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 4.589 0.571 3.687 1.081 0.901 1.117
6 Team efforts are effective in this organization 4.446 0.553 3.672 0.914 0.774 0.869
13 Job responsibilities are communicated clearly to employees 4.699 0.484 3.489 1.036 1.210 1.040
20 Administrators treat students as their top priority 4.582 0.662 3.966 0.929 0.616 1.011
25 Administrators are committed to providing quality service 4.593 0.537 4.119 0.848 0.475 0.873
26 Employees are rewarded for outstanding job performance 4.582 0.599 3.192 1.086 1.390 1.173
30 Administrators set examples of quality services in their day-to-day performance 4.537 0.595 3.800 0.971 0.737 1.034
32 Administrators pay attention to what I have to say 4.582 0.559 3.616 1.118 0.966 1.128
33 My supervisor helps me improve my job performance 4.610 0.554 3.842 1.278 0.768 1.300
35 Administrators have confidence and trust in me 4.659 0.573 4.097 1.007 0.563 0.954
36 Administrators share information regularly with faculty and staff 4.599 0.546 3.548 1.172 1.051 1.217
41 This institution analyzes all relevant data before making decisions 4.585 0.579 3.222 1.021 1.364 1.168
  CUSTOMER FOCUS 4.494 0.629 3.752 0.926 0.743 0.949
1 This institution listens to its students 4.602 0.586 4.063 0.787 0.540 0.868
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.377 0.630 4.120 0.760 0.257 0.748
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.520 0.555 3.931 0.855 0.589 0.885
9 Employees receive special training in improving customer service 4.523 0.614 3.983 0.774 0.540 0.827
11 This institution promotes excellent employee-student relationships 4.640 0.526 3.994 0.785 0.646 0.784
14 This institution analyzes complaints to determine appropriate remedial actions 4.559 0.592 3.384 0.929 1.175 0.982
15 Student input is systematically monitored and measured as a basis for improvement 4.528 0.604 3.563 0.899 0.966 0.985
16 Student survey results are published and posted regularly 4.282 0.682 3.497 1.001 0.785 0.891
21 Administrators cultivate positive relationships with students 4.565 0.591 3.870 0.923 0.695 0.952
23 Guarantees of satisfaction are offered to students to ensure quality service 4.045 0.811 3.232 0.934 0.814 1.008
24 Students believe faculty care about what they think 4.537 0.631 3.650 0.834 0.887 0.859
25 Administrators are committed to providing quality service 4.593 0.537 4.119 0.848 0.475 0.873
39 Our services to students are "user-friendly" 4.652 0.501 3.376 1.030 1.275 1.119
  STRATEGIC QUALITY PLANNING 4.504 0.593 3.768 0.923 0.735 0.972
2 This institution involves its employees in planning for the future 4.591 0.617 3.795 0.946 0.795 0.993
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.377 0.630 4.120 0.760 0.257 0.748
14 This institution analyzes complaints to determine appropriate remedial actions 4.559 0.592 3.384 0.929 1.175 0.982
15 Student input is systematically monitored and measured as a basis for improvement 4.528 0.604 3.563 0.899 0.966 0.985
17 This institution uses state and national data to compare its performance with that of other institutions 4.407 0.597 3.904 0.824 0.503 0.813
47 This institution plans carefully 4.576 0.529 3.791 1.026 0.785 1.028
48 Employee suggestions are used to improve our institution 4.486 0.555 3.582 0.914 0.904 1.021
49 The mission, purpose and values of this institution are familiar to employees 4.503 0.595 4.011 0.846 0.492 0.854
  QUALITY ASSURANCE 4.472 0.622 3.587 0.997 0.886 1.046
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.520 0.555 3.931 0.855 0.589 0.885
7 Each department or work unit has written, up-to-date service expectations 4.434 0.611 3.297 1.002 1.137 1.079
12 Established standards and procedures define job expectations for employees 4.618 0.552 3.539 1.003 1.079 1.076
13 Job responsibilities are communicated clearly to employees 4.699 0.484 3.489 1.036 1.210 1.040
15 Student input is systematically monitored and measured as a basis for improvement 4.528 0.604 3.563 0.899 0.966 0.985
17 This institution uses state and national data to compare its performance with that of other institutions 4.407 0.597 3.904 0.824 0.503 0.813
18 This institution continually evaluates and upgrades its processes for collecting data 4.369 0.637 3.614 0.887 0.756 0.890
23 Guarantees of satisfaction are offered to students to ensure quality service 4.045 0.811 3.232 0.934 0.814 1.008
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.554 0.620 3.282 1.123 1.271 1.236
38 I know what is expected of me 4.584 0.506 4.112 0.836 0.472 0.797
44 Employees are involved in the development and improvement of performance measures 4.455 0.593 3.841 0.984 0.614 0.991
45 Written procedures clearly define who is responsible for each operation and service 4.455 0.603 3.233 1.046 1.222 1.201
  MEASUREMENT AND ANALYSIS 4.538 0.586 3.530 1.029 1.008 1.117
4 It is easy to get information at this institution 4.650 0.502 3.542 0.988 1.107 1.014
10 This institution has "user-friendly" computer systems to assist employees and students 4.718 0.451 3.073 1.187 1.644 1.324
17 This institution uses state and national data to compare its performance with that of other institutions 4.407 0.597 3.904 0.824 0.503 0.813
18 This institution continually evaluates and upgrades its processes for collecting data 4.369 0.637 3.614 0.887 0.756 0.890
22 Efforts to improve quality are paying off in this institution 4.461 0.593 3.933 0.800 0.528 0.838
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.554 0.620 3.282 1.123 1.271 1.236
36 Administrators share information regularly with faculty and staff 4.599 0.546 3.548 1.172 1.051 1.217
41 This institution analyzes all relevant data before making decisions 4.585 0.579 3.222 1.021 1.364 1.168
42 Quality improvement tools and methods are used regularly to solve problems 4.500 0.641 3.648 0.849 0.852 0.889
  QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS 4.493 0.624 3.578 0.999 0.915 1.043
7 Each department or work unit has written, up-to-date service expectations 4.434 0.611 3.297 1.002 1.137 1.079
12 Established standards and procedures define job expectations for employees 4.618 0.552 3.539 1.003 1.079 1.076
15 Student input is systematically monitored and measured as a basis for improvement 4.528 0.604 3.563 0.899 0.966 0.985
18 This institution continually evaluates and upgrades its processes for collecting data 4.369 0.637 3.614 0.887 0.756 0.890
22 Efforts to improve quality are paying off in this institution 4.461 0.593 3.933 0.800 0.528 0.838
23 Guarantees of satisfaction are offered to students to ensure quality service 4.045 0.811 3.232 0.934 0.814 1.008
27 There are effective lines of communication between departments 4.596 0.615 2.775 1.060 1.820 1.175
29 Faculty and staff take pride in their work 4.746 0.437 4.181 0.784 0.565 0.782
37 There is a spirit of teamwork and cooperation in this organization 4.667 0.485 3.780 0.937 0.887 0.916
42 Quality improvement tools and methods are used regularly to solve problems 4.500 0.641 3.648 0.849 0.852 0.889
43 This institution believes in continuous quality improvement 4.500 0.555 4.148 0.808 0.352 0.786
45 Written procedures clearly define who is responsible for each operation and service 4.455 0.603 3.233 1.046 1.222 1.201
  EMPLOYEE TRAINING AND RECOGNITION 4.520 0.595 3.630 0.978 0.890 1.035
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.580 0.599 3.625 0.866 0.955 0.906
9 Employees receive special training in improving customer service 4.523 0.614 3.983 0.774 0.540 0.827
19 Employees are empowered to resolve problems quickly 4.441 0.592 3.497 1.056 0.944 1.091
24 Students believe faculty care about what they think 4.537 0.631 3.650 0.834 0.887 0.859
26 Employees are rewarded for outstanding job performance 4.582 0.599 3.192 1.086 1.390 1.173
31 Administrators recognize faculty and staff when they do a good job 4.503 0.595 3.458 1.071 1.045 1.172
48 Employee suggestions are used to improve our institution 4.486 0.555 3.582 0.914 0.904 1.021
50 Prof. development training programs are available to assist employees in improving their job performance 4.511 0.576 4.057 0.905 0.455 0.887
  EMPLOYEE EMPOWERMENT AND TEAMWORK 4.554 0.586 3.772 1.027 0.782 1.054
6 Team efforts are effective in this organization 4.446 0.553 3.672 0.914 0.774 0.869
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.580 0.599 3.625 0.866 0.955 0.906
13 Job responsibilities are communicated clearly to employees 4.699 0.484 3.489 1.036 1.210 1.040
19 Employees are empowered to resolve problems quickly 4.441 0.592 3.497 1.056 0.944 1.091
20 Administrators treat students as their top priority 4.582 0.662 3.966 0.929 0.616 1.011
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.554 0.620 3.282 1.123 1.271 1.236
33 My supervisor helps me improve my job performance 4.610 0.554 3.842 1.278 0.768 1.300
34 This institution uses teams to solve problems 4.352 0.668 3.926 0.914 0.426 0.989
35 Administrators have confidence and trust in me 4.659 0.573 4.097 1.007 0.563 0.954
37 There is a spirit of teamwork and cooperation in this organization 4.667 0.485 3.780 0.937 0.887 0.916
40 My department meets as a team to plan and coordinate work 4.663 0.520 3.891 1.075 0.771 1.101
44 Employees are involved in the development and improvement of performance measures 4.455 0.593 3.841 0.984 0.614 0.991
46 Quality improvement teams have been established in this organization 4.500 0.576 4.136 0.810 0.364 0.781