Show simple item record Peebles, Christopher S. Stewart, Craig A. Voss, Brian D. Workman, Sue B. 2011-11-22T15:46:31Z 2011-11-22T15:46:31Z 5/8/2001
dc.identifier.uri en
dc.description Presented at the 55th Annual Quality Congress, Charlotte, NC en
dc.description.abstract For the last decade, University Information Technology Services (UITS) at Indiana University has measured the satisfaction of its customers – students, faculty, and staff – with the IT services its members produced for the university community. It has used the results of these surveys to improve the range and quality of services it offers. For the last five years Activity Based Costing measures have been applied to all IT services produced by UITS. Through major organizational realignment, profound cultural changes, and the rapid evolution in hardware, software, and network technologies, UITS has pursued quality improvement, process improvement, and implementation of the Balanced Scorecard family of measures. We discuss the journey thus far with special reference to the ways in which support services are critical to the realization of full value of IT services by our customers. en
dc.language.iso en_US en
dc.relation.isversionof Peer-reviewed paper: Peebles, C.S., C.A. Stewart, B.D. Voss and S.B. Workman. Measuring quality, cost, and value of IT services in higher education. In: Proceedings of American Quality Congress. (Charlotte, NC, 2001). Available from: en
dc.rights This content is released under the Creative Commons Attribution 3.0 Unported license ( This license includes the following terms: You are free to share – to copy, distribute and transmit the work and to remix – to adapt the work under the following conditions: attribution – you must attribute the work in the manner specified by the author or licensor (but not in any way that suggests that they endorse you or your use of the work). For any reuse or distribution, you must make clear to others the license terms of this work. en
dc.rights.uri en
dc.title Measuring Quality, Cost, and Value of IT Services (AQC) en
dc.type Presentation en
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