Post on 29-Mar-2015
Laptop Program 2009-2010 Academic
Year
2 Models 14” T41015” T510
Students Purchasing255 freshmen
Successes
• All computer orders fulfilled on time• Responsive inside sales rep• MS Office shipped free • Excellent warranty support
Challenges
• Communication with change of majors• Mac users• Off-shore call center• MS Office 2007 vs. MS Office 2010
Solutions
• Mailing to all accepted students• Information for Mac Users• CDW-G
New Website Initiative• Graduate Students• PLS
Models
• Lenovo• T410• T510• X100e
• MAC• Current models
Bundle Differences/Lenovo
• Windows 7 Professional• No image• Depot warranty• Accessories
Student Survey
• Survey sent to 2228 undergraduate, full-time Business majors
• 237 responses• 10.64% students responded
Typical Response
• Lenovo computer• Frequently uses laptop in class
• 32% more than once a week• 32% for 1-2 courses • 29% for 3-4 courses
• 5% of students did not use their laptop for class use • 73% of students back up their data
• Scans for virus once a week (33%)• 6.% never scan,• Uses many Microsoft Office products frequently
• Excel: 38.66%,• Power Point: 31.51%; • Word: 90.34%; • Access: 2.52%
Typical Response
• Visited the Student Technology Center (STC) 2 or more times this year (2: 23.95%; 3: 20.59%; 4 or more: 23.11%)
• STC hours were convenient (96.22%)
• 25% rated STC turn-around time as GOOD,
Typical Response
Distribution of Participants
246 Students
Freshman Sophomore Junior Senior50
52
54
56
58
60
62
64
66
68 67
56
63
60
Distribution of Majors
Account-ing; 41
Decision and Sys-tem Sci-
ences; 12
Finance; 50
Food Market-ing, 55
Interna-tional
Business; 14
Man-age-
ment; 13
Marketing; 47
Pharma-ceutical
Marketing; 13
Undecided Business; 16 Accounting
Decision and System Sciences
Finance
Food Marketing
International Business
Management
Marketing
Pharmaceutical Marketing
Undecided Business
Manufacturer Distribution
Lenovo; 6
Apple; 16
Dell; 9Sony; 1
HP; 10
Acer ; 1
Asus; 4
Toshiba; 4 Other;
8
Laptops not purchased through Program
LenovoAppleDellSonyHPAcer AsusToshibaOther
Of the 187 laptops purchased through the SJU program, 185 of them were Lenovo computers.
Academic Usage
5%
32%
29%
22%
12%01 to 23 to 45 to 6More than 6
2006-07 Results
0 Courses: 6%1-2 Courses: 39%3-4 Courses: 32%5-6 Courses 13%More than 6: 10%
STC Visits
2006-07 Results
Never: Approx 12%4+ Visits:25%
16%
16%
24%21%
23%
0 times1 time2 times3 times4 or more times
Support Results
Hardware Software Spyware/Virus(es)
SJU Network Accidental Damage
Other Problems0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
76.95%
46.82%
74.48%
90.38%
14.04%19.83%
Comparables to 2008-2009• Students are finding fewer problems with Hard Drive,
Keyboard/Touchpad, and CD Drive
• LCD problems have almost doubled amongst those surveyed
• 2010 has shown much fewer problems in Microsoft Office
• More students are backing up
• Microsoft Access has seen 20% decline in usage
• Excel used more often than in 2008-09
• Increased awareness of STC services
Student Suggestions/Concerns
Suggestions• Self-Fix Guidelines for Viruses• Better Training for STC employees• More consistent WIFI and LAN
networks• Batteries included in warranty program• Windows 7 on image• Further information about virus
protection• Laptop rentals to non-program
students• iTune recovery after laptop repair
Concerns• MySJU email
• Blackboard
• Battery Power
• Overheated Laptop
• Printing problems have diminished since 2008-09
STC SupportDo the hours of operation provided by the STC meet your needs?
Yes No0
50
100
150
200
250229
9
Student Awareness of Companion Support Sites
STC Blog
STC Fac
eboo
k Pag
e
Lapt
op P
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am W
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Lapt
op P
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am F
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ook
Page
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
6.72% 5.04%
28.99%
3.36%
93.28% 94.96%
71.01%
96.64%
Yes
No
• Additional Communication from Laptop Office• Mailing to all admitted students• Improved Facebook presence
• CDW-G partnership for orders and fulfillment
• Adult Learner resources
Plans for Improving Service