Author_Institution :
MERLOT, Long Beach, CA, USA
Abstract :
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.
Keywords :
customer services; educational technology; investment; Educause Center for Applied Research; customers; faculty; higher education business process; information technology; services; students; surveys; Context-aware services; Customer satisfaction; Educational institutions; Error analysis; Financial management; Human resource management; Information management; Information technology; Investments; Manufacturing processes; Educause Center for Applied Research (ECAR); business environment; business processes; higher education; metrics; performance factors; satisfaction levels; students;
