Academic journal article Communications of the IIMA

Strategic Analysis of the Role of Information Technology in Higher Education-A KPI-Centric Model

Academic journal article Communications of the IIMA

Strategic Analysis of the Role of Information Technology in Higher Education-A KPI-Centric Model

Article excerpt


The KPI-centric Strategic Model regarding the Role of Information Technology developed in this research is based on specific details from the University of La Verne's participation in the 2014 Educause Center for Analysis and Research (ECAR) Study of Undergraduate Students and Information Technology as a benchmarking participant. It also draws on the experience and directions of other institutions such as California State University, University of California. As one of the participating 213 institutions, the University of La Verne's undergraduate student responses generally mirror the majority view of students enrolled in all institutions of higher education in the United States surveyed as to preferences for the use of technology in the delivery of courses.

This case study examines key data points from the ECAR Study of Undergraduate Students and Information Technology published in 2015, comparing and contrasting all U.S. institution findings with those that are case specific to the University of La Verne. The authors then provide a model for utilizing key performance indicators (KPIs) measuring subjective, descriptive outcomes such as student expectations and student satisfaction with the use of Information Technology in course delivery. The model is presented within the framework of a Balanced Scorecard in order to achieve data-driven continuous improvement toward institutional strategic vision, mission, goals and objectives. This case study may serve as a template for other institutions of Higher Education to develop their own Key Performance Indicators and Balanced Scorecards to not only improve their own institutional performance to goals and objectives, but to provide opportunities for institutional benchmarking in the utilization of Information Technology.

Keywords: Information technology, higher education, strategic analysis, KPI


University of La Verne has become a distance education pioneer. Established in 1891 as the Lordsburg College, the institution initiated its programs with a student enrollment of 72 students (Hogan & Muir, 1998). Today the University of La Verne is a private Tier 2 Doctoral Granting Institution. The university is located in Southern California, approximately 30 miles East of Los Angeles. Enrollment in academic year 2015-2016 is 8,334 full time equivalent (FTE) students. Student enrollments include undergraduate and graduate students based among the main campus, regional, and online campus programs (University of La Verne, 2016, p. 2). Enrollments are distributed among the College of Arts & Sciences (2,582 students), College of Education & Organizational Leadership (474), College of Business & Public Management (2,059, College of Law (191), and 99 students undeclared majors (University of La Verne, 2016, p. 3-4).

International and Military Distance Learning Programs

Presently the off-campus and online programs account for 41% of the University of La Verne's total enrollments (3,415 students). The institution is distinguished as one of the early distance learning institutions, serving distance learning students for nearly 50 years. The origin of off-campus programs began with the teacher education department which developed master's degree programs to meet increased demand throughout the state of California. By 1970, due to growing demand for non-traditional adult education programs, the university shifted emphasis from on-campus programs to off-campus programs. As an early adopter of distance education, the University of La Verne opened campuses in Athens, Greece and supported military education sites in Italy.

La Verne College, as it was named then, established the School of Continuing Education to expand its off-campus programs, and initiated "residence centers" on military bases located at Point Mugu, Vandenberg, and North Island located in San Diego (Hogan, et al., 1990). …

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