techqual - university of buffalo

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Copyright 2011 Timothy M. Chester All Rights Reserved

A Competency Centered Organization

Engages in rigorous assessment andprogram review to focus on IToutcomes and ensure accountability


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University of Buffalo The Competency Centered Organization


October 12. 2011

Higher Education TechQual+ Survey Random sample 25% of University population every year

Assesses three different measuresfor every desirable IT serviceoutcome

When it comes to having wireless Internet access in all the places thatare important to me

Minimum Expectations: represents the level of service that arespondent finds acceptable

Desired Expectations: represents the level of service that arespondent really wants

Perceived Performance: represents the level of service that istypically provided, relative to both minimum and desiredexpectations


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Seaver College Students, Spring 2008


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Graziadio School Students, Spring 2008


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School of Law Students, Spring 2008


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All Staff, Spring 2008


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All Faculty, Spring 2008


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Pepperdine IT Staff, January 2007


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UGA EITS Staff, Fall 2011


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UGA Other IT Staff, Fall 2012


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techqual - university of buffalo

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