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Building a client‐focused IT organization

Building a client‐focused IT organization This paper focuses on a multi‐year effort to change the organizational culture of a very traditional IS unit into one that is “learning organization” and “client service” oriented. It describes the steps taken in the first two years within the context of John Kotter’s “eight‐stage process of creating major change”. The paper sets forth the intent of each phase and the practical steps that have been taken to bring about the desired change. It approaches the process from the perspective of the CIO (the initiator of the process) with a practical appraisal of its success to date from the viewpoint of a long‐time university staff member. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Campus-Wide Information Systems Emerald Publishing

Building a client‐focused IT organization

James I. Penrod; Ann F. Harbor
Campus-Wide Information Systems , Volume 15 (3): 12 – Aug 1, 1998
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References (18)

Publisher
Emerald Publishing
Copyright
Copyright © 1998 MCB UP Ltd. All rights reserved.
ISSN
1065-0741
DOI
10.1108/10650749810227161
Publisher site
See Article on Publisher Site

Abstract

This paper focuses on a multi‐year effort to change the organizational culture of a very traditional IS unit into one that is “learning organization” and “client service” oriented. It describes the steps taken in the first two years within the context of John Kotter’s “eight‐stage process of creating major change”. The paper sets forth the intent of each phase and the practical steps that have been taken to bring about the desired change. It approaches the process from the perspective of the CIO (the initiator of the process) with a practical appraisal of its success to date from the viewpoint of a long‐time university staff member.

Journal

Campus-Wide Information Systems – Emerald Publishing

Published: Aug 1, 1998

Keywords: Customer orientation; Information services; Learning organizations; Organizational change; Universities

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