The QUIPUDATA Case: Implementing a Quality Initiative in an IT Organization

The QUIPUDATA Case: Implementing a Quality Initiative in an IT Organization

Martin Santana-Ormeño (ESAN, Peru), Antonio Díaz-Andrade (ESAN, Peru), Jaime Serida-Nishimura (ESAN, Peru) and Eddie Morris-Abarca (ESAN, Peru)
Copyright: © 2006 |Pages: 17
DOI: 10.4018/978-1-59904-405-7.ch007
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Abstract

This case study shows the way in which a subsidiary company of one of the largest corporations in Peru, Backus Corporation, charged with assisting in the use of information and telecommunications technologies, implemented a quality management model, got the ISO 9001: 2000 certification, and evolved from an information technology support center to a center of benefits. It describes the evolution and development of the quality management model based on indicators used in QUIPUDATA and also describes the steps followed to get a quality certification. Moreover, it details some of the technological developments within the corporation, including the information technology tool that supports the management model and the corporate network.

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Preface
Mehdi Khosrow-Pour
Chapter 1
Bongsug Chae, Marshall Scott Poole
“One system for everyone” has been an ideal goal for information technology (IT) management in many large organizations, and the deployment of such... Sample PDF
Enterprise System Development in Higher Education
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Chapter 2
Laurier IT Priorities  (pages 21-33)
Ron Craig
This case discusses a newly appointed IT officer at a smaller Canadian university who must reassess her priorities. She has found that the... Sample PDF
Laurier IT Priorities
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Chapter 3
Murray E. Jennex
How much end-user computing is too much? Should end users develop systems? This case looks at a study of end user computing within the engineering... Sample PDF
End-User System Development: Lessons from a Case Study of IT Usage in an Engineering Organization
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Chapter 4
Marcy Kittner, Craig Van Slyke
This case looks at ongoing changes in available technology and financial constraints at a four-year, private university, and how the Information... Sample PDF
Reorganizing Information Technology Services in an Academic Environment
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Chapter 5
Judy E. Scott
This case study describes the rise and fall of a dot-com in the U.S. furniture industry. Despite its highly trafficked innovative website and... Sample PDF
The Rise and Fall of a Dot-Com: Lessons Learned from Living Co
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Chapter 6
Gunapala Edirisooriya
This case explores the underutilization of information technology in higher education administration and looks at whether higher education... Sample PDF
Information Management in Higher Education Administration: A Slow Drive on the Information Superhighway
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Chapter 7
Martin Santana-Ormeño, Antonio Díaz-Andrade, Jaime Serida-Nishimura, Eddie Morris-Abarca
This case study shows the way in which a subsidiary company of one of the largest corporations in Peru, Backus Corporation, charged with assisting... Sample PDF
The QUIPUDATA Case: Implementing a Quality Initiative in an IT Organization
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Chapter 8
Dubravka Cecez-Kecmanovic, Andy Busuttil
This case is about a university, named Uni-X, which adopted and appropriated CMC to support a university-wide consultative process to inform its... Sample PDF
Social Impacts of Computer-Mediated Communication on Strategic Change Processes
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Chapter 9
A. C. Leonard
The case study describes the history of the IT department of a South African bank and how it started to introduce information technology to gain... Sample PDF
How to Successfully Manage an IT Department Under Turbulent Conditions: A Case Study
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Chapter 10
Scott R. Sechrist, Dorothy E. Finnegan
This case study describes the role of good citizenship that is performed by two technologically proficient faculty (techno-profs) who are... Sample PDF
Risks and Rewards: Good Citizenship and Technologically Proficient Faculty
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Chapter 11
Gregory B. Newby
A large, highly ranked public university implemented a requirement for all incoming undergraduates to own a laptop computer starting in fall, 2000.... Sample PDF
Student Laptop Ownership Requirement and Centralization of Information Technology Services at a Large Public University
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Chapter 12
Toy or Useful Technology?  (pages 176-191)
Hüseyin Tanriverdi, C. Suzanne Iacono
The authors present case studies of telemedicine programs at three healthcare institutions in Boston, Massachusetts to better understand why... Sample PDF
Toy or Useful Technology?
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Chapter 13
Susan K. Lippert
A United States Government Defense Agency charged with the acquisition and procurement of weapons systems required a comprehensive Management... Sample PDF
Humanware Issues in a Government Management Information Systems Implementation
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Chapter 14
Tom Butler, Brian Fitzgerald
This case recalls that it was in 1984 that Telecom Eireann first introduced institutional mechanisms, which facilitated employee participation in... Sample PDF
The Institutionalisation of User Participation for Systems Development in Telecom Éireann
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Chapter 15
Nabeel Al Qirim
Telemedicine emerges as a viable solution to New Zealand health providers in reaching out to rural patients, in offering medical services and... Sample PDF
Enabling Electronic Medicine at KiwiCare: The Case of Video Conferencing Adoption for Psychiatry in New Zealand
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Chapter 16
Theresa M. Vitolo, Aaron J. Sparks
Central Ridge University1 (CRU) is a large, research-oriented university composed of 10 major colleges, connecting over 15 branch campuses, and... Sample PDF
Building a Paperless Service: Making the Internship Connection
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Chapter 17
Ira Yermish, Dale A. Bondanza
This case explores entrepreneurial activity in the Republic of Ireland in the area of information technology (IT) consulting and is a hypothetical... Sample PDF
Turning E-Commerce Theory into Action in Ireland: Taming the Celtic Tiger
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Chapter 18
Katariina Jalonen, Mika Kirveennummi, Vesa Torvinen
This case describes the problems observed in the use of a library CBIS in a Finnish scientific library and how Information technology (IT) has... Sample PDF
Problems, Their Causes and Effects in the Use of Information Systems: A Case of a Scientific Library
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Chapter 19
David Gordon, James E. Skibo
Part of efficient management is measuring actual performance against desired metrics. In turn, actual strategic outcomes can be measured against... Sample PDF
Reality vs. Plan: How Organizational E-Commerce Strategies Evolved
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Chapter 20
Andrew Urbaczewski, Jo Ellen Moore
A mantra of experienced project managers is “failing to plan = planning to fail.” In the case of Midwest MBA, a user group is not satisfied with the... Sample PDF
Setting Up to Fail: The Case of Midwest MBA
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Chapter 21
J. Martín Santana, Jaime Serida, Antonio Díaz
This case study is centered within the social, economic and cultural environment in which Inca Foods operates. Its main focus lies in the unexpected... Sample PDF
Inca Foods: Reaching New Customers Worldwide
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Chapter 22
Kathleen Moffitt
The intention of the case study is to show a less-than-successful attempt at the introduction and use of information technology in a small business.... Sample PDF
End-User Computing at BRECI: The Ordeals of a One-Person IS Department
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Chapter 23
John Sacco, Darrene Hackler
This case study examines end user information technology evolution from microcomputers to World Wide Web applications in a large county budget... Sample PDF
Analyzing the Evolution of End User Information Technology Performance: A Longitudinal Study of a County Budget Office
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Chapter 24
Janette Moody, David Jordan
This case chronicles the problems that can arise in outsourcing agreements due to factors such as poorly defined user requirements, passive... Sample PDF
The Training Challenge: Installing a POS for Improved Reporting and Customer Satisfaction
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Chapter 25
Andrew Urbaczewski, Juho Rikala
This case presents the ethical dilemma of an IT staff member at an academic university. E-mail is an extensively used tool at this university, and... Sample PDF
An Expectation of Privacy: When Does an Employer Have the Right to Monitor Employee E-Mail Messages?
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Chapter 26
David Paper, Ken Tingey
This case study uses a three-tier networked enterprise model developed to facilitate better understanding and management of global business... Sample PDF
A Three-Tiered Approach to Global E-Commerce: Experiences of Nu Skin International
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