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To cite this article: Deborah F. Beard & Roberta L. Humphrey (2014) Alignment of University Information Technology
Resources With the Malcolm Baldrige Results Criteria for Performance Excellence in Education: A Balanced Scorecard
Approach, Journal of Education for Business, 89:7, 382-388, DOI: 10.1080/08832323.2014.916649
To link to this article: http://dx.doi.org/10.1080/08832323.2014.916649
The authors suggest using a balanced scorecard (BSC) approach to evaluate information
technology (IT) resources in higher education institutions. The BSC approach illustrated is
based on the performance criteria of the Malcolm Baldrige National Quality Award in
Education. This article suggests areas of potential impact of IT on BSC measures in each of
the Baldrige Results Categories of the performance criteria. Many of the identified areas of
measurement and expected improvement are unique to educational institutions. The
multiple-faceted evaluation approach should provide improved assessment of an institutions
IT resources and offer a broadened perspective of IT usage in the academic setting.
Keywords: balanced scorecard, higher education, information technology
PUBLISHED IT INVESTMENT
EVALUATION METHODS
Measuring the effectiveness of IT has consistently been
ranked as one of the top ten issues in major surveys of
information systems managers (Ball & Harris, 1982; Brancheau & Wetherbe, 1987; Dickson, Leistheser, Wetherbe,
& Nechis, 1984). Other authors have focused on IT and customer satisfaction and IT and productivity (Brynjolfsson &
Hitt, 1995; Brynjolfsson & Yang, 1996; Sinan, Brynjolfsson, & Van Alstyne, 2006).
Parker, Benson, and Trainor (1988) reported five basic
techniques for evaluating benefits from IT investments: (a)
traditional cost/benefit analyses, (b) value linking that estimates business process improvements, (c) value acceleration that evaluates increased speed of delivering
information, (d) value restructuring that calculates
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financial perspective,
customer perspective,
internal business processes perspective, and
learning and growth perspective.
organizational effectiveness and capabilities, and 3) organizational and personal learning. (Baldrige National Quality
Program, 2009, p. 51)
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TABLE 1
Relating Information Technology to the Balanced Scorecard Perspectives of the Malcolm Baldrige National Quality Award in Education
Baldrige results category (balanced scorecard perspective)
Enhanced communication
Technology competency
Access to education 24/7
Learning management systems and websites
Locating and gathering information
Assessment and assurance of learning
Student support services
Safety and security performance
Identification/enforcement of course prerequisites
Utilization of shared databases
Advising and enrollment
Alumni/parent/employer/student surveys
Satisfaction with integration of technology
Availability of emerging technology
Internship and career linkages and placement
Improved administrative functionhuman resources, payroll
Tools for collaboration
Training and development opportunities
Staff technology certification
IT support for faculty and staff
Improved organizational communications
Fiscal accountability-external and internal audit compliance
Ethical behavior and social responsibility
Compliance with laws, regulations, accreditations
Accessibility and emergency preparedness
Financial viability and performance to budget
Grants, endowment, scholarships, and awards
Tuition and fees revenue
Cost avoidance, containment, and savings
Allocation, approval, and monitoring of resources-instructional
and administrative
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undertake research and professional development, and network with colleagues and other professionals.
Technology allows increased professional development
opportunities for staff and faculty. IT resources allow training of faculty and staff by using online courses, webcasts,
and interactive television that can involve quicker delivery
of new information that traditional methods of training and
professional development (written instruction manuals and
face-to-face sessions). The human resource function has
also been transformed by IT. Many employee forms or data
entry screens are available online to allow employees to
self-service changes in tax and benefits information. Having
payroll information digitally sent to financial institutions
and check stubs available online has significantly reduced
paper and distribution costs.
IT can also provide improved efficiency and communication in facilities management repairs and maintenance.
Personnel can complete an online work order request and
receive electronic notifications when a work request is
accepted, scheduled, and completed, or why the work
request was denied.
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REFERENCES
RELATED TO BUDGETARY, FINANCIAL, AND
MARKET ISSUES
Web-based resources are important tools used to attract students to an institution of higher learning. Data obtained
from university web pages may be the first exposure that a
prospective student has to the institution. An attractive,
informative, and easy to maneuver set of webpages is
essential in marketing to potential students and may influence their selection of institution. The information provided
could enhance each students decision-making process with
key facts such as tuition cost, student graduation rate, and
student retention comparisons between the institution and
rivals.
Over the years, IT resources have continued to grow in
usage by many entities. The most obvious reasons for IT
explosion in organizations are its abilities to reduce cost
and make data more easily and quickly accessible to a wide
group of users. Cost savings come over time and usually
result from reduction of human labor to complete a task.
Having one data set from which all users can draw will
improve data accuracy, reduce duplication of effort, reduce
total amount of data stored, and eventually reduce cost.
CONCLUSIONS
This article proposes aligning IT resources of an educational institution with the BSC-type results criteria of the
Malcolm Baldrige National Quality Award in Education.
Educational institutions are different from businesses and
typical governmental agencies so their IT resources need a
unique evaluation tool. However, other entities should consider the importance of IT resources to reaching goals,
improving results, and enhancing long-term sustainability.
This proposal emphasizes the reliance of educational
institution on their IT resources in aligning plans, processes,
decisions, people, actions, and results. Recognizing the multiple impacts of IT acquisition, implementation, and assessment on educational institutions is essential. IT acquisition
requires more than a traditional capital budgeting analysis.
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