APPENDIX F:
Summary of Performance Measures

Change Proposal	Desired Outcome	Measurement	Tools for Measuring	Responsibility for Tracking Measurement
1) Students First Organization	easy access to accurate information for employees and students	increase by 10% in 1997 and 1998 the percentage of students who get what they need the first place they go for information	baseline = OSRL survey follow-up = student survey*	Students First! Center Process Owner Manager
2) Information Dissemination	easy access to accurate information for employees and students	increase by 10% in 1997 and 1998 the percentage of students who get what they need the first place they go for information	baseline = OSRL survey follow-up = student survey*	Information Dissemination Process Owner Manager
a) College Wide Area Network (WAN)	high levels of student and employee satisfaction with the WAN as a source of accessible and accurate information	track and increase annually the percentage of students and employees who are very satisfied with the WAN as a source of accessible and accurate information	baseline = must be established follow-up = student survey and employee survey*	Information Dissemination Process Owner Manager
b) Telephone	high levels of student satisfaction with the telephone as a source of accessible and accurate information high levels of student use of ClassLine	track and increase student satisfaction with telephone requests for information increase percentage of non-credit students using ClassLine from 47% to 60% by July 1998	baseline = must be established follow-up = student survey* baseline = OSRL survey follow-up = student survey*	Information Dissemination Process Owner Manager
c) Printed Materials	high levels of congruence among printed materials high level of student satisfaction with format and design of printed materials	track and increase internal consistency in information about services to students among all Lane printed materials track and increase student satisfaction with format and design of printed materials	baseline = must be established follow-up = internal consistency audit baseline = must be established follow-up = student survey*	Information Dissemination Process Owner Manager
d) Student Database	increase efficiency of employees in inputting and accessing student data	decrease employee time spent re-entering and accessing student data	baseline = must be established follow-up = employee tracking system must be established	Information Dissemination Process Owner Manager
e) Cable Television	high levels of student use of and satisfaction with cable television as a source of accessible and accurate information	track and increase percentage of students who use and are very satisfied with cable television	baseline = must be established follow-up = student survey*	Information Dissemination Process Owner Manager
3) Revise Billing Statement	high levels of student satisfaction with the billing statement	track and decrease the number of student inquiries and complaints about the billing statement	baseline = must be established follow-up = student survey*	Students First! Center Process Owner Manager
4) Charges, Payments, Adjustments & Cashiering	student ability to complete transactions at original point of service	increase the number of points of service where students can complete transactions from 2 to 10 by July 1998	baseline = simple count follow-up = simple count	Students First! Center Process Owner Manager
5) Credit Policy	minimal levels of bad debt	decrease the percentage of accounts referred to collection agencies from 60% to 35% of total accounts receivable and achieve 0 account receivable exceeding 365 days by July 1998	baseline = auditor's management letter follow-up = staff tracking system must be established	Students First! Center Process Owner Manager
6) Federal Student Loan Processing	minimal default rate	decrease Lane's current 26% default rate for Federal Perkins Loans to below 20% by 7/1/98 and below 15% by 7/00	baseline = federal Department of Education report follow-up = federal Department of Education report	Students First! Center Process Owner Manager
7) Standard Admissions Application	high efficiency in applications process for students and employees	decrease processing time per application from 25 minutes to 15 minutes by July 1998	baseline = Director of Admission's estimate follow-up = staff tracking system	Students First! Center Process Owner Manager
8) New Student Information Session	high levels of student use of and satisfaction with new student information sessions	increase percentage of students using sessions from 33% to 66% by July 1998 maintain 87% student satisfaction level with the sessions	baseline = OSRL survey follow-up = student survey*	Students First! Center Process Owner Manager
9) Placement Testing	high levels of student access to placement testing services	increase the number of locations that students can routinely take placement tests from 2 to 6 by July 1998	baseline = simple count follow-up = simple count	Students First! Center Process Owner Manager
10) College-wide Advising System	high levels of student use of and satisfaction with advising services	increase percentage of student who use advising services from 36% to 50% by July 1998 maintain 93% student satisfaction level with advising services	baseline = OSRL survey follow-up = student survey*	Advising, Counseling, and Career Development Process Owner Manager
11) Career & Work InformationCenter (CWIC)	high levels of student use of and satisfaction with CWIC	track and increase percent of students who use, and are highly satisfied with, CWIC	baseline = must be established follow-up = student survey*	Advising, Counseling, and Career Development Process Owner Manager
12) Support & Diversity Services	high levels of student access to advising and enrollment services	increase the number Support and Diversity Services locations where students can receive advising and enrollment services from 0 to 4 by July 1998	baseline = must be established follow-up = staff tracking system must be established	Support & Diversity Services Process Owner Manager

* The Students First! Redesign Team recommends that one student survey and one employee survey be developed to track the use and satisfaction measures in this summary, administered in alternating years on an ongoing basis.