Improving PC Services at Oshkosh Truck Corporation

View Sample PDF

Author(s): Jakob Holden Iversen (University of Wisconsin Oshkosh, USA), Michael A. Eierman (University of Wisconsin Oshkosh, USA)and George C. Philip (University of Wisconsin Oshkosh, USA)
Copyright: 2006
Pages: 23
Source title: Cases on Information Technology and Organizational Politics & Culture
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-411-8.ch022

Keywords: Computer Science & IT / Global Information Technology / Information Resources Management / Information Science Reference

Purchase

View Improving PC Services at Oshkosh Truck Corporation on the publisher's website for pricing and purchasing information.

Abstract

This case presents the problems encountered at Oshkosh Truck’s IT Call Center and PC Services, relating to improving productivity and user satisfaction of the IT Department. The case presents the process of handling user problems, all the way from when it is received at the helpdesk until a technician resolves the issue at the user’s desk, how well the process works, and some problems associated with the process.

The IRMA Community

Research IRM

Improving PC Services at Oshkosh Truck Corporation

Purchase

Abstract

Related Content

IRMA Sponsors