Administrative and Educational
Support Outcomes: Reporting Results,
Taking Action, and Improving
Services
Lisa Garza
Director, University Planning and Assessment
May 10 - 11, 2010
Workshop Goals
To become:

familiar with assessing administrative and educational
support outcomes in compliance with SACS requirements

knowledgeable about outcomes assessment in relation to
department activities

aware of the importance of assessment results reporting in
relation to outcomes and continuous improvement

competent at developing action plans based on results

more adept at providing evidence of improvement of
services
“Just
as diagnosis without
treatment is not very helpful to
a sick patient, assessment
without analysis and action
can do little for an institution.”
-- Braskamp, 1989
Overview
Southern Association of Colleges and Schools
(SACS) Core Requirement 3.3.1:
“The institution identifies expected
outcomes, assesses the extent to which it
achieves these outcomes, and provides
evidence of improvement based on
analysis of the results.”
Overview
For evidence of success and continuous
improvement

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Directors for each administrative and
educational support service office, as
determined by each Division, should have
already identified 3-5 outcomes with two
assessment methods/measures for each
Assessment activities should be currently
underway and close to completion
Overview

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Results are to be reported on the Outcomes
Assessment system by July 16, 2010
Unit heads should approve by July 30,
2010
Audits will be conducted on results by
August 6, 2010
Vice Presidents should give final approval
by August 20, 2010
Outcomes Assessment: What it is
and What it’s not

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Definitions
Evaluating service versus individual
Reporting results
Developing plans for improvement
Evidence of improvement
Continuous Improvement
Definitions

Outcomes


Methods

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Desired results expressed in general terms
Tools or instruments used to gauge progress
toward achieving outcomes
Measures

Intended performance targets expressed in
specific terms
Definitions

Results

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Action Plans

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Actual assessment findings expressed in specific
terms
Plans for improving services based on result findings
Evidence of Improvement

Performance target level achieved as compared to
previous year’s findings, expressed in specific terms
Evaluating Service versus Individual


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Outcomes assessment should be
summative and not punitive
The focus should be on the
office/department and not to single out
one individual
The overarching goal is to improve our
services and use our resources
effectively
Reporting Results

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Results required for each assessment
method/ measure
Results must include reflection/
discussion of the findings for each
corresponding method/measure
Results should be based on reliable and
valid data collection methods
Reporting Results

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Results must indicate the level of
achievement of stated performance
targets
Results should include indicators for
improvement
Results should be presented clearly and
concisely
Developing Plans for Improvement

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A plan of action for improvement should
be presented for each outcome
Action plans should be based on actual
result findings
Action plans must be feasible regarding
resources and time available
Developing Plans for Improvement

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Action plans should reasonably lead to
continuous improvement of services
Action plans should clearly and
concisely indicate steps that will be
taken to improve results for next year
Evidence of Improvement

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Evidence should be presented with
enough detail to be easily understood
Evidence should be based on the actual
result findings from one year to the next
Evidence of improvement presented
should include an overall summary of
findings for all outcomes
Example of Outcomes Report

Discussion of Handout with Example Report
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Mission Statement
Outcome
Method/Measures
Results
Action Plan
Evidence of Improvement
Discussion of Result Reporting Checklist
handout
Continuous Improvement

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Outcomes assessment is a continuous
process
Focus should be on how to best improve
our services
Culture of assessment should be embraced
and inclusive of all stakeholders within the
department or office
Outcomes assessment is here to stay!
Challenges and Pitfalls

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one size does not fit all — some assessments
work well for one office/department but not
others
do not try to do the perfect assessment all at
once — take a continuous improvement
approach
allow for ongoing feedback
match the assessment method to the outcome
and not vice-versa
When is Assessment Successful?

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When departments measure their
performance, implement changes,
and improve their performance
When the program or service
continues to improve as a result of
the assessment process
Questions and
Comments
For additional assistance, contact:
Lisa Garza, Director
University Planning and Assessment
JCK 1080
245-2780
[email protected]