Measuring quality, cost, and value of IT services

Annual Quality Congress Transactions

Volumn , Issue , 2001, Pages 468-493

  Peebles, Christopher S ^a   Voss, Brian D ^a   Stewart, Craig A ^a   Workman, Sue B ^a  

^a INDIANA UNIVERSITY   (United States)

Author keywords

Balanced Scorecard; Higher education

Indexed keywords

CUSTOMER SATISFACTION; EDUCATION; INFORMATION SERVICES; QUALITY ASSURANCE; SOCIETIES AND INSTITUTIONS;

QUALITY IMPROVEMENT;

INFORMATION TECHNOLOGY;

EID: 0035783561     PISSN: None     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Conference Paper

References (34)

1. Birnbaum, R. 2000. Management Fads in Higher Education: Where They Come From, What They Do, Why They Fail. San Francisco: Josey-Bass.
2. Box, G. 1997. Scientific Method: The Generation of Knowledge and Quality. Quality Progress 30 (January): 47-50.
3. Bradley, S.P. and Nolan, R.L., editors. 1998. Sense & Respond: Capturing Value in the Network Era. Boston: Harvard Business School Press.
4. Cortada, J.W. and Hargraves, T.S. 1999. Into the Networked Age: How IBM and Other Firms Are Getting There Now. New York: Oxford University Press.
5. Deming, W.E. 1986. Out of the Crisis. Cambridge, MA: Massachusetts Institute of Technology, Center for Advanced Engineering Study.
6. Dertouzos, M. 2001. The Unfinished Revolution: Human-Centered Computers and What They Can Do for Us. New York: Harper Collins.
7. Haeckel, S.H. 1999. Adaptive Enterprise: Creating and Leading Sense.-and-Respond Organizations. Boston: Harvard Business School Press.
8. Kaplan R.S. and Norton, D.P. 1996. The Balanced Scorecard. Boston: Harvard Business School Press.
9. Kaplan R.S. and Norton, D.P. 2001. The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment. Boston: Harvard Business School Press.
10. Kaplan, R.S. and Cooper, R. 1998. Cost & Effect: Using Integrated Cost Systems to Drive Profitability and Performance. Boston: Harvard Business School Press.
11. Landauer, T.K. 1995. The Trouble With Computers: Usefulness, Usability, and Productivity. Cambridge, MA: MIT Press.
12. Lucas, H. 1999. Information Technology and the Productivity Paradox: Assessing the Value of Investing in IT. New York: Oxford University Press.
13. McClure, C.R. and Lopata, C.L. 1996. Assessing the Academic Networked Environment: Strategies and Options. Washington, DC: Coalition for Networked Information.
14. McClure, P.A., Smith, J.W., and Sitko, T.D. 1997. The Crisis in Information Technology Support: Has Our Current Model Reached Its Limits? Boulder, CO: CAUSE.
15. st Century. Bolton, Massachusetts, Anker Publishing Company, Inc.
16. Minasi, M. 2000. The Software Conspiracy: Why Software Companies Put Out Faulty Products, How They Can Hurt You, and What You Can Do About It. New York: McGraw-Hill.
17. Peebles, C.S. 2000. Life-Cycle Costs: More Than the Cost of Hardware. In Technology-Driven Planning: Principles to Practice, edited by J.V. Boettcher, M.M. Doyle, and R.W. Jensen. Ann Arbor, MI: Society for College and University Planning.
18. Peebles, C.S., Antolovic, L.A., Holland, N.B., Adams, K.H., Allmayer, D., and Davidson, P.H. 1999. Modeling and Managing the Cost and Quality of Information Technology Services at Indiana University: A Case Study. New Directions for Institutional Research no. 102 (Summer 1999): 37-54.
19. Peebles, C.S., and Antolovic, L. 1999. Cost (and Quality and Value) of Information Technology Support in Large Research Universities. Educom Review 34, 5 (September/October): 20-23, 46-49.
20. Rosenberg, M. 2001. E-Learning: Strategies for Delivering Knowledge in the Digital Age. New York: McGraw-Hill.
21. Russell, T.L. 1997. Technology Wars: Winners & Losers. Educom Review, 32, 2: 44-46.
22. Shank, J.K. and Govindarajan, V. 1993. Strategic Cost Management. New York: Free Press.
23. Stewart, C.A., Grover, D., and Vernon, R.D. 1998. Changing (Almost) Everything and Keeping (Almost) Everyone Happy. Cause/Effect 21, 3: 39-46.
24. Strassmann, P.A. 1997. The Squandered Computer: Evaluating the Business Alignment of Information Technologies. New Canaan, CT: The Information Economics Press.
25. Strassmann, P.A. 1999. Information Productivity: Assessing the Information Management Costs of US Industrial Corporations. New Canaan, CT: The Information Economics Press.
26. Thompson, H. 2000. The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First. New York: McGraw-Hill.
27. Thorp, J. 1998. The Information Paradox: Realizing the Business Benefits of Information Technology. Toronto: McGraw-Hill.
28. Voss, B.D. 2001. Case Study: Knowledge Management Alleviates the Computing Support Crisis at Indiana University. In Information Alchemy: The Art and Science of Knowledge Management, edited by G. Bernbom (EDUCAUSE Leadership Strategies No 3). San Francisco: Josey-Bass.
29. Voss, B.D., Alspaugh, G.R., Workman, S.B., & Schau, D.J. (April 1998). Indiana University Leveraged Support Model. Coalition for Networked Information's Institution Wide Information Strategies Project.
30. Voss, B.D. (1995-96). Indiana University Leveraged Support Model. CAUSE annual conference (December 1995, New Orleans, LA); and ACM SIGUCCS annual conference (May 1996, Nashville, TN).
31. Voss, B.D. (1995-96). Indiana University Leveraged Support Model. CAUSE annual conference (December 1995, New Orleans, LA); and ACM SIGUCCS annual conference (May 1996, Nashville, TN).
32. Voss, B.D., Alspaugh, G.R., Kava, M.P., & Porter, T.M. (1998). Supporting Departmentally Based IT Support Providers. A pre-conference workshop at CAUSE annual conference (December 1998, Seattle, WA).
33. Voss, B.D., & Schunk, J.M. (December 1998). Institutional/Enterprise Licensing - Achieving Standards by Providing Software to the Institution. CAUSE Annual Conference.
34. Whalen E.L. 1991. Responsibility Centered Budgeting: An Approach to Decentralized Management for Institutions of Higher Education. Bloomington: Indiana University Press.