North Central State College - 2005 Spring Survey
Campus Quality Survey
Survey Items with Ten Smallest Performance Gaps
Mean Value
0.000
0.500
1.000
1.500
2.000
2.500
3.000
3.500
4.000
4.500
5.000
4.558
4.212
I feel that my work makes a difference at the College
0.346
This institution has "user-friendly" computer systems
to assist employees and students
4.481
3.880
0.602
4.646
4.018
Faculty and staff take pride in their work
0.628
4.434
3.681
Students believe faculty care about what they think
0.752
4.533
3.762
I have a favorable impression of the College
0.771
4.540
My department meets as a team to plan and
coordinate work
3.735
0.805
4.524
I have the freedom to express my ideas regarding
things affecting my work and me
3.714
0.810
4.540
3.699
I know what is expected of me
0.841
4.496
3.655
Our services to students are "user-friendly"
0.841
4.425
3.513
My supervisor helps me improve my job performance
0.912
How It Should Be
Performance Horizons Consulting Group
How It Is Now
Performance Gap
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-1
North Central State College - 2005 Spring Survey
Campus Quality Survey
Survey Items With Ten Largest Performance Gaps
Mean Value
0.000
0.500
1.000
1.500
2.000
2.500
3.000
3.500
4.000
4.500
5.000
4.531
There are effective lines of communication between
departments
2.442
2.088
4.451
Employees are rewarded for outstanding job
performance
2.416
2.035
Processes for selecting, orienting, training,
empowering and recognizing employees are carefully
planned
4.449
2.458
1.991
4.462
2.481
Morale is high at the College as a whole
1.981
4.496
2.522
This institution plans carefully
1.973
4.518
This institution analyzes all relevant data before
making decisions
2.580
1.938
4.295
2.390
The harder I work, the more recognition I receive
1.905
4.531
There is a spirit of teamwork and cooperation in this
organization
2.655
1.876
4.358
Each department or work unit has written, up-to-date
service expectations
2.596
1.761
4.472
2.713
Team efforts are effective in this organization
1.759
How It Should Be
Performance Horizons Consulting Group
How It Is Now
Performance Gap
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-2
North Central State College - 2005 Spring Survey
Campus Quality Survey
All Staff Perceptions of Performance in Eight Main Survey Categories
Mean Value
0.000
0.500
1.000
1.500
2.000
2.500
3.000
4.000
4.500
5.000
4.467
Top Management Leadership and Support
3.042
4.442
Employee Empowerment and Teamwork
3.046
4.435
Employee Training and Recognition
2.832
4.426
Measurement and Analysis
3.042
4.407
Quality and Productivity Improvement Results
2.916
4.392
Strategic Quality Planning
2.948
4.372
Quality Assurance
3.028
4.359
Customer Focus
3.202
How It Should Be
Performance Horizons Consulting Group
3.500
How It Is Now
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-3
North Central State College - 2005 Spring Survey
S
t/Cl
Campus Quality Survey
ifi d St ff P
ti
fP f
i Ei ht M i S
C t
i
Mean Value
0.000
0.500
1.000
1.500
2.000
2.500
3.000
4.000
4.500
5.000
4.601
Top Management Leadership and Support
2.905
4.563
Employee Empowerment and Teamwork
2.997
4.535
Measurement and Analysis
3.078
4.522
Quality and Productivity Improvement
Results
2.790
4.521
Employee Training and Recognition
2.730
4.512
Quality Assurance
2.886
4.509
Strategic Quality Planning
2.870
4.499
Customer Focus
2.980
How It Should Be
Performance Horizons Consulting Group
3.500
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
How It Is Now
2-4
North Central State College - 2005 Spring Survey
Campus Quality Survey
Faculty/Instructor Perceptions of Performance in Eight Main Survey Categories
Mean Value
0.000
0.500
1.000
1.500
2.000
2.500
3.000
3.500
4.500
5.000
4.421
Top Management Leadership and Support
3.075
4.411
Employee Training and Recognition
2.810
4.400
Employee Empowerment and Teamwork
3.036
4.391
Strategic Quality Planning
2.953
4.390
Measurement and Analysis
2.973
4.376
Quality and Productivity Improvement Results
2.981
4.354
Quality Assurance
3.112
4.320
Customer Focus
3.303
How It Should Be
Performance Horizons Consulting Group
4.000
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
How It Is Now
2-5
North Central State College - 2005 Spring Survey
D
t
Campus Quality Survey
t Ch i P
ti
fP f
i Ei ht M i S
C t
i
Mean Value
0.000
0.500
1.000
1.500
2.000
2.500
3.000
4.000
4.500
5.000
4.396
Employee Training and Recognition
2.833
4.315
Measurement and Analysis
2.796
4.313
Strategic Quality Planning
2.708
4.308
Employee Empowerment and Teamwork
2.795
4.273
Top Management Leadership and Support
2.727
4.264
Quality and Productivity Improvement
Results
2.708
4.222
Quality Assurance
2.736
4.167
Customer Focus
3.090
How It Should Be
Performance Horizons Consulting Group
3.500
How It Is Now
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-6
North Central State College - 2005 Spring Survey
Campus Quality Survey
Mean Value
0.000
0.500
1.000
1.500
2.000
2.500
3.000
3.500
4.500
5.000
4.468
Top Management Leadership and Support
3.154
4.435
Employee Empowerment and Teamwork
3.130
4.416
Employee Training and Recognition
2.925
4.412
Measurement and Analysis
3.136
4.389
Quality and Productivity Improvement Results
2.953
4.339
Customer Focus
3.255
4.325
Strategic Quality Planning
3.034
4.318
Quality Assurance
3.072
How It Should Be
Performance Horizons Consulting Group
4.000
How It Is Now
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-7
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of All Staff Perceptions in Eight Main Survey Categories
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Scales
Top Management Leadership and Support
Employee Empowerment and Teamwork
Employee Training and Recognition
Measurement and Analysis
Quality and Productivity Improvement Results
Strategic Quality Planning
Quality Assurance
Customer Focus
Performance Horizons Consulting Group
How It
Should Be
Mean
St. Dev.
4.467
0.563
4.442
0.569
4.435
0.564
4.426
0.575
4.407
0.617
4.392
0.574
4.372
0.615
4.359
0.636
How It Is
Now
Mean
St. Dev.
3.042
1.188
3.046
1.210
2.832
1.179
3.042
1.117
2.916
1.101
2.948
1.115
3.028
1.076
3.202
1.048
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
Performance
Gap
Mean
St. Dev.
1.425
1.318
1.395
1.319
1.604
1.336
1.384
1.257
1.491
1.266
1.444
1.314
1.343
1.237
1.157
1.192
2-8
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Staff Perceptions in Eight Main Survey Categories
In Descending Order of How it Should Be
(Support/Classified)
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Scales
Top Management Leadership and Support
Employee Empowerment and Teamwork
Measurement and Analysis
Quality and Productivity Improvement Results
Employee Training and Recognition
Quality Assurance
Strategic Quality Planning
Customer Focus
How It
Should Be
Mean
St. Dev.
4.601
0.524
4.563
0.530
4.535
0.562
4.522
0.607
4.521
0.545
4.512
0.627
4.509
0.594
4.499
0.636
How It Is
Now
Mean
St. Dev.
2.905
1.288
2.997
1.276
3.078
1.181
2.790
1.175
2.730
1.269
2.886
1.149
2.870
1.213
2.980
1.201
Performance
Gap
Mean
St. Dev.
1.696
1.448
1.566
1.422
1.457
1.361
1.731
1.390
1.791
1.465
1.627
1.347
1.639
1.446
1.519
1.393
How It Is
Now
Mean
St. Dev.
3.075
1.151
2.810
1.158
3.036
1.192
2.953
1.075
2.973
1.051
2.981
1.063
3.112
1.019
3.303
1.008
Performance
Gap
Mean
St. Dev.
1.346
1.266
1.601
1.282
1.363
1.286
1.439
1.250
1.418
1.192
1.395
1.217
1.242
1.181
1.017
1.118
(Faculty/Instructor)
Scales
Top Management Leadership and Support
Employee Training and Recognition
Employee Empowerment and Teamwork
Strategic Quality Planning
Measurement and Analysis
Quality and Productivity Improvement Results
Quality Assurance
Customer Focus
Performance Horizons Consulting Group
How It
Should Be
Mean
St. Dev.
4.421
0.578
4.411
0.568
4.400
0.590
4.391
0.558
4.390
0.582
4.376
0.611
4.354
0.594
4.320
0.620
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-9
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Staff Perceptions in Eight Main Survey Categories
In Descending Order of How it Should Be
(Department Chair)
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Scales
Employee Training and Recognition
Measurement and Analysis
Quality and Productivity Improvement Results
Employee Empowerment and Teamwork
Top Management Leadership and Support
Customer Focus
Strategic Quality Planning
Quality Assurance
How It
Should Be
Mean
St. Dev.
4.396
0.765
4.315
0.748
4.313
0.748
4.308
0.761
4.273
0.775
4.264
0.822
4.222
0.809
4.167
0.780
How It Is
Now
Mean
St. Dev.
2.833
1.155
2.796
1.088
2.708
1.237
2.795
1.144
2.727
1.197
2.708
1.106
2.736
1.151
3.090
1.083
Performance
Gap
Mean
St. Dev.
1.563
1.457
1.519
1.450
1.604
1.647
1.513
1.484
1.545
1.501
1.556
1.443
1.486
1.510
1.077
1.317
How It Is
Now
Mean
St. Dev.
3.154
1.146
3.130
1.196
2.925
1.145
3.136
1.157
2.953
1.089
3.255
0.940
3.034
1.068
3.072
1.071
Performance
Gap
Mean
St. Dev.
1.314
1.220
1.304
1.244
1.491
1.273
1.276
1.222
1.436
1.176
1.085
1.033
1.291
1.207
1.246
1.136
(Administrative/Professional)
Scales
Top Management Leadership and Support
Employee Empowerment and Teamwork
Employee Training and Recognition
Measurement and Analysis
Quality and Productivity Improvement Results
Customer Focus
Strategic Quality Planning
Quality Assurance
Performance Horizons Consulting Group
How It
Should Be
Mean
St. Dev.
4.468
0.510
4.435
0.519
4.416
0.530
4.412
0.532
4.389
0.585
4.339
0.617
4.325
0.536
4.318
0.580
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-10
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of All Staff Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
How It
Should Be
Mean St. Dev.
How It Is
Now
Mean St. Dev.
Performance
Gap
Mean St. Dev.
29 Faculty and staff take pride in their work
90 I feel that my work makes a difference at the College
4 It is easy to get information at this institution
4.646
4.558
4.541
0.499
0.518
0.518
4.018
4.212
3.063
0.896
0.821
1.201
0.628
0.346
1.477
0.975
0.747
1.334
38
40
84
13
27
37
4.540
4.540
4.533
4.531
4.531
4.531
0.518
0.518
0.538
0.519
0.536
0.536
3.699
3.735
3.762
2.938
2.442
2.655
0.905
1.247
0.894
1.104
1.093
1.075
0.841
0.805
0.771
1.593
2.088
1.876
0.987
1.245
1.012
1.272
1.313
1.189
50 Prof. development training programs are available to assist employees in improving their job performance
4.527
0.536
3.116
1.221
1.411
1.386
83 I have the freedom to express my ideas regarding things affecting my work and me
85 My job performance is evaluated fairly
4.524
4.524
0.521
0.539
3.714
3.524
1.174
1.153
0.810
1.000
1.177
1.160
41 This institution analyzes all relevant data before making decisions
43 This institution believes in continuous quality improvement
4.518
4.518
0.569
0.520
2.580
3.286
1.028
1.069
1.938
1.232
1.240
1.200
4.514
0.555
3.514
0.968
1.000
1.089
4.496
4.496
4.496
4.496
4.487
4.481
4.473
4.473
4.472
0.569
0.553
0.553
0.537
0.569
0.538
0.536
0.519
0.587
3.381
3.425
3.655
2.522
3.186
3.880
2.857
3.205
2.713
0.900
1.051
0.874
1.127
1.090
0.934
1.237
1.179
1.033
1.115
1.071
0.841
1.973
1.301
0.602
1.616
1.268
1.759
1.084
1.223
0.987
1.346
1.238
1.013
1.384
1.342
1.167
Item
Item
No.
I know what is expected of me
My department meets as a team to plan and coordinate work
I have a favorable impression of the College
Job responsibilities are communicated clearly to employees
There are effective lines of communication between departments
There is a spirit of teamwork and cooperation in this organization
5 Students have a way to provide feedback on their level of satisfaction with school programs and services
11
25
39
47
30
10
31
49
6
This institution promotes excellent employee-student relationships
Administrators are committed to providing quality service
Our services to students are "user-friendly"
This institution plans carefully
Administrators set examples of quality services in their day-to-day performance
This institution has "user-friendly" computer systems to assist employees and students
Administrators recognize faculty and staff when they do a good job
The mission, purpose and values of this institution are familiar to employees
Team efforts are effective in this organization
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-11
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of All Staff Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
19
2
88
12
36
Employees are empowered to resolve problems quickly
This institution involves its employees in planning for the future
Morale is high at the College as a whole
Established standards and procedures define job expectations for employees
Administrators share information regularly with faculty and staff
1 This institution listens to its students
26 Employees are rewarded for outstanding job performance
48 Employee suggestions are used to improve our institution
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
How It
Should Be
Mean St. Dev.
How It Is
Now
Mean St. Dev.
Performance
Gap
Mean St. Dev.
4.469
4.464
4.462
4.460
4.460
0.536
0.553
0.652
0.518
0.535
2.743
2.818
2.481
2.850
3.097
1.259
1.235
1.061
1.151
1.180
1.726
1.645
1.981
1.611
1.363
1.422
1.405
1.277
1.333
1.282
4.459
4.451
4.451
0.552
0.551
0.551
3.378
2.416
2.735
1.036
1.124
1.134
1.081
2.035
1.717
1.215
1.362
1.278
4.449
0.570
2.458
1.075
1.991
1.307
91
21
35
20
24
28
22
33
32
I fell that positive change will come aboout as a result of this survey
Administrators cultivate positive relationships with students
Administrators have confidence and trust in me
Administrators treat students as their top priority
Students believe faculty care about what they think
Employees are encouraged to provide suggestions on ways to improve the work flow
Efforts to improve quality are paying off in this institution
My supervisor helps me improve my job performance
Administrators pay attention to what I have to say
4.447
4.442
4.438
4.434
4.434
4.429
4.425
4.425
4.423
0.682
0.550
0.533
0.653
0.596
0.549
0.638
0.564
0.565
2.699
3.301
3.473
3.097
3.681
3.018
2.894
3.513
3.009
1.203
1.060
1.178
1.224
0.869
1.223
1.064
1.310
1.195
1.748
1.142
0.964
1.336
0.752
1.411
1.531
0.912
1.414
1.377
1.172
1.215
1.431
0.940
1.333
1.268
1.236
1.324
45
14
42
87
82
89
Written procedures clearly define who is responsible for each operation and service
This institution analyzes complaints to determine appropriate remedial actions
Quality improvement tools and methods are used regularly to solve problems
My compensation is fair for the job I am asked to do
In the last 6 months, someone at work has talked to me about my progress
The workload is divided fairly among the people in my department
4.411
4.407
4.393
4.385
4.371
4.369
0.546
0.577
0.606
0.687
0.593
0.524
2.688
3.009
2.696
2.913
2.886
3.417
1.057
1.106
1.012
1.293
1.410
1.209
1.723
1.398
1.696
1.471
1.486
0.951
1.246
1.347
1.199
1.513
1.408
1.232
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-12
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of All Staff Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
How It
Should Be
Mean St. Dev.
How It Is
Now
Mean St. Dev.
Performance
Gap
Mean St. Dev.
44
7
34
18
3
Employees are involved in the development and improvement of performance measures
Each department or work unit has written, up-to-date service expectations
This institution uses teams to solve problems
This institution continually evaluates and upgrades its processes for collecting data
This institution regularly conducts surveys to evaluate the quality of its programs and services
4.366
4.358
4.354
4.345
4.315
0.585
0.586
0.654
0.547
0.539
2.938
2.596
3.097
2.938
3.171
1.165
0.914
1.141
1.020
1.078
1.429
1.761
1.257
1.407
1.144
1.360
1.088
1.245
1.154
1.242
46
86
15
17
9
16
23
Quality improvement teams have been established in this organization
The harder I work, the more recognition I receive
Student input is systematically monitored and measured as a basis for improvement
This institution uses state and national data to compare its performance with that of other institutions
Employees receive special training in improving customer service
Student survey results are published and posted regularly
Guarantees of satisfaction are offered to students to ensure quality service
4.304
4.295
4.283
4.248
4.222
4.115
3.982
0.551
0.720
0.647
0.620
0.601
0.741
0.896
3.179
2.390
2.885
3.239
2.620
2.558
3.035
1.015
1.139
0.980
0.869
0.964
0.963
1.017
1.125
1.905
1.398
1.009
1.602
1.558
0.947
1.075
1.341
1.279
0.995
1.143
1.202
1.224
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-13
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Support/Classified Staff Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Service -How It
Should Be
Mean St. Dev.
Service -How It Is
Now
Mean St. Dev.
Service -Performance
Gap
Mean St. Dev.
29
90
4
38
40
Faculty and staff take pride in their work
I feel that my work makes a difference at the College
It is easy to get information at this institution
I know what is expected of me
My department meets as a team to plan and coordinate work
4.646
4.558
4.541
4.540
4.540
0.499
0.518
0.518
0.518
0.518
4.704
4.692
4.481
4.741
4.704
0.465
0.471
0.509
0.447
0.465
3.852
4.154
3.296
3.741
3.481
1.167
1.008
1.265
0.984
1.451
0.852
0.538
1.185
1.000
1.222
1.231
1.029
1.360
1.074
1.450
84
13
27
37
I have a favorable impression of the College
Job responsibilities are communicated clearly to employees
There are effective lines of communication between departments
There is a spirit of teamwork and cooperation in this organization
4.533
4.531
4.531
4.531
0.538
0.519
0.536
0.536
4.577
4.741
4.630
4.593
0.578
0.447
0.492
0.501
3.692
2.889
2.259
2.889
1.087
1.188
1.059
1.155
0.885
1.852
2.370
1.704
1.243
1.262
1.391
1.325
50 Prof. development training programs are available to assist employees in improving their job performance
4.527
0.536
4.667
0.480
3.111
1.311
1.556
1.450
83
85
41
43
4.524
4.524
4.518
4.518
0.521
0.539
0.569
0.520
4.769
4.654
4.593
4.630
0.430
0.485
0.636
0.492
3.731
3.385
2.593
3.370
1.251
1.134
1.118
1.275
1.038
1.269
2.000
1.259
1.248
1.251
1.387
1.483
4.514
0.555
4.704
0.542
3.222
1.188
1.481
1.341
I have the freedom to express my ideas regarding things affecting my work and me
My job performance is evaluated fairly
This institution analyzes all relevant data before making decisions
This institution believes in continuous quality improvement
5 Students have a way to provide feedback on their level of satisfaction with school programs and services
11
25
39
47
This institution promotes excellent employee-student relationships
Administrators are committed to providing quality service
Our services to students are "user-friendly"
This institution plans carefully
4.496
4.496
4.496
4.496
0.569
0.553
0.553
0.537
4.593
4.593
4.556
4.667
0.501
0.501
0.506
0.480
3.037
3.222
3.778
2.667
1.018
1.311
0.801
1.209
1.556
1.370
0.778
2.000
1.251
1.573
0.974
1.387
30
10
31
49
6
Administrators set examples of quality services in their day-to-day performance
This institution has "user-friendly" computer systems to assist employees and students
Administrators recognize faculty and staff when they do a good job
The mission, purpose and values of this institution are familiar to employees
Team efforts are effective in this organization
4.487
4.481
4.473
4.473
4.472
0.569
0.538
0.536
0.519
0.587
4.556
4.778
4.519
4.667
4.481
0.577
0.424
0.509
0.480
0.580
2.963
3.963
2.704
2.815
2.481
1.192
1.018
1.436
1.360
0.975
1.593
0.815
1.815
1.852
2.000
1.338
1.039
1.665
1.657
1.240
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-14
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Support/Classified Staff Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
19
2
88
12
36
Employees are empowered to resolve problems quickly
This institution involves its employees in planning for the future
Morale is high at the College as a whole
Established standards and procedures define job expectations for employees
Administrators share information regularly with faculty and staff
1 This institution listens to its students
26 Employees are rewarded for outstanding job performance
48 Employee suggestions are used to improve our institution
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
Campus -How It
Should Be
Mean St. Dev.
Service -How It
Should Be
Mean St. Dev.
Service -How It Is
Now
Mean St. Dev.
Service -Performance
Gap
Mean St. Dev.
4.469
4.464
4.462
4.460
4.460
0.536
0.553
0.652
0.518
0.535
4.481
4.481
4.654
4.556
4.667
0.509
0.580
0.562
0.506
0.480
2.370
2.926
2.231
2.556
3.037
1.245
1.238
0.992
1.188
1.400
2.111
1.556
2.423
2.000
1.630
1.423
1.368
1.301
1.359
1.418
4.459
4.451
4.451
0.552
0.551
0.551
4.630
4.556
4.556
0.492
0.506
0.577
3.037
2.296
2.852
1.160
1.295
1.292
1.593
2.259
1.704
1.366
1.559
1.540
4.449
0.570
4.500
0.583
2.577
1.172
1.923
1.440
91 I fell that positive change will come aboout as a result of this survey
4.447
0.682
4.538
0.761
2.500
1.334
2.038
1.637
21 Administrators cultivate positive relationships with students
35 Administrators have confidence and trust in me
4.442
4.438
0.550
0.533
4.630
4.615
0.492
0.496
3.074
3.269
1.357
1.430
1.556
1.346
1.502
1.599
20
24
28
22
33
32
45
14
42
87
82
89
4.434
4.434
4.429
4.425
4.425
4.423
4.411
4.407
4.393
4.385
4.371
4.369
0.653
0.596
0.549
0.638
0.564
0.565
0.546
0.577
0.606
0.687
0.593
0.524
4.630
4.519
4.519
4.481
4.556
4.630
4.667
4.481
4.519
4.654
4.500
4.654
0.492
0.580
0.509
0.580
0.577
0.492
0.480
0.643
0.643
0.485
0.648
0.485
2.815
3.407
3.037
2.889
3.407
3.000
2.481
2.667
2.667
2.692
2.846
3.231
1.210
1.083
1.224
1.251
1.421
1.330
1.252
1.240
1.074
1.463
1.488
1.394
1.815
1.111
1.481
1.593
1.148
1.630
2.185
1.815
1.852
1.962
1.654
1.423
1.360
1.219
1.503
1.526
1.460
1.573
1.388
1.545
1.460
1.732
1.413
1.474
Administrators treat students as their top priority
Students believe faculty care about what they think
Employees are encouraged to provide suggestions on ways to improve the work flow
Efforts to improve quality are paying off in this institution
My supervisor helps me improve my job performance
Administrators pay attention to what I have to say
Written procedures clearly define who is responsible for each operation and service
This institution analyzes complaints to determine appropriate remedial actions
Quality improvement tools and methods are used regularly to solve problems
My compensation is fair for the job I am asked to do
In the last 6 months, someone at work has talked to me about my progress
The workload is divided fairly among the people in my department
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-15
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Support/Classified Staff Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Service -How It
Should Be
Mean St. Dev.
Service -How It Is
Now
Mean St. Dev.
Service -Performance
Gap
Mean St. Dev.
44
7
34
18
3
Employees are involved in the development and improvement of performance measures
Each department or work unit has written, up-to-date service expectations
This institution uses teams to solve problems
This institution continually evaluates and upgrades its processes for collecting data
This institution regularly conducts surveys to evaluate the quality of its programs and services
4.366
4.358
4.354
4.345
4.315
0.585
0.586
0.654
0.547
0.539
4.407
4.481
4.593
4.444
4.519
0.694
0.643
0.501
0.506
0.580
3.000
2.222
3.259
3.037
3.259
1.330
0.698
1.289
0.808
1.318
1.407
2.259
1.333
1.407
1.259
1.623
0.944
1.414
1.047
1.457
46
86
15
17
Quality improvement teams have been established in this organization
The harder I work, the more recognition I receive
Student input is systematically monitored and measured as a basis for improvement
This institution uses state and national data to compare its performance with that of other institutions
4.304
4.295
4.283
4.248
0.551
0.720
0.647
0.620
4.500
4.538
4.370
4.333
0.510
0.706
0.688
0.679
3.500
2.308
2.593
3.185
0.990
1.258
1.010
0.962
1.000
2.231
1.778
1.148
1.058
1.394
1.340
1.199
4.222
4.115
3.982
0.601
0.741
0.896
4.370
4.333
4.185
0.629
0.832
1.001
2.519
2.259
2.667
1.014
1.163
1.177
1.852
2.074
1.519
1.262
1.439
1.528
9 Employees receive special training in improving customer service
16 Student survey results are published and posted regularly
23 Guarantees of satisfaction are offered to students to ensure quality service
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-16
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Faculty/Instructor Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Faculty -How It
Should Be
Mean St. Dev.
Faculty -How It Is
Now
Mean St. Dev.
Faculty -Performance
Gap
Mean St. Dev.
29
90
4
38
40
Faculty and staff take pride in their work
I feel that my work makes a difference at the College
It is easy to get information at this institution
I know what is expected of me
My department meets as a team to plan and coordinate work
4.646
4.558
4.541
4.540
4.540
0.499
0.518
0.518
0.518
0.518
4.689
4.625
4.568
4.511
4.556
0.468
0.490
0.501
0.506
0.503
4.156
4.225
3.091
3.844
3.911
0.796
0.800
1.158
0.767
1.203
0.533
0.400
1.477
0.667
0.644
0.869
0.709
1.355
0.769
1.171
84
13
27
37
I have a favorable impression of the College
Job responsibilities are communicated clearly to employees
There are effective lines of communication between departments
There is a spirit of teamwork and cooperation in this organization
4.533
4.531
4.531
4.531
0.538
0.519
0.536
0.536
4.600
4.489
4.467
4.467
0.496
0.506
0.548
0.548
3.750
3.067
2.400
2.644
0.809
1.074
1.136
1.048
0.850
1.422
2.067
1.822
0.975
1.305
1.304
1.193
50 Prof. development training programs are available to assist employees in improving their job performance
4.527
0.536
4.523
0.505
3.045
1.219
1.477
1.320
83
85
41
43
4.524
4.524
4.518
4.518
0.521
0.539
0.569
0.520
4.425
4.525
4.511
4.511
0.501
0.554
0.549
0.506
3.600
3.825
2.578
3.311
1.150
0.958
0.941
0.973
0.825
0.700
1.933
1.200
1.130
0.939
1.116
1.057
4.514
0.555
4.535
0.505
3.674
0.892
0.860
0.966
I have the freedom to express my ideas regarding things affecting my work and me
My job performance is evaluated fairly
This institution analyzes all relevant data before making decisions
This institution believes in continuous quality improvement
5 Students have a way to provide feedback on their level of satisfaction with school programs and services
11
25
39
47
This institution promotes excellent employee-student relationships
Administrators are committed to providing quality service
Our services to students are "user-friendly"
This institution plans carefully
4.496
4.496
4.496
4.496
0.569
0.553
0.553
0.537
4.444
4.422
4.467
4.489
0.586
0.543
0.588
0.506
3.578
3.489
3.556
2.578
0.839
0.920
0.943
1.076
0.867
0.933
0.911
1.911
1.014
1.031
1.062
1.311
30
10
31
49
6
Administrators set examples of quality services in their day-to-day performance
This institution has "user-friendly" computer systems to assist employees and students
Administrators recognize faculty and staff when they do a good job
The mission, purpose and values of this institution are familiar to employees
Team efforts are effective in this organization
4.487
4.481
4.473
4.473
4.472
0.569
0.538
0.536
0.519
0.587
4.467
4.429
4.444
4.422
4.452
0.588
0.547
0.546
0.499
0.633
3.244
3.810
2.822
3.578
2.571
1.004
0.917
1.173
0.892
0.991
1.222
0.619
1.622
0.844
1.881
1.204
1.035
1.230
0.878
1.173
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-17
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Faculty/Instructor Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
19
2
88
12
36
Employees are empowered to resolve problems quickly
This institution involves its employees in planning for the future
Morale is high at the College as a whole
Established standards and procedures define job expectations for employees
Administrators share information regularly with faculty and staff
1 This institution listens to its students
26 Employees are rewarded for outstanding job performance
48 Employee suggestions are used to improve our institution
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
Campus -How It
Should Be
Mean St. Dev.
Faculty -How It
Should Be
Mean St. Dev.
Faculty -How It Is
Now
Mean St. Dev.
Faculty -Performance
Gap
Mean St. Dev.
4.469
4.464
4.462
4.460
4.460
0.536
0.553
0.652
0.518
0.535
4.489
4.523
4.525
4.467
4.356
0.549
0.549
0.506
0.505
0.529
2.733
2.568
2.475
3.067
2.956
1.268
1.228
1.062
1.116
1.086
1.756
1.955
2.050
1.400
1.400
1.384
1.346
1.280
1.286
1.214
4.459
4.451
4.451
0.552
0.551
0.551
4.432
4.422
4.489
0.545
0.583
0.549
3.659
2.333
2.533
1.010
1.087
1.057
0.773
2.089
1.956
1.159
1.328
1.186
4.449
0.570
4.357
0.577
2.333
0.902
2.024
1.199
91 I fell that positive change will come aboout as a result of this survey
4.447
0.682
4.575
0.549
2.650
1.075
1.925
1.141
21 Administrators cultivate positive relationships with students
35 Administrators have confidence and trust in me
4.442
4.438
0.550
0.533
4.378
4.422
0.490
0.543
3.467
3.400
0.944
1.176
0.911
1.022
0.973
1.138
20
24
28
22
33
32
45
14
42
87
82
89
4.434
4.434
4.429
4.425
4.425
4.423
4.411
4.407
4.393
4.385
4.371
4.369
0.653
0.596
0.549
0.638
0.564
0.565
0.546
0.577
0.606
0.687
0.593
0.524
4.289
4.422
4.409
4.400
4.422
4.378
4.356
4.444
4.289
4.350
4.225
4.359
0.727
0.583
0.542
0.688
0.583
0.576
0.529
0.503
0.626
0.770
0.577
0.486
3.444
3.956
2.818
2.844
3.778
2.933
2.711
3.089
2.600
2.650
3.050
3.564
1.159
0.673
1.187
0.976
1.185
1.195
0.944
0.996
0.939
1.099
1.395
1.142
0.844
0.467
1.591
1.556
0.644
1.444
1.644
1.356
1.689
1.700
1.175
0.795
1.348
0.661
1.282
1.159
0.957
1.271
1.190
1.209
1.104
1.400
1.299
1.196
Administrators treat students as their top priority
Students believe faculty care about what they think
Employees are encouraged to provide suggestions on ways to improve the work flow
Efforts to improve quality are paying off in this institution
My supervisor helps me improve my job performance
Administrators pay attention to what I have to say
Written procedures clearly define who is responsible for each operation and service
This institution analyzes complaints to determine appropriate remedial actions
Quality improvement tools and methods are used regularly to solve problems
My compensation is fair for the job I am asked to do
In the last 6 months, someone at work has talked to me about my progress
The workload is divided fairly among the people in my department
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-18
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Faculty/Instructor Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Faculty -How It
Should Be
Mean St. Dev.
Faculty -How It Is
Now
Mean St. Dev.
Faculty -Performance
Gap
Mean St. Dev.
44
7
34
18
3
Employees are involved in the development and improvement of performance measures
Each department or work unit has written, up-to-date service expectations
This institution uses teams to solve problems
This institution continually evaluates and upgrades its processes for collecting data
This institution regularly conducts surveys to evaluate the quality of its programs and services
4.366
4.358
4.354
4.345
4.315
0.585
0.586
0.654
0.547
0.539
4.400
4.310
4.222
4.333
4.295
0.539
0.563
0.765
0.564
0.509
2.911
2.929
2.800
2.889
2.977
1.083
0.921
1.079
0.982
1.131
1.489
1.381
1.422
1.444
1.318
1.308
1.081
1.196
1.139
1.308
46
86
15
17
Quality improvement teams have been established in this organization
The harder I work, the more recognition I receive
Student input is systematically monitored and measured as a basis for improvement
This institution uses state and national data to compare its performance with that of other institutions
4.304
4.295
4.283
4.248
0.551
0.720
0.647
0.620
4.222
4.325
4.244
4.222
0.560
0.656
0.645
0.636
2.978
2.300
3.067
3.222
1.055
1.114
1.009
0.765
1.244
2.025
1.178
1.000
1.131
1.271
1.319
0.853
4.222
4.115
3.982
0.601
0.741
0.896
4.119
3.978
3.978
0.593
0.753
0.839
2.690
2.556
3.156
0.950
0.918
0.878
1.429
1.422
0.822
1.107
1.118
1.134
9 Employees receive special training in improving customer service
16 Student survey results are published and posted regularly
23 Guarantees of satisfaction are offered to students to ensure quality service
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-19
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Department Chair Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Dept. Chair -How It
Should Be
Mean St. Dev.
Dept. Chair -How It Is
Now
Mean St. Dev.
Dept. Chair -Performance
Gap
Mean St. Dev.
29
90
4
38
40
Faculty and staff take pride in their work
I feel that my work makes a difference at the College
It is easy to get information at this institution
I know what is expected of me
My department meets as a team to plan and coordinate work
4.646
4.558
4.541
4.540
4.540
0.499
0.518
0.518
0.518
0.518
4.500
4.333
4.500
4.333
4.333
0.837
0.816
0.837
0.816
0.816
3.833
4.167
2.833
3.167
3.500
0.753
0.983
1.169
0.983
1.049
0.667
0.167
1.667
1.167
0.833
0.816
0.753
1.506
1.472
1.329
84
13
27
37
I have a favorable impression of the College
Job responsibilities are communicated clearly to employees
There are effective lines of communication between departments
There is a spirit of teamwork and cooperation in this organization
4.533
4.531
4.531
4.531
0.538
0.519
0.536
0.536
4.500
4.333
4.333
4.500
0.837
0.816
0.816
0.837
3.833
2.500
2.333
2.833
0.983
1.225
1.033
0.753
0.667
1.833
2.000
1.667
1.033
1.722
1.414
1.033
50 Prof. development training programs are available to assist employees in improving their job performance
4.527
0.536
4.500
0.837
2.833
1.169
1.667
1.633
83
85
41
43
4.524
4.524
4.518
4.518
0.521
0.539
0.569
0.520
4.500
4.500
4.333
4.167
0.837
0.837
0.816
0.753
3.167
3.667
2.167
3.167
1.835
1.633
0.983
1.169
1.333
0.833
2.167
1.000
2.066
1.329
1.602
1.549
4.514
0.555
4.167
0.753
4.000
0.632
0.167
0.408
I have the freedom to express my ideas regarding things affecting my work and me
My job performance is evaluated fairly
This institution analyzes all relevant data before making decisions
This institution believes in continuous quality improvement
5 Students have a way to provide feedback on their level of satisfaction with school programs and services
11
25
39
47
This institution promotes excellent employee-student relationships
Administrators are committed to providing quality service
Our services to students are "user-friendly"
This institution plans carefully
4.496
4.496
4.496
4.496
0.569
0.553
0.553
0.537
4.167
4.167
4.167
4.333
0.753
0.753
0.753
0.816
3.333
3.000
3.667
2.167
0.516
1.265
0.816
1.329
0.833
1.167
0.500
2.167
0.753
1.602
0.548
1.835
30
10
31
49
6
Administrators set examples of quality services in their day-to-day performance
This institution has "user-friendly" computer systems to assist employees and students
Administrators recognize faculty and staff when they do a good job
The mission, purpose and values of this institution are familiar to employees
Team efforts are effective in this organization
4.487
4.481
4.473
4.473
4.472
0.569
0.538
0.536
0.519
0.587
4.333
4.167
4.500
4.333
4.333
0.816
0.753
0.837
0.816
0.816
2.500
3.667
3.167
2.667
2.667
1.378
1.033
1.169
1.366
1.366
1.833
0.500
1.333
1.667
1.667
1.835
0.837
1.506
1.966
1.506
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-20
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Department Chair Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
19
2
88
12
36
Employees are empowered to resolve problems quickly
This institution involves its employees in planning for the future
Morale is high at the College as a whole
Established standards and procedures define job expectations for employees
Administrators share information regularly with faculty and staff
1 This institution listens to its students
26 Employees are rewarded for outstanding job performance
48 Employee suggestions are used to improve our institution
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
Campus -How It
Should Be
Mean St. Dev.
Dept. Chair -How It
Should Be
Mean St. Dev.
Dept. Chair -How It Is
Now
Mean St. Dev.
Dept. Chair -Performance
Gap
Mean St. Dev.
4.469
4.464
4.462
4.460
4.460
0.536
0.553
0.652
0.518
0.535
4.333
4.167
4.167
4.333
4.500
0.816
0.753
0.753
0.816
0.837
2.333
2.500
2.833
2.333
2.667
1.211
1.378
0.753
1.211
1.033
2.000
1.667
1.333
2.000
1.833
1.789
1.966
1.033
1.673
1.472
4.459
4.451
4.451
0.552
0.551
0.551
4.167
4.500
4.333
0.753
0.837
0.816
3.667
2.667
2.833
0.816
1.211
1.472
0.500
1.833
1.500
0.837
1.472
1.517
4.449
0.570
4.500
0.837
2.333
1.211
2.167
1.602
91 I fell that positive change will come aboout as a result of this survey
4.447
0.682
4.333
0.816
2.667
1.506
1.667
1.633
21 Administrators cultivate positive relationships with students
35 Administrators have confidence and trust in me
4.442
4.438
0.550
0.533
4.167
4.167
0.753
0.753
2.833
3.500
1.169
0.548
1.333
0.667
1.506
0.816
20
24
28
22
33
32
45
14
42
87
82
89
4.434
4.434
4.429
4.425
4.425
4.423
4.411
4.407
4.393
4.385
4.371
4.369
0.653
0.596
0.549
0.638
0.564
0.565
0.546
0.577
0.606
0.687
0.593
0.524
4.167
4.167
4.333
4.167
4.167
4.000
4.333
4.333
4.333
3.833
4.167
3.833
0.983
0.753
0.816
0.753
0.753
0.894
0.816
0.816
0.816
0.753
0.753
0.753
2.333
3.833
2.667
2.833
3.000
3.000
2.167
2.500
2.667
3.333
3.500
3.333
1.211
0.753
1.211
1.169
1.673
1.414
0.983
1.378
1.033
1.633
1.378
1.366
1.833
0.333
1.667
1.333
1.167
1.000
2.167
1.833
1.667
0.500
0.667
0.500
1.722
0.516
1.633
1.506
1.941
1.095
1.602
2.041
1.506
1.761
1.633
1.225
Administrators treat students as their top priority
Students believe faculty care about what they think
Employees are encouraged to provide suggestions on ways to improve the work flow
Efforts to improve quality are paying off in this institution
My supervisor helps me improve my job performance
Administrators pay attention to what I have to say
Written procedures clearly define who is responsible for each operation and service
This institution analyzes complaints to determine appropriate remedial actions
Quality improvement tools and methods are used regularly to solve problems
My compensation is fair for the job I am asked to do
In the last 6 months, someone at work has talked to me about my progress
The workload is divided fairly among the people in my department
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-21
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Department Chair Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Dept. Chair -How It
Should Be
Mean St. Dev.
Dept. Chair -How It Is
Now
Mean St. Dev.
Dept. Chair -Performance
Gap
Mean St. Dev.
44
7
34
18
3
Employees are involved in the development and improvement of performance measures
Each department or work unit has written, up-to-date service expectations
This institution uses teams to solve problems
This institution continually evaluates and upgrades its processes for collecting data
This institution regularly conducts surveys to evaluate the quality of its programs and services
4.366
4.358
4.354
4.345
4.315
0.585
0.586
0.654
0.547
0.539
4.167
4.333
4.333
4.333
4.333
0.753
0.816
0.816
0.816
0.816
2.833
2.167
3.000
2.833
3.167
1.169
0.983
1.265
1.169
0.753
1.333
2.167
1.333
1.500
1.167
1.506
1.602
1.751
1.761
1.329
46
86
15
17
Quality improvement teams have been established in this organization
The harder I work, the more recognition I receive
Student input is systematically monitored and measured as a basis for improvement
This institution uses state and national data to compare its performance with that of other institutions
4.304
4.295
4.283
4.248
0.551
0.720
0.647
0.620
4.333
4.000
4.500
4.167
0.816
0.894
0.837
0.753
2.833
2.833
3.000
2.833
0.983
1.329
1.414
1.169
1.500
1.167
1.500
1.333
1.378
1.602
1.761
1.506
4.222
4.115
3.982
0.601
0.741
0.896
4.333
4.167
3.333
0.816
0.753
1.033
2.667
2.167
2.333
0.816
0.983
1.211
1.667
2.000
1.000
1.366
1.549
1.265
9 Employees receive special training in improving customer service
16 Student survey results are published and posted regularly
23 Guarantees of satisfaction are offered to students to ensure quality service
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-22
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Administrative/Professional Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Admin/Prof. -How It
Should Be
Mean St. Dev.
Admin/Prof. -How It Is
Now
Mean St. Dev.
Admin/Prof. -Performance
Gap
Mean St. Dev.
29
90
4
38
40
Faculty and staff take pride in their work
I feel that my work makes a difference at the College
It is easy to get information at this institution
I know what is expected of me
My department meets as a team to plan and coordinate work
4.646
4.558
4.541
4.540
4.540
0.499
0.518
0.518
0.518
0.518
4.588
4.419
4.576
4.471
4.441
0.500
0.502
0.502
0.507
0.504
4.000
4.258
2.848
3.559
3.735
0.816
0.682
1.228
0.991
1.189
0.588
0.161
1.727
0.912
0.706
0.925
0.454
1.257
1.083
1.142
84
13
27
37
I have a favorable impression of the College
Job responsibilities are communicated clearly to employees
There are effective lines of communication between departments
There is a spirit of teamwork and cooperation in this organization
4.533
4.531
4.531
4.531
0.538
0.519
0.536
0.536
4.438
4.471
4.559
4.588
0.504
0.507
0.504
0.500
3.813
2.882
2.647
2.441
0.859
1.094
1.098
1.106
0.625
1.588
1.912
2.147
0.871
1.184
1.288
1.105
50 Prof. development training programs are available to assist employees in improving their job performance
4.527
0.536
4.441
0.561
3.235
1.208
1.206
1.409
83
85
41
43
4.524
4.524
4.518
4.518
0.521
0.539
0.569
0.520
4.438
4.438
4.515
4.515
0.504
0.504
0.508
0.508
3.938
3.281
2.636
3.182
1.014
1.250
1.113
1.044
0.500
1.156
1.879
1.333
0.950
1.273
1.269
1.109
4.514
0.555
4.406
0.560
3.469
0.879
0.938
0.982
I have the freedom to express my ideas regarding things affecting my work and me
My job performance is evaluated fairly
This institution analyzes all relevant data before making decisions
This institution believes in continuous quality improvement
5 Students have a way to provide feedback on their level of satisfaction with school programs and services
11
25
39
47
This institution promotes excellent employee-student relationships
Administrators are committed to providing quality service
Our services to students are "user-friendly"
This institution plans carefully
4.496
4.496
4.496
4.496
0.569
0.553
0.553
0.537
4.559
4.588
4.559
4.412
0.561
0.557
0.504
0.557
3.382
3.559
3.676
2.382
0.888
0.960
0.878
1.129
1.176
1.029
0.882
2.029
0.999
1.087
0.977
1.337
30
10
31
49
6
Administrators set examples of quality services in their day-to-day performance
This institution has "user-friendly" computer systems to assist employees and students
Administrators recognize faculty and staff when they do a good job
The mission, purpose and values of this institution are familiar to employees
Team efforts are effective in this organization
4.487
4.481
4.473
4.473
4.472
0.569
0.538
0.536
0.519
0.587
4.500
4.375
4.455
4.424
4.531
0.508
0.492
0.506
0.502
0.507
3.382
3.938
2.970
3.091
3.094
1.045
0.914
1.212
1.234
1.027
1.118
0.438
1.485
1.333
1.438
1.066
1.014
1.372
1.315
1.014
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-23
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Administrative/Professional Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
19
2
88
12
36
Employees are empowered to resolve problems quickly
This institution involves its employees in planning for the future
Morale is high at the College as a whole
Established standards and procedures define job expectations for employees
Administrators share information regularly with faculty and staff
1 This institution listens to its students
26 Employees are rewarded for outstanding job performance
48 Employee suggestions are used to improve our institution
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
Campus -How It
Should Be
Mean St. Dev.
Admin/Prof. -How It
Should Be
Mean St. Dev.
Admin/Prof. -How It Is
Now
Mean St. Dev.
Admin/Prof. -Performance
Gap
Mean St. Dev.
4.469
4.464
4.462
4.460
4.460
0.536
0.553
0.652
0.518
0.535
4.471
4.438
4.290
4.412
4.441
0.507
0.504
0.824
0.500
0.504
3.088
3.094
2.581
2.853
3.382
1.215
1.201
1.148
1.132
1.129
1.382
1.344
1.710
1.559
1.059
1.371
1.382
1.189
1.284
1.205
4.459
4.451
4.451
0.552
0.551
0.551
4.424
4.412
4.353
0.561
0.500
0.485
3.212
2.559
2.882
0.927
1.050
1.066
1.212
1.853
1.471
1.083
1.258
1.134
4.449
0.570
4.531
0.507
2.531
1.218
2.000
1.344
91 I fell that positive change will come aboout as a result of this survey
4.447
0.682
4.233
0.728
2.933
1.230
1.300
1.343
21 Administrators cultivate positive relationships with students
35 Administrators have confidence and trust in me
4.442
4.438
0.550
0.533
4.412
4.382
0.609
0.493
3.324
3.706
0.912
1.060
1.088
0.676
1.026
0.976
20
24
28
22
33
32
45
14
42
87
82
89
4.434
4.434
4.429
4.425
4.425
4.423
4.411
4.407
4.393
4.385
4.371
4.369
0.653
0.596
0.549
0.638
0.564
0.565
0.546
0.577
0.606
0.687
0.593
0.524
4.529
4.441
4.382
4.441
4.382
4.394
4.303
4.324
4.455
4.323
4.500
4.258
0.563
0.613
0.551
0.613
0.493
0.496
0.529
0.589
0.506
0.653
0.508
0.445
2.971
3.500
3.294
2.971
3.382
3.121
2.879
3.265
2.848
3.323
2.563
3.387
1.243
0.862
1.268
1.058
1.303
1.083
1.023
1.053
1.093
1.249
1.366
1.145
1.559
0.941
1.088
1.471
1.000
1.273
1.424
1.059
1.606
1.000
1.938
0.871
1.397
0.952
1.215
1.212
1.231
1.232
1.032
1.179
1.088
1.238
1.390
0.991
Administrators treat students as their top priority
Students believe faculty care about what they think
Employees are encouraged to provide suggestions on ways to improve the work flow
Efforts to improve quality are paying off in this institution
My supervisor helps me improve my job performance
Administrators pay attention to what I have to say
Written procedures clearly define who is responsible for each operation and service
This institution analyzes complaints to determine appropriate remedial actions
Quality improvement tools and methods are used regularly to solve problems
My compensation is fair for the job I am asked to do
In the last 6 months, someone at work has talked to me about my progress
The workload is divided fairly among the people in my department
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-24
North Central State College - 2005 Spring Survey
Campus Quality Survey
Summary of Administrative/Professional Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Item
No.
Campus -How It
Should Be
Mean St. Dev.
Admin/Prof. -How It
Should Be
Mean St. Dev.
Admin/Prof. -How It Is
Now
Mean St. Dev.
Admin/Prof. -Performance
Gap
Mean St. Dev.
44
7
34
18
3
Employees are involved in the development and improvement of performance measures
Each department or work unit has written, up-to-date service expectations
This institution uses teams to solve problems
This institution continually evaluates and upgrades its processes for collecting data
This institution regularly conducts surveys to evaluate the quality of its programs and services
4.366
4.358
4.354
4.345
4.315
0.585
0.586
0.654
0.547
0.539
4.333
4.333
4.353
4.294
4.182
0.540
0.540
0.544
0.524
0.465
2.939
2.545
3.353
2.941
3.333
1.197
0.938
1.041
1.229
0.816
1.394
1.788
1.000
1.353
0.848
1.248
0.960
1.073
1.203
0.906
46
86
15
17
Quality improvement teams have been established in this organization
The harder I work, the more recognition I receive
Student input is systematically monitored and measured as a basis for improvement
This institution uses state and national data to compare its performance with that of other institutions
4.304
4.295
4.283
4.248
0.551
0.720
0.647
0.620
4.265
4.125
4.235
4.235
0.511
0.751
0.606
0.554
3.235
2.500
2.853
3.382
0.955
1.078
0.821
0.888
1.029
1.625
1.382
0.853
0.969
1.314
1.074
0.925
4.222
4.115
3.982
0.601
0.741
0.896
4.219
4.118
3.941
0.553
0.640
0.851
2.594
2.853
3.265
1.012
0.784
0.931
1.625
1.265
0.676
1.070
0.931
0.945
9 Employees receive special training in improving customer service
16 Student survey results are published and posted regularly
23 Guarantees of satisfaction are offered to students to ensure quality service
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-25
North Central State College - 2005 Spring Survey
Campus Quality Survey
List of Survey Items Included in Each of the Main Survey Categories
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
How It
Should Be
Mean St. Dev.
How It Is
Now
Mean St. Dev.
Performance
Gap
Mean St. Dev.
4.467
4.472
4.531
4.434
4.496
0.563
0.587
0.519
0.653
0.553
3.042
2.713
2.938
3.097
3.425
1.188
1.033
1.104
1.224
1.051
1.425
1.759
1.593
1.336
1.071
1.318
1.167
1.272
1.431
1.223
Employees are rewarded for outstanding job performance
Administrators set examples of quality services in their day-to-day performance
Administrators pay attention to what I have to say
My supervisor helps me improve my job performance
Administrators have confidence and trust in me
Administrators share information regularly with faculty and staff
This institution analyzes all relevant data before making decisions
CUSTOMER FOCUS
1 This institution listens to its students
3 This institution regularly conducts surveys to evaluate the quality of its programs and services
4.451
4.487
4.423
4.425
4.438
4.460
4.518
4.359
4.459
4.315
0.551
0.569
0.565
0.564
0.533
0.535
0.569
0.636
0.552
0.539
2.416
3.186
3.009
3.513
3.473
3.097
2.580
3.202
3.378
3.171
1.124
1.090
1.195
1.310
1.178
1.180
1.028
1.048
1.036
1.078
2.035
1.301
1.414
0.912
0.964
1.363
1.938
1.157
1.081
1.144
1.362
1.238
1.324
1.236
1.215
1.282
1.240
1.192
1.215
1.242
5 Students have a way to provide feedback on their level of satisfaction with school programs and services
4.514
0.555
3.514
0.968
1.000
1.089
4.222
4.496
4.407
4.283
4.115
4.442
3.982
4.434
4.496
4.496
0.601
0.569
0.577
0.647
0.741
0.550
0.896
0.596
0.553
0.553
2.620
3.381
3.009
2.885
2.558
3.301
3.035
3.681
3.425
3.655
0.964
0.900
1.106
0.980
0.963
1.060
1.017
0.869
1.051
0.874
1.602
1.115
1.398
1.398
1.558
1.142
0.947
0.752
1.071
0.841
1.143
1.084
1.347
1.279
1.202
1.172
1.224
0.940
1.223
0.987
Item
Scale
No.
6
13
20
25
TOP MANAGEMENT LEADERSHIP AND SUPPORT
Team efforts are effective in this organization
Job responsibilities are communicated clearly to employees
Administrators treat students as their top priority
Administrators are committed to providing quality service
26
30
32
33
35
36
41
9
11
14
15
16
21
23
24
25
39
Employees receive special training in improving customer service
This institution promotes excellent employee-student relationships
This institution analyzes complaints to determine appropriate remedial actions
Student input is systematically monitored and measured as a basis for improvement
Student survey results are published and posted regularly
Administrators cultivate positive relationships with students
Guarantees of satisfaction are offered to students to ensure quality service
Students believe faculty care about what they think
Administrators are committed to providing quality service
Our services to students are "user-friendly"
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-26
North Central State College - 2005 Spring Survey
Campus Quality Survey
List of Survey Items Included in Each of the Main Survey Categories
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Scale
No.
STRATEGIC QUALITY PLANNING
2 This institution involves its employees in planning for the future
3 This institution regularly conducts surveys to evaluate the quality of its programs and services
14
15
17
47
48
49
This institution analyzes complaints to determine appropriate remedial actions
Student input is systematically monitored and measured as a basis for improvement
This institution uses state and national data to compare its performance with that of other institutions
This institution plans carefully
Employee suggestions are used to improve our institution
The mission, purpose and values of this institution are familiar to employees
QUALITY ASSURANCE
5 Students have a way to provide feedback on their level of satisfaction with school programs and services
7
12
13
15
17
18
23
28
38
44
45
Each department or work unit has written, up-to-date service expectations
Established standards and procedures define job expectations for employees
Job responsibilities are communicated clearly to employees
Student input is systematically monitored and measured as a basis for improvement
This institution uses state and national data to compare its performance with that of other institutions
This institution continually evaluates and upgrades its processes for collecting data
Guarantees of satisfaction are offered to students to ensure quality service
Employees are encouraged to provide suggestions on ways to improve the work flow
I know what is expected of me
Employees are involved in the development and improvement of performance measures
Written procedures clearly define who is responsible for each operation and service
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
How It
Should Be
Mean St. Dev.
How It Is
Now
Mean St. Dev.
Performance
Gap
Mean St. Dev.
4.392
4.464
4.315
0.574
0.553
0.539
2.948
2.818
3.171
1.115
1.235
1.078
1.444
1.645
1.144
1.314
1.405
1.242
4.407
4.283
4.248
4.496
4.451
4.473
4.372
0.577
0.647
0.620
0.537
0.551
0.519
0.615
3.009
2.885
3.239
2.522
2.735
3.205
3.028
1.106
0.980
0.869
1.127
1.134
1.179
1.076
1.398
1.398
1.009
1.973
1.717
1.268
1.343
1.347
1.279
0.995
1.346
1.278
1.342
1.237
4.514
0.555
3.514
0.968
1.000
1.089
4.358
4.460
4.531
4.283
4.248
4.345
3.982
4.429
4.540
4.366
4.411
0.586
0.518
0.519
0.647
0.620
0.547
0.896
0.549
0.518
0.585
0.546
2.596
2.850
2.938
2.885
3.239
2.938
3.035
3.018
3.699
2.938
2.688
0.914
1.151
1.104
0.980
0.869
1.020
1.017
1.223
0.905
1.165
1.057
1.761
1.611
1.593
1.398
1.009
1.407
0.947
1.411
0.841
1.429
1.723
1.088
1.333
1.272
1.279
0.995
1.154
1.224
1.333
0.987
1.360
1.246
2-27
North Central State College - 2005 Spring Survey
Campus Quality Survey
List of Survey Items Included in Each of the Main Survey Categories
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
How It
Should Be
Mean St. Dev.
How It Is
Now
Mean St. Dev.
Performance
Gap
Mean St. Dev.
MEASUREMENT AND ANALYSIS
4 It is easy to get information at this institution
10 This institution has "user-friendly" computer systems to assist employees and students
4.426
4.541
4.481
0.575
0.518
0.538
3.042
3.063
3.880
1.117
1.201
0.934
1.384
1.477
0.602
1.257
1.334
1.013
17
18
22
28
36
41
42
This institution uses state and national data to compare its performance with that of other institutions
This institution continually evaluates and upgrades its processes for collecting data
Efforts to improve quality are paying off in this institution
Employees are encouraged to provide suggestions on ways to improve the work flow
Administrators share information regularly with faculty and staff
This institution analyzes all relevant data before making decisions
Quality improvement tools and methods are used regularly to solve problems
QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS
4.248
4.345
4.425
4.429
4.460
4.518
4.393
4.407
0.620
0.547
0.638
0.549
0.535
0.569
0.606
0.617
3.239
2.938
2.894
3.018
3.097
2.580
2.696
2.916
0.869
1.020
1.064
1.223
1.180
1.028
1.012
1.101
1.009
1.407
1.531
1.411
1.363
1.938
1.696
1.491
0.995
1.154
1.268
1.333
1.282
1.240
1.199
1.266
7
12
15
18
22
23
27
29
37
42
43
45
Each department or work unit has written, up-to-date service expectations
Established standards and procedures define job expectations for employees
Student input is systematically monitored and measured as a basis for improvement
This institution continually evaluates and upgrades its processes for collecting data
Efforts to improve quality are paying off in this institution
Guarantees of satisfaction are offered to students to ensure quality service
There are effective lines of communication between departments
Faculty and staff take pride in their work
There is a spirit of teamwork and cooperation in this organization
Quality improvement tools and methods are used regularly to solve problems
This institution believes in continuous quality improvement
Written procedures clearly define who is responsible for each operation and service
4.358
4.460
4.283
4.345
4.425
3.982
4.531
4.646
4.531
4.393
4.518
4.411
0.586
0.518
0.647
0.547
0.638
0.896
0.536
0.499
0.536
0.606
0.520
0.546
2.596
2.850
2.885
2.938
2.894
3.035
2.442
4.018
2.655
2.696
3.286
2.688
0.914
1.151
0.980
1.020
1.064
1.017
1.093
0.896
1.075
1.012
1.069
1.057
1.761
1.611
1.398
1.407
1.531
0.947
2.088
0.628
1.876
1.696
1.232
1.723
1.088
1.333
1.279
1.154
1.268
1.224
1.313
0.975
1.189
1.199
1.200
1.246
Item
Scale
No.
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-28
North Central State College - 2005 Spring Survey
Campus Quality Survey
List of Survey Items Included in Each of the Main Survey Categories
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
Item
Scale
No.
EMPLOYEE TRAINING AND RECOGNITION
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
9
19
24
26
31
Employees receive special training in improving customer service
Employees are empowered to resolve problems quickly
Students believe faculty care about what they think
Employees are rewarded for outstanding job performance
Administrators recognize faculty and staff when they do a good job
How It
Should Be
Mean St. Dev.
How It Is
Now
Mean St. Dev.
Performance
Gap
Mean St. Dev.
4.435
0.564
2.832
1.179
1.604
1.336
4.449
0.570
2.458
1.075
1.991
1.307
4.222
4.469
4.434
4.451
4.473
0.601
0.536
0.596
0.551
0.536
2.620
2.743
3.681
2.416
2.857
0.964
1.259
0.869
1.124
1.237
1.602
1.726
0.752
2.035
1.616
1.143
1.422
0.940
1.362
1.384
48 Employee suggestions are used to improve our institution
4.451
0.551
2.735
1.134
1.717
1.278
50 Prof. development training programs are available to assist employees in improving their job performance
4.527
0.536
3.116
1.221
1.411
1.386
EMPLOYEE EMPOWERMENT AND TEAMWORK
6 Team efforts are effective in this organization
4.442
4.472
0.569
0.587
3.046
2.713
1.210
1.033
1.395
1.759
1.319
1.167
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
4.449
0.570
2.458
1.075
1.991
1.307
4.531
4.469
4.434
4.429
4.425
4.354
4.438
4.531
4.540
4.366
4.304
0.519
0.536
0.653
0.549
0.564
0.654
0.533
0.536
0.518
0.585
0.551
2.938
2.743
3.097
3.018
3.513
3.097
3.473
2.655
3.735
2.938
3.179
1.104
1.259
1.224
1.223
1.310
1.141
1.178
1.075
1.247
1.165
1.015
1.593
1.726
1.336
1.411
0.912
1.257
0.964
1.876
0.805
1.429
1.125
1.272
1.422
1.431
1.333
1.236
1.245
1.215
1.189
1.245
1.360
1.075
13
19
20
28
33
34
35
37
40
44
46
Job responsibilities are communicated clearly to employees
Employees are empowered to resolve problems quickly
Administrators treat students as their top priority
Employees are encouraged to provide suggestions on ways to improve the work flow
My supervisor helps me improve my job performance
This institution uses teams to solve problems
Administrators have confidence and trust in me
There is a spirit of teamwork and cooperation in this organization
My department meets as a team to plan and coordinate work
Employees are involved in the development and improvement of performance measures
Quality improvement teams have been established in this organization
Performance Horizons Consulting Group
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-29
North Central State College - 2005 Spring Survey
Campus Quality Survey
Employee Perceptions of Institutional Programs, Services, and Activities
In Descending Order of Mean Value
1 - Poor and inadequate
2 - Fair, much improvement needed
3 - Good, still needs improvement
4 - Very good and is continually improving
5 - Excellent
Campus
No.
Programs, Services, and Activities
Support/Classfied
Faculty/Instructor
Department Chair
St. Dev.
Mean
St. Dev.
Mean
St. Dev.
Mean
St. Dev.
Admin/Professional
Mean
St. Dev.
69
51
76
70
67
Payroll services
Library and learning resources
Switchboard and telephone services
Business office services
Computer information systems and services
4.018
3.826
3.777
3.738
3.728
0.787
0.622
0.835
0.656
0.885
3.964
3.632
3.400
3.600
3.423
0.922
0.684
1.080
0.707
0.758
4.174
3.864
3.956
3.816
3.739
0.570
0.632
0.706
0.563
0.905
3.667
4.200
3.833
3.667
3.667
0.816
0.837
0.753
0.516
1.033
3.909
3.826
3.800
3.758
3.943
0.914
0.491
0.759
0.751
0.906
71
72
75
77
Bookstore services
Basic skills/developmental/alternative programs
Media, audio visual, technology services
Student activities
3.639
3.506
3.490
3.457
0.806
0.802
0.840
0.785
3.381
3.278
3.400
3.542
0.740
0.958
0.883
0.884
3.578
3.486
3.500
3.389
0.812
0.781
0.862
0.766
3.800
4.000
3.250
3.000
0.447
0.707
0.957
1.225
3.920
3.583
3.548
3.536
0.862
0.717
0.810
0.637
52
68
66
55
61
62
79
74
Personnel/human resource services
Communicating with legislators and other politicians
Parking for faculty and staff
Maintenance and custodial services
Relations with other educational institutions
Financial aid assistance and services
Relationships with the private sector and business community
Curriculum planning, design, and coordination
3.414
3.404
3.391
3.354
3.337
3.323
3.308
3.289
1.080
0.997
1.190
1.026
0.901
0.888
1.010
0.841
3.143
3.286
2.786
3.385
3.350
3.409
3.176
3.000
1.325
1.069
1.197
0.983
0.933
0.666
1.015
0.943
3.522
3.273
3.756
3.370
3.219
3.486
3.429
3.364
0.937
1.077
1.004
1.062
0.975
0.961
1.092
0.838
3.500
3.000
4.000
3.000
3.600
3.000
3.750
3.500
1.225
1.000
0.894
1.265
1.140
0.632
0.500
0.837
3.457
3.722
3.343
3.353
3.440
3.100
3.136
3.296
1.039
0.826
1.259
1.012
0.768
0.960
0.941
0.775
73
57
65
54
64
56
58
78
60
80
53
59
63
Affirmative action
Student admissions and registration services
Budget planning and coordination
Security/police services
Counseling and student advisement services
Cafeteria and food services
Marketing, advertising, and public relations
Health and nursing services
Career information and planning services
Continuing education and community programs and services
Recruitment and orientation of new employees
Communication with other departments
Research and planning services
3.275
3.231
3.206
3.171
3.165
3.039
3.010
2.940
2.811
2.791
2.638
2.442
2.169
1.056
0.873
0.999
1.023
0.909
1.101
1.029
1.316
0.982
1.070
1.066
0.906
1.228
2.824
3.560
3.000
3.040
3.417
3.263
3.217
3.167
2.850
2.905
2.407
2.321
2.176
1.185
0.821
1.069
1.207
0.776
0.933
1.126
1.030
1.040
1.044
1.047
1.020
1.131
3.370
3.171
3.189
3.244
2.907
3.103
2.829
2.762
2.641
3.057
2.605
2.395
2.273
0.967
0.863
1.050
1.069
0.947
1.145
0.919
1.446
0.959
0.998
0.974
0.849
1.306
3.667
2.500
3.000
3.000
3.000
3.000
2.333
2.000
3.000
2.000
3.000
2.333
1.667
1.155
0.837
1.265
0.000
0.894
0.816
1.211
1.732
1.000
1.414
1.414
0.816
1.211
3.429
3.161
3.387
3.167
3.345
2.696
3.182
3.154
2.960
2.467
2.765
2.600
2.077
1.028
0.860
0.844
0.874
0.897
1.146
1.014
1.281
0.978
1.042
1.130
0.914
1.197
Performance Horizons Consulting Group
Mean
Copyright 1996, USA Group/Noel Levitz Centers, Inc.
2-30
North Central State College - 2005 Spring Survey
Campus Quality Survey
Campus
Summary of Responses to Survey Items 81, 93, 94, and 95
Support /
Classified
Faculty/
Instructor
Department Chair
n
%
Administrative /
Professional Staff
n
%
n
%
n
%
3
4
3
14
5
29
10.34%
13.79%
10.34%
48.28%
17.24%
100.00%
0
8
9
21
5
43
0.00%
18.60%
20.93%
48.84%
11.63%
100.00%
0
0
0
3
3
6
0.00%
0.00%
0.00%
50.00%
50.00%
100.00%
0
5
5
15
10
35
0.00%
14.29%
14.29%
42.86%
28.57%
100.00%
Full-Time Regular
Part-Time Regular
Full-Time Temporary
Part-Time Temporary
Total
25
3
1
0
29
86.21%
10.34%
3.45%
0.00%
100.00%
37
7
1
1
46
80.43%
15.22%
2.17%
2.17%
100.00%
7
0
0
0
7
100.00%
0.00%
0.00%
0.00%
100.00%
34
1
0
0
35
97.14%
2.86%
0.00%
0.00%
100.00%
Excellent
Good
Average
Below Average
Inadequate
Total
4
15
5
4
1
29
13.79%
51.72%
17.24%
13.79%
3.45%
100.00%
7
15
22
2
0
46
15.22%
32.61%
47.83%
4.35%
0.00%
100.00%
2
1
4
0
0
7
28.57%
14.29%
57.14%
0.00%
0.00%
100.00%
4
19
10
2
0
35
11.43%
54.29%
28.57%
5.71%
0.00%
100.00%
18
11
29
62.07%
37.93%
100.00%
30
16
46
65.22%
34.78%
100.00%
4
3
7
57.14%
42.86%
100.00%
22
13
35
62.86%
37.14%
100.00%
81. Rate overall satisfaction with employment
Not satisfied at all
Somewhat dissatisfied
Neutral
Satisfied
Very Satisfied
Total
93. Employment status
94. Overall impression of quality
95. Attended class or workshop on quality
Yes
No
Total
Total Number of Survey Respondents:
Performance Horizons Consulting Group
118
Copyright 1996, USA Group/Noel-Levitz Centers, Inc.
2-31
Questions
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
This institution listens to its students
This institution involves its employees in planning for the future
This institution regularly conducts surveys to evaluate the quality of its programs and services
It is easy to get information at this institution
Students have a way to provide feedback on their level of satisfaction with school programs and services
Team efforts are effective in this organization
Each department or work unit has written, up-to-date service expectations
Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned
Employees receive special training in improving customer service
This institution has "user-friendly" computer systems to assist employees and students
This institution promotes excellent employee-student relationships
Established standards and procedures define job expectations for employees
Job responsibilities are communicated clearly to employees
This institution analyzes complaints to determine appropriate remedial actions
Student input is systematically monitored and measured as a basis for improvement
Student survey results are published and posted regularly
This institution uses state and national data to compare its performance with that of other institutions
This institution continually evaluates and upgrades its processes for collecting data
Employees are empowered to resolve problems quickly
Administrators treat students as their top priority
Administrators cultivate positive relationships with students
Efforts to improve quality are paying off in this institution
Guarantees of satisfaction are offered to students to ensure quality service
Students believe faculty care about what they think
Administrators are committed to providing quality service
Employees are rewarded for outstanding job performance
There are effective lines of communication between departments
Employees are encouraged to provide suggestions on ways to improve the work flow
Faculty and staff take pride in their work
Administrators set examples of quality services in their day-to-day performance
Administrators recognize faculty and staff when they do a good job
Administrators pay attention to what I have to say
My supervisor helps me improve my job performance
This institution uses teams to solve problems
Administrators have confidence and trust in me
Page 134
Questions
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
82
83
84
85
86
87
88
89
90
91
51
52
53
54
55
56
57
58
59
60
61
62
Administrators share information regularly with faculty and staff
There is a spirit of teamwork and cooperation in this organization
I know what is expected of me
Our services to students are "user-friendly"
My department meets as a team to plan and coordinate work
This institution analyzes all relevant data before making decisions
Quality improvement tools and methods are used regularly to solve problems
This institution believes in continuous quality improvement
Employees are involved in the development and improvement of performance measures
Written procedures clearly define who is responsible for each operation and service
Quality improvement teams have been established in this organization
This institution plans carefully
Employee suggestions are used to improve our institution
The mission, purpose and values of this institution are familiar to employees
Prof. development training programs are available to assist employees in improving their job performance
In the last 6 months, someone at work has talked to me about my progress
I have the freedom to express my ideas regarding things affecting my work and me
I have a favorable impression of the College
My job performance is evaluated fairly
The harder I work, the more recognition I receive
My compensation is fair for the job I am asked to do
Morale is high at the College as a whole
The workload is divided fairly among the people in my department
I feel that my work makes a difference at the College
I fell that positive change will come aboout as a result of this survey
Library and learning resources
Personnel/human resource services
Recruitment and orientation of new employees
Security/police services
Maintenance and custodial services
Cafeteria and food services
Student admissions and registration services
Marketing, advertising, and public relations
Communication with other departments
Career information and planning services
Relations with other educational institutions
Financial aid assistance and services
Page 135
Questions
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
Research and planning services
Counseling and student advisement services
Budget planning and coordination
Parking for faculty and staff
Computer information systems and services
Communicating with legislators and other politicians
Payroll services
Business office services
Bookstore services
Basic skills/developmental/alternative programs
Affirmative action
Curriculum planning, design, and coordination
Media, audio visual, technology services
Switchboard and telephone services
Student activities
Health and nursing services
Relationships with the private sector and business community
Continuing education and community programs and services
Page 136
Quality Improvement Survey Results
Questions
This Is
How It
Should Be
This Is
How It Is
Now
Performance
Gap
Mean
This institution listens to its students
This institution involves its employees in planning for the future
This institution regularly conducts surveys to evaluate the quality of its programs and services
It is easy to get information at this institution
Students have a way to provide feedback on their level of satisfaction with school programs a
Team efforts are effective in this organization
Each department or work unit has written, up-to-date service expectations
Processes for selecting, orienting, training, empowering and recognizing employees are caref
Employees receive special training in improving customer service
This institution has "user-friendly" computer systems to assist employees and students
This institution promotes excellent employee-student relationships
Established standards and procedures define job expectations for employees
Job responsibilities are communicated clearly to employees
This institution analyzes complaints to determine appropriate remedial actions
Student input is systematically monitored and measured as a basis for improvement
Student survey results are published and posted regularly
This institution uses state and national data to compare its performance with that of other inst
This institution continually evaluates and upgrades its processes for collecting data
Employees are empowered to resolve problems quickly
Administrators treat students as their top priority
Administrators cultivate positive relationships with students
Efforts to improve quality are paying off in this institution
Guarantees of satisfaction are offered to students to ensure quality service
Students believe faculty care about what they think
Administrators are committed to providing quality service
4.459
4.464
4.315
4.541
4.514
4.472
4.358
4.449
4.222
4.481
4.496
4.460
4.531
4.407
4.283
4.115
4.248
4.345
4.469
4.434
4.442
4.425
3.982
4.434
4.496
3.378
2.818
3.171
3.063
3.514
2.713
2.596
2.458
2.620
3.880
3.381
2.850
2.938
3.009
2.885
2.558
3.239
2.938
2.743
3.097
3.301
2.894
3.035
3.681
3.425
1.081
1.645
1.144
1.477
1.000
1.759
1.761
1.991
1.602
0.602
1.115
1.611
1.593
1.398
1.398
1.558
1.009
1.407
1.726
1.336
1.142
1.531
0.947
0.752
1.071
Item
No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
National Quality Academy
137
Quality Improvement Survey
Quality Improvement Survey Results
Questions
This Is
How It
Should Be
This Is
How It Is
Now
Performance
Gap
Mean
Employees are rewarded for outstanding job performance
There are effective lines of communication between departments
Employees are encouraged to provide suggestions on ways to improve the work flow
Faculty and staff take pride in their work
Administrators set examples of quality services in their day-to-day performance
Administrators recognize faculty and staff when they do a good job
Administrators pay attention to what I have to say
My supervisor helps me improve my job performance
This institution uses teams to solve problems
Administrators have confidence and trust in me
Administrators share information regularly with faculty and staff
There is a spirit of teamwork and cooperation in this organization
I know what is expected of me
Our services to students are "user-friendly"
My department meets as a team to plan and coordinate work
This institution analyzes all relevant data before making decisions
Quality improvement tools and methods are used regularly to solve problems
This institution believes in continuous quality improvement
Employees are involved in the development and improvement of performance measures
Written procedures clearly define who is responsible for each operation and service
Quality improvement teams have been established in this organization
This institution plans carefully
Employee suggestions are used to improve our institution
The mission, purpose and values of this institution are familiar to employees
Prof. development training programs are available to assist employees in improving their job p
4.451
4.531
4.429
4.646
4.487
4.473
4.423
4.425
4.354
4.438
4.460
4.531
4.540
4.496
4.540
4.518
4.393
4.518
4.366
4.411
4.304
4.496
4.451
4.473
4.527
2.416
2.442
3.018
4.018
3.186
2.857
3.009
3.513
3.097
3.473
3.097
2.655
3.699
3.655
3.735
2.580
2.696
3.286
2.938
2.688
3.179
2.522
2.735
3.205
3.116
2.035
2.088
1.411
0.628
1.301
1.616
1.414
0.912
1.257
0.964
1.363
1.876
0.841
0.841
0.805
1.938
1.696
1.232
1.429
1.723
1.125
1.973
1.717
1.268
1.411
Item
No.
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
National Quality Academy
138
Quality Improvement Survey
Quality Improvement Survey Results
Item
No.
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
This Is
How It
Should Be
Questions
Library and learning resources
Personnel/human resource services
Recruitment and orientation of new employees
Security/police services
Maintenance and custodial services
Cafeteria and food services
Student admissions and registration services
Marketing, advertising, and public relations
Communication with other departments
Career information and planning services
Relations with other educational institutions
Financial aid assistance and services
Research and planning services
Counseling and student advisement services
Budget planning and coordination
Parking for faculty and staff
Computer information systems and services
Communicating with legislators and other politicians
Payroll services
Business office services
Bookstore services
Basic skills/developmental/alternative programs
Affirmative action
Curriculum planning, design, and coordination
Media, audio visual, technology services
Switchboard and telephone services
Student activities
Health and nursing services
Relationships with the private sector and business community
Continuing education and community programs and services
National Quality Academy
This Is
How It Is
Now
Performance
Gap
Mean
3.826
3.414
2.638
3.171
3.354
3.039
3.231
3.010
2.442
2.811
3.337
3.323
2.169
3.165
3.206
3.391
3.728
3.404
4.018
3.738
3.639
3.506
3.275
3.289
3.490
3.777
3.457
2.940
3.308
2.791
1
Quality Improvement Survey