Infusing a Culture of Client Service into an IT Organization
- Published:
- Briefs, Case Studies, Papers, Reports
- Author(s) and Contributors:
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Author(s): Jim Penrod Ann Harbor
- Source(s) and Collection(s):
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Presentation(s): CAUSE Conferences (Archives)
- ParentTopics:
Abstract
This paper focuses on a multi-year effort to change the organizational culture of a very traditional information services unit into one that is oriented toward a Learning Organization and client service. It will describe the steps taken in the first two years within the context of John Kotter's "Eight-Stage Process of Creating Major Change." The paper also describes 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 (relatively new to the institution) with a practical appraisal of its success to date from the viewpoint of a long-time university staff member.