The objectives of this study were identification and verification of key processes that could be used by higher education quality administrators to implement continuous improvement programs and benchmarking processes. East Tennessee State University's Continuous Improvement Key Process Relationship Matrix was used as the basis of a 44-item questionnaire sent to a sample of 49 higher education institutions; 26 replies (53 percent) were received. Responses were tabulated for 10 key processes and 34 associated performance measures. Key processes were: (1) teaching/learning; (2) enrollment management; (3) cultural environment; (4) strategic planning; (5) resource acquisition and development; (6) institutional management and governance; (7) research activity; (8) community outreach; (9) learning environment; and (10) communicating the institutional image. Of the key processes, the study found teaching/learning and enrollment management to have the highest agreement rate. Student retention data and exit examinations were identified as appropriate teaching and learning benchmarking measures; while retention data, student enrollment, and student satisfaction were cited as appropriate benchmarking measures for enrollment management. Twenty-one data tables summarize responses. The four appendixes include: the East Tennessee State University matrix; a copy of the letter of transmittal use; the questionnaire; and a directory of respondents. (Contains 40 references.) (CH)