Quality Service Model
Decision Maker Services
June 2, 2004
Decision Maker Charge
• Analyze current and future service offerings to
determine “packages” of services needed by
users.
• Explore (research and define) the most effective
model for communication with users.
• Explore and design a model for service delivery
of all information services activities for user.
June 2, 2003
University of Kansas
Process
•Interviews with Decision Makers
•Brainstorming Sessions
•Vision Exercises
June 2, 2003
University of Kansas
Interviews, Introduction
I am serving on an Information Services committee to
determine the data and information needs of decision
makers on campus. We are asking you to participate in a
pilot survey of decision makers. We’d like to get your
feedback on what kind of information and data you need to
make decisions, whether and how you are receiving this
information, and how we can improve the delivery and
availability of these services. We hope you will be
completely candid with us about what is going well and
what needs improvement. We will compile our responses
and keep the individual identities of those we interview
confidential.
June 2, 2003
University of Kansas
Recommendations
Through the committee’s process of
discussion and interviews over the last
6 months the following
recommendations are submitted for
consideration. This is the beginning
step towards identifying decision
makers’ needs and concerns.
June 2, 2003
University of Kansas
Recommendations
The following recommendations are not
in priority order. While some of these
recommendations are being addressed
by various IT projects, all are included
because further understanding and
development is still needed.
June 2, 2003
University of Kansas
Information Access
Decision makers should have easier
access to information.
June 2, 2003
University of Kansas
Equipment/Environment
Every decision maker should have
reliable equipment and an adequate
and stable environment suitable to
their needs to do their work.
June 2, 2003
University of Kansas
Training and Communication
Decision makers should be informed
about what information services are
currently available on campus as well
as those that are in development,
including any possible costs and
charges.
June 2, 2003
University of Kansas
Data Integrity
Decision makers should have
reliable, accurate, accessible,
integrated data and information that
can be trusted.
June 2, 2003
University of Kansas
Data Culture
Decision makers should be made
aware of the tools that are currently
available and recognize the
importance of data in making
decisions.
June 2, 2003
University of Kansas
Services
Selected systems and ‘help and
support’ need to be available 24/7.
June 2, 2003
University of Kansas
Communication Efficiencies
The amount of SPAM, email viruses,
and email service disruptions need to
be eliminated and limits on mailboxes
need to be increased. In addition,
guidelines for email headers should be
designed and communicated.
June 2, 2003
University of Kansas
Next Steps
•Additional Information from Decision
Maker Support Staff and Middle
Management
•Due to the Short time frame, followup needed
•Decision makers take Security for
granted
June 2, 2003
University of Kansas
Facilitators, Consultants, Sponsor
Keith Russell
Gail Schaplowsky
Richard Katz
Jerree Catlin
Donna Liss
June 2, 2003
University of Kansas
Leads, Participants
Diane Goddard
Diana Robertson
Sheri Blessing Phillips
Mary Burg
John Dillard
Linda Fund
Jim Gergen
Susanne Clement
Bob Turvey
June 2, 2003
University of Kansas