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Improving PC Services at Oshkosh Truck Corporation
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Author(s): Jakob Holden Iversen (University of Wisconsin, USA), Michael A. Eierman (University of Wisconsin, USA)and George C. Philip (University of Wisconsin, USA)
Copyright: 2004
Pages: 22
Source title:
Annals of Cases on Information Technology: Volume 6
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-259-6.ch019
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Abstract
This case presents the problems encountered at Oshkosh Truck, relating to improving productivity and user satisfaction of the IT department. The case presents the process of handling user problems, how well the process works, and some problems associated with the process. A metrics program was set up to help determine the value of moving to a standardized PC platform.
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