Show simple item record Voss, Brian en Stewart, Craig en Peebles, Christopher en Workman, Sue en 2006-11-03T15:59:07Z en 2006-11-03T15:59:07Z en 2001 en
dc.identifier.uri en
dc.description Short version published in Proceedings of EDUCAUSE, 2001 - October 29, 2001, Indianapolis IN 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.format.extent 153896 bytes en
dc.format.mimetype application/pdf en
dc.language.iso en_US en
dc.publisher Proceedings of the 55th Annual Quality Congress, American Society for Quality, Charlotte NC en
dc.subject Higher Education en
dc.subject Balanced Scorecard en
dc.title Measuring Quality, Cost and Value of IT Services (Long Version) en
dc.type Article en
dc.altmetrics.display true en

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