be a vital part of the Savvy Store program.
Second, Jenny, who is an IT account manager, should act as a bridge between the IT department and business department, try to balance sort of IT infrastructures and those business strategy to operate them effectively and efficiently. The VP, COO and CIO should have a regular meeting to figure out a specific plan to replace people...