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 How It Is Performance
Item   Should Be   Now   Gap  
No. Scale Mean St. Dev. Mean St. Dev. Mean St. Dev.
  TOP MANAGEMENT LEADERSHIP AND SUPPORT 4.590 0.543 3.777 1.006 0.812 1.027
6 Team efforts are effective in this organization 4.496 0.502 3.893 0.787 0.603 0.838
13 Job responsibilities are communicated clearly to employees 4.576 0.568 3.583 1.070 0.992 1.142
20 Administrators treat students as their top priority 4.580 0.581 3.992 0.873 0.588 0.849
25 Administrators are committed to providing quality service 4.687 0.527 4.206 0.699 0.481 0.716
26 Employees are rewarded for outstanding job performance 4.508 0.587 3.008 1.131 1.500 1.222
30 Administrators set examples of quality services in their day-to-day performance 4.629 0.572 3.886 0.888 0.742 0.879
32 Administrators pay attention to what I have to say 4.606 0.521 3.765 1.033 0.841 1.047
33 My supervisor helps me improve my job performance 4.614 0.504 3.871 1.162 0.742 1.109
35 Administrators have confidence and trust in me 4.644 0.496 4.076 0.816 0.568 0.840
36 Administrators share information regularly with faculty and staff 4.652 0.509 3.924 0.938 0.727 1.005
41 This institution analyzes all relevant data before making decisions 4.492 0.574 3.331 0.983 1.162 1.105
  CUSTOMER FOCUS 4.463 0.617 3.755 0.927 0.709 0.938
1 This institution listens to its students 4.591 0.494 4.016 0.787 0.575 0.772
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.434 0.543 4.101 0.799 0.333 0.743
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.496 0.532 3.829 0.858 0.667 0.913
9 Employees receive special training in improving customer service 4.489 0.600 3.038 1.048 1.450 1.235
11 This institution promotes excellent employee-student relationships 4.562 0.528 4.038 0.762 0.523 0.780
14 This institution analyzes complaints to determine appropriate remedial actions 4.481 0.560 3.405 0.975 1.076 1.050
15 Student input is systematically monitored and measured as a basis for improvement 4.385 0.615 3.631 0.827 0.754 0.881
16 Student survey results are published and posted regularly 4.258 0.706 3.598 0.940 0.659 0.972
21 Administrators cultivate positive relationships with students 4.504 0.573 4.000 0.765 0.504 0.727
23 Guarantees of satisfaction are offered to students to ensure quality service 3.961 0.870 3.264 0.914 0.698 0.835
24 Students believe faculty care about what they think 4.527 0.559 3.878 0.785 0.649 0.722
25 Administrators are committed to providing quality service 4.687 0.527 4.206 0.699 0.481 0.716
39 Our services to students are "user-friendly" 4.649 0.495 3.817 1.021 0.832 1.145
  STRATEGIC QUALITY PLANNING 4.486 0.562 3.798 0.898 0.688 0.915
2 This institution involves its employees in planning for the future 4.562 0.528 3.754 0.924 0.808 0.949
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.434 0.543 4.101 0.799 0.333 0.743
14 This institution analyzes complaints to determine appropriate remedial actions 4.481 0.560 3.405 0.975 1.076 1.050
15 Student input is systematically monitored and measured as a basis for improvement 4.385 0.615 3.631 0.827 0.754 0.881
17 This institution uses state and national data to compare its performance with that of other institutions 4.356 0.607 3.894 0.754 0.462 0.735
47 This institution plans carefully 4.543 0.516 3.690 1.022 0.853 0.969
48 Employee suggestions are used to improve our institution 4.555 0.544 3.688 0.920 0.867 1.007
49 The mission, purpose and values of this institution are familiar to employees 4.577 0.541 4.223 0.650 0.354 0.633
  QUALITY ASSURANCE 4.440 0.617 3.593 0.974 0.846 1.009
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.496 0.532 3.829 0.858 0.667 0.913
7 Each department or work unit has written, up-to-date service expectations 4.454 0.544 3.185 0.971 1.269 0.979
12 Established standards and procedures define job expectations for employees 4.595 0.523 3.443 1.068 1.153 1.180
13 Job responsibilities are communicated clearly to employees 4.576 0.568 3.583 1.070 0.992 1.142
15 Student input is systematically monitored and measured as a basis for improvement 4.385 0.615 3.631 0.827 0.754 0.881
17 This institution uses state and national data to compare its performance with that of other institutions 4.356 0.607 3.894 0.754 0.462 0.735
18 This institution continually evaluates and upgrades its processes for collecting data 4.379 0.612 3.712 0.777 0.667 0.844
23 Guarantees of satisfaction are offered to students to ensure quality service 3.961 0.870 3.264 0.914 0.698 0.835
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.485 0.573 3.485 1.030 1.000 1.172
38 I know what is expected of me 4.674 0.486 4.205 0.769 0.470 0.746
44 Employees are involved in the development and improvement of performance measures 4.442 0.572 3.620 1.025 0.822 1.027
45 Written procedures clearly define who is responsible for each operation and service 4.466 0.559 3.260 1.071 1.206 1.121
  MEASUREMENT AND ANALYSIS 4.504 0.577 3.693 0.944 0.811 1.027
4 It is easy to get information at this institution 4.569 0.542 3.646 1.026 0.923 1.076
10 This institution has "user-friendly" computer systems to assist employees and students 4.634 0.484 3.595 1.073 1.038 1.205
17 This institution uses state and national data to compare its performance with that of other institutions 4.356 0.607 3.894 0.754 0.462 0.735
18 This institution continually evaluates and upgrades its processes for collecting data 4.379 0.612 3.712 0.777 0.667 0.844
22 Efforts to improve quality are paying off in this institution 4.561 0.596 3.970 0.873 0.591 0.891
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.485 0.573 3.485 1.030 1.000 1.172
36 Administrators share information regularly with faculty and staff 4.652 0.509 3.924 0.938 0.727 1.005
41 This institution analyzes all relevant data before making decisions 4.492 0.574 3.331 0.983 1.162 1.105
42 Quality improvement tools and methods are used regularly to solve problems 4.408 0.619 3.669 0.820 0.738 0.936
  QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS 4.468 0.620 3.596 0.987 0.872 1.025
7 Each department or work unit has written, up-to-date service expectations 4.454 0.544 3.185 0.971 1.269 0.979
12 Established standards and procedures define job expectations for employees 4.595 0.523 3.443 1.068 1.153 1.180
15 Student input is systematically monitored and measured as a basis for improvement 4.385 0.615 3.631 0.827 0.754 0.881
18 This institution continually evaluates and upgrades its processes for collecting data 4.379 0.612 3.712 0.777 0.667 0.844
22 Efforts to improve quality are paying off in this institution 4.561 0.596 3.970 0.873 0.591 0.891
23 Guarantees of satisfaction are offered to students to ensure quality service 3.961 0.870 3.264 0.914 0.698 0.835
27 There are effective lines of communication between departments 4.542 0.572 2.931 1.111 1.611 1.280
29 Faculty and staff take pride in their work 4.697 0.493 4.189 0.678 0.508 0.682
37 There is a spirit of teamwork and cooperation in this organization 4.636 0.528 3.712 1.045 0.924 1.109
42 Quality improvement tools and methods are used regularly to solve problems 4.408 0.619 3.669 0.820 0.738 0.936
43 This institution believes in continuous quality improvement 4.523 0.532 4.188 0.673 0.336 0.605
45 Written procedures clearly define who is responsible for each operation and service 4.466 0.559 3.260 1.071 1.206 1.121
  EMPLOYEE TRAINING AND RECOGNITION 4.536 0.557 3.538 1.035 0.997 1.103
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.523 0.546 3.600 1.024 0.923 1.118
9 Employees receive special training in improving customer service 4.489 0.600 3.038 1.048 1.450 1.235
19 Employees are empowered to resolve problems quickly 4.481 0.546 3.656 0.951 0.824 1.011
24 Students believe faculty care about what they think 4.527 0.559 3.878 0.785 0.649 0.722
26 Employees are rewarded for outstanding job performance 4.508 0.587 3.008 1.131 1.500 1.222
31 Administrators recognize faculty and staff when they do a good job 4.598 0.522 3.523 1.059 1.076 1.103
48 Employee suggestions are used to improve our institution 4.555 0.544 3.688 0.920 0.867 1.007
50 Prof. development training programs are available to assist employees in improving their job performance 4.605 0.551 3.922 0.932 0.682 1.008
  EMPLOYEE EMPOWERMENT AND TEAMWORK 4.536 0.564 3.769 1.001 0.767 1.045
6 Team efforts are effective in this organization 4.496 0.502 3.893 0.787 0.603 0.838
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.523 0.546 3.600 1.024 0.923 1.118
13 Job responsibilities are communicated clearly to employees 4.576 0.568 3.583 1.070 0.992 1.142
19 Employees are empowered to resolve problems quickly 4.481 0.546 3.656 0.951 0.824 1.011
20 Administrators treat students as their top priority 4.580 0.581 3.992 0.873 0.588 0.849
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.485 0.573 3.485 1.030 1.000 1.172
33 My supervisor helps me improve my job performance 4.614 0.504 3.871 1.162 0.742 1.109
34 This institution uses teams to solve problems 4.462 0.659 3.811 0.917 0.652 0.988
35 Administrators have confidence and trust in me 4.644 0.496 4.076 0.816 0.568 0.840
37 There is a spirit of teamwork and cooperation in this organization 4.636 0.528 3.712 1.045 0.924 1.109
40 My department meets as a team to plan and coordinate work 4.580 0.607 3.679 1.242 0.901 1.312
44 Employees are involved in the development and improvement of performance measures 4.442 0.572 3.620 1.025 0.822 1.027
46 Quality improvement teams have been established in this organization 4.446 0.598 4.015 0.777 0.431 0.767