Barbara A. Miller Ph.D. - Assessing Organizational Performance in Higher Education

1. CHAPTER 4: Assessment Methods and Terminology

1. CHAPTER 2: Organizations as Systems
2. CHAPTER 3: Organizations as System
3. CHAPTER 5: Defining and Measuring Organizational Performance

BARBARA A. MILLER

Copyright 2007 by John Wiley & Sons, Inc. All rights reserved.

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Library of Congress Cataloging-in-Publication Data

Miller, Barbara A., 1943

Assessing organizational performance in higher education / Barbara A. Miller ; foreword by Suzanne Swope.

p. cm.

Includes bibliographical references and index.

ISBN-13: 978-0-7879-8640-7 (pbk.)

ISBN-10: 0-7879-8640-2 (pbk.)

1. Universities and colleges--United States--Evaluation.

2. Universities and colleges--United States--Administration. I. Title. LB2331.63.M55 2007

378.1'07--dc22

2006022688

TABLES

1. Gap Analysis: Cycle Time for the Registrars Posting of End-of-Term Grades (Number of Days After Last Scheduled Final Exam)

FIGURES

1. The Organization as a System
2. Internal Elements of an Organizational System
3. Leadership Systems
4. Inputs
5. Key Work Processes
6. Outputs
7. Outcomes
8. External Elements of an Organizational System
9. Upstream Systems
10. Customers
11. Students as Inputs, Customers, and Stakeholders
12. Stakeholders
13. The Seven Areas of Organizational Performance
14. Effectiveness
15. Productivity
16. Quality
17. Customer and Stakeholder Satisfaction
18. Efficiency
19. Innovation
20. Financial Durability

EXHIBITS

1. Performance Indicators and Reference Points for the Strategic Goal Increase Enrollment
2. Performance Indicators and Reference Points for the Strategic Subgoal Increase Retention
3. Excerpts from the Mission Statement, Vision Statement, Guiding Principles, Strategic Goals, and Organizational Structure for an Academic Department
4. Excerpts from the Mission Statement, Vision Statement, Guiding Principles, Strategic Goals, and Organizational Structure for Information Services
5. Examples of Inputs for an Academic Department
6. Examples of Inputs for Information Services
7. Examples of Key Work Processes for an Academic Department
8. Examples of Key Work Processes for Information Services
9. Examples of Outputs for an Academic Department
10. Examples of Outputs for Information Services
11. Examples of Intended Outcomes for an Academic Department
12. Examples of Intended Outcomes for Information Services
13. Examples of Upstream Supplier Systems for an Academic Department
14. Examples of Upstream Supplier Systems for Information Services
15. Examples of Upstream Constraining Systems for an Academic Department
16. Examples of Upstream Constraining Systems for Information Services
17. Examples of Upstream Service Partner Systems for an Academic Department
18. Examples of Upstream Service Partner Systems for Information Services
19. Examples of Internal and External Customers for an Academic Department
20. Examples of Internal and External Customers for Information Services
21. Examples of Internal and External Stakeholders for an Academic Department
22. Examples of Internal and External Stakeholders for Information Services
23. Examples of Critical Success Factors for an Academic Department
24. Examples of Critical Success Factors for Information Services
25. Examples of Reference Points
26. Examples of Performance Indicators for Effectiveness in an Academic Department
27. Examples of Performance Indicators for Effectiveness in Information Services
28. Examples of Performance Indicators for Productivity in an Academic Department
29. Examples of Performance Indicators for Productivity in Information Services
30. Examples of Performance Indicators for Q1: Quality of Upstream Systems in an Academic Department
31. Examples of Performance Indicators for Q1: Quality of Upstream Systems in Information Services
32. Examples of Performance Indicators for Q2: Quality of Inputs in an Academic Department
33. Examples of Performance Indicators for Q2: Quality of Inputs in Information Services
34. Examples of Performance Indicators for Q3: Quality of Key Work Processes in an Academic Department
35. Examples of Performance Indicators for Q3: Quality of Key Work Processes in Information Services
36. Examples of Performance Indicators for Q4: Quality of Outputs in an Academic Department
37. Examples of Performance Indicators for Q4: Quality of Outputs in Information Services
38. Examples of Performance Indicators for Q5: Quality of Leadership Systems: Follower and Stakeholder Perceptions and External Relations
39. Examples of Performance Indicators for Q5: Quality of Leadership Systems: Mission