Abstract
This case study, based on real life experiences, offers an original opportunity for students to better understand complex change situations in organisations. The design and implementation of new reporting tools in a profit centre of a large insurance company led to complex change management issues. Students will learn from the situation by commenting on the work done by a consultant hired to implement the reform. Along with the case, the main features of the strategic approach to organisations by Crozier are presented, so that students become familiar with this methodology and apply it to the present case. Using such concepts as 'uncertainty zone' and 'perceived stake', students are taught how to make sense of the situation, evaluate the consultant's methodology, and suggest alternatives. This exercise gives students an opportunity to reflect upon the social dimension of all information technology projects and provides them with a methodology to manage change.