Optimal Solutions for Performance Improvement -- A Case Study of IT Center at Jazan University

Abstract

Since the inception of Jazan University in the southern part of Saudi Arabia in 2006, Jazan University has been striving hard these years to facilitate the improvement of state-of-the-art services to its students. The IT Centre established in 2007 on campus is an important strategic decision in this direction. It is intended to offer various online services round the clock for both students and staff. Some of these services include e-learning, testing management, program scheduling, academic advising etc. As the university is expanding in its length and breadth, the demand for such services is also growing rapidly and the problems are in increase at the same time. There is an urgent need to identify the major management issues regarding to the service provided and find out solutions through analysis of potential root cause of these problems. This study is based on the application of Pareto Principle and Cause & Effect Diagram for trouble-shooting and suggest optimal solutions to reduce problems at the IT Centre. The research findings through this empirical approach will help to better formalize the operating strategy of the IT Centre and thus improve its service quality and the satisfaction level among the stakeholders.