Modeling and Managing the Cost and Quali
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Christopher Spalding Peebles; Laurie G. Antolovic; Norma B. Holland; Karen Hoeve
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Article
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1999
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John Wiley and Sons
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In an era of ever more constrained resources and vastly increased demand for services, the performance of college and university information technology organizations has been questioned relentlessly by faculty, students, and administrators. This chapter describes three families of measures-quality,