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 4.461 0.625 3.437 1.138 1.024 1.261
6 Team efforts are effective in this organization 4.289 0.700 3.202 0.988 1.088 1.085
13 Job responsibilities are communicated clearly to employees 4.496 0.629 3.133 1.130 1.363 1.330
20 Administrators treat students as their top priority 4.460 0.708 3.779 0.942 0.681 1.088
25 Administrators are committed to providing quality service 4.526 0.583 3.816 0.965 0.711 0.993
26 Employees are rewarded for outstanding job performance 4.417 0.607 2.852 1.223 1.565 1.433
30 Administrators set examples of quality services in their day-to-day performance 4.566 0.565 3.593 1.066 0.973 1.168
32 Administrators pay attention to what I have to say 4.443 0.624 3.417 1.199 1.026 1.308
33 My supervisor helps me improve my job performance 4.465 0.641 3.439 1.304 1.026 1.454
35 Administrators have confidence and trust in me 4.504 0.568 3.878 1.027 0.626 1.127
36 Administrators share information regularly with faculty and staff 4.465 0.627 3.737 1.089 0.728 1.192
41 This institution analyzes all relevant data before making decisions 4.442 0.597 2.965 0.990 1.478 1.211
  CUSTOMER FOCUS 4.340 0.676 3.336 0.963 1.004 1.086
1 This institution listens to its students 4.487 0.626 3.643 0.786 0.843 0.961
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.336 0.607 3.212 1.039 1.124 1.166
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.416 0.594 3.513 0.888 0.903 0.991
9 Employees receive special training in improving customer service 4.254 0.829 2.456 0.970 1.798 1.298
11 This institution promotes excellent employee-student relationships 4.465 0.641 3.684 0.779 0.781 0.849
14 This institution analyzes complaints to determine appropriate remedial actions 4.307 0.640 3.000 0.950 1.307 1.213
15 Student input is systematically monitored and measured as a basis for improvement 4.283 0.661 3.212 0.773 1.071 0.988
16 Student survey results are published and posted regularly 4.062 0.698 2.832 0.999 1.230 1.165
21 Administrators cultivate positive relationships with students 4.327 0.687 3.646 0.823 0.681 0.919
23 Guarantees of satisfaction are offered to students to ensure quality service 4.000 0.756 3.292 0.776 0.708 0.932
24 Students believe faculty care about what they think 4.469 0.613 3.681 0.827 0.788 0.940
25 Administrators are committed to providing quality service 4.526 0.583 3.816 0.965 0.711 0.993
39 Our services to students are "user-friendly" 4.478 0.599 3.372 0.918 1.106 1.089
  STRATEGIC QUALITY PLANNING 4.366 0.626 3.333 0.972 1.033 1.115
2 This institution involves its employees in planning for the future 4.478 0.640 3.496 1.063 0.983 1.256
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.336 0.607 3.212 1.039 1.124 1.166
14 This institution analyzes complaints to determine appropriate remedial actions 4.307 0.640 3.000 0.950 1.307 1.213
15 Student input is systematically monitored and measured as a basis for improvement 4.283 0.661 3.212 0.773 1.071 0.988
17 This institution uses state and national data to compare its performance with that of other institutions 4.211 0.631 3.404 0.859 0.807 0.967
47 This institution plans carefully 4.478 0.628 3.336 1.049 1.142 1.141
48 Employee suggestions are used to improve our institution 4.393 0.575 3.277 0.997 1.116 1.121
49 The mission, purpose and values of this institution are familiar to employees 4.446 0.583 3.732 0.859 0.714 0.934
  QUALITY ASSURANCE 4.328 0.657 3.277 1.001 1.051 1.150
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.416 0.594 3.513 0.888 0.903 0.991
7 Each department or work unit has written, up-to-date service expectations 4.158 0.771 2.728 0.924 1.430 1.175
12 Established standards and procedures define job expectations for employees 4.395 0.647 3.026 1.043 1.368 1.236
13 Job responsibilities are communicated clearly to employees 4.496 0.629 3.133 1.130 1.363 1.330
15 Student input is systematically monitored and measured as a basis for improvement 4.283 0.661 3.212 0.773 1.071 0.988
17 This institution uses state and national data to compare its performance with that of other institutions 4.211 0.631 3.404 0.859 0.807 0.967
18 This institution continually evaluates and upgrades its processes for collecting data 4.281 0.645 3.325 0.955 0.956 1.059
23 Guarantees of satisfaction are offered to students to ensure quality service 4.000 0.756 3.292 0.776 0.708 0.932
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.526 0.568 3.456 1.184 1.070 1.295
38 I know what is expected of me 4.496 0.584 3.796 0.956 0.699 1.085
44 Employees are involved in the development and improvement of performance measures 4.327 0.619 3.558 0.896 0.770 1.044
45 Written procedures clearly define who is responsible for each operation and service 4.351 0.580 2.886 1.062 1.465 1.242
  MEASUREMENT AND ANALYSIS 4.410 0.639 3.322 1.062 1.088 1.204
4 It is easy to get information at this institution 4.522 0.597 3.122 1.125 1.400 1.176
10 This institution has "user-friendly" computer systems to assist employees and students 4.456 0.730 3.105 1.207 1.351 1.402
17 This institution uses state and national data to compare its performance with that of other institutions 4.211 0.631 3.404 0.859 0.807 0.967
18 This institution continually evaluates and upgrades its processes for collecting data 4.281 0.645 3.325 0.955 0.956 1.059
22 Efforts to improve quality are paying off in this institution 4.451 0.655 3.566 0.953 0.885 1.116
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.526 0.568 3.456 1.184 1.070 1.295
36 Administrators share information regularly with faculty and staff 4.465 0.627 3.737 1.089 0.728 1.192
41 This institution analyzes all relevant data before making decisions 4.442 0.597 2.965 0.990 1.478 1.211
42 Quality improvement tools and methods are used regularly to solve problems 4.336 0.635 3.221 0.942 1.115 1.155
  QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS 4.374 0.665 3.277 1.047 1.097 1.190
7 Each department or work unit has written, up-to-date service expectations 4.158 0.771 2.728 0.924 1.430 1.175
12 Established standards and procedures define job expectations for employees 4.395 0.647 3.026 1.043 1.368 1.236
15 Student input is systematically monitored and measured as a basis for improvement 4.283 0.661 3.212 0.773 1.071 0.988
18 This institution continually evaluates and upgrades its processes for collecting data 4.281 0.645 3.325 0.955 0.956 1.059
22 Efforts to improve quality are paying off in this institution 4.451 0.655 3.566 0.953 0.885 1.116
23 Guarantees of satisfaction are offered to students to ensure quality service 4.000 0.756 3.292 0.776 0.708 0.932
27 There are effective lines of communication between departments 4.496 0.612 2.704 1.147 1.791 1.430
29 Faculty and staff take pride in their work 4.711 0.528 4.211 0.770 0.500 0.854
37 There is a spirit of teamwork and cooperation in this organization 4.553 0.566 3.219 1.143 1.333 1.260
42 Quality improvement tools and methods are used regularly to solve problems 4.336 0.635 3.221 0.942 1.115 1.155
43 This institution believes in continuous quality improvement 4.473 0.629 3.955 0.874 0.518 0.977
45 Written procedures clearly define who is responsible for each operation and service 4.351 0.580 2.886 1.062 1.465 1.242
  EMPLOYEE TRAINING AND RECOGNITION 4.382 0.657 3.171 1.123 1.211 1.259
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.351 0.678 2.912 1.069 1.439 1.205
9 Employees receive special training in improving customer service 4.254 0.829 2.456 0.970 1.798 1.298
19 Employees are empowered to resolve problems quickly 4.325 0.617 3.088 1.125 1.237 1.271
24 Students believe faculty care about what they think 4.469 0.613 3.681 0.827 0.788 0.940
26 Employees are rewarded for outstanding job performance 4.417 0.607 2.852 1.223 1.565 1.433
31 Administrators recognize faculty and staff when they do a good job 4.470 0.597 3.348 1.076 1.122 1.186
48 Employee suggestions are used to improve our institution 4.393 0.575 3.277 0.997 1.116 1.121
50 Prof. development training programs are available to assist employees in improving their job performance 4.381 0.698 3.770 1.061 0.611 1.153
  EMPLOYEE EMPOWERMENT AND TEAMWORK 4.418 0.650 3.462 1.122 0.956 1.238
6 Team efforts are effective in this organization 4.289 0.700 3.202 0.988 1.088 1.085
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.351 0.678 2.912 1.069 1.439 1.205
13 Job responsibilities are communicated clearly to employees 4.496 0.629 3.133 1.130 1.363 1.330
19 Employees are empowered to resolve problems quickly 4.325 0.617 3.088 1.125 1.237 1.271
20 Administrators treat students as their top priority 4.460 0.708 3.779 0.942 0.681 1.088
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.526 0.568 3.456 1.184 1.070 1.295
33 My supervisor helps me improve my job performance 4.465 0.641 3.439 1.304 1.026 1.454
34 This institution uses teams to solve problems 4.219 0.713 3.640 0.988 0.579 1.120
35 Administrators have confidence and trust in me 4.504 0.568 3.878 1.027 0.626 1.127
37 There is a spirit of teamwork and cooperation in this organization 4.553 0.566 3.219 1.143 1.333 1.260
40 My department meets as a team to plan and coordinate work 4.570 0.665 3.939 1.236 0.632 1.292
44 Employees are involved in the development and improvement of performance measures 4.327 0.619 3.558 0.896 0.770 1.044
46 Quality improvement teams have been established in this organization 4.345 0.665 3.761 0.928 0.584 0.970