This Is This Is Performance
Item How It How It Is Gap
No. Questions Should Be Now Mean
1 This institution listens to its students 4.591 4.016 0.575
2 This institution involves its employees in planning for the future 4.562 3.754 0.808
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.434 4.101 0.333
4 It is easy to get information at this institution 4.569 3.646 0.923
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.496 3.829 0.667
6 Team efforts are effective in this organization 4.496 3.893 0.603
7 Each department or work unit has written, up-to-date service expectations 4.454 3.185 1.269
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.523 3.600 0.923
9 Employees receive special training in improving customer service 4.489 3.038 1.450
10 This institution has "user-friendly" computer systems to assist employees and students 4.634 3.595 1.038
11 This institution promotes excellent employee-student relationships 4.562 4.038 0.523
12 Established standards and procedures define job expectations for employees 4.595 3.443 1.153
13 Job responsibilities are communicated clearly to employees 4.576 3.583 0.992
14 This institution analyzes complaints to determine appropriate remedial actions 4.481 3.405 1.076
15 Student input is systematically monitored and measured as a basis for improvement 4.385 3.631 0.754
16 Student survey results are published and posted regularly 4.258 3.598 0.659
17 This institution uses state and national data to compare its performance with that of other institutions 4.356 3.894 0.462
18 This institution continually evaluates and upgrades its processes for collecting data 4.379 3.712 0.667
19 Employees are empowered to resolve problems quickly 4.481 3.656 0.824
20 Administrators treat students as their top priority 4.580 3.992 0.588
21 Administrators cultivate positive relationships with students 4.504 4.000 0.504
22 Efforts to improve quality are paying off in this institution 4.561 3.970 0.591
23 Guarantees of satisfaction are offered to students to ensure quality service 3.961 3.264 0.698
24 Students believe faculty care about what they think 4.527 3.878 0.649
25 Administrators are committed to providing quality service 4.687 4.206 0.481
26 Employees are rewarded for outstanding job performance 4.508 3.008 1.500
27 There are effective lines of communication between departments 4.542 2.931 1.611
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.485 3.485 1.000
29 Faculty and staff take pride in their work 4.697 4.189 0.508
30 Administrators set examples of quality services in their day-to-day performance 4.629 3.886 0.742
31 Administrators recognize faculty and staff when they do a good job 4.598 3.523 1.076
32 Administrators pay attention to what I have to say 4.606 3.765 0.841
33 My supervisor helps me improve my job performance 4.614 3.871 0.742
34 This institution uses teams to solve problems 4.462 3.811 0.652
35 Administrators have confidence and trust in me 4.644 4.076 0.568
36 Administrators share information regularly with faculty and staff 4.652 3.924 0.727
37 There is a spirit of teamwork and cooperation in this organization 4.636 3.712 0.924
38 I know what is expected of me 4.674 4.205 0.470
39 Our services to students are "user-friendly" 4.649 3.817 0.832
40 My department meets as a team to plan and coordinate work 4.580 3.679 0.901
41 This institution analyzes all relevant data before making decisions 4.492 3.331 1.162
42 Quality improvement tools and methods are used regularly to solve problems 4.408 3.669 0.738
43 This institution believes in continuous quality improvement 4.523 4.188 0.336
44 Employees are involved in the development and improvement of performance measures 4.442 3.620 0.822
45 Written procedures clearly define who is responsible for each operation and service 4.466 3.260 1.206
46 Quality improvement teams have been established in this organization 4.446 4.015 0.431
47 This institution plans carefully 4.543 3.690 0.853
48 Employee suggestions are used to improve our institution 4.555 3.688 0.867
49 The mission, purpose and values of this institution are familiar to employees 4.577 4.223 0.354
50 Prof. development training programs are available to assist employees in improving their job performance 4.605 3.922 0.682
82 The institution provides its adjunct faculty with feedback, support, and adequate resources 4.542 3.068 1.475
83 ADA Accessibility standards are met throughout the campus 4.647 3.597 1.050
84 Administration recognizes Classified Staff as an integral part of the institution 4.672 3.689 0.983
85 The Board of Trustees visibly recognizes and celebrates positive accomplishments of the college and its employees 4.551 3.847 0.703
86 Communication of information is satisfactory throughout the various levels of the college 4.632 3.077 1.556
87 Employees are encouraged and rewarded for continuing their education and upgrading their skills  4.590 3.393 1.197
88 Evaluation of all college personnel is consistent at every level of the institution 4.591 2.748 1.843
89 Administration and departments take into consideration the "trickle-down" effect of their decisions 4.564 3.043 1.521
90 The Board works to build a positive image of the college in the community 4.593 4.254 0.339
91 Off-campus sites are integrated fully into the institution's operations 4.479 3.316 1.162
51 Library and learning resources 3.700
52 Personnel/human resource services 4.015
53 Recruitment and orientation of new employees 3.508
54 Security/police services 3.829
55 Maintenance and custodial services 4.331
56 Cafeteria and food services 2.191
57 Student admissions and registration services 3.592
58 Marketing, advertising, and public relations 3.364
59 Communication with other departments 2.913
60 Career information and planning services 3.440
61 Relations with other educational institutions 3.600
62 Financial aid assistance and services 3.736
63 Research and planning services 3.161
64 Counseling and student advisement services 4.000
65 Budget planning and coordination 3.620
66 Parking for faculty and staff 3.586
67 Computer information systems and services 3.200
68 Communicating with legislators and other politicians 3.868
69 Payroll services 4.267
70 Business office services 3.961
71 Bookstore services 3.895
72 Basic skills/developmental/alternative programs 3.583
73 Affirmative action 3.641
74 Curriculum planning, design, and coordination 3.690
75 Media, audio visual, technology services 3.512
76 Switchboard and telephone services 4.134
77 Student activities 3.764
78 Health and nursing services 3.551
79 Relationships with the private sector and business community 3.945
80 Continuing education and community programs and services 3.550