Summary of Support/Classified Staff Perceptions of Performance on Indivdual Survey Items
In Descending Order of How it Should Be
1 - Strongly disagree
2 - Disagree
3 - Uncertain
4 - Agree
5 - Strongly Agree
    Campus -- Service -- Service -- Service --
    How It How It How It Is Performance
Item   Should Be   Should Be   Now Gap  
No. Item Mean St. Dev. Mean St. Dev. Mean St. Dev. Mean St. Dev.
30 Administrators set examples of quality services in their day-to-day performance 4.696 0.477 4.759 0.435 3.414 1.150 1.345 1.233
10 This institution has "user-friendly" computer systems to assist employees and students 4.694 0.463 4.700 0.466 3.533 1.008 1.167 1.234
86 Communication of information is satisfactory throughout the various levels of the college 4.688 0.482 4.679 0.476 2.643 0.989 2.036 1.138
29 Faculty and staff take pride in their work 4.662 0.475 4.600 0.498 3.767 1.006 0.833 1.117
31 Administrators recognize faculty and staff when they do a good job 4.659 0.506 4.700 0.535 2.967 1.129 1.733 1.285
35 Administrators have confidence and trust in me 4.649 0.524 4.633 0.556 4.000 0.830 0.633 0.850
84 Administration recognizes Classified Staff as an integral part of the institution 4.648 0.625 4.643 0.621 3.250 1.005 1.393 1.227
13 Job responsibilities are communicated clearly to employees 4.647 0.565 4.700 0.466 3.433 1.357 1.267 1.311
33 My supervisor helps me improve my job performance 4.647 0.510 4.667 0.479 3.833 1.234 0.833 1.206
38 I know what is expected of me 4.647 0.510 4.633 0.490 3.900 1.125 0.733 1.081
39 Our services to students are "user-friendly" 4.640 0.497 4.600 0.498 3.467 1.042 1.133 1.252
4 It is easy to get information at this institution 4.639 0.498 4.621 0.494 3.276 0.922 1.345 0.936
2 This institution involves its employees in planning for the future 4.634 0.483 4.600 0.498 3.533 1.042 1.067 1.048
36 Administrators share information regularly with faculty and staff 4.632 0.514 4.633 0.556 3.267 1.230 1.367 1.326
32 Administrators pay attention to what I have to say 4.625 0.486 4.633 0.490 3.300 1.236 1.333 1.241
43 This institution believes in continuous quality improvement 4.622 0.531 4.500 0.630 3.767 0.774 0.733 0.828
11 This institution promotes excellent employee-student relationships 4.618 0.517 4.533 0.507 3.567 0.858 0.967 0.718
87 Employees are encouraged and rewarded for continuing their education and upgrading their skills 4.616 0.550 4.571 0.504 3.214 1.134 1.357 1.129
37 There is a spirit of teamwork and cooperation in this organization 4.615 0.532 4.600 0.498 3.233 1.251 1.367 1.351
50 Prof. development training programs are available to assist employees in improving their job performance 4.603 0.548 4.567 0.626 3.533 1.137 1.033 1.098
40 My department meets as a team to plan and coordinate work 4.600 0.535 4.600 0.563 3.267 1.507 1.333 1.493
45 Written procedures clearly define who is responsible for each operation and service 4.600 0.563 4.633 0.556 2.733 1.081 1.900 1.094
90 The Board works to build a positive image of the college in the community 4.600 0.554 4.643 0.488 4.107 0.567 0.536 0.693
25 Administrators are committed to providing quality service 4.596 0.507 4.533 0.571 3.967 0.928 0.567 0.971
27 There are effective lines of communication between departments 4.596 0.563 4.833 0.379 2.367 1.159 2.467 1.279
82 The institution provides its adjunct faculty with feedback, support, and adequate resources 4.592 0.661 4.464 0.744 3.036 0.744 1.429 1.069
83 ADA Accessibility standards are met throughout the campus 4.584 0.612 4.571 0.634 3.500 0.923 1.071 1.184
26 Employees are rewarded for outstanding job performance 4.581 0.603 4.567 0.679 2.533 0.973 2.033 1.159
14 This institution analyzes complaints to determine appropriate remedial actions 4.570 0.526 4.600 0.498 3.067 1.172 1.533 1.306
12 Established standards and procedures define job expectations for employees 4.566 0.512 4.567 0.504 2.967 1.066 1.600 1.163
88 Evaluation of all college personnel is consistent at every level of the institution 4.560 0.588 4.464 0.693 2.393 0.916 2.071 1.184
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.560 0.582 4.533 0.571 3.100 1.062 1.433 1.135
89 Administration and departments take into consideration the "trickle-down" effect of their decisions 4.552 0.602 4.536 0.637 2.679 1.156 1.857 1.353
22 Efforts to improve quality are paying off in this institution 4.548 0.582 4.433 0.626 3.667 0.844 0.767 0.898
1 This institution listens to its students 4.545 0.557 4.633 0.490 3.833 0.592 0.800 0.761
21 Administrators cultivate positive relationships with students 4.544 0.529 4.567 0.568 3.733 0.944 0.833 1.053
6 Team efforts are effective in this organization 4.534 0.585 4.567 0.504 3.667 0.922 0.900 0.960
41 This institution analyzes all relevant data before making decisions 4.530 0.571 4.433 0.568 3.067 0.868 1.367 1.066
91 Off-campus sites are integrated fully into institutionís operations 4.524 0.604 4.464 0.576 3.393 0.916 1.071 0.979
24 Students believe faculty care about what they think 4.522 0.583 4.533 0.681 3.500 0.861 1.033 0.964
47 This institution plans carefully 4.522 0.544 4.467 0.507 3.700 0.750 0.767 0.728
49 The mission, purpose and values of this institution are familiar to employees 4.522 0.544 4.400 0.621 4.067 0.640 0.333 0.606
20 Administrators treat students as their top priority 4.493 0.622 4.567 0.504 3.967 0.890 0.600 1.070
85 The Board of Trustees visibly recognizes and celebrates positive accomplishments of the college and its employees 4.488 0.577 4.500 0.638 3.750 1.005 0.750 1.005
34 This institution uses teams to solve problems 4.485 0.596 4.467 0.629 3.400 0.855 1.067 0.944
46 Quality improvement teams have been established in this organization 4.485 0.620 4.400 0.675 3.800 0.847 0.600 0.724
19 Employees are empowered to resolve problems quickly 4.478 0.531 4.367 0.490 3.133 1.042 1.233 1.194
48 Employee suggestions are used to improve our institution 4.463 0.543 4.400 0.563 3.333 0.884 1.067 1.112
44 Employees are involved in the development and improvement of performance measures 4.459 0.543 4.367 0.615 3.200 1.126 1.167 1.315
7 Each department or work unit has written, up-to-date service expectations 4.455 0.622 4.448 0.632 2.828 0.966 1.621 1.115
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.449 0.606 4.433 0.728 2.933 1.143 1.500 1.383
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.440 0.582 4.333 0.661 3.600 0.932 0.733 0.980
9 Employees receive special training in improving customer service 4.396 0.672 4.300 0.702 2.500 0.820 1.800 1.186
15 Student input is systematically monitored and measured as a basis for improvement 4.390 0.611 4.267 0.691 3.467 0.776 0.800 1.064
42 Quality improvement tools and methods are used regularly to solve problems 4.385 0.623 4.200 0.664 3.500 0.820 0.700 0.750
17 This institution uses state and national data to compare its performance with that of other institutions 4.375 0.632 4.267 0.583 3.733 0.785 0.533 0.730
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.368 0.570 4.276 0.649 3.897 0.724 0.379 0.561
18 This institution continually evaluates and upgrades its processes for collecting data 4.324 0.619 4.233 0.568 3.767 0.728 0.467 0.629
16 Student survey results are published and posted regularly 4.206 0.721 4.100 0.662 3.367 0.850 0.733 0.868
23 Guarantees of satisfaction are offered to students to ensure quality service 3.794 1.041 3.733 1.015 2.900 0.845 0.833 1.262