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Higher education: who cares what the customer wants?

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1 Author(s)
Reisman, S. ; MERLOT, Long Beach, CA, USA

Higher education business process surveys ignore the most important part of what they're meant to study - the customers and services. In June 2005, the Educause Center for Applied Research (ECAR) published the report, "Good Enough! IT Investment and Business Process Performance in Higher Education." The content of the report describes the complex set of issues surrounding the performance of higher education business process in higher education and the influence of information technology, leadership, culture and other factors on process performance. However, there are deficiencies in the ECAR study and others like it is that nowhere in the report is there a mention of the customers or services that these processes are meant to support. Also, lacking from the study is that it did not collect satisfaction data from two of higher education's most important players, the faculty and students.

Published in:

IT Professional  (Volume:7 ,  Issue: 6 )