From a Customer Focused to a Customer Centric University IT

Anne Sunikka


This paper presents a journey that Aalto University IT has taken during the past three years. The focus is on customer centricity and on the actions that have been taken transforming Aalto University IT into an IT department that is “close to the customers”. The transformation has included, for example, changes in the structure and the focus of the IT department, building collaboration networks within the university and carrying out a customer collaboration program. Each of the changes is described in this paper, and preliminary conclusions on their effectiveness and efficiency are made. And the journey goes on…


Customer centric; IT; culture; leadership; processes

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DOI: 10.7250/eunis.2013.046


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EUNIS 2013


ISBN  978-9934-10-433-6 - online