William T. Thirsk, 2013 Honoree

Vice president of IT and CIO
Marist College
Poughkeepsie, N.Y.
A task you've delegated this year:
The successful rollout of the Baldrige-based management methodology of continuous improvement and self-assessment. I delegated this project cross-departmentally with a leadership team made up of a senior project manager and an associate director of academic technology and e-learning.
How are you turning your IT department into a services organization?
The IT department at Marist College utilizes the Baldrige Criteria for Performance Excellence in Higher Education. This methodology provides the framework required for continuous improvement as a customer service organization functioning within a rapidly evolving technology-based environment. Since adoption, the division has received very high (above 90%) satisfaction results and has won two national awards for the improvements achieved.
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