Pinnacle West is an organization that provides energy, energy related services and products to both residential and businesses in the state of Arizona. In the early 2000's the organization came to the realization that after being in business for over 120 years, its current processes were no longer as efficient as they once had been. Essentially, a determination was made that the company's traditional functional model was costly and ineffective, and that a change to a more process-oriented model would yield more impressive results in the coming years. To be successful when implementing a process-oriented enterprise there are a number of essential points that must occur to guarantee the process will be effective and efficient. James Champy identified a number of these points in his article "People and Processes". According to Champy, some of the key ingredients for successful process transformation include the following: high level executive engagement; groups of small teams with the best people; initiate change quickly, ensuring the changes are thorough in both breadth and depth; communicate with all persons impacted by the change; inspect the workplace regularly; anticipate and plan for new skill requirements; and finally there needs to be a recognition that change is a never ending occurrence. In order for Pinnacle West to successfully enforce the changes from the traditional functional model to a process-oriented approach, they had to satisfy each of these points.
             As the Chief Information Officer (CIO), Denny Brown was dedicated to driving the change throughout the company. He realized the company needed to urgently replace the aging infrastructure and make more efficient improvements to better serve the predicted future growth projected to peak at an approximate 60% increase in customer demand in the coming quarter century. An increase this large would cause the old system to fail, unable to support the new hi...