Abstract
As a complement to the ECAR research study called Good Enough! IT Investment and Business Process Performance in Higher Education, this case study examines the Iowa State University (ISU) formal program to facilitate business process innovation. The program is based on a goal of consistently promoting enhancements in process and customer service, and on implementing a sustainable method of cross-departmental business process reengineering, and this case study provides an illustration of ISU's practice in action with the successful redesign of the university's travel reimbursement process.