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 4.602 4.063 0.540
2 This institution involves its employees in planning for the future 4.591 3.795 0.795
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.377 4.120 0.257
4 It is easy to get information at this institution 4.650 3.542 1.107
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.520 3.931 0.589
6 Team efforts are effective in this organization 4.446 3.672 0.774
7 Each department or work unit has written, up-to-date service expectations 4.434 3.297 1.137
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.580 3.625 0.955
9 Employees receive special training in improving customer service 4.523 3.983 0.540
10 This institution has "user-friendly" computer systems to assist employees and students 4.718 3.073 1.644
11 This institution promotes excellent employee-student relationships 4.640 3.994 0.646
12 Established standards and procedures define job expectations for employees 4.618 3.539 1.079
13 Job responsibilities are communicated clearly to employees 4.699 3.489 1.210
14 This institution analyzes complaints to determine appropriate remedial actions 4.559 3.384 1.175
15 Student input is systematically monitored and measured as a basis for improvement 4.528 3.563 0.966
16 Student survey results are published and posted regularly 4.282 3.497 0.785
17 This institution uses state and national data to compare its performance with that of other institutions 4.407 3.904 0.503
18 This institution continually evaluates and upgrades its processes for collecting data 4.369 3.614 0.756
19 Employees are empowered to resolve problems quickly 4.441 3.497 0.944
20 Administrators treat students as their top priority 4.582 3.966 0.616
21 Administrators cultivate positive relationships with students 4.565 3.870 0.695
22 Efforts to improve quality are paying off in this institution 4.461 3.933 0.528
23 Guarantees of satisfaction are offered to students to ensure quality service 4.045 3.232 0.814
24 Students believe faculty care about what they think 4.537 3.650 0.887
25 Administrators are committed to providing quality service 4.593 4.119 0.475
26 Employees are rewarded for outstanding job performance 4.582 3.192 1.390
27 There are effective lines of communication between departments 4.596 2.775 1.820
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.554 3.282 1.271
29 Faculty and staff take pride in their work 4.746 4.181 0.565
30 Administrators set examples of quality services in their day-to-day performance 4.537 3.800 0.737
31 Administrators recognize faculty and staff when they do a good job 4.503 3.458 1.045
32 Administrators pay attention to what I have to say 4.582 3.616 0.966
33 My supervisor helps me improve my job performance 4.610 3.842 0.768
34 This institution uses teams to solve problems 4.352 3.926 0.426
35 Administrators have confidence and trust in me 4.659 4.097 0.563
36 Administrators share information regularly with faculty and staff 4.599 3.548 1.051
37 There is a spirit of teamwork and cooperation in this organization 4.667 3.780 0.887
38 I know what is expected of me 4.584 4.112 0.472
39 Our services to students are "user-friendly" 4.652 3.376 1.275
40 My department meets as a team to plan and coordinate work 4.663 3.891 0.771
41 This institution analyzes all relevant data before making decisions 4.585 3.222 1.364
42 Quality improvement tools and methods are used regularly to solve problems 4.500 3.648 0.852
43 This institution believes in continuous quality improvement 4.500 4.148 0.352
44 Employees are involved in the development and improvement of performance measures 4.455 3.841 0.614
45 Written procedures clearly define who is responsible for each operation and service 4.455 3.233 1.222
46 Quality improvement teams have been established in this organization 4.500 4.136 0.364
47 This institution plans carefully 4.576 3.791 0.785
48 Employee suggestions are used to improve our institution 4.486 3.582 0.904
49 The mission, purpose and values of this institution are familiar to employees 4.503 4.011 0.492
50 Prof. development training programs are available to assist employees in improving their job performance 4.511 4.057 0.455
82 The institution provides its adjunct faculty with feedback, support and adequate resources 4.610 2.945 1.665
83 ADA accessibility standards are met throughout the campus 4.677 3.646 1.030
84 Administration recognizes Classified Staff as an integral part of the institution 4.634 3.561 1.073
85 The Board of Trustees visibly recognizes and celebrates positive accomplishments of the college and its employees 4.537 3.738 0.799
86 Communication of information is satisfactory throughout the various levels of the college 4.650 2.865 1.785
87 Employees are encouraged and rewarded for continuing their education and upgrading their skills 4.579 3.421 1.159
88 Evaluation of all college personnel is consistent at every level of the institution 4.573 2.683 1.890
89 Administration and departments take into consideration that “trickle-down” effect of their decisions 4.634 2.988 1.646
90 The Board works to build a positive image of the college and the community 4.612 4.127 0.485
91 Off-campus sites are integrated fully into the institutions operations 4.598 3.152 1.445
51 Library and learning resources 3.860
52 Personnel/human resource services 4.136
53 Recruitment and orientation of new employees 3.771
54 Security/police services 3.842
55 Maintenance and custodial services 4.368
56 Cafeteria and food services 3.201
57 Student admissions and registration services 3.977
58 Marketing, advertising, and public relations 3.467
59 Communication with other departments 2.860
60 Career information and planning services 3.633
61 Relations with other educational institutions 3.815
62 Financial aid assistance and services 3.921
63 Research and planning services 3.421
64 Counseling and student advisement services 4.242
65 Budget planning and coordination 3.662
66 Parking for faculty and staff 3.587
67 Computer information systems and services 2.741
68 Communicating with legislators and other politicians 3.938
69 Payroll services 4.291
70 Business office services 4.023
71 Bookstore services 3.950
72 Basic skills/developmental/alternative programs 3.637
73 Affirmative action 3.642
74 Curriculum planning, design, and coordination 3.777
75 Media, audio visual, technology services 3.698
76 Switchboard and telephone services 4.341
77 Student activities 3.977
78 Health and nursing services 3.795
79 Relationships with the private sector and business community 4.021
80 Continuing education and community programs and services 4.133