Includes appendices.

The first publication to recognize that while administrative and educational support (AES) units should conduct assessment to improve their services, their assessment focus and procedures are substantively different from those in the institution's instructional programs. The Department Head's Guide leads AES staff through formulation of administrative service objectives, to identification of means of assessment, as well as primary and secondary criteria for success, and ultimately to using the results of assessment activities to improve services. Among the AES units for which the authors provide examples of the process are the Office of the Registrar, the Library, the Career Center, and the Accounting Department. Assessment implementation in public service and research units is also discussed.