Survey Items with Ten Smallest Performance Gaps...Employee Training and Recognition 4.327 0.862...

Campus Quality SurveyState Fair Community College - 2010 Summer Survey

4.258

4.209

4.143

4.237

4.348

4.043

3.593

3.505

3.484

3.573

0.215

0.615

0.637

0.753

0.775

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 in this organization

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

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

Administrators treat students as their top priority

This institution listens to its students

Mean Value

Survey Items with Ten Smallest Performance Gaps

4.258

4.209

4.143

4.237

4.348

4.587

4.280

4.304

4.370

4.424

4.043

3.593

3.505

3.484

3.573

3.783

3.430

3.446

3.500

3.543

0.215

0.615

0.637

0.753

0.775

0.804

0.849

0.859

0.870

0.880

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000




Administrators treat students as their top priority


Faculty and staff take pride in their work

Students believe faculty care about what they think

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

The mission, purpose and values of this institution are familiar to employees

I know what is expected of me

Mean Value

Survey Items with Ten Smallest Performance Gaps

How It Should Be How It Is Now

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


4.489

4.467

4.391

4.527

4.322

2.067

2.141

2.228

2.484

2.389

2.422

2.326

2.163

2.043

1.933

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000

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

There are effective lines of communication between departments

Employees are rewarded for outstanding job performance

There is a spirit of teamwork and cooperation in this organization

Written procedures clearly define who is responsible for each operation and service

Mean Value

Survey Items With Ten Largest Performance Gaps

4.489

4.467

4.391

4.527

4.322

4.370

4.430

4.467

4.435

4.400

2.067

2.141

2.228

2.484

2.389

2.489

2.570

2.630

2.663

2.633

2.422

2.326

2.163

2.043

1.933

1.880

1.860

1.837

1.772

1.767

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000






Administrators pay attention to what I have to say

Employees are empowered to resolve problems quickly

Established standards and procedures define job expectations for employees

It is easy to get information at this institution

This institution involves its employees in planning for the future

Mean Value

Survey Items With Ten Largest Performance Gaps




4.410

4.388

4.379

4.373

2.924

3.003

3.008

2.665

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

Measurement and Analysis

Employee Training and Recognition

Mean Value

All Staff Perceptions of Performance in Eight Main Survey Categories

4.410

4.388

4.379

4.373

4.319

4.312

4.268

4.257

2.924

3.003

3.008

2.665

2.861

3.078

2.982

3.232

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 Improvement Results

Strategic Quality Planning

Quality Assurance

Customer Focus

Mean Value

All Staff Perceptions of Performance in Eight Main Survey Categories

How It Should Be



4.382

4.359

4.336

4.327

3.147

3.258

3.134

2.894

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000





Mean Value

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

4.382

4.359

4.336

4.327

4.308

4.246

4.237

4.214

3.147

3.258

3.134

2.894

3.055

3.243

3.071

3.204

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000






Customer Focus

Quality Assurance


Mean Value

How It Should Be

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



4.313

4.312

4.304

4.282

2.570

2.459

2.374

2.676

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000





Mean Value

Faculty/Instructor Perceptions of Performance in Eight Main Survey Categories

4.313

4.312

4.304

4.282

4.223

4.188

4.158

4.109

2.570

2.459

2.374

2.676

2.788

2.565

2.793

3.127

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

How It Should Be

Faculty/Instructor Perceptions of Performance in Eight Main Survey Categories



0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000




Customer Focus

Mean Value

Department Chair Perceptions of Performance in Eight Main Survey Categories

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000




Customer Focus



Quality Assurance


Mean Value

How It Should Be

Department Chair Perceptions of Performance in Eight Main Survey Categories



4.532

4.518

4.485

4.478

3.271

3.283

3.275

3.300

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000





Mean Value

Administrative/Professional Perceptions of Performance in Eight Main Survey Categories

4.532

4.518

4.485

4.478

4.467

4.458

4.410

4.402

3.271

3.283

3.275

3.300

2.801

3.014

3.363

3.106

0.000 0.500 1.000 1.500 2.000 2.500 3.000 3.500 4.000 4.500 5.000







Customer Focus

Quality Assurance

Mean Value

How It Should Be

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 4.410 0.632 2.924 1.223 1.486 1.395Employee Empowerment and Teamwork 4.388 0.672 3.003 1.239 1.385 1.432Measurement and Analysis 4.379 0.650 3.008 1.150 1.370 1.349Employee Training and Recognition 4.373 0.708 2.665 1.175 1.707 1.394Quality and Productivity Improvement Results 4.319 0.714 2.861 1.123 1.458 1.349Strategic Quality Planning 4.312 0.679 3.078 1.152 1.234 1.358Quality Assurance 4.268 0.713 2.982 1.081 1.287 1.287Customer Focus 4.257 0.734 3.232 1.052 1.025 1.253

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.Top Management Leadership and Support 4.382 0.695 3.147 1.094 1.235 1.203Employee Empowerment and Teamwork 4.359 0.735 3.258 1.050 1.101 1.173Measurement and Analysis 4.336 0.696 3.134 1.013 1.203 1.154Employee Training and Recognition 4.327 0.862 2.894 1.067 1.433 1.249Quality and Productivity Improvement Results 4.308 0.726 3.055 0.952 1.253 1.116Customer Focus 4.246 0.765 3.243 0.845 1.003 1.054Quality Assurance 4.237 0.757 3.071 0.859 1.166 1.047Strategic Quality Planning 4.214 0.792 3.204 1.001 1.010 1.156

(Faculty/Instructor)


Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Employee Empowerment and Teamwork 4.313 0.660 2.570 1.320 1.743 1.614Top Management Leadership and Support 4.312 0.653 2.459 1.270 1.853 1.598Employee Training and Recognition 4.304 0.675 2.374 1.248 1.930 1.514Measurement and Analysis 4.282 0.704 2.676 1.266 1.605 1.601Strategic Quality Planning 4.223 0.679 2.788 1.263 1.436 1.564Quality and Productivity Improvement Results 4.188 0.764 2.565 1.231 1.623 1.603Quality Assurance 4.158 0.727 2.793 1.197 1.365 1.501Customer Focus 4.109 0.759 3.127 1.194 0.982 1.447



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

(Department Chair)1 - Strongly disagree *No respondents in this category2 - Disagree3 - Uncertain4 - Agree5 - Strongly Agree


Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Employee Training and Recognition -- -- -- -- -- --Top Management Leadership and Support -- -- -- -- -- --Employee Empowerment and Teamwork -- -- -- -- -- --Customer Focus -- -- -- -- -- --Quality and Productivity Improvement Results -- -- -- -- -- --Strategic Quality Planning -- -- -- -- -- --Quality Assurance -- -- -- -- -- --Measurement and Analysis -- -- -- -- -- --

(Administrative/Professional)


Scales Mean St. Dev. Mean St. Dev. Mean St. Dev.Top Management Leadership and Support 4.532 0.528 3.271 1.107 1.262 1.202Measurement and Analysis 4.518 0.515 3.283 1.041 1.236 1.156Employee Empowerment and Teamwork 4.485 0.621 3.275 1.167 1.210 1.338Strategic Quality Planning 4.478 0.532 3.300 1.089 1.178 1.243Employee Training and Recognition 4.467 0.583 2.801 1.123 1.667 1.338Quality and Productivity Improvement Results 4.458 0.616 3.014 1.070 1.444 1.201Customer Focus 4.410 0.643 3.363 1.027 1.048 1.159Quality Assurance 4.402 0.636 3.106 1.094 1.296 1.216



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.

10 This institution has "user-friendly" computer systems to assist employees and students 4.589 0.495 3.456 1.143 1.133 1.29129 Faculty and staff take pride in their work 4.587 0.517 3.783 0.924 0.804 0.97537 There is a spirit of teamwork and cooperation in this organization 4.527 0.636 2.484 1.138 2.043 1.259

8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.489 0.797 2.067 1.015 2.422 1.414

35 Administrators have confidence and trust in me 4.484 0.583 3.151 1.224 1.333 1.40933 My supervisor helps me improve my job performance 4.473 0.544 3.473 1.290 1.000 1.32739 Our services to students are "user-friendly" 4.473 0.563 3.473 1.049 1.000 1.21612 Established standards and procedures define job expectations for employees 4.467 0.583 2.630 1.076 1.837 1.32027 There are effective lines of communication between departments 4.467 0.637 2.141 1.044 2.326 1.31030 Administrators set examples of quality services in their day-to-day performance 4.467 0.583 3.033 1.190 1.435 1.38511 This institution promotes excellent employee-student relationships 4.457 0.619 3.511 0.978 0.946 1.113

6 Team efforts are effective in this organization 4.451 0.637 2.736 1.094 1.714 1.25936 Administrators share information regularly with faculty and staff 4.441 0.650 2.796 1.212 1.645 1.404

4 It is easy to get information at this institution 4.435 0.668 2.663 1.151 1.772 1.34314 This institution analyzes complaints to determine appropriate remedial actions 4.430 0.519 2.742 1.072 1.688 1.27719 Employees are empowered to resolve problems quickly 4.430 0.597 2.570 1.097 1.860 1.27338 I know what is expected of me 4.424 0.650 3.543 1.032 0.880 1.08825 Administrators are committed to providing quality service 4.419 0.596 3.301 1.111 1.118 1.29322 Efforts to improve quality are paying off in this institution 4.409 0.612 2.785 1.196 1.624 1.37531 Administrators recognize faculty and staff when they do a good job 4.402 0.647 2.641 1.263 1.761 1.448

2 This institution involves its employees in planning for the future 4.400 0.716 2.633 1.146 1.767 1.49240 My department meets as a team to plan and coordinate work 4.400 0.684 3.356 1.417 1.044 1.40613 Job responsibilities are communicated clearly to employees 4.398 0.592 2.753 1.049 1.645 1.167

50 Prof. development training programs are available to assist employees in improving their job performance 4.398 0.724 3.097 1.225 1.301 1.309

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





26 Employees are rewarded for outstanding job performance 4.391 0.679 2.228 1.110 2.163 1.32828 Employees are encouraged to provide suggestions on ways to improve the work flow 4.391 0.645 2.957 1.138 1.435 1.24347 This institution plans carefully 4.387 0.676 2.763 1.210 1.624 1.43648 Employee suggestions are used to improve our institution 4.385 0.663 2.692 1.226 1.692 1.36441 This institution analyzes all relevant data before making decisions 4.380 0.608 2.707 1.105 1.674 1.26832 Administrators pay attention to what I have to say 4.370 0.675 2.489 1.280 1.880 1.45149 The mission, purpose and values of this institution are familiar to employees 4.370 0.624 3.500 1.054 0.870 1.11243 This institution believes in continuous quality improvement 4.355 0.702 3.430 1.127 0.925 1.345

1 This institution listens to its students 4.348 0.641 3.573 1.021 0.775 1.29544 Employees are involved in the development and improvement of performance measures 4.330 0.578 2.714 1.047 1.615 1.21845 Written procedures clearly define who is responsible for each operation and service 4.322 0.684 2.389 0.896 1.933 1.14942 Quality improvement tools and methods are used regularly to solve problems 4.315 0.678 2.935 1.025 1.380 1.300

5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.304 0.707 3.446 1.031 0.859 1.201

21 Administrators cultivate positive relationships with students 4.280 0.713 3.366 0.998 0.914 1.23124 Students believe faculty care about what they think 4.280 0.665 3.430 0.971 0.849 1.151

7 Each department or work unit has written, up-to-date service expectations 4.270 0.653 2.584 0.951 1.685 1.21246 Quality improvement teams have been established in this organization 4.258 0.736 4.043 0.846 0.215 1.08218 This institution continually evaluates and upgrades its processes for collecting data 4.242 0.705 3.209 1.049 1.033 1.34520 Administrators treat students as their top priority 4.237 0.772 3.484 1.138 0.753 1.472

9 Employees receive special training in improving customer service 4.209 0.850 2.571 0.884 1.637 1.287






17 This institution uses state and national data to compare its performance with that of other institutions 4.209 0.707 3.593 0.954 0.615 1.18134 This institution uses teams to solve problems 4.174 0.807 3.217 1.212 0.957 1.57515 Student input is systematically monitored and measured as a basis for improvement 4.172 0.717 3.194 1.014 0.978 1.233

3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.143 0.739 3.505 1.015 0.637 1.08016 Student survey results are published and posted regularly 4.130 0.815 3.163 1.019 0.967 1.26223 Guarantees of satisfaction are offered to students to ensure quality service 3.699 0.964 2.753 0.905 0.946 1.254



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.

10 This institution has "user-friendly" computer systems to assist employees and students 4.589 0.495 4.654 0.485 3.269 1.218 1.385 1.41629 Faculty and staff take pride in their work 4.587 0.517 4.538 0.582 3.846 0.613 0.692 0.67937 There is a spirit of teamwork and cooperation in this organization 4.527 0.636 4.538 0.859 2.769 1.177 1.769 1.210

8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.489 0.797 4.385 0.983 2.423 0.902 1.962 1.280

35 Administrators have confidence and trust in me 4.484 0.583 4.500 0.583 3.462 0.948 1.038 1.21633 My supervisor helps me improve my job performance 4.473 0.544 4.500 0.510 3.808 1.132 0.692 1.01139 Our services to students are "user-friendly" 4.473 0.563 4.500 0.648 3.115 0.864 1.385 1.06112 Established standards and procedures define job expectations for employees 4.467 0.583 4.520 0.586 2.680 0.988 1.840 1.17927 There are effective lines of communication between departments 4.467 0.637 4.385 0.752 2.231 0.951 2.154 1.19030 Administrators set examples of quality services in their day-to-day performance 4.467 0.583 4.400 0.645 3.320 0.945 1.080 0.99711 This institution promotes excellent employee-student relationships 4.457 0.619 4.400 0.645 3.560 0.712 0.840 0.943

6 Team efforts are effective in this organization 4.451 0.637 4.385 0.752 3.269 0.827 1.115 1.07136 Administrators share information regularly with faculty and staff 4.441 0.650 4.462 0.859 2.769 1.177 1.692 1.289

4 It is easy to get information at this institution 4.435 0.668 4.231 0.951 2.731 1.002 1.500 1.27314 This institution analyzes complaints to determine appropriate remedial actions 4.430 0.519 4.500 0.583 3.038 0.999 1.462 1.24019 Employees are empowered to resolve problems quickly 4.430 0.597 4.346 0.689 3.000 0.980 1.346 1.12938 I know what is expected of me 4.424 0.650 4.385 0.852 3.654 0.892 0.731 0.72425 Administrators are committed to providing quality service 4.419 0.596 4.385 0.571 3.385 0.983 1.000 1.13122 Efforts to improve quality are paying off in this institution 4.409 0.612 4.308 0.618 3.115 0.993 1.192 1.09631 Administrators recognize faculty and staff when they do a good job 4.402 0.647 4.346 0.892 2.846 1.255 1.500 1.421

2 This institution involves its employees in planning for the future 4.400 0.716 4.160 0.987 2.800 1.118 1.360 1.44040 My department meets as a team to plan and coordinate work 4.400 0.684 4.240 0.926 3.400 1.190 0.840 1.02813 Job responsibilities are communicated clearly to employees 4.398 0.592 4.423 0.643 2.731 0.874 1.692 1.123

50 Prof. development training programs are available to assist employees in improving their job performance 4.398 0.724 4.423 0.857 3.462 1.067 0.962 1.038







26 Employees are rewarded for outstanding job performance 4.391 0.679 4.192 0.939 2.500 1.105 1.692 1.32028 Employees are encouraged to provide suggestions on ways to improve the work flow 4.391 0.645 4.192 0.849 3.154 1.047 1.038 1.07647 This institution plans carefully 4.387 0.676 4.308 0.838 3.038 1.248 1.269 1.45848 Employee suggestions are used to improve our institution 4.385 0.663 4.269 0.827 2.962 1.113 1.308 1.15841 This institution analyzes all relevant data before making decisions 4.380 0.608 4.385 0.571 3.154 1.156 1.231 1.24332 Administrators pay attention to what I have to say 4.370 0.675 4.231 0.863 2.615 1.169 1.615 1.35949 The mission, purpose and values of this institution are familiar to employees 4.370 0.624 4.231 0.815 3.385 1.098 0.846 1.04743 This institution believes in continuous quality improvement 4.355 0.702 4.423 0.578 3.885 0.711 0.538 0.905

1 This institution listens to its students 4.348 0.641 4.346 0.629 3.808 0.694 0.538 0.81144 Employees are involved in the development and improvement of performance measures 4.330 0.578 4.346 0.562 3.038 0.916 1.308 1.08745 Written procedures clearly define who is responsible for each operation and service 4.322 0.684 4.320 0.900 2.560 0.821 1.760 1.01242 Quality improvement tools and methods are used regularly to solve problems 4.315 0.678 4.360 0.569 3.160 0.943 1.200 1.080

5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.304 0.707 4.115 0.952 3.115 0.711 1.000 1.095

21 Administrators cultivate positive relationships with students 4.280 0.713 4.462 0.582 3.500 0.812 0.962 0.95824 Students believe faculty care about what they think 4.280 0.665 4.385 0.752 3.192 0.981 1.192 1.234

7 Each department or work unit has written, up-to-date service expectations 4.270 0.653 4.240 0.779 2.760 0.723 1.480 1.04646 Quality improvement teams have been established in this organization 4.258 0.736 4.308 0.549 4.038 0.599 0.269 0.45218 This institution continually evaluates and upgrades its processes for collecting data 4.242 0.705 4.192 0.634 3.346 0.629 0.846 0.83420 Administrators treat students as their top priority 4.237 0.772 4.346 0.629 3.615 0.941 0.731 1.002

9 Employees receive special training in improving customer service 4.209 0.850 4.269 1.002 2.769 0.815 1.500 1.273







17 This institution uses state and national data to compare its performance with that of other institutions 4.209 0.707 4.240 0.523 3.520 0.653 0.720 0.73734 This institution uses teams to solve problems 4.174 0.807 4.154 0.881 3.654 0.892 0.500 1.20815 Student input is systematically monitored and measured as a basis for improvement 4.172 0.717 4.077 0.744 3.346 0.629 0.731 0.874

3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.143 0.739 3.923 0.891 3.538 0.811 0.385 0.69716 Student survey results are published and posted regularly 4.130 0.815 4.038 0.720 2.885 0.711 1.154 0.88123 Guarantees of satisfaction are offered to students to ensure quality service 3.699 0.964 3.808 0.801 2.923 0.628 0.885 0.864



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











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

1 - Strongly disagree *No respondents in this category2 - Disagree

3 - Uncertain

4 - Agree

5 - Strongly Agree

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


10 This institution has "user-friendly" computer systems to assist employees and students 4.589 0.495 -- -- -- -- -- --29 Faculty and staff take pride in their work 4.587 0.517 -- -- -- -- -- --37 There is a spirit of teamwork and cooperation in this organization 4.527 0.636 -- -- -- -- -- --

8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.489 0.797 -- -- -- -- -- --

35 Administrators have confidence and trust in me 4.484 0.583 -- -- -- -- -- --33 My supervisor helps me improve my job performance 4.473 0.544 -- -- -- -- -- --39 Our services to students are "user-friendly" 4.473 0.563 -- -- -- -- -- --12 Established standards and procedures define job expectations for employees 4.467 0.583 -- -- -- -- -- --27 There are effective lines of communication between departments 4.467 0.637 -- -- -- -- -- --30 Administrators set examples of quality services in their day-to-day performance 4.467 0.583 -- -- -- -- -- --11 This institution promotes excellent employee-student relationships 4.457 0.619 -- -- -- -- -- --

6 Team efforts are effective in this organization 4.451 0.637 -- -- -- -- -- --36 Administrators share information regularly with faculty and staff 4.441 0.650 -- -- -- -- -- --

4 It is easy to get information at this institution 4.435 0.668 -- -- -- -- -- --14 This institution analyzes complaints to determine appropriate remedial actions 4.430 0.519 -- -- -- -- -- --19 Employees are empowered to resolve problems quickly 4.430 0.597 -- -- -- -- -- --38 I know what is expected of me 4.424 0.650 -- -- -- -- -- --25 Administrators are committed to providing quality service 4.419 0.596 -- -- -- -- -- --22 Efforts to improve quality are paying off in this institution 4.409 0.612 -- -- -- -- -- --31 Administrators recognize faculty and staff when they do a good job 4.402 0.647 -- -- -- -- -- --

2 This institution involves its employees in planning for the future 4.400 0.716 -- -- -- -- -- --40 My department meets as a team to plan and coordinate work 4.400 0.684 -- -- -- -- -- --13 Job responsibilities are communicated clearly to employees 4.398 0.592 -- -- -- -- -- --

50 Prof. development training programs are available to assist employees in improving their job performance 4.398 0.724 -- -- -- -- -- --





3 - Uncertain

4 - Agree

5 - Strongly Agree



26 Employees are rewarded for outstanding job performance 4.391 0.679 -- -- -- -- -- --28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.391 0.645 -- -- -- -- -- --47 This institution plans carefully 4.387 0.676 -- -- -- -- -- --48 Employee suggestions are used to improve our institution 4.385 0.663 -- -- -- -- -- --41 This institution analyzes all relevant data before making decisions 4.380 0.608 -- -- -- -- -- --32 Administrators pay attention to what I have to say 4.370 0.675 -- -- -- -- -- --49 The mission, purpose and values of this institution are familiar to employees 4.370 0.624 -- -- -- -- -- --43 This institution believes in continuous quality improvement 4.355 0.702 -- -- -- -- -- --

1 This institution listens to its students 4.348 0.641 -- -- -- -- -- --44 Employees are involved in the development and improvement of performance measures 4.330 0.578 -- -- -- -- -- --45 Written procedures clearly define who is responsible for each operation and service 4.322 0.684 -- -- -- -- -- --42 Quality improvement tools and methods are used regularly to solve problems 4.315 0.678 -- -- -- -- -- --

5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.304 0.707 -- -- -- -- -- --

21 Administrators cultivate positive relationships with students 4.280 0.713 -- -- -- -- -- --24 Students believe faculty care about what they think 4.280 0.665 -- -- -- -- -- --

7 Each department or work unit has written, up-to-date service expectations 4.270 0.653 -- -- -- -- -- --46 Quality improvement teams have been established in this organization 4.258 0.736 -- -- -- -- -- --18 This institution continually evaluates and upgrades its processes for collecting data 4.242 0.705 -- -- -- -- -- --20 Administrators treat students as their top priority 4.237 0.772 -- -- -- -- -- --

9 Employees receive special training in improving customer service 4.209 0.850 -- -- -- -- -- --





3 - Uncertain

4 - Agree

5 - Strongly Agree



17 This institution uses state and national data to compare its performance with that of other institutions 4.209 0.707 -- -- -- -- -- --34 This institution uses teams to solve problems 4.174 0.807 -- -- -- -- -- --15 Student input is systematically monitored and measured as a basis for improvement 4.172 0.717 -- -- -- -- -- --

3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.143 0.739 -- -- -- -- -- --16 Student survey results are published and posted regularly 4.130 0.815 -- -- -- -- -- --23 Guarantees of satisfaction are offered to students to ensure quality service 3.699 0.964 -- -- -- -- -- --



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











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 4.410 0.632 2.924 1.223 1.486 1.3956 Team efforts are effective in this organization 4.451 0.637 2.736 1.094 1.714 1.259

13 Job responsibilities are communicated clearly to employees 4.398 0.592 2.753 1.049 1.645 1.16720 Administrators treat students as their top priority 4.237 0.772 3.484 1.138 0.753 1.47225 Administrators are committed to providing quality service 4.419 0.596 3.301 1.111 1.118 1.29326 Employees are rewarded for outstanding job performance 4.391 0.679 2.228 1.110 2.163 1.32830 Administrators set examples of quality services in their day-to-day performance 4.467 0.583 3.033 1.190 1.435 1.38532 Administrators pay attention to what I have to say 4.370 0.675 2.489 1.280 1.880 1.45133 My supervisor helps me improve my job performance 4.473 0.544 3.473 1.290 1.000 1.32735 Administrators have confidence and trust in me 4.484 0.583 3.151 1.224 1.333 1.40936 Administrators share information regularly with faculty and staff 4.441 0.650 2.796 1.212 1.645 1.40441 This institution analyzes all relevant data before making decisions 4.380 0.608 2.707 1.105 1.674 1.268

CUSTOMER FOCUS 4.257 0.734 3.232 1.052 1.025 1.2531 This institution listens to its students 4.348 0.641 3.573 1.021 0.775 1.2953 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.143 0.739 3.505 1.015 0.637 1.0805 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.304 0.707 3.446 1.031 0.859 1.2019 Employees receive special training in improving customer service 4.209 0.850 2.571 0.884 1.637 1.287

11 This institution promotes excellent employee-student relationships 4.457 0.619 3.511 0.978 0.946 1.11314 This institution analyzes complaints to determine appropriate remedial actions 4.430 0.519 2.742 1.072 1.688 1.27715 Student input is systematically monitored and measured as a basis for improvement 4.172 0.717 3.194 1.014 0.978 1.23316 Student survey results are published and posted regularly 4.130 0.815 3.163 1.019 0.967 1.26221 Administrators cultivate positive relationships with students 4.280 0.713 3.366 0.998 0.914 1.23123 Guarantees of satisfaction are offered to students to ensure quality service 3.699 0.964 2.753 0.905 0.946 1.25424 Students believe faculty care about what they think 4.280 0.665 3.430 0.971 0.849 1.15125 Administrators are committed to providing quality service 4.419 0.596 3.301 1.111 1.118 1.29339 Our services to students are "user-friendly" 4.473 0.563 3.473 1.049 1.000 1.216





STRATEGIC QUALITY PLANNING 4.312 0.679 3.078 1.152 1.234 1.3582 This institution involves its employees in planning for the future 4.400 0.716 2.633 1.146 1.767 1.4923 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.143 0.739 3.505 1.015 0.637 1.080

14 This institution analyzes complaints to determine appropriate remedial actions 4.430 0.519 2.742 1.072 1.688 1.27715 Student input is systematically monitored and measured as a basis for improvement 4.172 0.717 3.194 1.014 0.978 1.23317 This institution uses state and national data to compare its performance with that of other institutions 4.209 0.707 3.593 0.954 0.615 1.18147 This institution plans carefully 4.387 0.676 2.763 1.210 1.624 1.43648 Employee suggestions are used to improve our institution 4.385 0.663 2.692 1.226 1.692 1.36449 The mission, purpose and values of this institution are familiar to employees 4.370 0.624 3.500 1.054 0.870 1.112

QUALITY ASSURANCE 4.268 0.713 2.982 1.081 1.287 1.2875 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.304 0.707 3.446 1.031 0.859 1.2017 Each department or work unit has written, up-to-date service expectations 4.270 0.653 2.584 0.951 1.685 1.212

12 Established standards and procedures define job expectations for employees 4.467 0.583 2.630 1.076 1.837 1.32013 Job responsibilities are communicated clearly to employees 4.398 0.592 2.753 1.049 1.645 1.16715 Student input is systematically monitored and measured as a basis for improvement 4.172 0.717 3.194 1.014 0.978 1.23317 This institution uses state and national data to compare its performance with that of other institutions 4.209 0.707 3.593 0.954 0.615 1.18118 This institution continually evaluates and upgrades its processes for collecting data 4.242 0.705 3.209 1.049 1.033 1.34523 Guarantees of satisfaction are offered to students to ensure quality service 3.699 0.964 2.753 0.905 0.946 1.25428 Employees are encouraged to provide suggestions on ways to improve the work flow 4.391 0.645 2.957 1.138 1.435 1.24338 I know what is expected of me 4.424 0.650 3.543 1.032 0.880 1.08844 Employees are involved in the development and improvement of performance measures 4.330 0.578 2.714 1.047 1.615 1.21845 Written procedures clearly define who is responsible for each operation and service 4.322 0.684 2.389 0.896 1.933 1.149





MEASUREMENT AND ANALYSIS 4.379 0.650 3.008 1.150 1.370 1.3494 It is easy to get information at this institution 4.435 0.668 2.663 1.151 1.772 1.343

10 This institution has "user-friendly" computer systems to assist employees and students 4.589 0.495 3.456 1.143 1.133 1.29117 This institution uses state and national data to compare its performance with that of other institutions 4.209 0.707 3.593 0.954 0.615 1.18118 This institution continually evaluates and upgrades its processes for collecting data 4.242 0.705 3.209 1.049 1.033 1.34522 Efforts to improve quality are paying off in this institution 4.409 0.612 2.785 1.196 1.624 1.37528 Employees are encouraged to provide suggestions on ways to improve the work flow 4.391 0.645 2.957 1.138 1.435 1.24336 Administrators share information regularly with faculty and staff 4.441 0.650 2.796 1.212 1.645 1.40441 This institution analyzes all relevant data before making decisions 4.380 0.608 2.707 1.105 1.674 1.26842 Quality improvement tools and methods are used regularly to solve problems 4.315 0.678 2.935 1.025 1.380 1.300

QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS 4.319 0.714 2.861 1.123 1.458 1.3497 Each department or work unit has written, up-to-date service expectations 4.270 0.653 2.584 0.951 1.685 1.212

12 Established standards and procedures define job expectations for employees 4.467 0.583 2.630 1.076 1.837 1.32015 Student input is systematically monitored and measured as a basis for improvement 4.172 0.717 3.194 1.014 0.978 1.23318 This institution continually evaluates and upgrades its processes for collecting data 4.242 0.705 3.209 1.049 1.033 1.34522 Efforts to improve quality are paying off in this institution 4.409 0.612 2.785 1.196 1.624 1.37523 Guarantees of satisfaction are offered to students to ensure quality service 3.699 0.964 2.753 0.905 0.946 1.25427 There are effective lines of communication between departments 4.467 0.637 2.141 1.044 2.326 1.31029 Faculty and staff take pride in their work 4.587 0.517 3.783 0.924 0.804 0.97537 There is a spirit of teamwork and cooperation in this organization 4.527 0.636 2.484 1.138 2.043 1.25942 Quality improvement tools and methods are used regularly to solve problems 4.315 0.678 2.935 1.025 1.380 1.30043 This institution believes in continuous quality improvement 4.355 0.702 3.430 1.127 0.925 1.34545 Written procedures clearly define who is responsible for each operation and service 4.322 0.684 2.389 0.896 1.933 1.149





EMPLOYEE TRAINING AND RECOGNITION 4.373 0.708 2.665 1.175 1.707 1.3948 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.489 0.797 2.067 1.015 2.422 1.4149 Employees receive special training in improving customer service 4.209 0.850 2.571 0.884 1.637 1.287

19 Employees are empowered to resolve problems quickly 4.430 0.597 2.570 1.097 1.860 1.27324 Students believe faculty care about what they think 4.280 0.665 3.430 0.971 0.849 1.15126 Employees are rewarded for outstanding job performance 4.391 0.679 2.228 1.110 2.163 1.32831 Administrators recognize faculty and staff when they do a good job 4.402 0.647 2.641 1.263 1.761 1.44848 Employee suggestions are used to improve our institution 4.385 0.663 2.692 1.226 1.692 1.36450 Prof. development training programs are available to assist employees in improving their job performance 4.398 0.724 3.097 1.225 1.301 1.309

EMPLOYEE EMPOWERMENT AND TEAMWORK 4.388 0.672 3.003 1.239 1.385 1.4326 Team efforts are effective in this organization 4.451 0.637 2.736 1.094 1.714 1.2598 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.489 0.797 2.067 1.015 2.422 1.414

13 Job responsibilities are communicated clearly to employees 4.398 0.592 2.753 1.049 1.645 1.16719 Employees are empowered to resolve problems quickly 4.430 0.597 2.570 1.097 1.860 1.27320 Administrators treat students as their top priority 4.237 0.772 3.484 1.138 0.753 1.47228 Employees are encouraged to provide suggestions on ways to improve the work flow 4.391 0.645 2.957 1.138 1.435 1.24333 My supervisor helps me improve my job performance 4.473 0.544 3.473 1.290 1.000 1.32734 This institution uses teams to solve problems 4.174 0.807 3.217 1.212 0.957 1.57535 Administrators have confidence and trust in me 4.484 0.583 3.151 1.224 1.333 1.40937 There is a spirit of teamwork and cooperation in this organization 4.527 0.636 2.484 1.138 2.043 1.25940 My department meets as a team to plan and coordinate work 4.400 0.684 3.356 1.417 1.044 1.40644 Employees are involved in the development and improvement of performance measures 4.330 0.578 2.714 1.047 1.615 1.21846 Quality improvement teams have been established in this organization 4.258 0.736 4.043 0.846 0.215 1.082


Campus Quality SurveyState Fair Community College - 2010 Summer SurveyEmployee Perceptions of Institutional Programs, Services, and Activities

In Descending Order of Mean Value1 - Poor and inadequate2 - Fair, much improvement needed3 - Good, still needs improvement4 - Very good and is continually improving5 - Excellent *No respondents in this category

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.

51 Library and learning resources 3.760 0.855 3.960 0.351 3.622 1.114 -- -- 3.788 0.78177 Student activities 3.725 0.857 3.652 0.647 3.806 0.951 -- -- 3.742 0.85572 Basic skills/developmental/alternative programs 3.682 0.805 3.600 0.681 3.784 0.854 -- -- 3.593 0.84455 Maintenance and custodial services 3.636 0.984 3.741 0.813 3.658 1.047 -- -- 3.515 1.06466 Parking for faculty and staff 3.606 1.211 3.519 0.975 3.486 1.367 -- -- 3.853 1.18480 Continuing education and community programs and services 3.598 0.902 3.565 0.662 3.571 1.065 -- -- 3.667 0.89068 Communicating with legislators and other politicians 3.593 0.985 3.600 0.507 3.458 1.285 -- -- 3.737 0.87270 Business office services 3.546 0.924 3.731 0.724 3.417 1.131 -- -- 3.529 0.82575 Media, audio visual, technology services 3.527 0.939 3.522 0.846 3.568 1.068 -- -- 3.469 0.87979 Relationships with the private sector and business community 3.524 0.950 3.450 0.686 3.636 1.113 -- -- 3.500 0.90062 Financial aid assistance and services 3.484 0.861 3.417 0.776 3.361 0.931 -- -- 3.700 0.83756 Cafeteria and food services 3.483 0.926 3.792 0.721 3.233 1.104 -- -- 3.469 0.84276 Switchboard and telephone services 3.430 0.902 3.280 0.792 3.568 1.042 -- -- 3.367 0.80958 Marketing, advertising, and public relations 3.411 0.928 3.520 0.872 3.176 0.904 -- -- 3.543 0.98057 Student admissions and registration services 3.396 0.868 3.417 0.717 3.343 0.873 -- -- 3.419 0.99267 Computer information systems and services 3.320 1.085 3.000 0.978 3.486 1.216 -- -- 3.343 0.99864 Counseling and student advisement services 3.281 0.941 3.348 0.714 3.054 1.079 -- -- 3.536 0.88174 Curriculum planning, design, and coordination 3.263 0.870 3.389 0.608 3.222 0.898 -- -- 3.286 1.00773 Affirmative action 3.259 1.136 3.429 0.852 3.381 1.284 -- -- 2.944 1.16261 Relations with other educational institutions 3.250 0.946 3.313 0.704 3.000 1.065 -- -- 3.542 0.88471 Bookstore services 3.245 1.026 3.640 0.700 2.838 1.191 -- -- 3.371 0.91063 Research and planning services 3.177 1.185 3.471 0.800 2.697 1.185 -- -- 3.571 1.23069 Payroll services 2.980 1.137 3.115 1.071 3.132 1.189 -- -- 2.686 1.10560 Career information and planning services 2.831 1.042 3.059 0.827 2.733 1.172 -- -- 2.783 1.04365 Budget planning and coordination 2.725 1.055 3.083 0.881 2.361 1.099 -- -- 2.900 1.02954 Security/police services 2.609 1.195 2.333 1.090 2.714 1.178 -- -- 2.688 1.30678 Health and nursing services 2.579 1.426 3.222 1.114 2.318 1.555 -- -- 2.250 1.43852 Personnel/human resource services 2.384 1.131 2.769 1.032 2.297 1.288 -- -- 2.171 0.98553 Recruitment and orientation of new employees 2.337 0.952 2.680 0.748 2.250 1.156 -- -- 2.182 0.80859 Communication with other departments 2.255 0.977 2.320 0.852 1.842 0.916 -- -- 2.647 0.981


CampusCampus Quality SurveyState Fair Community College - 2010 Summer Survey

Summary of Responses to Survey Items 81, 93, 94, and 95 *No respondents in this category

Support /Classified Department Chair Professional Staff

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

Not satisfied at all 0 0.00% 7 18.92% 0 0.00% 3 9.09%Somewhat dissatisfied 4 14.81% 11 29.73% 0 0.00% 4 12.12%

Neutral 3 11.11% 4 10.81% 0 0.00% 3 9.09%Satisfied 16 59.26% 14 37.84% 0 0.00% 16 48.48%

Very Satisfied 4 14.81% 1 2.70% 0 0.00% 7 21.21%Total 27 100.00% 37 100.00% 0 0.00% 33 100.00%

93. Employment statusFull-Time Regular 26 96.30% 38 100.00% 0 0.00% 35 100.00%Part-Time Regular 1 3.70% 0 0.00% 0 0.00% 0 0.00%

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

Total 27 100.00% 38 100.00% 0 0.00% 35 100.00%

94. Overall impression of qualityExcellent 4 14.81% 2 5.26% 0 0.00% 4 11.76%

Good 13 48.15% 14 36.84% 0 0.00% 19 55.88%Average 10 37.04% 12 31.58% 0 0.00% 7 20.59%

Below Average 0 0.00% 7 18.42% 0 0.00% 4 11.76%Inadequate 0 0.00% 3 7.89% 0 0.00% 0 0.00%

Total 27 100.00% 38 100.00% 0 0.00% 34 100.00%

95. Attended class or workshop on qualityYes 19 73.08% 28 73.68% 0 0.00% 25 73.53%No 7 26.92% 10 26.32% 0 0.00% 9 26.47%

Total 26 100.00% 38 100.00% 0 0.00% 34 100.00%

Total Number of Survey Respondents: 101

InstructorFaculty/ Administrative /


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 4.348 3.573 0.7752 This institution involves its employees in planning for the future 4.400 2.633 1.7673 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.143 3.505 0.6374 It is easy to get information at this institution 4.435 2.663 1.7725 Students have a way to provide feedback on their level of satisfaction with school programs a 4.304 3.446 0.8596 Team efforts are effective in this organization 4.451 2.736 1.7147 Each department or work unit has written, up-to-date service expectations 4.270 2.584 1.6858 Processes for selecting, orienting, training, empowering and recognizing employees are caref 4.489 2.067 2.4229 Employees receive special training in improving customer service 4.209 2.571 1.637

10 This institution has "user-friendly" computer systems to assist employees and students 4.589 3.456 1.13311 This institution promotes excellent employee-student relationships 4.457 3.511 0.94612 Established standards and procedures define job expectations for employees 4.467 2.630 1.83713 Job responsibilities are communicated clearly to employees 4.398 2.753 1.64514 This institution analyzes complaints to determine appropriate remedial actions 4.430 2.742 1.68815 Student input is systematically monitored and measured as a basis for improvement 4.172 3.194 0.97816 Student survey results are published and posted regularly 4.130 3.163 0.96717 This institution uses state and national data to compare its performance with that of other inst 4.209 3.593 0.61518 This institution continually evaluates and upgrades its processes for collecting data 4.242 3.209 1.03319 Employees are empowered to resolve problems quickly 4.430 2.570 1.86020 Administrators treat students as their top priority 4.237 3.484 0.75321 Administrators cultivate positive relationships with students 4.280 3.366 0.91422 Efforts to improve quality are paying off in this institution 4.409 2.785 1.62423 Guarantees of satisfaction are offered to students to ensure quality service 3.699 2.753 0.94624 Students believe faculty care about what they think 4.280 3.430 0.84925 Administrators are committed to providing quality service 4.419 3.301 1.118

National Quality Academy 137 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 4.391 2.228 2.16327 There are effective lines of communication between departments 4.467 2.141 2.32628 Employees are encouraged to provide suggestions on ways to improve the work flow 4.391 2.957 1.43529 Faculty and staff take pride in their work 4.587 3.783 0.80430 Administrators set examples of quality services in their day-to-day performance 4.467 3.033 1.43531 Administrators recognize faculty and staff when they do a good job 4.402 2.641 1.76132 Administrators pay attention to what I have to say 4.370 2.489 1.88033 My supervisor helps me improve my job performance 4.473 3.473 1.00034 This institution uses teams to solve problems 4.174 3.217 0.95735 Administrators have confidence and trust in me 4.484 3.151 1.33336 Administrators share information regularly with faculty and staff 4.441 2.796 1.64537 There is a spirit of teamwork and cooperation in this organization 4.527 2.484 2.04338 I know what is expected of me 4.424 3.543 0.88039 Our services to students are "user-friendly" 4.473 3.473 1.00040 My department meets as a team to plan and coordinate work 4.400 3.356 1.04441 This institution analyzes all relevant data before making decisions 4.380 2.707 1.67442 Quality improvement tools and methods are used regularly to solve problems 4.315 2.935 1.38043 This institution believes in continuous quality improvement 4.355 3.430 0.92544 Employees are involved in the development and improvement of performance measures 4.330 2.714 1.61545 Written procedures clearly define who is responsible for each operation and service 4.322 2.389 1.93346 Quality improvement teams have been established in this organization 4.258 4.043 0.21547 This institution plans carefully 4.387 2.763 1.62448 Employee suggestions are used to improve our institution 4.385 2.692 1.69249 The mission, purpose and values of this institution are familiar to employees 4.370 3.500 0.87050 Prof. development training programs are available to assist employees in improving their job p 4.398 3.097 1.301

National Quality Academy 138 Quality Improvement Survey


4.58

4.65

4.51

4.21

4.46

3.97

4.00

3.81

3.46

3.70

0.61

0.65

0.71

0.75

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00





This institution believes in continuous quality improvement

Mean Value

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

4.58

4.65

4.51

4.21

4.46

4.30

4.27

4.53

3.98

4.52

3.97

4.00

3.81

3.46

3.70

3.54

3.47

3.70

3.13

3.67

0.61

0.65

0.71

0.75

0.76

0.76

0.80

0.84

0.84

0.85

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00








Prof. development training programs are available to assist employees in improving their job performance

Guarantees of satisfaction are offered to students to ensure quality service


Mean Value

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


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


4.51

4.52

4.49

4.44

4.55

2.67

2.72

2.94

2.99

3.11

1.84

1.80

1.54

1.44

1.44

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00




This institution analyzes all relevant data before making decisions

Administrators recognize faculty and staff when they do a good job

Mean Value

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

4.51

4.52

4.49

4.44

4.55

4.44

4.36

4.42

4.46

4.56

2.67

2.72

2.94

2.99

3.11

3.01

2.97

3.05

3.11

3.21

1.84

1.80

1.54

1.44

1.44

1.42

1.39

1.37

1.35

1.35

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00







Employees receive special training in improving customer service


Employee suggestions are used to improve our institution


Mean Value

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




4.67

4.71

4.59

4.53

4.64

4.13

4.13

3.97

3.91

3.99

0.53

0.58

0.62

0.62

0.64

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00





Administrators have confidence and trust in me

Mean Value

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

4.67

4.71

4.59

4.53

4.64

4.57

4.59

4.42

4.65

4.59

4.13

4.13

3.97

3.91

3.99

3.92

3.89

3.71

3.91

3.84

0.53

0.58

0.62

0.62

0.64

0.65

0.70

0.72

0.74

0.75

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00









Administrators are committed to providing quality service

This institution promotes excellent employee-student relationships

Mean Value

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




4.56

4.54

4.42

4.64

4.49

2.95

3.07

3.03

3.26

3.21

1.61

1.46

1.39

1.38

1.28

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00






Mean Value

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

4.56

4.54

4.42

4.64

4.49

4.55

4.47

4.43

4.53

4.33

2.95

3.07

3.03

3.26

3.21

3.32

3.24

3.24

3.36

3.17

1.61

1.46

1.39

1.38

1.28

1.23

1.23

1.20

1.17

1.16

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00






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


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

This institution plans carefully


Mean Value

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




4.55

4.24

4.46

4.45

4.43

3.91

3.52

3.72

3.64

3.62

0.64

0.72

0.74

0.80

0.81

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00






Mean Value

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

4.55

4.24

4.46

4.45

4.43

4.62

4.25

4.48

4.51

4.49

3.91

3.52

3.72

3.64

3.62

3.82

3.43

3.64

3.67

3.62

0.64

0.72

0.74

0.80

0.81

0.81

0.82

0.83

0.84

0.87

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00










My department meets as a team to plan and coordinate work

Mean Value

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




4.54

4.48

4.54

4.44

4.40

4 33

2.66

2.66

3.03

2.94

2.99

1.87

1.82

1.51

1.50

1.40

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00






Mean Value

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

4.54

4.48

4.54

4.44

4.40

4.33

4.40

4.39

4.52

4.41

2.66

2.66

3.03

2.94

2.99

2.93

3.00

3.02

3.17

3.07

1.87

1.82

1.51

1.50

1.40

1.40

1.40

1.37

1.35

1.34

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00










This institution analyzes complaints to determine appropriate remedial actions

Mean Value

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




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 4.508 0.639 4.593 0.607 4.482 0.657 4.528 0.058 4.410 0.632Employee Training and Recognition 4.485 0.660 4.557 0.629 4.456 0.672 4.499 0.052 4.373 0.708Employee Empowerment and Teamwork 4.469 0.667 4.546 0.643 4.435 0.685 4.483 0.057 4.388 0.672Customer Focus 4.393 0.718 4.463 0.701 4.358 0.732 4.404 0.054 4.257 0.734Quality and Productivity Improvement Results 4.370 0.720 4.445 0.705 4.350 0.723 4.388 0.050 4.319 0.714Strategic Quality Planning 4.410 0.676 4.467 0.662 4.378 0.687 4.418 0.045 4.312 0.679Measurement and Analysis 4.415 0.681 4.455 0.681 4.399 0.681 4.423 0.029 4.379 0.650Quality Assurance 4.369 0.711 4.427 0.707 4.348 0.713 4.381 0.041 4.268 0.713



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 3.317 1.170 3.641 1.188 3.274 1.147 3.411 0.201 2.924 1.223Employee Training and Recognition 3.163 1.171 3.400 1.204 3.089 1.135 3.218 0.163 2.665 1.175Employee Empowerment and Teamwork 3.328 1.172 3.533 1.204 3.270 1.147 3.377 0.138 3.003 1.239Customer Focus 3.394 1.043 3.597 1.103 3.348 1.026 3.446 0.132 3.232 1.052Quality and Productivity Improvement Results 3.296 1.073 3.440 1.110 3.301 1.055 3.346 0.081 2.861 1.123Strategic Quality Planning 3.218 1.078 3.395 1.122 3.194 1.055 3.269 0.110 3.078 1.152Measurement and Analysis 3.355 1.069 3.522 1.105 3.295 1.053 3.391 0.118 3.008 1.150Quality Assurance 3.299 1.047 3.455 1.099 3.273 1.029 3.342 0.098 2.982 1.081



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 4.653 4.004 0.64925 Administrators are committed to providing quality service 4.571 3.623 0.94838 I know what is expected of me 4.582 3.974 0.61439 Campus services are "user-friendly" 4.562 3.622 0.94037 There is a spirit of teamwork and cooperation on this campus 4.560 3.214 1.345

50 Prof. development training programs are available to assist employees in improving their job performance 4.531 3.697 0.843

31 Administrators recognize employees when they do a good job 4.550 3.109 1.44110 This institution has "user-friendly" computer systems to support personnel 4.557 3.444 1.11430 Administrators set examples of quality performance in their day-to-day activities 4.545 3.344 1.20235 Administrators have confidence and trust in me 4.543 3.693 0.8504 It is easy to get information at this institution 4.547 3.285 1.262

11 This institution promotes excellent employee-to-student relationships 4.529 3.636 0.89326 Employees are rewarded for outstanding job performance 4.521 2.723 1.79613 Job responsibilities are communicated clearly to employees 4.526 3.301 1.2252 This institution involves its employees in planning for the future 4.520 3.287 1.233

40 My department meets as a team to plan and coordinate work 4.523 3.666 0.8491 This institution listens to its students 4.517 3.668 0.849

33 My supervisor helps me improve my job performance 4.521 3.641 0.88027 There are effective lines of communication between departments 4.511 2.672 1.84049 The mission, purpose and values of this institution are understood by employees 4.507 3.805 0.70736 Administrators share information regularly with faculty and staff 4.501 3.285 1.21732 Administrators pay attention to what I have to say 4.493 3.202 1.291






47 This institution plans carefully 4.496 3.256 1.240

8 Processes for selecting, orienting, training, empowering and recognizing personnel are carefully planned 4.489 2.940 1.544

20 Administrators treat students as their top priority 4.475 3.414 1.06228 Employees are encouraged to provide feedback on ways to improve the work flow 4.479 3.195 1.28424 Students believe faculty care about what they think 4.465 3.565 0.899

5 Students have a way to provide feedback on their level of satisfaction with campus programs and services 4.458 3.582 0.877

48 Employee suggestions are used to improve our institution 4.459 3.107 1.3486 Team efforts are effective on this campus 4.458 3.278 1.180

22 Efforts to improve quality are paying off in this institution 4.449 3.464 0.98443 This institution believes in continuous quality improvement 4.457 3.705 0.75614 This institution analyzes complaints to determine appropriate actions 4.439 3.124 1.31512 Established standards and procedures define job expectations for employees 4.451 3.285 1.16641 This institution analyzes all relevant data2 before making decisions 4.437 2.989 1.44219 Employees are empowered to resolve students' problems quickly 4.437 3.013 1.42221 Administrators cultivates positive relationships with students 4.418 3.430 0.98845 Written procedures clearly define who is responsible for each operation and service 4.420 3.051 1.37144 Employees are involved in the development and improvement of performance measures 4.396 3.263 1.1349 Service personnel receive special training in customer service 4.364 2.971 1.392

15 Student input is systematically measured and monitored as a basis for improvement 4.349 3.261 1.0877 Each department has written, up-to-date service expectations 4.334 3.062 1.272

34 This institution uses teams to solve problems 4.314 3.452 0.8623 This institution regularly conducts surveys to evaluate its programs and services 4.300 3.536 0.762






42 Quality process tools and methods are used regularly to solve problems 4.288 3.174 1.11418 This institution continually evaluates and upgrades its processes for collecting data 4.269 3.368 0.90146 Quality improvement teams have been established on this campus 4.269 3.466 0.79517 We use regional data2 to compare our performance with that of other institutions 4.209 3.463 0.74816 Student survey results are published and posted regularly 4.161 2.968 1.19323 Guarantees of satisfaction are offered to students to ensure quality service 3.976 3.133 0.844



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



29 Faculty and staff take pride in their work 4.714 4.133 0.58038 I know what is expected of me 4.669 4.134 0.53425 Administrators are committed to providing quality service 4.649 3.914 0.73531 Administrators recognize employees when they do a good job 4.647 3.569 1.07826 Employees are rewarded for outstanding job performance 4.641 3.261 1.38035 Administrators have confidence and trust in me 4.637 3.995 0.64230 Administrators set examples of quality performance in their day-to-day activities 4.626 3.695 0.93137 There is a spirit of teamwork and cooperation on this campus 4.625 3.499 1.12611 This institution promotes excellent employee-to-student relationships 4.587 3.839 0.74833 My supervisor helps me improve my job performance 4.606 3.844 0.76232 Administrators pay attention to what I have to say 4.595 3.645 0.95043 This institution believes in continuous quality improvement 4.589 3.888 0.701


20 Administrators treat students as their top priority 4.581 3.811 0.77113 Job responsibilities are communicated clearly to employees 4.579 3.467 1.1121 This institution listens to its students 4.567 3.918 0.649

36 Administrators share information regularly with faculty and staff 4.575 3.649 0.92549 The mission, purpose and values of this institution are understood by employees 4.586 3.967 0.6196 Team efforts are effective on this campus 4.572 3.543 1.028

27 There are effective lines of communication between departments 4.561 2.951 1.61039 Campus services are "user-friendly" 4.558 3.750 0.80740 My department meets as a team to plan and coordinate work 4.563 3.722 0.841






28 Employees are encouraged to provide feedback on ways to improve the work flow 4.559 3.523 1.03610 This institution has "user-friendly" computer systems to support personnel 4.552 3.323 1.2294 It is easy to get information at this institution 4.554 3.529 1.024

24 Students believe faculty care about what they think 4.541 3.673 0.86821 Administrators cultivates positive relationships with students 4.545 3.788 0.75722 Efforts to improve quality are paying off in this institution 4.538 3.700 0.838



12 Established standards and procedures define job expectations for employees 4.526 3.478 1.0482 This institution involves its employees in planning for the future 4.523 3.447 1.076

47 This institution plans carefully 4.526 3.356 1.17014 This institution analyzes complaints to determine appropriate actions 4.513 3.393 1.12048 Employee suggestions are used to improve our institution 4.514 3.370 1.14419 Employees are empowered to resolve students' problems quickly 4.507 3.375 1.13145 Written procedures clearly define who is responsible for each operation and service 4.490 3.213 1.27741 This institution analyzes all relevant datac before making decisions 4.466 3.237 1.22944 Employees are involved in the development and improvement of performance measures 4.461 3.343 1.11715 Student input is systematically measured and monitored as a basis for improvement 4.432 3.517 0.9157 Each department has written, up-to-date service expectations 4.433 3.236 1.196

34 This institution uses teams to solve problems 4.419 3.451 0.9673 This institution regularly conducts surveys to evaluate its programs and services 4.424 3.708 0.7179 Service personnel receive special training in customer service 4.417 3.032 1.386






42 Quality process tools and methods are used regularly to solve problems 4.364 3.258 1.10646 Quality improvement teams have been established on this campus 4.332 3.169 1.16318 This institution continually evaluates and upgrades its processes for collecting datac 4.275 3.315 0.96117 We use regional datac to compare our performance with that of other institutions 4.213 3.421 0.79116 Student survey results are published and posted regularly 4.190 3.030 1.16023 Guarantees of satisfaction are offered to students to ensure quality service 4.060 3.286 0.774



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



29 Faculty and staff take pride in their work 4.624 3.817 0.81338 I know what is expected of me 4.551 3.913 0.63831 Administrators recognize employees when they do a good job 4.541 3.031 1.51026 Employees are rewarded for outstanding job performance 4.538 2.664 1.87425 Administrators are committed to providing quality service 4.542 3.597 0.94410 This institution has "user-friendly" computer systems to support personnel 4.542 3.555 0.98737 There is a spirit of teamwork and cooperation on this campus 4.521 3.171 1.34730 Administrators set examples of quality performance in their day-to-day activities 4.518 3.310 1.20739 Campus services are "user-friendly" 4.519 3.646 0.874


35 Administrators have confidence and trust in me 4.512 3.670 0.84211 This institution promotes excellent employee-to-student relationships 4.500 3.568 0.93313 Job responsibilities are communicated clearly to employees 4.505 3.233 1.2724 It is easy to get information at this institution 4.487 3.233 1.254

33 My supervisor helps me improve my job performance 4.493 3.563 0.93040 My department meets as a team to plan and coordinate work 4.491 3.619 0.87249 The mission, purpose and values of this institution are understood by employees 4.477 3.641 0.82927 There are effective lines of communication between departments 4.481 2.656 1.82536 Administrators share information regularly with faculty and staff 4.479 3.209 1.27047 This institution plans carefully 4.469 3.156 1.31322 Efforts to improve quality are paying off in this institution 4.462 3.518 0.9442 This institution involves its employees in planning for the future 4.442 3.174 1.269






32 Administrators pay attention to what I have to say 4.452 3.122 1.3301 This institution listens to its students 4.450 3.641 0.805

43 This institution believes in continuous quality improvement 4.462 3.721 0.73628 Employees are encouraged to provide feedback on ways to improve the work flow 4.452 3.181 1.27121 Administrators cultivates positive relationships with students 4.433 3.483 0.950



6 Team efforts are effective on this campus 4.431 3.269 1.16224 Students believe faculty care about what they think 4.414 3.298 1.11620 Administrators treat students as their top priority 4.426 3.382 1.04412 Established standards and procedures define job expectations for employees 4.427 3.259 1.16748 Employee suggestions are used to improve our institution 4.416 3.081 1.33514 This institution analyzes complaints to determine appropriate actions 4.413 3.073 1.34019 Employees are empowered to resolve students' problems quickly 4.401 2.992 1.40541 This institution analyzes all relevant data4 before making decisions 4.401 3.002 1.39945 Written procedures clearly define who is responsible for each operation and service 4.391 3.023 1.36944 Employees are involved in the development and improvement of performance measures 4.373 3.149 1.2257 Each department has written, up-to-date service expectations 4.323 2.997 1.3269 Service personnel receive special training in customer service 4.325 2.926 1.399

15 Student input is systematically measured and monitored as a basis for improvement 4.314 3.280 1.03334 This institution uses teams to solve problems 4.288 3.354 0.93442 Quality process tools and methods are used regularly to solve problems 4.270 3.147 1.123






3 This institution regularly conducts surveys to evaluate its programs and services 4.248 3.434 0.81718 This institution continually evaluates and upgrades its processes for collecting data4 4.250 3.342 0.90717 We use regional data4 to compare our performance with that of other institutions 4.243 3.525 0.71846 Quality improvement teams have been established on this campus 4.206 3.230 0.97616 Student survey results are published and posted regularly 4.112 2.933 1.17823 Guarantees of satisfaction are offered to students to ensure quality service 3.941 3.017 0.924


Survey Items with Ten Smallest Performance Gaps...Employee Training and Recognition 4.327 0.862...

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Transcript of Survey Items with Ten Smallest Performance Gaps...Employee Training and Recognition 4.327 0.862...