APPA Library

"Case Study 1: Implementing SAM at the University of Maryland, Baltimore"
Author: Kinnaman, Maggie
Published In: Strategic Assessment Model, The, second edition
Date: 2001

Kinnaman describes the Strategic Assessment Model (SAM) experiences at University of Maryland, Baltimore (UMB), where she has collected the data and presented the results of each survey since SAM's initiation. UMB is an 24.4-acre urban campus with seven professional schools, contained in 50 buildings. Discovered data collection, while labor intensive, is easy compared with interpreting the results to improve service delivery. Data helps identify where you are and where you'd like to be and lends credibility to perceptions. SAM has helped UMB recognize that organizational excellence is measured not only by looking at finances but considerng customer relations and employee feedback. Participation in SAM surveys has helped UMB understand their performance in relationship to their peers, added credence to recommendations, and assisted in telling the facilities story.

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