The Glory and Agony of KPIs in Higher Education Regent's Roundtable

What gets measured gets done. Higher education leaders face challenges in understanding what key performance metrics (KPIs) should be used, determining qualitative and/or quantitative instruments, what the results mean, how to use the results to help drive continuous improvement, how to deal with unintended consequences, and ensuring people are not gaming the system.
Our guest is Jennifer Mersmen, PhD, the Assessment & Research Officer at California State University, San Bernardino. She is an expert in program evaluation.