Planning for Operation: An e-Service Approach

Abstract

Operations of an open and distance learning (ODL) institution cover a wide range of academic and administrative management activities that are considered very much “core business” of the institution. Traditionally, such activities involve and require a large number of staff to manage the activities. As demand for service generally grows with more sophisticated and demanding clients whilst funding tightens, ODL institutions are facing a squeeze to find ways to “do more with less”. Providing student services online has been taking a central role in the operations of an academic institution especially for open and distance learning and continuing education.