Jean Chen
Carmen Williams
Office of Institutional Research
January 31, 2003
The (CQS) is a unique
instrument that uses the basic structure, format, and criteria
of the Annual Presidential Award for Quality. There is also
a strong link to elements of the Malcolm Baldrige National
Quality Award. Each survey item relates to one of the eight
quality elements and the data provides more specific information
about certain areas of UND. Staff are viewed as internal
customers investing in continuous quality improvement at
our organization.
This is the first time the Campus Quality Survey has been used at all eleven
of the North Dakota University System campuses. There are both positive and negative
factors revealed by the findings, providing much opportunity for analysis, reflection,
and action. It also allows UND to focus precisely on areas of need in its continuous
quality improvement process.
In late August 2002 the Office of Institutional Research (OIR) mailed out the
2002 Campus Quality Survey along with 10 NDUS-developed questions to 2,214 full
and part-time faculty and staff whom had been on UND campus for at least one
year. A total of 610 completed surveys have been collected in October 2002. An
adjusted return rate is 28%.
Data obtained from the survey responses is reviewed. This includes analyses of
the:
- Smallest and largest performance
gap items
- Results of the composite averages of survey items
related to the eight quality
categories
- Results of survey data showing satisfaction ratings
of UND programs, services, and activities
- Results of survey data showing
satisfaction ratings of NDUS programs, policies, and
services
- Staff ratings for employee satisfaction and impression
of quality
- Employee comments and suggestions
Items with small performance gaps indicate areas in UND where
employees’ expectations
are close to being met while items with large performance gaps indicate areas
in UND where employees’ expectations may not be adequately met. At UND,
the largest performance gap was observed on the statement of “Employees
are rewarded for outstanding job performance”.
The eight quality categories are: 1) Top management leadership and support, 2)
Employee Training and Recognition, 3) Employee Empowerment and Teamwork, 4) Measurement
and Analysis, 5) Strategic Quality Planning, 6) Quality and Productivity Improvement
Results, 7) Customer Focus, and 8) Quality Assurance. At UND, Employee Training
and Recognition has been identified as needing greatest attention.
At UND, five programs, services, and activities that received the highest overall
satisfaction ratings are: 1) Payroll services, 2) Health and nursing services,
3) Security/police services, 4) Student activities, and 5) Switchboard and telephone
services while another five that received the lowest overall satisfaction ratings
are: 1) Parking for faculty and staff, 2) Communication with other departments,
3) Budget planning and coordination, 4) Communicating with legislators and other
politicians, and 5) Relations with other educational institutions.
Five items among the ten NDUS survey questions received the mean scores below
3 (1 = strongly disagree, 5 = strong agree) from UND employees are: 1) The NDUS
involves employees in planning for the future, 2) NDUS employees are empowered
to resolve problems quickly, 3) There are effective lines of communication between
campuses, 4) The NDUS plans carefully, and 5) The mission, purpose, and values
of the NDUS are familiar to employees.
Overall, the majority (69%) of the UND respondents are satisfied (51%) or very
satisfied (18%) with their employment at the UND. In addition, the majority (72%)
of the respondents rate their overall impression of quality at UND as either
good (54%) or excellent (18%).
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