MIS Quarterly Executive


Carestream Health sought to transform ordering supplies through an online system. The goal was to convert all customers to the new system, but adoption stalled at around 20%. It had failed to recognize the complexity of building and implementing a system to serve customers in 168 countries. Local differences and regulations meant it had more than 168 different ways of engaging with customers. Carestream revisited its plan to discover how to jointly modify systems of engagement and the ordering system in order to stimulate adoption. By early 2018, it had achieved 60% electronic ordering and was planning for 90%.