Roudebush Hall
Roudebush Hall, home of Miami's administrative offices

University Objectives and Metrics

Unifying Goal: Promote a vibrant learning and discovery environment that produces extraordinary student and scholarly outcomes.

Objective 1: Prepare students for success at Miami and beyond through a liberal and applied education emphasizing inquiry-based experiential learning that integrates many disciplines.

Metric 1: Miami will achieve a six-year graduation rate of 85% and a four-year graduation rate of 75%.

In partnership with academic and administrative departments, IT Services provides a number of services that contribute to student success, including help desk services, network connectivity services, print services, remediation services and the Miami Notebook program. In aggregate, these services provide an important platform through which extraordinary student and scholarly outcomes are achieved.


  • Launch a Service Excellence initiative to achieve step-function improvements across the entire catalogue of IT services, including those listed above.
  • For each service offering, define unit metrics and KPIs (key process indicators).
  • Implement automated measurement systems in concert with this effort to ensure open, timely, efficient and objective feedback.

Metric 2: Within one year after graduation, 90% of graduates (excluding those enrolled in graduate or professional school) will be employed.


  • Establish eight new vendors by the end of 2016.
  • Identify strategic vendor relationships and key educational, governmental, and corporate partnerships through which employment opportunities for Miami graduates can be cultivated.
  • Through Career Services, establish and exercise connections and points of contact.
  • Participate in ongoing career services evaluations for vendor and partner feedback.

Metric 3:Upon graduation, 80% of students who apply to graduate or professional school will receive at least one offer of admission.

This metric is not applicable to IT Services.

Objective 2: Immerse faculty, undergraduate, and graduate students in research and creative scholarship that forms a vital part of the learning experience.

Metric 4: Continue to increase the quality and impact of scholarship or creative performance.


  • Deploy faculty-selected IT staff members to provide classroom IT instruction and combine faculty-led research with hands-on practical knowledge.
  • Provide academic departments and divisions with opportunities to enhance student learning through guest lectures on IT issues and trends, data center tours, and IT “fishbowl” forums.

Metric 5: Upon graduation, all Miami students will have participated in a research (40%) or a similar experiential learning activity (100%), e.g., fieldwork, field or clinical placement, service-learning, public or private sector engagement, performances, and other applied learning activities.


  • Partner with academic departments to expand and improve IT-related student employment opportunities, particularly by offering opportunities for students to become involved in IT project assignments that include an IT management coach or mentor to guide and monitor both student development and project execution. Particular areas of focus will include AGILE methods, LEAN and Six Sigma.

Objective 3: Engage students with substantive co-curricular and internship opportunities that augment their learning and establish a strong foundation for lifelong success, growth, and adaptability.

Metric 6: 75% of Miami students will complete an internship before they graduate.


  • Identify strategic vendor relationships and key educational, governmental and corporate partnerships through which internship opportunities for Miami students can be cultivated and developed.
  • Through Career Services, establish and exercise connections and points of contact, and participate in on-going Career Services evaluations for vendor/partner feedback.
  • Partner with academic departments to create new internships, drawing together the operational, architectural, programmatic, and client engagement facets of IT into a for-credit opportunity for students.

Metric 7: 95% of Miami students will have two or more co-curricular experiences before they graduate.

This metric is not applicable to IT Services.

Objective 4: Offer flexible pathways to and through the University, including interdisciplinary, e-learning, and multiple degree options, to help students achieve timely and cost-effective completion.

Metric 8: 20% of our students will graduate with multiple degrees, majors, or co-majors, and 5% will graduate with a combination bachelor and master's degree.

This metric is not applicable to IT Services.

Metric 9: 60% of degree programs can be completed in three years or less through curriculum revision and by using different pedagogical approaches and modes of delivery.

This metric is not applicable to IT Services.

Metric 10: Increase the online and hybrid credit hours to 10% of the total credit hours.


In support of the Assistant Provost for e-Learning, provide the technical capabilities, services and support needed to advance the university’s strategic imperative around online learning with the goal of advancing the current metrics to the target metrics listed below:

Current and target metrics, online learning
Current Metric Target Metric
9 x 5 x 252 Support 24 x 7 x 365 (yr-end ’16)
Resolve-On-First-Contact – 37% 60% (yr-end ’15)
Average Time-to-Resolve – 5 days           4 hours (yr-end ’16)
Language – English Only Spanish (’15), Mandarin (yr-end ’16)
Tier 1 Phone Support – US only EU (’15), China (yr-end ’16)
Phone, E-mail, Knowledge Base Chat (’15), Video (’16), Remote (’17)