Sample Measures by Unit

(Source: http://www.lehman.edu/office-academic-programs/assessment/documents/inventory- non-teaching-unit-assessment.pdf)

Finance and Administration:

Direct/Objective Measures:

• Business Plan Surplus or Deficit
• Endowment Growth/Shrinkage
• Bond Rating
• Financial Ratios:
  • Operating Margin
• Operating Margin Excluding Gifts
  • Operating Cash Flow Margin
  • Direct Debt Service Coverage - Return on Financial Resources

• Contribution Ratios:
  • Tuition and Auxiliary Income as a % of Revenue
  • Investment Income as a % of Revenue
  • Gifts as a % of Revenue
  • Grants & Contracts as a % of Revenue
  • State Appropriations as a % of Revenue
  • Liquidity Ratio
• Select Financial Trends:
  • Administrative Costs (Institutional Support Services)
  • General Administrative Costs
  • General Institutional Services Costs
  • Maintenance & Operations Costs
  • Indirect Cost Recovery Ratios

Financial Responsibility Standards:

• Primary Reserve
• Equity Ratio
• Net Income Ratio
• Composite Score

Admissions:

Direct/Objective Measures:

• Number of inquiries, applications, interviews, and confirmations by program
• Inquiries, applications, interviews, and confirmations vs. enrollment management goals
• Acceptance rates by program
• Yield rates by program
• Student diversity
• Open House attendance and contribution of marketing efforts
• Costs related to the admissions process

Indirect/Subjective/Indirect Measures:

• Applicant satisfaction surveys
• Admissions process satisfaction
• Usage of online application tracking/status tools
• Perceived access to and helpfulness of the Admissions staff

Registrar:

Direct/Objective Measures:

• Time to issuance of transcripts
• Time to issuance of grades
• Time to issuance of academic status letters
• Time required to complete the registration process
• Time involved with adding/dropping classes
• Time required for leave of absence
• Time required for withdrawal validations
• Incidents of (Family Educational Rights & Privacy Act (FERPA) noncompliance
• Incidents of incorrect status reporting

Indirect/Subjective Measures:

• Student satisfaction with the availability of courses
• Student satisfaction with registration procedures 

Financial Aid:

Direct/Objective Measures:

• Number of applications processed
• Time from application receipt to disbursement
• Scholarship dollars awarded
• Number of students working for pay on campus
• Annual median student debt
• Staff-to-enrollment ratio
• A-133 audits

Indirect/Subjective Measures:

• Student satisfaction with financial aid services
• Perceived usefulness of financial counseling

Bursar:

Direct/Objective Measures:

• Receipts per academic term
• Percentage of errors on bills per academic term and/or academic year
• Outstanding student receivables by term (aging of accounts)
• Amount of student receivables written down/off

Indirect/Subjective Measures:

• Student satisfaction with billing and payment procedures 

Alumni Relations and Development:

Direct/Objective Measures:

• Total voluntary support
• Number of unrestricted dollars raised vs. goals
• Number of restricted dollars raised vs. goals
• Number of alumni events and attendees
• Number of development events and attendees
• Cost per dollar raised

Indirect/Subjective Measures:

• Alumni and/or donor satisfaction surveys
• Donor participation in “cultivating” events
• Donor participation on development committees
• Awareness and perceived clarity of development mission statement(s)
• Student satisfaction with alumni services

Library:

Direct/Objective Measures:

• Library budget or expenditures
• Collection size
• Collection use
• Services delivered
• Staff-to-students ratio

Indirect/Subjective Measures:

• Student satisfaction with the library collection
• Student satisfaction with the library services
• Student satisfaction with the library facilities 

Research and Sponsored Programs:

Direct/Objective Measures:

• Amount of extramural (contracts & grants) funding (and by category: federal, state, city, and private)
• Amount of internal funding
• Scores on peer reviewed research grant applications

• Number of research publications, presentations, posters, intra-program, and inter- institutional collaborations
• Number of students participating in research via formal course registrations
• Number (proportion) of faculty involved in research and scholarly activity
• Number of students participating in research via volunteer efforts
• Number of square feet available for faculty research and related offices
• Number of regulatory submissions
• Number of favorable and unfavorable federal compliance reports • A-133 audits

Indirect/Subjective Measures:

• Satisfaction surveys regarding research resources and opportunities
• Perceived satisfaction with regulatory review committee processes
• Perceived ease of access to research related forms and policies
• Faculty review of research dissertation quality
• Student demonstrations of scientific inquiry by designing, conducting, presenting, or interpreting research in their field of study 

Information Technology (IT) Services:

Direct/Objective Measures:

• Number of security breaches
• Percentage of up time for each critical system
• Percentage of software of the latest version
• Percentage of software not at latest version upgraded during the academic year
• Number of help desk calls
• Response to help desk calls
• Number of computers, servers, switches upgraded
• Percentage of bandwidth utilized during peak periods
• Percentage of students using lecture capture and mean/standard deviation of time on system
• Number of software, workflow, wireless, bandwidth upgrades/modifications
• Number of late software, workflow upgrades/modifications
• Number and severity of audit findings
• Overall cost of operations by year and students served
• Number of hits and mean/standard deviation of time on site

Indirect/Subjective Measures:

• Student satisfaction with campus computers in general
• Student satisfaction with computer lab hours
• Student satisfaction with computer lab availability

• Student satisfaction with computer availability
• Student satisfaction with wireless Internet availability
• Student satisfaction with academic system availability
• Student satisfaction with off-campus access to technology services (e.g. the Help Desk)
• Frequency of College-related technology use

Student Affairs:

Direct/Objective Measures:

• Proportion of admitted students asking questions about orientation information
• Proportion of students accessing Student Affairs offices for:
• All purposes
• Student activities
• Personal counseling
• Career services/mentorships
• Community service
• Number of complaints about an absence of professionalism

Indirect/Subjective Measures:

• Exit survey of graduating seniors
• Perceived accessibility to administration
• Student satisfaction with career planning and placement
• Student satisfaction with student participation on key committees
• Student satisfaction with personal counseling
• Student participation in student activities
• Student participation in internships
• Student volunteer work
• Student satisfaction with the overall social experience
• Student satisfaction with athletic facilities
• Student satisfaction with intramural athletic offerings
• Student satisfaction with student health services
• Student satisfaction with child care services
• Student satisfaction with services for students with disabilities
• Student satisfaction with services for international students
• Student satisfaction with services for veteran students
• Student satisfaction with the women’s center
• Student satisfaction with student organizations
• Student satisfaction with the cafeteria/food services
• Student satisfaction with the leadership development program

Human Resources:

Direct/Objective Measures:

• Longevity of employees by years
• Costs of benefits by benefit type (health care, retirement, vacation, tuition remission, life insurance)
• Median time to fill open positions by job category and in total
• Number of internally- and externally-filed grievances and complaints
• Number of employees accessing special services
• Number of outreach sessions: harassment and diversity training, benefits fairs, retirement fairs, wellness events, employee appreciation events
• Median salary for each job category compared to peer group
• Number of upward salary adjustments made after market comparisons
• Number of career ladders defined by job categories
• Number of performance management evaluations with overall ratings of meets or exceeds expectations
• Number of promotions by job category
• Percent employee turnover by year

Indirect/Subjective Measures:

• Employee satisfaction with staff, benefits, hiring practices, training sessions, outreach sessions, employee appreciation events

Academic Standards & Evaluation:

Direct/Objective Measures:

• Number of students served
• Mean wait time for appointments

Indirect/Subjective Measures:

• Student expectations concerning adequate academic advisement
• Student satisfaction with academic advising
• Student satisfaction with online advisement (e.g., DegreeWorks)
• Student evaluation of academic advising

Public Safety:

Direct/Objective Measures:

• S. Department of Education crime statistics (CLERY reports)
• State crime statistics

• Safety-related activities (fire drills, student and employee orientations, )
• Expenditures for security-related agendas: lighting, emergency phones, signs, sprinklers, etc.

Indirect/Subjective Measures:

• Student satisfaction with campus security
• Perception of security staff responsiveness

Campus Planning & Facilities:

Direct/Objective Measures:

• Size of capital budget
• Percentage of capital projects completed on time and on budget
• Comparison of electricity and fuel usage and cost by academic year
• Cost of deferred maintenance projects
• Cleaning budgets
• Square footage of additional facilities completed in the academic year
• Days to completion of maintenance requests

Indirect/Subjective Measures:

• Student satisfaction with the condition of buildings and grounds
• Cleanliness satisfaction surveys
• Housekeeping staff interactions surveys
• Temperature satisfaction surveys
• Maintenance request satisfaction surveys
• Facilities rating surveys 

Media Relations:

Direct/Objective Measures:

• Number of clicks from online ads to the homepage during the academic year
• Comparisons of inquiries and applications
• Google Analytics data on the website
• Number of clips/media hits

Indirect/Subjective Measures:

• Student survey on how they learned about the college/what advertising they had seen
• Review of marketing materials to assure representation of diverse populations
• Evaluation of new outlets for cost/impact

Performing Arts Center:

Direct/Objective Measures:

• Number of productions
• Number of tickets sold (total and for each production)
• Attendance as a % of capacity (total and for each production)
• Financial data
• Development data (funding from corporations, trusts, foundations, individuals, )
• Number of news stories on productions/the Performing Arts Center

Indirect/Subjective Measures:

• Students who attended an art exhibit, play, dance, music, theatre or other performance