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A Competency Centered Organization
Engages in rigorous assessment andprogram review to focus on IToutcomes and ensure accountability
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University of Buffalo The Competency Centered Organization
Copyright 2011 Timothy M. Chester All Rights Reserved
October 12. 2011
Higher Education TechQual+ Survey Random sample 25% of University population every year
Assesses three different measuresfor every desirable IT serviceoutcome
When it comes to having wireless Internet access in all the places thatare important to me
Minimum Expectations: represents the level of service that arespondent finds acceptable
Desired Expectations: represents the level of service that arespondent really wants
Perceived Performance: represents the level of service that istypically provided, relative to both minimum and desiredexpectations
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Seaver College Students, Spring 2008
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Graziadio School Students, Spring 2008
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School of Law Students, Spring 2008
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All Staff, Spring 2008
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All Faculty, Spring 2008
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Pepperdine IT Staff, January 2007
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UGA EITS Staff, Fall 2011
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UGA Other IT Staff, Fall 2012
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Questions / Discussion?