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.
Cuyler, Tom and Schatzberg, Laurie
"Customer Service at SWU’s Occupational Health Clinic,"
Journal of Information Systems Education: Vol. 14
Available at: https://aisel.aisnet.org/jise/vol14/iss3/5