9 Employees receive special training in improving customer service 4.254 2.456 1.798
27 There are effective lines of communication between departments 4.496 2.704 1.791
86 Communication of information is satisfactory throughout the various levels of the college 4.337 2.721 1.615
26 Employees are rewarded for outstanding job performance 4.417 2.852 1.565
87 Employees are encouraged and rewarded for continuing their education and upgrading their skills 4.438 2.933 1.505
41 This institution analyzes all relevant data before making decisions 4.442 2.965 1.478
88 Evaluation of all college personnel is consistent at every level of the institution 4.486 3.010 1.476
45 Written procedures clearly define who is responsible for each operation and service 4.351 2.886 1.465
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.351 2.912 1.439
7 Each department or work unit has written, up-to-date service expectations 4.158 2.728 1.430
4 It is easy to get information at this institution 4.522 3.122 1.400
12 Established standards and procedures define job expectations for employees 4.395 3.026 1.368
13 Job responsibilities are communicated clearly to employees 4.496 3.133 1.363
10 This institution has "user-friendly" computer systems to assist employees and students 4.456 3.105 1.351
37 There is a spirit of teamwork and cooperation in this organization 4.553 3.219 1.333
14 This institution analyzes complaints to determine appropriate remedial actions 4.307 3.000 1.307
19 Employees are empowered to resolve problems quickly 4.325 3.088 1.237
16 Student survey results are published and posted regularly 4.062 2.832 1.230
91 Off-campus sites are integrated fully into institutionís operations 4.390 3.219 1.171
47 This institution plans carefully 4.478 3.336 1.142
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.336 3.212 1.124
31 Administrators recognize faculty and staff when they do a good job 4.470 3.348 1.122
48 Employee suggestions are used to improve our institution 4.393 3.277 1.116
42 Quality improvement tools and methods are used regularly to solve problems 4.336 3.221 1.115
39 Our services to students are "user-friendly" 4.478 3.372 1.106
6 Team efforts are effective in this organization 4.289 3.202 1.088
15 Student input is systematically monitored and measured as a basis for improvement 4.283 3.212 1.071
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.526 3.456 1.070
33 My supervisor helps me improve my job performance 4.465 3.439 1.026
32 Administrators pay attention to what I have to say 4.443 3.417 1.026
2 This institution involves its employees in planning for the future 4.478 3.496 0.983
30 Administrators set examples of quality services in their day-to-day performance 4.566 3.593 0.973
18 This institution continually evaluates and upgrades its processes for collecting data 4.281 3.325 0.956
82 The institution provides its adjunct faculty with feedback, support, and adequate resources 4.390 3.476 0.914
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.416 3.513 0.903
22 Efforts to improve quality are paying off in this institution 4.451 3.566 0.885
1 This institution listens to its students 4.487 3.643 0.843
85 The Board of Trustees visibly recognizes and celebrates positive accomplishments of the college and its employees 4.562 3.724 0.838
89 Administration and departments take into consideration the "trickle-down" effect of their decisions 4.352 3.533 0.819
17 This institution uses state and national data to compare its performance with that of other institutions 4.211 3.404 0.807
24 Students believe faculty care about what they think 4.469 3.681 0.788
11 This institution promotes excellent employee-student relationships 4.465 3.684 0.781
44 Employees are involved in the development and improvement of performance measures 4.327 3.558 0.770
36 Administrators share information regularly with faculty and staff 4.465 3.737 0.728
49 The mission, purpose and values of this institution are familiar to employees 4.446 3.732 0.714
25 Administrators are committed to providing quality service 4.526 3.816 0.711
23 Guarantees of satisfaction are offered to students to ensure quality service 4.000 3.292 0.708
38 I know what is expected of me 4.496 3.796 0.699
20 Administrators treat students as their top priority 4.460 3.779 0.681
21 Administrators cultivate positive relationships with students 4.327 3.646 0.681
40 My department meets as a team to plan and coordinate work 4.570 3.939 0.632
84 Administration recognizes Classified Staff as an integral part of the institution 4.629 4.000 0.629
35 Administrators have confidence and trust in me 4.504 3.878 0.626
83 ADA Accessibility standards are met throughout the campus 4.644 4.029 0.615
50 Prof. development training programs are available to assist employees in improving their job performance 4.381 3.770 0.611
46 Quality improvement teams have been established in this organization 4.345 3.761 0.584
34 This institution uses teams to solve problems 4.219 3.640 0.579
43 This institution believes in continuous quality improvement 4.473 3.955 0.518
29 Faculty and staff take pride in their work 4.711 4.211 0.500
90 The Board works to build a positive image of the college in the community 4.505 4.143 0.362