Survey Items with Ten Smallest Performance Gaps › files › offices-and-services › ... · Quality and Productivity Improvement Results 4.345 0.651 3.308 0.922 1.037 1.021 Strategic

Campus Quality SurveyState Fair Community College - 2007 Spring Survey

Survey Items with Ten Smallest Performance Gaps

4.327

4.090

4.129

4.200

4.396

4.465

4.337

4.614

3.550

4.420

4.178

3.680

3.624

3.680

3.802

3.851

3.693

3.901

2.800

3.650

0.149

0.410

0.505

0.520

0.594

0.614

0.644

0.713

0.750

0.770

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000

Quality improvement teams have been established inthis organization

This institution uses state and national data tocompare its performance with that of other institutions

This institution uses teams to solve problems

This institution regularly conducts surveys to evaluatethe quality of its programs and services

The mission, purpose and values of this institution arefamiliar to employees

This institution believes in continuous qualityimprovement

My supervisor helps me improve my job performance

Faculty and staff take pride in their work

Guarantees of satisfaction are offered to students toensure quality service

My department meets as a team to plan andcoordinate work

Mean Value

How It Should Be How It Is Now Performance Gap

Copyright 1996, USA Group/Noel-Levitz Centers, Inc. 2-1Performance Horizons Consulting Group


Survey Items With Ten Largest Performance Gaps

4.356

4.544

4.545

4.465

4.416

4.337

4.400

4.376

4.343

4.446

2.406

2.777

2.812

2.782

2.733

2.673

2.780

2.772

2.828

2.970

1.950

1.767

1.733

1.683

1.683

1.663

1.620

1.604

1.515

1.475

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000

There are effective lines of communication betweendepartments

It is easy to get information at this institution

There is a spirit of teamwork and cooperation in thisorganization

Processes for selecting, orienting, training,empowering and recognizing employees are carefully

planned

Employees are rewarded for outstanding jobperformance

Employees are empowered to resolve problemsquickly

This institution analyzes all relevant data beforemaking decisions

Written procedures clearly define who is responsiblefor each operation and service

This institution analyzes complaints to determineappropriate remedial actions

This institution plans carefully

Mean Value




All Staff Perceptions of Performance in Eight Main Survey Categories

4.405

4.369

4.364

4.340

4.318

4.291

4.266

4.258

3.173

3.264

3.012

3.149

3.328

3.133

3.304

3.181

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000

Top Management Leadership and Support

Employee Empowerment and Teamwork

Employee Training and Recognition

Measurement and Analysis

Strategic Quality Planning

Quality and Productivity Improvement Results

Customer Focus

Quality Assurance

Mean Value

How It Should Be How It Is Now



4.447

4.426

4.385

4.367

4.345

4.339

4.333

4.301

3.281

3.477

3.496

3.355

3.308

3.440

3.449

3.291

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000





Quality and Productivity ImprovementResults


Customer Focus

Quality Assurance

Mean Value


Support/Classified Staff Perceptions of Performance in Eight Main Survey Categories



4.313

4.275

4.268

4.237

4.229

4.177

4.145

4.130

2.812

3.015

2.843

2.812

3.137

3.023

3.059

3.141

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000







Quality Assurance

Customer Focus

Mean Value


Faculty/Instructor Perceptions of Performance in Eight Main Survey Categories



4.182

4.154

4.125

4.111

4.083

4.077

4.000

3.917

4.000

4.000

3.375

3.556

3.750

3.846

3.875

3.833

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000





Quality and Productivity ImprovementResults

Customer Focus


Quality Assurance

Mean Value


Department Chair Perceptions of Performance in Eight Main Survey Categories



4.497

4.472

4.451

4.433

4.427

4.390

4.373

4.366

3.301

3.343

3.336

3.027

3.466

3.109

3.218

3.392

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000







Quality Assurance

Customer Focus

Mean Value


Administrative/Professional Perceptions of Performance in Eight Main Survey Categories



Summary of All Staff Perceptions in Eight Main Survey CategoriesIn Descending Order of How it Should Be

1 - Strongly disagree2 - Disagree3 - Uncertain4 - Agree5 - Strongly Agree

How It How It Is PerformanceShould Be Now Gap

Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Top Management Leadership and Support 4.405 0.591 3.173 1.141 1.231 1.294Employee Empowerment and Teamwork 4.369 0.606 3.264 1.163 1.105 1.325Employee Training and Recognition 4.364 0.641 3.012 1.098 1.352 1.287Measurement and Analysis 4.340 0.628 3.149 1.102 1.191 1.287Strategic Quality Planning 4.318 0.659 3.328 1.041 0.990 1.218Quality and Productivity Improvement Results 4.291 0.699 3.133 1.081 1.157 1.240Customer Focus 4.266 0.733 3.304 0.989 0.962 1.139Quality Assurance 4.258 0.674 3.181 1.052 1.077 1.203

Performance Horizons Consulting Group Copyright 1996, USA Group/Noel-Levitz Centers, Inc. 2-8


Summary of Staff Perceptions in Eight Main Survey CategoriesIn Descending Order of How it Should Be

(Support/Classified)1 - Strongly disagree2 - Disagree3 - Uncertain4 - Agree5 - Strongly Agree


Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Employee Training and Recognition 4.447 0.525 3.281 0.938 1.166 1.050Top Management Leadership and Support 4.426 0.571 3.477 0.925 0.950 1.019Employee Empowerment and Teamwork 4.385 0.548 3.496 0.930 0.890 1.012Measurement and Analysis 4.367 0.583 3.355 0.945 1.012 1.042Quality and Productivity Improvement Results 4.345 0.651 3.308 0.922 1.037 1.021Strategic Quality Planning 4.339 0.595 3.440 0.874 0.899 1.002Customer Focus 4.333 0.683 3.449 0.796 0.884 0.925Quality Assurance 4.301 0.619 3.291 0.862 1.009 0.978

(Faculty/Instructor)


Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Top Management Leadership and Support 4.313 0.632 2.812 1.161 1.501 1.407Employee Empowerment and Teamwork 4.275 0.661 3.015 1.218 1.260 1.440Employee Training and Recognition 4.268 0.690 2.843 1.081 1.425 1.330Measurement and Analysis 4.237 0.678 2.812 1.074 1.425 1.385Strategic Quality Planning 4.229 0.683 3.137 1.059 1.092 1.313Quality and Productivity Improvement Results 4.177 0.715 3.023 1.121 1.154 1.318Quality Assurance 4.145 0.710 3.059 1.117 1.087 1.344Customer Focus 4.130 0.793 3.141 1.052 0.989 1.290



Summary of Staff Perceptions in Eight Main Survey CategoriesIn Descending Order of How it Should Be

(Department Chair)1 - Strongly disagree2 - Disagree3 - Uncertain4 - Agree5 - Strongly Agree


Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Top Management Leadership and Support 4.182 0.603 4.000 0.632 0.182 0.603Employee Empowerment and Teamwork 4.154 0.555 4.000 0.577 0.154 0.689Employee Training and Recognition 4.125 0.354 3.375 0.518 0.750 0.463Measurement and Analysis 4.111 0.928 3.556 0.527 0.556 1.236Customer Focus 4.083 0.900 3.750 0.866 0.333 1.073Quality Assurance 4.077 0.494 3.846 0.376 0.231 0.439Quality and Productivity Improvement Results 4.000 0.000 3.875 0.354 0.125 0.354Strategic Quality Planning 3.917 0.289 3.833 0.389 0.083 0.289

(Administrative/Professional)


Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Top Management Leadership and Support 4.497 0.543 3.301 1.191 1.196 1.305Employee Empowerment and Teamwork 4.472 0.566 3.343 1.237 1.129 1.394Measurement and Analysis 4.451 0.575 3.336 1.186 1.115 1.320Employee Training and Recognition 4.433 0.614 3.027 1.210 1.406 1.399Strategic Quality Planning 4.427 0.613 3.466 1.143 0.962 1.286Quality and Productivity Improvement Results 4.390 0.691 3.109 1.173 1.281 1.327Quality Assurance 4.373 0.650 3.218 1.143 1.155 1.241Customer Focus 4.366 0.698 3.392 1.047 0.974 1.115



Summary of All Staff Perceptions of Performance on Indivdual Survey ItemsIn Descending Order of How it Should Be


How It How It Is PerformanceItem Should Be Now GapNo. Item Mean St. Dev. Mean St. Dev. Mean St. Dev.

29 Faculty and staff take pride in their work 4.614 0.489 3.901 0.900 0.713 0.96337 There is a spirit of teamwork and cooperation in this organization 4.545 0.500 2.812 1.129 1.733 1.326

4 It is easy to get information at this institution 4.544 0.556 2.777 1.260 1.767 1.35230 Administrators set examples of quality services in their day-to-day performance 4.505 0.522 3.356 1.101 1.149 1.19531 Administrators recognize faculty and staff when they do a good job 4.500 0.541 3.110 1.118 1.390 1.34010 This institution has "user-friendly" computer systems to assist employees and students 4.495 0.610 3.218 1.197 1.277 1.282

1 This institution listens to its students 4.490 0.671 3.578 0.927 0.912 1.1002 This institution involves its employees in planning for the future 4.490 0.558 3.235 1.187 1.255 1.355

8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.465 0.626 2.782 1.073 1.683 1.311

36 Administrators share information regularly with faculty and staff 4.465 0.501 3.188 1.189 1.277 1.35743 This institution believes in continuous quality improvement 4.465 0.626 3.851 0.953 0.614 1.06738 I know what is expected of me 4.446 0.500 3.673 1.021 0.772 1.03847 This institution plans carefully 4.446 0.655 2.970 1.109 1.475 1.339

5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.441 0.555 3.382 0.934 1.059 0.973

50 Prof. development training programs are available to assist employees in improving their job performance 4.440 0.641 3.360 1.185 1.080 1.300

25 Administrators are committed to providing quality service 4.436 0.607 3.475 1.092 0.960 1.19139 Our services to students are "user-friendly" 4.436 0.699 3.248 0.974 1.188 1.21413 Job responsibilities are communicated clearly to employees 4.424 0.555 2.949 1.119 1.475 1.256

6 Team efforts are effective in this organization 4.422 0.535 3.039 1.080 1.382 1.11740 My department meets as a team to plan and coordinate work 4.420 0.606 3.650 1.250 0.770 1.19626 Employees are rewarded for outstanding job performance 4.416 0.588 2.733 1.148 1.683 1.30335 Administrators have confidence and trust in me 4.410 0.552 3.410 1.065 1.000 1.247

Performance Horizons Consulting Group Copyright 1996, USA Group/Noel Levitz Centers, Inc. 2-11





11 This institution promotes excellent employee-student relationships 4.400 0.711 3.500 1.049 0.900 1.26741 This institution analyzes all relevant data before making decisions 4.400 0.603 2.780 1.011 1.620 1.24549 The mission, purpose and values of this institution are familiar to employees 4.396 0.618 3.802 0.872 0.594 0.92912 Established standards and procedures define job expectations for employees 4.380 0.565 2.990 1.141 1.390 1.31044 Employees are involved in the development and improvement of performance measures 4.376 0.563 3.366 1.093 1.010 1.21245 Written procedures clearly define who is responsible for each operation and service 4.376 0.630 2.772 1.038 1.604 1.21732 Administrators pay attention to what I have to say 4.370 0.562 2.970 1.193 1.400 1.34127 There are effective lines of communication between departments 4.356 0.626 2.406 0.982 1.950 1.21114 This institution analyzes complaints to determine appropriate remedial actions 4.343 0.641 2.828 0.990 1.515 1.19028 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 2.950 1.104 1.390 1.30219 Employees are empowered to resolve problems quickly 4.337 0.605 2.673 1.123 1.663 1.29822 Efforts to improve quality are paying off in this institution 4.337 0.652 3.129 0.997 1.208 1.18633 My supervisor helps me improve my job performance 4.337 0.621 3.693 1.093 0.644 1.11921 Administrators cultivate positive relationships with students 4.327 0.602 3.347 0.899 0.980 1.02046 Quality improvement teams have been established in this organization 4.327 0.585 4.178 0.727 0.149 0.74048 Employee suggestions are used to improve our institution 4.307 0.644 3.030 1.024 1.277 1.21820 Administrators treat students as their top priority 4.267 0.799 3.307 1.093 0.960 1.48315 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 3.394 0.879 0.869 0.90024 Students believe faculty care about what they think 4.253 0.660 3.384 0.866 0.869 0.976

7 Each department or work unit has written, up-to-date service expectations 4.218 0.701 2.921 0.987 1.297 1.2853 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.200 0.739 3.680 0.963 0.520 1.1769 Employees receive special training in improving customer service 4.198 0.762 3.040 1.009 1.158 1.286






18 This institution continually evaluates and upgrades its processes for collecting data 4.190 0.581 3.290 1.028 0.900 1.14242 Quality improvement tools and methods are used regularly to solve problems 4.188 0.744 3.337 0.993 0.851 1.17834 This institution uses teams to solve problems 4.129 0.688 3.624 1.103 0.505 1.36816 Student survey results are published and posted regularly 4.110 0.751 3.290 0.957 0.820 1.00917 This institution uses state and national data to compare its performance with that of other institutions 4.090 0.712 3.680 0.803 0.410 0.98623 Guarantees of satisfaction are offered to students to ensure quality service 3.550 0.968 2.800 0.910 0.750 1.184



Summary of Support/Classified Staff Perceptions of Performance on Indivdual Survey ItemsIn Descending Order of How it Should Be


Campus -- Service -- Service -- Service --How It How It How It Is Performance

Item Should Be Should Be Now GapNo. Item Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev.

29 Faculty and staff take pride in their work 4.614 0.489 4.667 0.480 3.889 0.698 0.778 0.69837 There is a spirit of teamwork and cooperation in this organization 4.545 0.500 4.519 0.509 3.222 1.013 1.296 1.171

4 It is easy to get information at this institution 4.544 0.556 4.643 0.488 3.393 1.166 1.250 1.20630 Administrators set examples of quality services in their day-to-day performance 4.505 0.522 4.519 0.509 3.704 0.775 0.815 0.73631 Administrators recognize faculty and staff when they do a good job 4.500 0.541 4.519 0.509 3.185 0.921 1.333 1.14410 This institution has "user-friendly" computer systems to assist employees and students 4.495 0.610 4.536 0.508 3.321 1.219 1.214 1.166

1 This institution listens to its students 4.490 0.671 4.429 0.879 3.679 0.945 0.750 1.1102 This institution involves its employees in planning for the future 4.490 0.558 4.536 0.508 3.357 1.129 1.179 1.278

8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.465 0.626 4.429 0.504 3.143 0.891 1.286 1.084

36 Administrators share information regularly with faculty and staff 4.465 0.501 4.481 0.509 3.111 1.121 1.370 1.27543 This institution believes in continuous quality improvement 4.465 0.626 4.444 0.506 4.037 0.759 0.407 0.74738 I know what is expected of me 4.446 0.500 4.481 0.509 3.815 0.921 0.667 0.92047 This institution plans carefully 4.446 0.655 4.519 0.509 3.333 1.074 1.185 1.039

5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.441 0.555 4.321 0.548 3.214 0.738 1.107 0.786

50 Prof. development training programs are available to assist employees in improving their job performance 4.440 0.641 4.444 0.577 3.704 0.993 0.741 1.059

25 Administrators are committed to providing quality service 4.436 0.607 4.593 0.572 3.926 0.616 0.667 0.73439 Our services to students are "user-friendly" 4.436 0.699 4.407 0.844 3.444 0.934 0.963 1.01813 Job responsibilities are communicated clearly to employees 4.424 0.555 4.407 0.694 3.111 0.974 1.296 1.203

6 Team efforts are effective in this organization 4.422 0.535 4.429 0.504 3.286 0.976 1.143 0.93240 My department meets as a team to plan and coordinate work 4.420 0.606 4.370 0.565 3.370 1.275 1.000 1.20926 Employees are rewarded for outstanding job performance 4.416 0.588 4.519 0.509 3.148 0.989 1.370 1.11535 Administrators have confidence and trust in me 4.410 0.552 4.407 0.501 3.741 0.656 0.667 0.679







11 This institution promotes excellent employee-student relationships 4.400 0.711 4.444 0.698 3.556 0.801 0.889 1.08641 This institution analyzes all relevant data before making decisions 4.400 0.603 4.296 0.669 3.185 0.879 1.111 1.05049 The mission, purpose and values of this institution are familiar to employees 4.396 0.618 4.370 0.565 3.852 0.718 0.519 0.80212 Established standards and procedures define job expectations for employees 4.380 0.565 4.333 0.734 3.111 1.050 1.222 1.25144 Employees are involved in the development and improvement of performance measures 4.376 0.563 4.370 0.492 3.704 0.775 0.667 0.83245 Written procedures clearly define who is responsible for each operation and service 4.376 0.630 4.296 0.609 2.889 0.892 1.407 0.97132 Administrators pay attention to what I have to say 4.370 0.562 4.333 0.679 3.111 1.086 1.222 1.21927 There are effective lines of communication between departments 4.356 0.626 4.333 0.832 2.481 0.975 1.852 1.23114 This institution analyzes complaints to determine appropriate remedial actions 4.343 0.641 4.333 0.679 3.000 0.784 1.333 1.07428 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 4.370 0.492 3.074 0.829 1.296 1.03119 Employees are empowered to resolve problems quickly 4.337 0.605 4.407 0.501 3.000 0.961 1.407 0.88822 Efforts to improve quality are paying off in this institution 4.337 0.652 4.407 0.572 3.630 0.792 0.778 0.89233 My supervisor helps me improve my job performance 4.337 0.621 4.370 0.492 4.148 0.456 0.222 0.57721 Administrators cultivate positive relationships with students 4.327 0.602 4.444 0.506 3.667 0.620 0.778 0.69846 Quality improvement teams have been established in this organization 4.327 0.585 4.370 0.565 4.037 0.706 0.333 0.67948 Employee suggestions are used to improve our institution 4.307 0.644 4.407 0.501 3.222 0.934 1.185 1.00120 Administrators treat students as their top priority 4.267 0.799 4.333 0.620 3.778 0.698 0.556 0.80115 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 4.333 0.679 3.370 0.629 0.963 0.85424 Students believe faculty care about what they think 4.253 0.660 4.385 0.637 3.538 0.706 0.846 0.784

7 Each department or work unit has written, up-to-date service expectations 4.218 0.701 4.321 0.723 3.000 0.861 1.321 1.1243 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.200 0.739 4.107 0.629 3.786 0.686 0.321 0.7239 Employees receive special training in improving customer service 4.198 0.762 4.464 0.508 3.321 0.983 1.143 1.177







18 This institution continually evaluates and upgrades its processes for collecting data 4.190 0.581 4.222 0.577 3.444 0.892 0.778 0.89242 Quality improvement tools and methods are used regularly to solve problems 4.188 0.744 4.222 0.698 3.444 0.751 0.778 0.84734 This institution uses teams to solve problems 4.129 0.688 4.222 0.698 3.852 0.718 0.370 0.83916 Student survey results are published and posted regularly 4.110 0.751 4.037 0.759 3.148 0.718 0.889 0.89217 This institution uses state and national data to compare its performance with that of other institutions 4.090 0.712 4.111 0.577 3.593 0.636 0.519 0.64323 Guarantees of satisfaction are offered to students to ensure quality service 3.550 0.968 4.037 0.706 3.185 0.622 0.852 0.662



Summary of Faculty/Instructor Perceptions of Performance on Indivdual Survey ItemsIn Descending Order of How it Should Be


Campus -- Faculty -- Faculty -- Faculty --How It How It How It Is Performance

















11 This institution promotes excellent employee-student relationships 4.400 0.711 4.371 0.770 3.486 1.222 0.886 1.38841 This institution analyzes all relevant data before making decisions 4.400 0.603 4.417 0.554 2.500 0.941 1.917 1.13149 The mission, purpose and values of this institution are familiar to employees 4.396 0.618 4.306 0.577 3.750 0.906 0.556 0.84312 Established standards and procedures define job expectations for employees 4.380 0.565 4.286 0.458 3.114 1.255 1.171 1.31744 Employees are involved in the development and improvement of performance measures 4.376 0.563 4.417 0.554 3.222 1.245 1.194 1.39045 Written procedures clearly define who is responsible for each operation and service 4.376 0.630 4.389 0.645 2.833 1.108 1.556 1.31932 Administrators pay attention to what I have to say 4.370 0.562 4.361 0.487 2.667 1.146 1.694 1.36927 There are effective lines of communication between departments 4.356 0.626 4.222 0.540 2.361 1.018 1.861 1.22214 This institution analyzes complaints to determine appropriate remedial actions 4.343 0.641 4.229 0.646 2.714 0.957 1.514 1.19728 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 4.250 0.500 2.583 1.079 1.667 1.37319 Employees are empowered to resolve problems quickly 4.337 0.605 4.222 0.637 2.611 1.128 1.611 1.40022 Efforts to improve quality are paying off in this institution 4.337 0.652 4.167 0.775 2.694 0.951 1.472 1.34133 My supervisor helps me improve my job performance 4.337 0.621 4.139 0.723 3.333 1.242 0.806 1.03721 Administrators cultivate positive relationships with students 4.327 0.602 4.250 0.604 2.806 1.009 1.444 1.20646 Quality improvement teams have been established in this organization 4.327 0.585 4.167 0.609 4.056 0.791 0.111 0.88748 Employee suggestions are used to improve our institution 4.307 0.644 4.194 0.577 2.944 0.955 1.250 1.15620 Administrators treat students as their top priority 4.267 0.799 4.056 1.013 2.861 1.268 1.194 2.05415 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 4.118 0.640 3.206 1.008 0.912 1.02624 Students believe faculty care about what they think 4.253 0.660 4.028 0.774 3.389 0.766 0.639 0.833











Summary of Department Chair Perceptions of Performance on Indivdual Survey ItemsIn Descending Order of How it Should Be

1 - Strongly disagree *Only 2 respondents in this category 2 - Disagree **Questions with 1 respondent result in a St. Dev. Of 0.0003 - Uncertain4 - Agree5 - Strongly Agree

Campus -- Dept. Chair -- Dept. Chair -- Dept. Chair --How It How It How It Is Performance


29 Faculty and staff take pride in their work 4.614 0.489 5.000 0.000 5.000 0.000 -- --37 There is a spirit of teamwork and cooperation in this organization 4.545 0.500 5.000 0.000 4.000 0.000 1.000 0.000

4 It is easy to get information at this institution 4.544 0.556 5.000 0.000 4.000 0.000 1.000 0.00030 Administrators set examples of quality services in their day-to-day performance 4.505 0.522 5.000 0.000 5.000 0.000 -- --31 Administrators recognize faculty and staff when they do a good job 4.500 0.541 4.000 0.000 4.000 0.000 -- --10 This institution has "user-friendly" computer systems to assist employees and students 4.495 0.610 5.000 0.000 3.000 0.000 2.000 0.000

1 This institution listens to its students 4.490 0.671 4.000 0.000 4.000 0.000 -- --2 This institution involves its employees in planning for the future 4.490 0.558 4.000 0.000 4.000 0.000 -- --


36 Administrators share information regularly with faculty and staff 4.465 0.501 4.000 0.000 4.000 0.000 -- --43 This institution believes in continuous quality improvement 4.465 0.626 5.000 0.000 5.000 0.000 -- --38 I know what is expected of me 4.446 0.500 4.000 0.000 4.000 0.000 -- --47 This institution plans carefully 4.446 0.655 4.000 0.000 4.000 0.000 -- --

5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.441 0.555 4.000 0.000 4.000 0.000 -- --

50 Prof. development training programs are available to assist employees in improving their job performance 4.440 0.641 4.000 0.000 4.000 0.000 -- --

25 Administrators are committed to providing quality service 4.436 0.607 4.000 0.000 4.000 0.000 -- --39 Our services to students are "user-friendly" 4.436 0.699 5.000 0.000 4.000 0.000 1.000 0.00013 Job responsibilities are communicated clearly to employees 4.424 0.555 4.000 0.000 4.000 0.000 -- --

6 Team efforts are effective in this organization 4.422 0.535 5.000 0.000 4.000 0.000 1.000 0.00040 My department meets as a team to plan and coordinate work 4.420 0.606 4.000 0.000 4.000 0.000 -- --26 Employees are rewarded for outstanding job performance 4.416 0.588 4.000 0.000 3.000 0.000 1.000 0.00035 Administrators have confidence and trust in me 4.410 0.552 4.000 0.000 4.000 0.000 -- --







11 This institution promotes excellent employee-student relationships 4.400 0.711 4.000 0.000 4.000 0.000 -- --41 This institution analyzes all relevant data before making decisions 4.400 0.603 4.000 0.000 3.000 0.000 1.000 0.00049 The mission, purpose and values of this institution are familiar to employees 4.396 0.618 4.000 0.000 4.000 0.000 -- --12 Established standards and procedures define job expectations for employees 4.380 0.565 4.000 0.000 4.000 0.000 -- --44 Employees are involved in the development and improvement of performance measures 4.376 0.563 4.000 0.000 4.000 0.000 -- --45 Written procedures clearly define who is responsible for each operation and service 4.376 0.630 4.000 0.000 4.000 0.000 -- --32 Administrators pay attention to what I have to say 4.370 0.562 4.000 0.000 4.000 0.000 -- --27 There are effective lines of communication between departments 4.356 0.626 4.000 0.000 2.000 0.000 2.000 0.00014 This institution analyzes complaints to determine appropriate remedial actions 4.343 0.641 4.000 0.000 4.000 0.000 -- --28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 4.000 0.000 4.000 0.000 -- --19 Employees are empowered to resolve problems quickly 4.337 0.605 4.000 0.000 3.000 0.000 1.000 0.00022 Efforts to improve quality are paying off in this institution 4.337 0.652 5.000 0.000 3.000 0.000 2.000 0.00033 My supervisor helps me improve my job performance 4.337 0.621 5.000 0.000 5.000 0.000 -- --21 Administrators cultivate positive relationships with students 4.327 0.602 4.000 0.000 4.000 0.000 -- --46 Quality improvement teams have been established in this organization 4.327 0.585 4.000 0.000 4.000 0.000 -- --48 Employee suggestions are used to improve our institution 4.307 0.644 4.000 0.000 3.000 0.000 1.000 0.00020 Administrators treat students as their top priority 4.267 0.799 3.000 0.000 4.000 0.000 -1.000 0.00015 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 4.000 0.000 4.000 0.000 -- --24 Students believe faculty care about what they think 4.253 0.660 5.000 0.000 4.000 0.000 1.000 0.000

7 Each department or work unit has written, up-to-date service expectations 4.218 0.701 4.000 0.000 4.000 0.000 -- --3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.200 0.739 4.000 0.000 4.000 0.000 -- --9 Employees receive special training in improving customer service 4.198 0.762 4.000 0.000 3.000 0.000 1.000 0.000







18 This institution continually evaluates and upgrades its processes for collecting data 4.190 0.581 4.000 0.000 3.000 0.000 1.000 0.00042 Quality improvement tools and methods are used regularly to solve problems 4.188 0.744 2.000 0.000 4.000 0.000 -2.000 0.00034 This institution uses teams to solve problems 4.129 0.688 4.000 0.000 5.000 0.000 -1.000 0.00016 Student survey results are published and posted regularly 4.110 0.751 4.000 0.000 4.000 0.000 -- --17 This institution uses state and national data to compare its performance with that of other institutions 4.090 0.712 4.000 0.000 4.000 0.000 -- --23 Guarantees of satisfaction are offered to students to ensure quality service 3.550 0.968 3.000 0.000 3.000 0.000 -- --



Summary of Administrative/Professional Perceptions of Performance on Indivdual Survey ItemsIn Descending Order of How it Should Be


Campus -- Admin/Prof. -- Admin/Prof. -- Admin/Prof. --How It How It How It Is Performance

















11 This institution promotes excellent employee-student relationships 4.400 0.711 4.515 0.508 3.515 1.034 1.000 1.14641 This institution analyzes all relevant data before making decisions 4.400 0.603 4.515 0.566 2.727 1.126 1.788 1.38649 The mission, purpose and values of this institution are familiar to employees 4.396 0.618 4.576 0.561 3.848 0.972 0.727 1.09812 Established standards and procedures define job expectations for employees 4.380 0.565 4.515 0.508 2.727 1.098 1.788 1.26944 Employees are involved in the development and improvement of performance measures 4.376 0.563 4.424 0.502 3.333 1.137 1.091 1.28445 Written procedures clearly define who is responsible for each operation and service 4.376 0.630 4.515 0.508 2.576 1.119 1.939 1.27332 Administrators pay attention to what I have to say 4.370 0.562 4.438 0.564 3.219 1.338 1.219 1.43127 There are effective lines of communication between departments 4.356 0.626 4.515 0.508 2.455 1.034 2.061 1.27314 This institution analyzes complaints to determine appropriate remedial actions 4.343 0.641 4.469 0.621 2.844 1.167 1.625 1.26428 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 4.469 0.507 3.219 1.263 1.250 1.45919 Employees are empowered to resolve problems quickly 4.337 0.605 4.424 0.663 2.455 1.201 1.970 1.40322 Efforts to improve quality are paying off in this institution 4.337 0.652 4.455 0.564 3.242 1.032 1.212 1.16633 My supervisor helps me improve my job performance 4.337 0.621 4.515 0.508 3.636 1.141 0.879 1.34121 Administrators cultivate positive relationships with students 4.327 0.602 4.303 0.684 3.697 0.684 0.606 0.78846 Quality improvement teams have been established in this organization 4.327 0.585 4.485 0.566 4.515 0.566 -0.030 0.52948 Employee suggestions are used to improve our institution 4.307 0.644 4.455 0.564 3.000 1.225 1.455 1.46020 Administrators treat students as their top priority 4.267 0.799 4.485 0.566 3.485 0.939 1.000 0.93515 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 4.333 0.540 3.606 0.933 0.727 0.80124 Students believe faculty care about what they think 4.253 0.660 4.394 0.496 3.333 1.051 1.061 1.223











List of Survey Items Included in Each of the Main Survey Categories1 - Strongly disagree2 - Disagree3 - Uncertain4 - Agree5 - Strongly Agree

How It How It Is PerformanceItem Should Be Now GapNo. Scale Mean St. Dev. Mean St. Dev. Mean St. Dev.

TOP MANAGEMENT LEADERSHIP AND SUPPORT 4.405 0.591 3.173 1.141 1.231 1.2946 Team efforts are effective in this organization 4.422 0.535 3.039 1.080 1.382 1.117

13 Job responsibilities are communicated clearly to employees 4.424 0.555 2.949 1.119 1.475 1.25620 Administrators treat students as their top priority 4.267 0.799 3.307 1.093 0.960 1.48325 Administrators are committed to providing quality service 4.436 0.607 3.475 1.092 0.960 1.19126 Employees are rewarded for outstanding job performance 4.416 0.588 2.733 1.148 1.683 1.30330 Administrators set examples of quality services in their day-to-day performance 4.505 0.522 3.356 1.101 1.149 1.19532 Administrators pay attention to what I have to say 4.370 0.562 2.970 1.193 1.400 1.34133 My supervisor helps me improve my job performance 4.337 0.621 3.693 1.093 0.644 1.11935 Administrators have confidence and trust in me 4.410 0.552 3.410 1.065 1.000 1.24736 Administrators share information regularly with faculty and staff 4.465 0.501 3.188 1.189 1.277 1.35741 This institution analyzes all relevant data before making decisions 4.400 0.603 2.780 1.011 1.620 1.245

CUSTOMER FOCUS 4.266 0.733 3.304 0.989 0.962 1.1391 This institution listens to its students 4.490 0.671 3.578 0.927 0.912 1.1003 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.200 0.739 3.680 0.963 0.520 1.176


9 Employees receive special training in improving customer service 4.198 0.762 3.040 1.009 1.158 1.28611 This institution promotes excellent employee-student relationships 4.400 0.711 3.500 1.049 0.900 1.26714 This institution analyzes complaints to determine appropriate remedial actions 4.343 0.641 2.828 0.990 1.515 1.19015 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 3.394 0.879 0.869 0.90016 Student survey results are published and posted regularly 4.110 0.751 3.290 0.957 0.820 1.00921 Administrators cultivate positive relationships with students 4.327 0.602 3.347 0.899 0.980 1.02023 Guarantees of satisfaction are offered to students to ensure quality service 3.550 0.968 2.800 0.910 0.750 1.18424 Students believe faculty care about what they think 4.253 0.660 3.384 0.866 0.869 0.97625 Administrators are committed to providing quality service 4.436 0.607 3.475 1.092 0.960 1.19139 Our services to students are "user-friendly" 4.436 0.699 3.248 0.974 1.188 1.214





STRATEGIC QUALITY PLANNING 4.318 0.659 3.328 1.041 0.990 1.2182 This institution involves its employees in planning for the future 4.490 0.558 3.235 1.187 1.255 1.3553 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.200 0.739 3.680 0.963 0.520 1.176

14 This institution analyzes complaints to determine appropriate remedial actions 4.343 0.641 2.828 0.990 1.515 1.19015 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 3.394 0.879 0.869 0.90017 This institution uses state and national data to compare its performance with that of other institutions 4.090 0.712 3.680 0.803 0.410 0.98647 This institution plans carefully 4.446 0.655 2.970 1.109 1.475 1.33948 Employee suggestions are used to improve our institution 4.307 0.644 3.030 1.024 1.277 1.21849 The mission, purpose and values of this institution are familiar to employees 4.396 0.618 3.802 0.872 0.594 0.929

QUALITY ASSURANCE 4.258 0.674 3.181 1.052 1.077 1.203


7 Each department or work unit has written, up-to-date service expectations 4.218 0.701 2.921 0.987 1.297 1.28512 Established standards and procedures define job expectations for employees 4.380 0.565 2.990 1.141 1.390 1.31013 Job responsibilities are communicated clearly to employees 4.424 0.555 2.949 1.119 1.475 1.25615 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 3.394 0.879 0.869 0.90017 This institution uses state and national data to compare its performance with that of other institutions 4.090 0.712 3.680 0.803 0.410 0.98618 This institution continually evaluates and upgrades its processes for collecting data 4.190 0.581 3.290 1.028 0.900 1.14223 Guarantees of satisfaction are offered to students to ensure quality service 3.550 0.968 2.800 0.910 0.750 1.18428 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 2.950 1.104 1.390 1.30238 I know what is expected of me 4.446 0.500 3.673 1.021 0.772 1.03844 Employees are involved in the development and improvement of performance measures 4.376 0.563 3.366 1.093 1.010 1.21245 Written procedures clearly define who is responsible for each operation and service 4.376 0.630 2.772 1.038 1.604 1.217





MEASUREMENT AND ANALYSIS 4.340 0.628 3.149 1.102 1.191 1.2874 It is easy to get information at this institution 4.544 0.556 2.777 1.260 1.767 1.352

10 This institution has "user-friendly" computer systems to assist employees and students 4.495 0.610 3.218 1.197 1.277 1.28217 This institution uses state and national data to compare its performance with that of other institutions 4.090 0.712 3.680 0.803 0.410 0.98618 This institution continually evaluates and upgrades its processes for collecting data 4.190 0.581 3.290 1.028 0.900 1.14222 Efforts to improve quality are paying off in this institution 4.337 0.652 3.129 0.997 1.208 1.18628 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 2.950 1.104 1.390 1.30236 Administrators share information regularly with faculty and staff 4.465 0.501 3.188 1.189 1.277 1.35741 This institution analyzes all relevant data before making decisions 4.400 0.603 2.780 1.011 1.620 1.24542 Quality improvement tools and methods are used regularly to solve problems 4.188 0.744 3.337 0.993 0.851 1.178

QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS 4.291 0.699 3.133 1.081 1.157 1.2407 Each department or work unit has written, up-to-date service expectations 4.218 0.701 2.921 0.987 1.297 1.285

12 Established standards and procedures define job expectations for employees 4.380 0.565 2.990 1.141 1.390 1.31015 Student input is systematically monitored and measured as a basis for improvement 4.263 0.616 3.394 0.879 0.869 0.90018 This institution continually evaluates and upgrades its processes for collecting data 4.190 0.581 3.290 1.028 0.900 1.14222 Efforts to improve quality are paying off in this institution 4.337 0.652 3.129 0.997 1.208 1.18623 Guarantees of satisfaction are offered to students to ensure quality service 3.550 0.968 2.800 0.910 0.750 1.18427 There are effective lines of communication between departments 4.356 0.626 2.406 0.982 1.950 1.21129 Faculty and staff take pride in their work 4.614 0.489 3.901 0.900 0.713 0.96337 There is a spirit of teamwork and cooperation in this organization 4.545 0.500 2.812 1.129 1.733 1.32642 Quality improvement tools and methods are used regularly to solve problems 4.188 0.744 3.337 0.993 0.851 1.17843 This institution believes in continuous quality improvement 4.465 0.626 3.851 0.953 0.614 1.06745 Written procedures clearly define who is responsible for each operation and service 4.376 0.630 2.772 1.038 1.604 1.217





EMPLOYEE TRAINING AND RECOGNITION 4.364 0.641 3.012 1.098 1.352 1.287


9 Employees receive special training in improving customer service 4.198 0.762 3.040 1.009 1.158 1.28619 Employees are empowered to resolve problems quickly 4.337 0.605 2.673 1.123 1.663 1.29824 Students believe faculty care about what they think 4.253 0.660 3.384 0.866 0.869 0.97626 Employees are rewarded for outstanding job performance 4.416 0.588 2.733 1.148 1.683 1.30331 Administrators recognize faculty and staff when they do a good job 4.500 0.541 3.110 1.118 1.390 1.34048 Employee suggestions are used to improve our institution 4.307 0.644 3.030 1.024 1.277 1.218

50 Prof. development training programs are available to assist employees in improving their job performance 4.440 0.641 3.360 1.185 1.080 1.300

EMPLOYEE EMPOWERMENT AND TEAMWORK 4.369 0.606 3.264 1.163 1.105 1.3256 Team efforts are effective in this organization 4.422 0.535 3.039 1.080 1.382 1.117


13 Job responsibilities are communicated clearly to employees 4.424 0.555 2.949 1.119 1.475 1.25619 Employees are empowered to resolve problems quickly 4.337 0.605 2.673 1.123 1.663 1.29820 Administrators treat students as their top priority 4.267 0.799 3.307 1.093 0.960 1.48328 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 0.517 2.950 1.104 1.390 1.30233 My supervisor helps me improve my job performance 4.337 0.621 3.693 1.093 0.644 1.11934 This institution uses teams to solve problems 4.129 0.688 3.624 1.103 0.505 1.36835 Administrators have confidence and trust in me 4.410 0.552 3.410 1.065 1.000 1.24737 There is a spirit of teamwork and cooperation in this organization 4.545 0.500 2.812 1.129 1.733 1.32640 My department meets as a team to plan and coordinate work 4.420 0.606 3.650 1.250 0.770 1.19644 Employees are involved in the development and improvement of performance measures 4.376 0.563 3.366 1.093 1.010 1.21246 Quality improvement teams have been established in this organization 4.327 0.585 4.178 0.727 0.149 0.740


Campus Quality SurveyState Fair Community College - 2007 Spring SurveyEmployee Perceptions of Institutional Programs, Services, and Activities

In Descending Order of Mean Value1 - Poor and inadequate *Questions with 1 respondent result in a St. Dev. Of 0.0002 - Fair, much improvement needed3 - Good, still needs improvement4 - Very good and is continually improving5 - Excellent

Campus Support/Classfied Faculty/Instructor Department Chair Admin/ProfessionalNo. Programs, Services, and Activities Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev.

76 Switchboard and telephone services 3.784 0.928 3.621 1.115 3.923 0.807 4.000 0.000 3.757 0.92551 Library and learning resources 3.673 0.818 4.036 0.331 3.500 0.893 4.000 0.000 3.515 0.93972 Basic skills/developmental/alternative programs 3.543 0.790 3.773 0.528 3.417 0.770 3.500 0.707 3.552 0.98570 Business office services 3.537 0.802 3.862 0.516 3.361 0.798 4.000 0.000 3.459 0.96080 Continuing education and community programs and services 3.453 0.931 3.955 0.486 3.143 1.004 4.000 1.414 3.412 0.95771 Bookstore services 3.431 0.946 3.759 0.636 3.026 0.986 3.000 0.000 3.543 1.01073 Affirmative action 3.418 1.049 3.818 0.603 3.091 1.109 -- -- 3.524 1.12379 Relationships with the private sector and business community 3.400 0.966 3.737 0.653 2.967 1.066 4.000 0.000 3.545 0.93856 Cafeteria and food services 3.340 0.912 3.630 0.629 3.069 0.842 4.000 0.000 3.361 1.04668 Communicating with legislators and other politicians 3.333 1.064 3.750 1.215 3.000 1.202 3.500 0.707 3.300 0.73369 Payroll services 3.318 1.057 3.483 0.871 3.263 1.309 4.000 0.000 3.216 0.94775 Media, audio visual, technology services 3.310 0.918 3.520 0.653 3.135 1.058 4.500 0.707 3.303 0.88362 Financial aid assistance and services 3.250 0.921 3.500 0.812 2.969 0.967 4.000 0.000 3.310 0.93067 Computer information systems and services 3.234 1.000 3.448 0.910 3.026 1.088 3.500 0.707 3.351 0.85774 Curriculum planning, design, and coordination 3.119 0.949 3.632 0.597 2.917 1.105 3.500 0.707 2.920 0.81261 Relations with other educational institutions 3.107 0.909 3.188 0.981 2.964 0.999 3.000 1.414 3.214 0.78755 Maintenance and custodial services 3.064 1.021 3.000 0.802 2.946 1.246 4.000 0.000 3.270 0.90257 Student admissions and registration services 3.040 0.999 3.269 0.827 2.694 1.037 3.000 0.000 3.242 1.00158 Marketing, advertising, and public relations 3.010 1.030 3.500 0.949 2.706 1.031 4.000 0.000 2.972 0.97163 Research and planning services 2.976 1.024 3.450 0.826 2.467 1.074 4.000 0.000 3.100 0.92377 Student activities 2.884 1.011 3.381 0.865 2.594 0.798 2.500 0.707 2.793 1.17766 Parking for faculty and staff 2.845 1.389 3.172 1.416 2.513 1.393 1.500 0.707 3.111 1.32664 Counseling and student advisement services 2.760 0.992 3.038 0.774 2.444 0.998 2.000 0.000 2.966 1.11760 Career information and planning services 2.622 1.062 2.619 0.921 2.806 1.223 2.000 0.000 2.360 0.99565 Budget planning and coordination 2.600 1.056 3.208 0.884 2.364 1.141 3.500 0.707 2.344 0.97153 Recruitment and orientation of new employees 2.530 1.010 2.846 1.047 2.400 1.063 3.000 1.414 2.353 0.88452 Personnel/human resource services 2.495 1.102 3.036 0.962 2.316 1.165 3.000 1.414 2.143 0.97459 Communication with other departments 2.444 0.980 2.379 0.942 2.486 0.961 2.000 0.000 2.417 1.07978 Health and nursing services 2.183 1.432 3.500 1.249 1.450 0.826 4.000 0.000 1.550 1.14654 Security/police services 1.910 1.041 1.815 0.962 1.929 1.016 2.000 0.000 1.862 1.125


Questions

1 This institution listens to its students2 This institution involves its employees in planning for the future3 This institution regularly conducts surveys to evaluate the quality of its programs and services4 It is easy to get information at this institution5 Students have a way to provide feedback on their level of satisfaction with school programs and services6 Team efforts are effective in this organization7 Each department or work unit has written, up-to-date service expectations8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned9 Employees receive special training in improving customer service

10 This institution has "user-friendly" computer systems to assist employees and students11 This institution promotes excellent employee-student relationships12 Established standards and procedures define job expectations for employees13 Job responsibilities are communicated clearly to employees14 This institution analyzes complaints to determine appropriate remedial actions15 Student input is systematically monitored and measured as a basis for improvement16 Student survey results are published and posted regularly17 This institution uses state and national data to compare its performance with that of other institutions18 This institution continually evaluates and upgrades its processes for collecting data19 Employees are empowered to resolve problems quickly20 Administrators treat students as their top priority21 Administrators cultivate positive relationships with students22 Efforts to improve quality are paying off in this institution23 Guarantees of satisfaction are offered to students to ensure quality service24 Students believe faculty care about what they think25 Administrators are committed to providing quality service26 Employees are rewarded for outstanding job performance27 There are effective lines of communication between departments28 Employees are encouraged to provide suggestions on ways to improve the work flow29 Faculty and staff take pride in their work30 Administrators set examples of quality services in their day-to-day performance31 Administrators recognize faculty and staff when they do a good job32 Administrators pay attention to what I have to say33 My supervisor helps me improve my job performance34 This institution uses teams to solve problems35 Administrators have confidence and trust in me

Page 1

Questions

36 Administrators share information regularly with faculty and staff37 There is a spirit of teamwork and cooperation in this organization38 I know what is expected of me39 Our services to students are "user-friendly"40 My department meets as a team to plan and coordinate work41 This institution analyzes all relevant data before making decisions42 Quality improvement tools and methods are used regularly to solve problems43 This institution believes in continuous quality improvement44 Employees are involved in the development and improvement of performance measures45 Written procedures clearly define who is responsible for each operation and service46 Quality improvement teams have been established in this organization47 This institution plans carefully48 Employee suggestions are used to improve our institution49 The mission, purpose and values of this institution are familiar to employees50 Prof. development training programs are available to assist employees in improving their job performance82 Do you feel team advisors take an advisory role for the teams as outlined in the Team Membership Handbook83 Do you believe that the workload at your College is distributed fairly84 Are administrators at the College willing to share the load in team activities85 Are you comfortable taking a public position on institutional issues when you differ from administration86 Does the College create an atmosphere of collegiality that invites a variety of opinions in open discussions87 Do you feel secure in your job88 Do you feel you have adequate input in the decision making process89 Do you believe that the College has a participative planning and evaluation process90 Do you feel comfortable exercising the policy on academic freedom91 Do you believe the College demonstrates a good work ethic51 Library and learning resources52 Personnel/human resource services53 Recruitment and orientation of new employees54 Security/police services55 Maintenance and custodial services56 Cafeteria and food services57 Student admissions and registration services58 Marketing, advertising, and public relations59 Communication with other departments60 Career information and planning services61 Relations with other educational institutions62 Financial aid assistance and services

Page 2

Questions

63 Research and planning services64 Counseling and student advisement services65 Budget planning and coordination66 Parking for faculty and staff67 Computer information systems and services68 Communicating with legislators and other politicians69 Payroll services70 Business office services71 Bookstore services72 Basic skills/developmental/alternative programs73 Affirmative action74 Curriculum planning, design, and coordination75 Media, audio visual, technology services76 Switchboard and telephone services77 Student activities78 Health and nursing services79 Relationships with the private sector and business community80 Continuing education and community programs and services

Page 3

Quality Improvement Survey Results

This Is This Is PerformanceItem How It How It Is GapNo. Questions Should Be Now Mean

1 This institution listens to its students 4.490 3.578 0.9122 This institution involves its employees in planning for the future 4.490 3.235 1.2553 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.200 3.680 0.5204 It is easy to get information at this institution 4.544 2.777 1.7675 Students have a way to provide feedback on their level of satisfaction with school programs a 4.441 3.382 1.0596 Team efforts are effective in this organization 4.422 3.039 1.3827 Each department or work unit has written, up-to-date service expectations 4.218 2.921 1.2978 Processes for selecting, orienting, training, empowering and recognizing employees are caref 4.465 2.782 1.6839 Employees receive special training in improving customer service 4.198 3.040 1.158

10 This institution has "user-friendly" computer systems to assist employees and students 4.495 3.218 1.27711 This institution promotes excellent employee-student relationships 4.400 3.500 0.90012 Established standards and procedures define job expectations for employees 4.380 2.990 1.39013 Job responsibilities are communicated clearly to employees 4.424 2.949 1.47514 This institution analyzes complaints to determine appropriate remedial actions 4.343 2.828 1.51515 Student input is systematically monitored and measured as a basis for improvement 4.263 3.394 0.86916 Student survey results are published and posted regularly 4.110 3.290 0.82017 This institution uses state and national data to compare its performance with that of other inst 4.090 3.680 0.41018 This institution continually evaluates and upgrades its processes for collecting data 4.190 3.290 0.90019 Employees are empowered to resolve problems quickly 4.337 2.673 1.66320 Administrators treat students as their top priority 4.267 3.307 0.96021 Administrators cultivate positive relationships with students 4.327 3.347 0.98022 Efforts to improve quality are paying off in this institution 4.337 3.129 1.20823 Guarantees of satisfaction are offered to students to ensure quality service 3.550 2.800 0.75024 Students believe faculty care about what they think 4.253 3.384 0.86925 Administrators are committed to providing quality service 4.436 3.475 0.960

National Quality Academy 1 Quality Improvement Survey

Quality Improvement Survey Results

This Is This Is PerformanceItem How It How It Is GapNo. Questions Should Be Now Mean

26 Employees are rewarded for outstanding job performance 4.416 2.733 1.68327 There are effective lines of communication between departments 4.356 2.406 1.95028 Employees are encouraged to provide suggestions on ways to improve the work flow 4.340 2.950 1.39029 Faculty and staff take pride in their work 4.614 3.901 0.71330 Administrators set examples of quality services in their day-to-day performance 4.505 3.356 1.14931 Administrators recognize faculty and staff when they do a good job 4.500 3.110 1.39032 Administrators pay attention to what I have to say 4.370 2.970 1.40033 My supervisor helps me improve my job performance 4.337 3.693 0.64434 This institution uses teams to solve problems 4.129 3.624 0.50535 Administrators have confidence and trust in me 4.410 3.410 1.00036 Administrators share information regularly with faculty and staff 4.465 3.188 1.27737 There is a spirit of teamwork and cooperation in this organization 4.545 2.812 1.73338 I know what is expected of me 4.446 3.673 0.77239 Our services to students are "user-friendly" 4.436 3.248 1.18840 My department meets as a team to plan and coordinate work 4.420 3.650 0.77041 This institution analyzes all relevant data before making decisions 4.400 2.780 1.62042 Quality improvement tools and methods are used regularly to solve problems 4.188 3.337 0.85143 This institution believes in continuous quality improvement 4.465 3.851 0.61444 Employees are involved in the development and improvement of performance measures 4.376 3.366 1.01045 Written procedures clearly define who is responsible for each operation and service 4.376 2.772 1.60446 Quality improvement teams have been established in this organization 4.327 4.178 0.14947 This institution plans carefully 4.446 2.970 1.47548 Employee suggestions are used to improve our institution 4.307 3.030 1.27749 The mission, purpose and values of this institution are familiar to employees 4.396 3.802 0.59450 Prof. development training programs are available to assist employees in improving their job p 4.440 3.360 1.080

National Quality Academy 2 Quality Improvement Survey

CampusCampus Quality SurveyState Fair Community College - 2007 Spring Survey

Summary of Responses to Survey Items 81, 93, 94, and 95

Support / Faculty/ Administrative /Classified Instructor Department Chair Professional Staff

n % n % n % n %81. Rate overall satisfaction with employment

Not satisfied at all 0 0.00% 2 5.26% 0 0.00% 1 2.78%Somewhat dissatisfied 2 6.90% 14 36.84% 0 0.00% 6 16.67%

Neutral 2 6.90% 4 10.53% 0 0.00% 4 11.11%Satisfied 17 58.62% 11 28.95% 1 100.00% 19 52.78%

Very Satisfied 8 27.59% 7 18.42% 0 0.00% 6 16.67%Total 29 100.00% 38 100.00% 1 100.00% 36 100.00%

93. Employment statusFull-Time Regular 28 96.55% 40 100.00% 2 100.00% 36 97.30%Part-Time Regular 1 3.45% 0 0.00% 0 0.00% 0 0.00%

Full-Time Temporary 0 0.00% 0 0.00% 0 0.00% 1 2.70%Part-Time Temporary 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Total 29 100.00% 40 100.00% 2 100.00% 37 100.00%

94. Overall impression of qualityExcellent 4 13.79% 4 10.00% 0 0.00% 0 0.00%

Good 17 58.62% 20 50.00% 2 100.00% 24 64.86%Average 8 27.59% 7 17.50% 0 0.00% 9 24.32%

Below Average 0 0.00% 9 22.50% 0 0.00% 4 10.81%Inadequate 0 0.00% 0 0.00% 0 0.00% 0 0.00%

Total 29 100.00% 40 100.00% 2 100.00% 37 100.00%

95. Attended class or workshop on qualityYes 23 79.31% 34 87.18% 2 100.00% 32 88.89%No 6 20.69% 5 12.82% 0 0.00% 4 11.11%

Total 29 100.00% 39 100.00% 2 100.00% 36 100.00%

Total Number of Survey Respondents: 112



National Norms Two-Year CollegesTen Smallest Performance Gaps on Individual Survey Items

4.58

4.65

4.51

4.45

4.19

4.30

4.25

4.52

4.00

4.54

3.96

3.99

3.78

3.67

3.40

3.50

3.42

3.67

3.13

3.66

0.62

0.66

0.73

0.78

0.79

0.79

0.83

0.85

0.87

0.87

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00

I know what is expected of me




This institution uses state and national data to compareits performance with that of other institutions

This institution regularly conducts surveys to evaluate thequality of its programs and services

Quality improvement teams have been established in thisorganization

My department meets as a team to plan and coordinatework

Guarantees of satisfaction are offered to students toensure quality service

Administrators have confidence and trust in me

Mean Value


3-1Copyright 1996, USA Group Noel-Levitz, Inc.Performance Horizons Consulting Group


National Norms Two-Year Career SchoolsTen Smallest Performance Gaps on Individual Survey Items

4.66

4.71

4.53

4.63

4.57

4.57

4.59

4.59

4.41

4.59

4.12

4.12

3.87

3.96

3.90

3.88

3.84

3.83

3.63

3.81

0.55

0.59

0.66

0.67

0.67

0.69

0.75

0.76

0.78

0.78

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00



Students have a way to provide feedback on their level ofsatisfaction with school programs and services



This institution listens to its students


My supervisor helps me improve my job performance


This institution promotes excellent employee-studentrelationships

Mean Value




National Norms Two-Year CollegesTen Largest Performance Gaps on Individual Survey Items

4.51

4.52

4.48

4.43

4.55

4.43

4.36

4.56

4.42

4.46

2.66

2.72

2.90

2.95

3.08

2.98

2.95

3.17

3.04

3.09

1.85

1.80

1.58

1.48

1.46

1.45

1.42

1.39

1.38

1.37

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00



Processes for selecting, orienting, training,empowering and recognizing employees are carefully

planned

This institution analyzes all relevant data beforemaking decisions

Administrators recognize faculty and staff when theydo a good job

Employees are empowered to resolve problemsquickly

Employees receive special training in improvingcustomer service


Written procedures clearly define who is responsiblefor each operation and service

Employee suggestions are used to improve ourinstitution

Mean Value




National Norms Two-Year Career SchoolsTen Largest Performance Gaps on Individual Survey Items

4.56

4.53

4.63

4.41

4.48

4.46

4.55

4.42

4.52

4.18

2.92

3.02

3.16

2.96

3.19

3.19

3.28

3.20

3.30

2.97

1.64

1.51

1.48

1.44

1.29

1.27

1.27

1.22

1.22

1.20

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00


Processes for selecting, orienting, training, empoweringand recognizing employees are carefully planned



Written procedures clearly define who is responsible foreach operation and service

This institution analyzes all relevant data before makingdecisions

This institution has "user-friendly" computer systems toassist employees and students

Each department or work unit has written, up-to-dateservice expectations

This institution plans carefully

Student survey results are published and postedregularly

Mean Value




National Norms Four-Year InstitutionsTen Smallest Performance Gaps on Individual Survey Items

4.55

4.23

4.45

4.62

4.42

4.44

4.24

4.47

4.51

4.49

3.90

3.50

3.70

3.80

3.60

3.62

3.39

3.62

3.66

3.61

0.64

0.73

0.76

0.82

0.82

0.83

0.85

0.85

0.85

0.88

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00


This institution uses state and national data to compareits performance with that of other institutions



Students have a way to provide feedback on their level ofsatisfaction with school programs and services

This institution listens to its students




My department meets as a team to plan and coordinatework

Mean Value




National Norms Four-Year InstitutionsTen Largest Performance Gaps on Individual Survey Items

4.54

4.48

4.54

4.43

4.39

4.32

4.39

4.39

4.52

4.41

2.65

2.64

3.02

2.92

2.97

2.90

2.98

3.01

3.15

3.04

1.89

1.84

1.52

1.51

1.43

1.42

1.41

1.38

1.37

1.37

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00



Administrators recognize faculty and staff when they do agood job

Processes for selecting, orienting, training, empoweringand recognizing employees are carefully planned

Employees are empowered to resolve problems quickly


This institution analyzes all relevant data before makingdecisions

Written procedures clearly define who is responsible foreach operation and service


This institution analyzes complaints to determineappropriate remedial actions

Mean Value




Comparison with National Norms in Eight Main Survey CategoriesAll Staff Perceptions of How it Should Be


Private Two-Year Four-YearTwo-Year Colleges Career Schools Institutions All Institutions Your Institution

Scales Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev.

Top Management Leadership and Support 4.506 0.643 4.588 0.612 4.477 0.659 4.524 0.057 4.405 0.591Employee Training and Recognition 4.486 0.653 4.552 0.633 4.452 0.674 4.497 0.051 4.364 0.641Employee Empowerment and Teamwork 4.464 0.671 4.540 0.649 4.430 0.688 4.478 0.056 4.369 0.606Customer Focus 4.396 0.713 4.459 0.702 4.352 0.735 4.402 0.054 4.266 0.733Quality and Productivity Improvement Results 4.366 0.720 4.438 0.708 4.343 0.725 4.382 0.050 4.291 0.699Strategic Quality Planning 4.408 0.674 4.457 0.667 4.372 0.689 4.412 0.043 4.318 0.659Measurement and Analysis 4.407 0.686 4.446 0.687 4.392 0.682 4.415 0.028 4.340 0.628Quality Assurance 4.367 0.707 4.419 0.710 4.341 0.715 4.376 0.040 4.258 0.674



Comparison with National Norms in Eight Main Survey CategoriesAll Staff Perceptions of How it Is Now


Private Two-Year Four-YearTwo-Year Colleges Career Schools Institutions All Institutions Your Institution

Scales Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev.

Top Management Leadership and Support 3.282 1.170 3.594 1.199 3.252 1.147 3.376 0.189 3.173 1.141Employee Training and Recognition 3.139 1.163 3.344 1.209 3.070 1.132 3.184 0.142 3.012 1.098Employee Empowerment and Teamwork 3.295 1.170 3.491 1.212 3.248 1.147 3.345 0.129 3.264 1.163Customer Focus 3.363 1.048 3.551 1.114 3.321 1.025 3.412 0.122 3.304 0.989Quality and Productivity Improvement Results 3.252 1.068 3.390 1.116 3.279 1.054 3.307 0.073 3.133 1.081Strategic Quality Planning 3.184 1.074 3.351 1.125 3.171 1.050 3.236 0.101 3.328 1.041Measurement and Analysis 3.318 1.065 3.467 1.111 3.269 1.051 3.351 0.103 3.149 1.102Quality Assurance 3.269 1.045 3.415 1.103 3.250 1.027 3.311 0.090 3.181 1.052



National Norms Two-Year Colleges in All Standard QuestionsAll Staff Perceptions


How It How It Is PerformanceItem Should Be Now GapNo. Item

29 Faculty and staff take pride in their work 4.652 3.990 0.66125 Administrators are committed to providing quality service 4.575 3.580 0.99538 I know what is expected of me 4.576 3.959 0.61739 Campus services are "user-friendly" 4.562 3.588 0.97437 There is a spirit of teamwork and cooperation on this campus 4.557 3.171 1.386

50 Prof. development training programs are available to assist employees in improving their job performance 4.552 3.666 0.886

31 Administrators recognize employees when they do a good job 4.548 3.085 1.46310 This institution has "user-friendly" computer systems to support personnel 4.547 3.397 1.15030 Administrators set examples of quality performance in their day-to-day activities 4.543 3.296 1.24635 Administrators have confidence and trust in me 4.536 3.662 0.8744 It is easy to get information at this institution 4.540 3.245 1.294

11 This institution promotes excellent employee-to-student relationships 4.533 3.600 0.93326 Employees are rewarded for outstanding job performance 4.522 2.719 1.80313 Job responsibilities are communicated clearly to employees 4.522 3.271 1.2512 This institution involves its employees in planning for the future 4.519 3.258 1.261

40 My department meets as a team to plan and coordinate work 4.518 3.669 0.8491 This institution listens to its students 4.520 3.631 0.889

33 My supervisor helps me improve my job performance 4.514 3.620 0.89427 There are effective lines of communication between departments 4.508 2.658 1.85049 The mission, purpose and values of this institution are understood by employees 4.506 3.780 0.72736 Administrators share information regularly with faculty and staff 4.497 3.250 1.24732 Administrators pay attention to what I have to say 4.492 3.179 1.313






47 This institution plans carefully 4.493 3.200 1.293

8 Processes for selecting, orienting, training, empowering and recognizing personnel are carefully planned 4.482 2.902 1.580

20 Administrators treat students as their top priority 4.480 3.356 1.12528 Employees are encouraged to provide feedback on ways to improve the work flow 4.476 3.167 1.30924 Students believe faculty care about what they think 4.473 3.570 0.904

5 Students have a way to provide feedback on their level of satisfaction with campus programs and services 4.462 3.555 0.907

48 Employee suggestions are used to improve our institution 4.457 3.089 1.3686 Team efforts are effective on this campus 4.453 3.226 1.227

22 Efforts to improve quality are paying off in this institution 4.446 3.420 1.02543 This institution believes in continuous quality improvement 4.448 3.666 0.78214 This institution analyzes complaints to determine appropriate actions 4.441 3.083 1.35812 Established standards and procedures define job expectations for employees 4.443 3.255 1.18841 This institution analyzes all relevant data2 before making decisions 4.430 2.955 1.47619 Employees are empowered to resolve students' problems quickly 4.429 2.980 1.44921 Administrators cultivates positive relationships with students 4.418 3.386 1.03245 Written procedures clearly define who is responsible for each operation and service 4.417 3.035 1.38244 Employees are involved in the development and improvement of performance measures 4.392 3.240 1.1519 Service personnel receive special training in customer service 4.365 2.945 1.419

15 Student input is systematically measured and monitored as a basis for improvement 4.352 3.227 1.1257 Each department has written, up-to-date service expectations 4.324 3.034 1.289

34 This institution uses teams to solve problems 4.302 3.402 0.8993 This institution regularly conducts surveys to evaluate its programs and services 4.297 3.502 0.795






42 Quality process tools and methods are used regularly to solve problems 4.271 3.114 1.15618 This institution continually evaluates and upgrades its processes for collecting data 4.260 3.319 0.94146 Quality improvement teams have been established on this campus 4.251 3.419 0.83317 We use regional data2 to compare our performance with that of other institutions 4.194 3.404 0.79116 Student survey results are published and posted regularly 4.160 2.924 1.23623 Guarantees of satisfaction are offered to students to ensure quality service 3.996 3.128 0.868



National Norms Two-Year Career Schools in All Standard QuestionsAll Staff Perceptions



29 Faculty and staff take pride in their work 4.714 4.121 0.59338 I know what is expected of me 4.665 4.120 0.54525 Administrators are committed to providing quality service 4.649 3.862 0.78731 Administrators recognize employees when they do a good job 4.640 3.500 1.14126 Employees are rewarded for outstanding job performance 4.635 3.157 1.47835 Administrators have confidence and trust in me 4.627 3.961 0.66530 Administrators set examples of quality performance in their day-to-day activities 4.623 3.642 0.98037 There is a spirit of teamwork and cooperation on this campus 4.621 3.441 1.18011 This institution promotes excellent employee-to-student relationships 4.588 3.807 0.78133 My supervisor helps me improve my job performance 4.592 3.827 0.76532 Administrators pay attention to what I have to say 4.588 3.597 0.99143 This institution believes in continuous quality improvement 4.587 3.841 0.746


20 Administrators treat students as their top priority 4.581 3.760 0.82113 Job responsibilities are communicated clearly to employees 4.574 3.441 1.1331 This institution listens to its students 4.572 3.878 0.694

36 Administrators share information regularly with faculty and staff 4.571 3.601 0.97049 The mission, purpose and values of this institution are understood by employees 4.573 3.898 0.6756 Team efforts are effective on this campus 4.566 3.499 1.067

27 There are effective lines of communication between departments 4.561 2.921 1.64039 Campus services are "user-friendly" 4.554 3.713 0.84140 My department meets as a team to plan and coordinate work 4.556 3.700 0.856






28 Employees are encouraged to provide feedback on ways to improve the work flow 4.556 3.492 1.06410 This institution has "user-friendly" computer systems to support personnel 4.549 3.281 1.2684 It is easy to get information at this institution 4.543 3.472 1.071

24 Students believe faculty care about what they think 4.543 3.646 0.89621 Administrators cultivates positive relationships with students 4.544 3.732 0.81222 Efforts to improve quality are paying off in this institution 4.526 3.640 0.886



12 Established standards and procedures define job expectations for employees 4.519 3.440 1.0792 This institution involves its employees in planning for the future 4.519 3.384 1.135

47 This institution plans carefully 4.516 3.295 1.22114 This institution analyzes complaints to determine appropriate actions 4.512 3.366 1.14648 Employee suggestions are used to improve our institution 4.506 3.331 1.17519 Employees are empowered to resolve students' problems quickly 4.503 3.332 1.17145 Written procedures clearly define who is responsible for each operation and service 4.480 3.190 1.29041 This institution analyzes all relevant datac before making decisions 4.460 3.189 1.27144 Employees are involved in the development and improvement of performance measures 4.457 3.300 1.15615 Student input is systematically measured and monitored as a basis for improvement 4.429 3.474 0.9557 Each department has written, up-to-date service expectations 4.423 3.198 1.224

34 This institution uses teams to solve problems 4.410 3.420 0.9903 This institution regularly conducts surveys to evaluate its programs and services 4.410 3.634 0.7769 Service personnel receive special training in customer service 4.407 2.962 1.445






42 Quality process tools and methods are used regularly to solve problems 4.348 3.209 1.13946 Quality improvement teams have been established on this campus 4.317 3.127 1.19018 This institution continually evaluates and upgrades its processes for collecting datac 4.268 3.273 0.99517 We use regional datac to compare our performance with that of other institutions 4.189 3.353 0.83616 Student survey results are published and posted regularly 4.178 2.975 1.20423 Guarantees of satisfaction are offered to students to ensure quality service 4.049 3.238 0.811



National Norms Four-Year Institutions in All Standard QuestionsAll Staff Perceptions



29 Faculty and staff take pride in their work 4.620 3.802 0.81838 I know what is expected of me 4.548 3.904 0.64431 Administrators recognize employees when they do a good job 4.538 3.018 1.52126 Employees are rewarded for outstanding job performance 4.537 2.650 1.88725 Administrators are committed to providing quality service 4.537 3.571 0.96610 This institution has "user-friendly" computer systems to support personnel 4.539 3.540 0.99837 There is a spirit of teamwork and cooperation on this campus 4.517 3.146 1.37130 Administrators set examples of quality performance in their day-to-day activities 4.515 3.286 1.22939 Campus services are "user-friendly" 4.517 3.631 0.887


35 Administrators have confidence and trust in me 4.509 3.655 0.85411 This institution promotes excellent employee-to-student relationships 4.497 3.543 0.95513 Job responsibilities are communicated clearly to employees 4.501 3.215 1.2854 It is easy to get information at this institution 4.484 3.219 1.265

33 My supervisor helps me improve my job performance 4.489 3.551 0.93840 My department meets as a team to plan and coordinate work 4.491 3.610 0.88149 The mission, purpose and values of this institution are understood by employees 4.474 3.621 0.85327 There are effective lines of communication between departments 4.476 2.636 1.84036 Administrators share information regularly with faculty and staff 4.475 3.182 1.29347 This institution plans carefully 4.463 3.138 1.32522 Efforts to improve quality are paying off in this institution 4.456 3.500 0.9562 This institution involves its employees in planning for the future 4.439 3.150 1.289






32 Administrators pay attention to what I have to say 4.450 3.103 1.3481 This institution listens to its students 4.445 3.619 0.826

43 This institution believes in continuous quality improvement 4.454 3.698 0.75628 Employees are encouraged to provide feedback on ways to improve the work flow 4.448 3.157 1.29121 Administrators cultivates positive relationships with students 4.430 3.452 0.978



6 Team efforts are effective on this campus 4.424 3.249 1.17524 Students believe faculty care about what they think 4.410 3.281 1.13020 Administrators treat students as their top priority 4.421 3.341 1.07912 Established standards and procedures define job expectations for employees 4.419 3.240 1.17948 Employee suggestions are used to improve our institution 4.411 3.063 1.34814 This institution analyzes complaints to determine appropriate actions 4.409 3.041 1.36819 Employees are empowered to resolve students' problems quickly 4.394 2.966 1.42841 This institution analyzes all relevant data4 before making decisions 4.394 2.980 1.41445 Written procedures clearly define who is responsible for each operation and service 4.389 3.008 1.38144 Employees are involved in the development and improvement of performance measures 4.367 3.122 1.2457 Each department has written, up-to-date service expectations 4.315 2.975 1.3419 Service personnel receive special training in customer service 4.319 2.900 1.418

15 Student input is systematically measured and monitored as a basis for improvement 4.309 3.255 1.05434 This institution uses teams to solve problems 4.279 3.324 0.95542 Quality process tools and methods are used regularly to solve problems 4.261 3.115 1.146






3 This institution regularly conducts surveys to evaluate its programs and services 4.240 3.391 0.84918 This institution continually evaluates and upgrades its processes for collecting data4 4.236 3.318 0.91817 We use regional data4 to compare our performance with that of other institutions 4.230 3.497 0.73446 Quality improvement teams have been established on this campus 4.193 3.194 0.99916 Student survey results are published and posted regularly 4.099 2.904 1.19523 Guarantees of satisfaction are offered to students to ensure quality service 3.929 2.987 0.942


3/11/2010 Page 1 of 2

Complied Supplemental Question Responses

Campus Quality Survey Spring 2007

AQIP Criterion 5: Leading and Communicating

Please rate our processes for the following five areas by using a “5” for very effective process, “4”

effective process, “3” neither effective nor ineffective process, “2” ineffective process, or “1” very

ineffective process.

GROUP: ADMINISTRATIVE/PROFESSIONAL STAFF

TOTAL RESPONDING: 34

Process 5 4 3 2 1 Average

1. Creating opportunities for faculty and staff to

learn and practice leadership skills. 8 13 8 0 5 3.6

2. Making certain that leaders communicate a

consistent set of values and expectations for

ethics, social responsibility, and service.

2 12 10 7 3 3.1

3. Ensuring that leaders weigh relevant information

and performance results in making decisions. 0 9 14 8 3 2.9

4. Making sure that leaders communicate decisions,

strategies, and performance objectives

throughout the organization.

3 11 9 8 3 3.1

5. Measuring how well our systems for leading and

communicating are working. 1 9 17 1 6 2.9

GROUP: SUPPORT/CLASSIFIED STAFF








2 14 7 2 2 3.6

3. Ensuring that leaders weigh relevant

information and performance results in

making decisions.

0 12 9 3 2 3.2

4. Making sure that leaders communicate

decisions, strategies, and performance

objectives throughout the organization.

0 12 10 3 1 3.3

5. Measuring how well our systems for leading

and communicating are working. 0 11 12 1 2 3.2

3/11/2010 Page 2 of 2

GROUP: FACULTY/INSTRUCTOR








0 10 15 11 5 2.7



making decisions.

0 10 17 7 7 2.7




0 12 14 9 6 2.8



GROUP: UNKNOWN (UNMARKED)

TOTAL RESPONDING: 8







2 4 1 1 0 3.9



making decisions.

0 6 1 0 0 3.4




0 8 0 0 0 4.0



Documents

Survey Items with Ten Smallest Performance Gaps › files › offices-and-services › ... · Quality and Productivity Improvement Results 4.345 0.651 3.308 0.922 1.037 1.021 Strategic