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 4.487 3.643 0.843
2 This institution involves its employees in planning for the future 4.478 3.496 0.983
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.336 3.212 1.124
4 It is easy to get information at this institution 4.522 3.122 1.400
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.416 3.513 0.903
6 Team efforts are effective in this organization 4.289 3.202 1.088
7 Each department or work unit has written, up-to-date service expectations 4.158 2.728 1.430
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.351 2.912 1.439
9 Employees receive special training in improving customer service 4.254 2.456 1.798
10 This institution has "user-friendly" computer systems to assist employees and students 4.456 3.105 1.351
11 This institution promotes excellent employee-student relationships 4.465 3.684 0.781
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
14 This institution analyzes complaints to determine appropriate remedial actions 4.307 3.000 1.307
15 Student input is systematically monitored and measured as a basis for improvement 4.283 3.212 1.071
16 Student survey results are published and posted regularly 4.062 2.832 1.230
17 This institution uses state and national data to compare its performance with that of other institutions 4.211 3.404 0.807
18 This institution continually evaluates and upgrades its processes for collecting data 4.281 3.325 0.956
19 Employees are empowered to resolve problems quickly 4.325 3.088 1.237
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
22 Efforts to improve quality are paying off in this institution 4.451 3.566 0.885
23 Guarantees of satisfaction are offered to students to ensure quality service 4.000 3.292 0.708
24 Students believe faculty care about what they think 4.469 3.681 0.788
25 Administrators are committed to providing quality service 4.526 3.816 0.711
26 Employees are rewarded for outstanding job performance 4.417 2.852 1.565
27 There are effective lines of communication between departments 4.496 2.704 1.791
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.526 3.456 1.070
29 Faculty and staff take pride in their work 4.711 4.211 0.500
30 Administrators set examples of quality services in their day-to-day performance 4.566 3.593 0.973
31 Administrators recognize faculty and staff when they do a good job 4.470 3.348 1.122
32 Administrators pay attention to what I have to say 4.443 3.417 1.026
33 My supervisor helps me improve my job performance 4.465 3.439 1.026
34 This institution uses teams to solve problems 4.219 3.640 0.579
35 Administrators have confidence and trust in me 4.504 3.878 0.626
36 Administrators share information regularly with faculty and staff 4.465 3.737 0.728
37 There is a spirit of teamwork and cooperation in this organization 4.553 3.219 1.333
38 I know what is expected of me 4.496 3.796 0.699
39 Our services to students are "user-friendly" 4.478 3.372 1.106
40 My department meets as a team to plan and coordinate work 4.570 3.939 0.632
41 This institution analyzes all relevant data before making decisions 4.442 2.965 1.478
42 Quality improvement tools and methods are used regularly to solve problems 4.336 3.221 1.115
43 This institution believes in continuous quality improvement 4.473 3.955 0.518
44 Employees are involved in the development and improvement of performance measures 4.327 3.558 0.770
45 Written procedures clearly define who is responsible for each operation and service 4.351 2.886 1.465
46 Quality improvement teams have been established in this organization 4.345 3.761 0.584
47 This institution plans carefully 4.478 3.336 1.142
48 Employee suggestions are used to improve our institution 4.393 3.277 1.116
49 The mission, purpose and values of this institution are familiar to employees 4.446 3.732 0.714
50 Prof. development training programs are available to assist employees in improving their job performance 4.381 3.770 0.611
82 The institution provides its adjunct faculty with feedback, support, and adequate resources 4.390 3.476 0.914
83 ADA Accessibility standards are met throughout the campus 4.644 4.029 0.615
84 Administration recognizes Classified Staff as an integral part of the institution 4.629 4.000 0.629
85 The Board of Trustees visibly recognizes and celebrates positive accomplishments of the college and its employees 4.562 3.724 0.838
86 Communication of information is satisfactory throughout the various levels of the college 4.337 2.721 1.615
87 Employees are encouraged and rewarded for continuing their education and upgrading their skills 4.438 2.933 1.505
88 Evaluation of all college personnel is consistent at every level of the institution 4.486 3.010 1.476
89 Administration and departments take into consideration the "trickle-down" effect of their decisions 4.352 3.533 0.819
90 The Board works to build a positive image of the college in the community 4.505 4.143 0.362
91 Off-campus sites are integrated fully into institutionís operations 4.390 3.219 1.171
51 Library and learning resources 3.568
52 Personnel/human resource services 3.746
53 Recruitment and orientation of new employees 3.009
54 Security/police services 3.420
55 Maintenance and custodial services 3.173
56 Cafeteria and food services 2.786
57 Student admissions and registration services 2.981
58 Marketing, advertising, and public relations 3.457
59 Communication with other departments 2.645
60 Career information and planning services 3.485
61 Relations with other educational institutions 3.494
62 Financial aid assistance and services 3.446
63 Research and planning services 3.099
64 Counseling and student advisement services 3.124
65 Budget planning and coordination 3.232
66 Parking for faculty and staff 3.320
67 Computer information systems and services 3.057
68 Communicating with legislators and other politicians 3.688
69 Payroll services 4.164
70 Business office services 3.925
71 Bookstore services 3.320
72 Basic skills/developmental/alternative programs 3.677
73 Affirmative action 3.397
74 Curriculum planning, design, and coordination 3.495
75 Media, audio visual, technology services 3.067
76 Switchboard and telephone services 3.765
77 Student activities 3.367
78 Health and nursing services 3.143
79 Relationships with the private sector and business community 3.771
80 Continuing education and community programs and services 3.245