Understanding stakeholder expectations in higher education

Higher education invests heavily in information technology and information systems, with variable outcomes. Organisations in other sectors, such as engineering, the defence industry, public administration and business, have developed and adopted good practice for the choice, development and operation of software-based systems that are only sometimes understood in higher education. In order to assess the extent to which good practice might assist higher education, the four tertiary institutions in the Western Cape of South Africa were approached and a representative range of academic, administrative, technical and managerial respondents agreed to contribute to the study. Interviews were organised in two parts: the first an open conversation about their involvement with systems, and the second a structured examination of systems-related events that they considered significant. By inspection of those events, bipolar scales were developed by which respondents were able to characterise events (for example as ‘challenging’ or ‘easy’, or as ‘functional’ or ‘dysfunctional’). Respondents rated events on those scales. Repertory Grid analysis was applied so as to investigate which scales correlated with event success. 30 scales (out of 170) proved to be adequately correlated with success, and by principal component analysis they were combined to form ten ‘success scale’ groups, indicating ten areas where the deployment of good practice might be expected to lead to more effective use of improved information systems. A new Reference Model is developed that has a role to play in resolving the transitions between the domains of the Information Management Body of Knowledge (IMBOK)

Understanding IT management in Higher Education

This is a full research paper prepared for submission to an international conference. It is not yet published elsewhere.A meeting of academics concluded that the management of IT resources in education is sub-optimal and under-researched. The extent of IT-related changes indicates a need for strategic management, proper attention to the expectations of stakeholders, and careful management of the implementation of new systems. Representative role players provided both open and structured input to a study that contrasted open coding of transcribed text and structured analysis of repertory grid data. The results of the open coding were limited but the repertory grid data provided useful insight into the management of information technology and information systems in higher education. The principal findings were that the management of the scope of information systems, services and projects must be managed well, and when coupled with risk management this provides the best possibility of successful working. The controlled management of cost, value, and innovation, are revealed to be distinct areas of strategic importance

The V-model of service quality: An African case study

This paper aims to introduce and demonstrate a new model for service quality that separates out the measurement of service quality in ways grounded in psychological theory and methodological symmetry.A review of experience in service quality management suggests that new approaches are needed. By seeking a way of managing service at different levels, with symmetry between data collection and data analysis, a model is presented that has more potential applicability and flexibility than is found in traditional models

Sensorimotor adaptation as a behavioural biomarker of early spinocerebellar ataxia type 6.

Early detection of the behavioural deficits of neurodegenerative diseases may help to describe the pathogenesis of such diseases and establish important biomarkers of disease progression. The aim of this study was to identify how sensorimotor adaptation of the upper limb, a cerebellar-dependent process restoring movement accuracy after introduction of a perturbation, is affected at the pre-clinical and clinical stages of spinocerebellar ataxia type 6 (SCA6), an inherited neurodegenerative disease. We demonstrate that initial adaptation to the perturbation was significantly impaired in the eighteen individuals with clinical motor symptoms but mostly preserved in the five pre-clinical individuals. Moreover, the amount of error reduction correlated with the clinical symptoms, with the most symptomatic patients adapting the least. Finally both pre-clinical and clinical individuals showed significantly reduced de-adaptation performance after the perturbation was removed in comparison to the control participants. Thus, in this large study of motor features in SCA6, we provide novel evidence for the existence of subclinical motor dysfunction at a pre-clinical stage of SCA6. Our findings show that testing sensorimotor de-adaptation could provide a potential predictor of future motor deficits in SCA6

Factors affecting information systems success

There is continuing difficulty in achieving success with information systems, particularly in the sense of meeting users’ needs and expectations. This suggests that a fresh examination of the issues is needed in order that we understand better the causes of success and failure. Much previous research in this area has adopted one of two perspectives: improving the processes of systems development, or the structure and content of systems products. This approach has had only limited success in dealing with the problem. A wider review of existing research literature suggests that, in addition to the process and product viewpoint, an important factor in achieving success in the general case is the service management viewpoint. The question therefore arises: is service important in the provision of information systems, and is it a factor in achieving success in the eyes of the users? It is possible that service components exist which are unrecognised by those managing the development and use of information systems. If these components can be identified and understood, then they can be used to improve the overall level of success achieved. By applying repertory grid techniques a total of 43 constructs have been found which relate to user’s perceptions of success with information systems in business. Further analysis reduces these to 21 attributes which provide the basis of a new assessment and measurement framework. The use of these attributes in practice is illustrated using two cases: an information service provider and a hospital equipment supplier. Early experience suggests that software houses, commercial organisations and information systems departments can use these attributes as a management tool, and thereby improve the level of service and business benefit that they deliver to their customers.School of Managemen