Area
Measure
Purpose
Type
Help desk
Types of questions
Improvement
? Effectiveness
Department contacts
Improvement, accountability
? Effectiveness
Telephone trends
Improvement, accountability
Service quality
Turnaround time
Accountability, improvement
Service quality
Customer Satisfaction–Quality of Service
Improvement
Service quality
Customer Satisfaction–Services offered
Improvement
Usefulness, impact
Training
In-class evaluations
Improvement, accountability
Service quality, effectiveness
Instructor feedback
Improvement, accountability
Effectiveness
Postcourse evaluation
Improvement
Effectiveness
Sign-in sheets
Accountability
Extensiveness
Course registration
Accountability
Extensiveness
Applications support
Number of applications distributed
Accountability, improvement
Extensiveness
Annual software updates
Improvement
Effectiveness, Usefulness, Impact
Central software as a percentage of total software
Accountability
Efficiency
Instructional support
Instructional Contacts – Requests
Improvement
Extensiveness
Instructional Contacts – Specialized Software
Improvement
Effectiveness
Instructional Uses – Services
Improvement
Effectiveness
