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Assessment in Support and Service Programs

Program Outcomes

Assessment starts with the purpose of the unit or service. If your unit has a mission statement, that purpose and the implicit or explicit goals of the units can be found it in. If your unit does not have a mission statement, writing one is the best place to start you assessment planning. You can also ask the following questions:

  • Who does the office serve? Are there other stakeholders you are accountable to?
  • What does the office provide to them?

From your program's mission, you will need to define program outcomes--what happens to those you service when you are successful at your mission. A unit should have outcomes that

  • span the breadth of the unit's mission (be sure you are assessing all parts of the unit's charge)
  • are measurable (you can collect data that directly links to and provides information about the outcomes)
  • are meaningful (you will receive meaningful information about the unit, including strengths and areas for improvement, from the information you collect)

Sample Program Outcomes

Impact Outcomes:

  • Program participants will report (or will attain) an increased understanding of the effects of humans on the oceans.
  • The number of student attending UNCW from the Wilmington Housing Authority neighborhoods will increase..
  • The Registrar's office will shorten the response time for transcript request.
  • Career Services will facilitate quality internships in which students can apply what they've learned.

User Satisfaction Outcomes:

  • Customers will be satisfied with the all aspect of their experience with Purchasing Services.
  • Graduates will be satisfied with the services provided by the Career Center.
  • Cultural Arts events will be well received and well attended by the community.
  • Groups requesting conference space will be satisfied with all aspects of their experience.

Sustainability Outcomes:

  • Membership in the Osher Lifelong Learning Institute will increase.
  • Additional funds necessary for quality programming will be raised through grants.
  • Groups requesting conference space will be satisfied with all aspects of their experience. (both impact and sustainability)
  • The history department will secure undergraduate research funding and support for applied learning.

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