When Cheryl Smith, the new CIO, arrived at WestJet, she was asked by the CEO to advise on the state of IT at the company. Propose any applicable IS/IT change management issues that you think Cheryl Smith should highlight in her response to the CEOs concerns

2. In organising her assessment, Cheryl Smith undertook to provide a comprehensive answer to her initial assignment, i.e. to inform the CEO and senior management regarding the overall quality of their IT operations. Critique her assessment of the apparent problems.

3. Hypothesize how Cheryl Smith could use McFarlan's Strategic Impact Grid to help senior management better understand the importance of IT's role in the organisation in terms of its existing operating systems and future systems.

4. Briefly summarize why Smith's solution might engender resistance from both senior managers and the IT group, and discuss the change management strategies that Smith could apply to defuse the resistance of staff to change.