To: CSUB
Campus Community
From: Sharon A. Taylor
AVP, Fiscal & Support Services
Date: March 22, 2002
Subject: Update on Quality Improvement (QI) Spring Survey
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In October 2001 we shared with the Campus Community that a QI survey had
been conducted in April and that the results were available and being
distributed to the key management in the surveyed departments. At that
time, we indicated that the overall results for all areas were favorable
and we are extremely pleased with the areas of the results. It is through
the hard work and positive efforts of our faculty, staff and administrators
that we continue to put our students and employees first, and it reflects
in their comments.
Although the overall feedback was positive, there were some areas of concerns
in each of the departments. The campus faculty, staff and administrators
are committed to customer service and the goal of being a student-centered
institution; therefore, we strive for continuous improvement in our operations.
In an effort to continually address the need to improve, the departments
have targeted the following as areas of concern that will receive special
attention over the next several months. By implementing improvements
in this area they hope to see a marked improvement in the ratings for
their areas in the next survey cycle.
HUMAN RESOURCES
Survey Finding: Overall Personnel Services received a favorable response from those surveyed. However, faculty and staff expressed dissatisfaction with the management personnel’s ability to oversee their areas/departments.
Departmental Goal:
We will address the employee concerns by increasing the training currently
available to lead/supervisory and management employees.
Approach:
- (1) Increase the quantity and quality of available training programs; both in person and on-line.
- (2) Provide a training library including tapes, videos, books, etc.
HEALTH SERVICES
Survey Finding: In general a high level of satisfaction but almost half the surveyed students never have used the Health Center. Many students were unaware of the availability of a Health Center, didn’t know of the services they provided and thought they needed insurance to receive services.
Departmental Goal: Increase the student awareness regarding the availability and quality of services currently available to students through payment of their fees.
Approach:
- (1) Continue to provide respect, quality care, health promotions and education to the students using the facility.
- (2) Focus on improved marketing of the availability of the HC for basic services, the quality of those services, and the scope of those services through publications, newspaper, flyers, orientation and word of mouth.
- (3) Improve education to students about the need to supplement Health Center care with additional insurance for specialty services and provide information on how to purchase this type of insurance.
LIBRARY
Survey Finding: The responses to the Library were very favorable. The minor dissatisfactions noted were related to the availability of the quantity of journals, Library equipment available. Other areas of concern were off-campus access and inter-library loans.
Departmental Goal: Increase student awareness about the services of the Library, especially the area of electronic access to information. Focus on increasing the quantity and quality of general purpose computing labs.
Approach:
- (1) Library staff will work with staff in Information Resources Technology (IRTS) and Computer Technology Services (CTS) to focus on specific issues related to off-campus access. They will address these issues in an effort to provide a Web based system that can improve access to the Library.
- (2) They will work toward improved communication on how to access electronic collections to ensure users benefit fully from all the services the Library offers.
- (3) They will focus on making modification to the current computer labs and address providing additional resources for new computer labs in an effort to improve student concerns on access and satisfaction with the general computing labs.
FINANCIAL AID
Survey Finding: The Financial Aid general level of satisfaction was above average. The survey found the areas with the greatest dissatisfaction centered on communication between the student and the Financial Aid staff. This included timeliness of response to inquiries, routing of phone calls throughout the Financial Aid department, waiting time and empathy from the staff.
Departmental Goal: To increase customer satisfaction and rapport between the Financial Aid recipient and the Financial Aid department staff.
Approach:
- (1) Review staffing levels and augment student-staffed operations with full-time personnel where feasible. We intend to focus on the staffing of the front counter and telephones and the accuracy of the information passed on to the student at these locations.
FACILITIES MANAGEMENT
Survey Finding: The overall data reflected positively on Facilities Management; however, there were key areas where dissatisfaction was high. Those areas with a high degree of discontent were outdoor campus lighting, maintenance of campus roadways and parking lots, room temperature, cleanliness of bathrooms and overall appearance of instructional areas/classrooms.
Departmental Goal: To increase customer satisfaction of the campus facilities, especially in the high traffic areas such as restrooms, classrooms, roadways and parking lots.
Approach:
- (1) We will review the custodial staffing for the classroom and restroom areas and provide additional attention to those areas with high traffic. We will review budget priorities and try to address upgrading and overhauling classrooms as a line item addressing a specific number of room upgrades per year. The roads and parking lots will be reviewed for maintenance issues and planned annual refurbishings. Lighting is continually being reviewed and specific projects addressing areas of concern are currently under way.
/sp
