The
(CQS)
is a unique instrument that
uses the basic structure, format, and criteria of the Annual
Presidential Award for Quality. Each survey item relates
to one of eight quality elements and the data provides more
specific information about certain aspects of UND.
CQS is administered at all eleven
of the North Dakota University System campuses. This is
the third time the instrument has
been administered (initially in 2002, and again in 2004).
In August 2006 the UND Office of Institutional Research (OIR)
mailed out the 2006 Campus Quality Survey along with 10 NDUS-developed
questions to 2,586 full and part-time faculty and staff whom
had employed by the UND campus for at least one year. A total
of 581 completed surveys were collected by October 2006.
UND’s adjusted return rate is nearly 23%.
Data obtained from the survey responses is reviewed. This
includes analyses of the
1) Smallest and largest performance gap items
2) Results of the composite averages of survey items related
to the eight quality cat egories
3) Results of survey data showing satisfaction ratings of
UND programs, services, and activities
4) Results of survey data showing satisfaction ratings of
NDUS programs, policies, and services
5) Staff ratings for employee satisfaction and impression
of quality
6) Employee comments and suggestions
7) Comparative UND results between 2002 and 2004 and 2006
Items with small performance gaps indicate areas within UND
where employees’ expectations are close to being met
while items with large performance gaps indicate areas within
UND where employees’ expectations may not be adequately
met. At UND, the largest performance gap in 2006 was observed
on the statement of “This institution has “user-friendly” computer
systems to assist employees and students” followed
by “There are effective lines of communication between
departments”. In 2004 the largest performance gap was “There
are effective lines of communication between departments” and
in 2002, “Employees are rewarded for outstanding job
performance” was the largest challenge (largest performance
gap).
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
on the 2002, 2004, and 2006 surveys as needing the greatest
attention.
The five programs, services, and activities that received
the highest overall satisfaction ratings are: 1) Health and
nursing services, 2) Student activities, 3) Security and
police services, 4) Cafeteria and food services, and 5) Library
and learning resources. The five that received the lowest
overall satisfaction ratings are: 1) Parking for faculty
and staff, 2) Communication with other departments, 3) Relations
with other educational institutions, 4) Communicating with
legislators and other politicians, and 5) Financial aid assistance
and services.
Overall, the majority (74%) of UND respondents are satisfied
(47%) or very satisfied (29%) with their employment at UND.
This compares to 76% satisfied or very satisfied from the
2004 survey. In addition, the majority (76%) of the respondents
rate their overall impression of quality at UND as either
good (51%) or excellent (25%), which is up from the 2004
rating of 78%.
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