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Building a client‐focused IT organization

James I. Penrod (Vice President for Information Systems & CIO, The University of Memphis, Memphis, TN, USA)
Ann F. Harbor (IS Strategic Planning and Administration Director, The University of Memphis, Memphis, TN, USA)

Campus-Wide Information Systems

ISSN: 1065-0741

Article publication date: 1 August 1998

1057

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.

Keywords

Citation

Penrod, J.I. and Harbor, A.F. (1998), "Building a client‐focused IT organization", Campus-Wide Information Systems, Vol. 15 No. 3, pp. 91-102. https://doi.org/10.1108/10650749810227161

Publisher

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MCB UP Ltd

Copyright © 1998, MCB UP Limited

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