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Partnersourcing Your IT Service Blueprint: November 1, 2012

Key Takeaways Insourcing and outsourcing are not your only options — there's also partnersourcing , or collaborating with a trusted partner to develop and deliver the bes…
Service Blueprinting: Transforming the Student Experience: November 1, 2012

Mary Jo Bitner is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. Amy L. O…
Ten Reasons Service Science Matters to Universities: November 1, 2012

Jim Spohrer, Director of IBM Global University Programs, co-founded the service research area of IBM Research. Dianne Fodell, Program Manager in IBM Global University Programs responsible for …
Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes: April 27, 2012

This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
The Rise of Big Data in Higher Education*: March 22, 2012

“Big data” is the fine-grained information about customer experiences, organizational processes, and emergent trends generated as customers conduct normal business. The organization of t…
A Systems Approach: Expanding Access and Achieving Student Success through Support Services at Rio Salado College: March 12, 2012

This report covers how Rio Salado College (RSC) in Tempe, Arizona provides a full slate of support services to its online learners. The report was designed to capture the essence of a rela…
Leveraging Service Blueprinting to Rethink Higher Education: October 31, 2011

In this paper, by authors Amy L. Ostrom, Mary Jo Bitner, Kevin A. Burkhard, the Center For American Progress takes the position that higher education is a service, or a service system, and…
The Virginia Education Wizard: A Student Success Tool: October 20, 2011 | A session at the EDUCAUSE 2011 Annual Conference
The Virginia Community College System leadership will give you an inside look at how the Virginia Education Wizard has helped engage public and private entities in strategic partnerships to form an…
Tune In March 22 -- The Rise of Big Data in Higher Education*: March 16, 2012

This free hour-long session, “ The Rise of Big Data in Higher Education ,” will explore the fine-grained information about customer experiences, organizational processes, and emergent tren…
Good Enough! IT Investment and Business Process Performance in Higher Education Roadmap: June 15, 2005

This Roadmap is designed to illuminate the major discoveries of the ECAR research study called Good Enough! IT Investment and Business Process Performance in Higher Education, which takes a compl…

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