Abstract: Part I of this case describes a small MIS department responsible for medical information systems that support an occupational health clinic situated in a major university. Their customers are primarily medical and administrative professionals who, for a long time, have been disappointed with the team and the systems. The environment is rather hostile. A new MIS department head is hired and is in a quandary how to ensure success with major MIS projects that are critical to their medical community customers. This part of the case is suitable for discussion in a single class period, separated from the discussion of Part II, which follows.

Keywords: User-IS relationships, Customer service, Managing SDLC, End-user application development

Download this article: JISE - Volume 14 Number 3, Page 241.pdf

Recommended Citation: Cuyler, T. & Schatzberg, L. (2003). Teaching Case: Customer Service at SWU’s Occupational Health Clinic. Journal of Information Systems Education, 14(3), 241-246.