It is an event administrators, faculty, staff, and students dread every semester--the course cancellation meeting, when it is decided which low enrollment classes will be canceled. No one wins. Students are left scrambling to make last-minute adjustments to their schedules, and administrators are forced to cancel low-enrollment classes even though…

This paper discusses ways to evaluate processes, describes methods of gathering information, and presents an outline for developing a continuous improvement model. Such assessment tools, as opposed to traditional "satisfaction surveys," can examine the service process and provide institutions with useful information to use as a catalyst for change…