Balanced scorecard (BSC) implementation successful in university IT service

Indiana University, USA, University Information Technology Services (UITS), Bloomington campus, used the BSC in the development of its services. Its BSC strategy focussed on customer satisfaction, financial measures and implications of choices among hardware, software, network services, and support services. In a 2000 Customer Satisfaction Survey, when asked about their general satisfaction with all aspects of the services UITS offers, more than 98% of customers gave a Satisfactory or better rat...

BPIR Categories

14.1.1 Design & deploy performance measurement system
14.1.2 Select and align measures.