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 4.603 0.545 3.676 1.069 0.927 1.107
6 Team efforts are effective in this organization 4.534 0.585 3.647 0.923 0.887 0.967
13 Job responsibilities are communicated clearly to employees 4.647 0.565 3.544 1.128 1.103 1.117
20 Administrators treat students as their top priority 4.493 0.622 3.925 0.923 0.567 1.015
25 Administrators are committed to providing quality service 4.596 0.507 4.088 0.890 0.507 0.903
26 Employees are rewarded for outstanding job performance 4.581 0.603 2.875 1.078 1.706 1.199
30 Administrators set examples of quality services in their day-to-day performance 4.696 0.477 3.689 1.103 1.007 1.143
32 Administrators pay attention to what I have to say 4.625 0.486 3.735 1.070 0.890 1.073
33 My supervisor helps me improve my job performance 4.647 0.510 3.824 1.186 0.824 1.186
35 Administrators have confidence and trust in me 4.649 0.524 4.052 0.816 0.597 0.805
36 Administrators share information regularly with faculty and staff 4.632 0.514 3.765 1.034 0.868 1.121
41 This institution analyzes all relevant data before making decisions 4.530 0.571 3.291 0.995 1.239 1.063
  CUSTOMER FOCUS 4.433 0.660 3.658 0.968 0.775 0.996
1 This institution listens to its students 4.545 0.557 3.978 0.709 0.567 0.836
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.368 0.570 3.985 0.798 0.383 0.776
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.440 0.582 3.881 0.885 0.560 0.938
9 Employees receive special training in improving customer service 4.396 0.672 2.881 0.997 1.515 1.088
11 This institution promotes excellent employee-student relationships 4.618 0.517 3.934 0.888 0.684 0.805
14 This institution analyzes complaints to determine appropriate remedial actions 4.570 0.526 3.370 1.077 1.200 1.132
15 Student input is systematically monitored and measured as a basis for improvement 4.390 0.611 3.618 0.826 0.772 0.927
16 Student survey results are published and posted regularly 4.206 0.721 3.537 0.877 0.669 0.911
21 Administrators cultivate positive relationships with students 4.544 0.529 3.853 0.955 0.691 0.962
23 Guarantees of satisfaction are offered to students to ensure quality service 3.794 1.041 3.059 0.909 0.735 1.034
24 Students believe faculty care about what they think 4.522 0.583 3.728 0.812 0.794 0.844
25 Administrators are committed to providing quality service 4.596 0.507 4.088 0.890 0.507 0.903
39 Our services to students are "user-friendly" 4.640 0.497 3.640 1.059 1.000 1.167
  STRATEGIC QUALITY PLANNING 4.481 0.564 3.800 0.900 0.680 0.932
2 This institution involves its employees in planning for the future 4.634 0.483 3.813 0.959 0.821 1.003
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.368 0.570 3.985 0.798 0.383 0.776
14 This institution analyzes complaints to determine appropriate remedial actions 4.570 0.526 3.370 1.077 1.200 1.132
15 Student input is systematically monitored and measured as a basis for improvement 4.390 0.611 3.618 0.826 0.772 0.927
17 This institution uses state and national data to compare its performance with that of other institutions 4.375 0.632 3.949 0.792 0.426 0.766
47 This institution plans carefully 4.522 0.544 3.801 0.885 0.721 0.875
48 Employee suggestions are used to improve our institution 4.463 0.543 3.669 0.861 0.794 0.944
49 The mission, purpose and values of this institution are familiar to employees 4.522 0.544 4.199 0.718 0.324 0.643
  QUALITY ASSURANCE 4.429 0.666 3.568 0.996 0.861 1.043
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.440 0.582 3.881 0.885 0.560 0.938
7 Each department or work unit has written, up-to-date service expectations 4.455 0.622 3.152 0.961 1.303 1.077
12 Established standards and procedures define job expectations for employees 4.566 0.512 3.331 1.004 1.235 1.077
13 Job responsibilities are communicated clearly to employees 4.647 0.565 3.544 1.128 1.103 1.117
15 Student input is systematically monitored and measured as a basis for improvement 4.390 0.611 3.618 0.826 0.772 0.927
17 This institution uses state and national data to compare its performance with that of other institutions 4.375 0.632 3.949 0.792 0.426 0.766
18 This institution continually evaluates and upgrades its processes for collecting data 4.324 0.619 3.794 0.827 0.529 0.816
23 Guarantees of satisfaction are offered to students to ensure quality service 3.794 1.041 3.059 0.909 0.735 1.034
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.449 0.606 3.449 1.024 1.000 1.089
38 I know what is expected of me 4.647 0.510 4.110 0.900 0.537 0.868
44 Employees are involved in the development and improvement of performance measures 4.459 0.543 3.719 0.944 0.741 1.029
45 Written procedures clearly define who is responsible for each operation and service 4.600 0.563 3.200 1.078 1.400 1.128
  MEASUREMENT AND ANALYSIS 4.508 0.582 3.601 0.976 0.907 1.046
4 It is easy to get information at this institution 4.639 0.498 3.346 1.066 1.293 1.127
10 This institution has "user-friendly" computer systems to assist employees and students 4.694 0.463 3.463 1.045 1.231 1.169
17 This institution uses state and national data to compare its performance with that of other institutions 4.375 0.632 3.949 0.792 0.426 0.766
18 This institution continually evaluates and upgrades its processes for collecting data 4.324 0.619 3.794 0.827 0.529 0.816
22 Efforts to improve quality are paying off in this institution 4.548 0.582 3.770 0.897 0.778 0.952
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.449 0.606 3.449 1.024 1.000 1.089
36 Administrators share information regularly with faculty and staff 4.632 0.514 3.765 1.034 0.868 1.121
41 This institution analyzes all relevant data before making decisions 4.530 0.571 3.291 0.995 1.239 1.063
42 Quality improvement tools and methods are used regularly to solve problems 4.385 0.623 3.570 0.869 0.815 0.883
  QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS 4.463 0.660 3.509 1.013 0.954 1.079
7 Each department or work unit has written, up-to-date service expectations 4.455 0.622 3.152 0.961 1.303 1.077
12 Established standards and procedures define job expectations for employees 4.566 0.512 3.331 1.004 1.235 1.077
15 Student input is systematically monitored and measured as a basis for improvement 4.390 0.611 3.618 0.826 0.772 0.927
18 This institution continually evaluates and upgrades its processes for collecting data 4.324 0.619 3.794 0.827 0.529 0.816
22 Efforts to improve quality are paying off in this institution 4.548 0.582 3.770 0.897 0.778 0.952
23 Guarantees of satisfaction are offered to students to ensure quality service 3.794 1.041 3.059 0.909 0.735 1.034
27 There are effective lines of communication between departments 4.596 0.563 2.904 1.141 1.691 1.285
29 Faculty and staff take pride in their work 4.662 0.475 4.125 0.838 0.537 0.894
37 There is a spirit of teamwork and cooperation in this organization 4.615 0.532 3.644 1.123 0.970 1.209
42 Quality improvement tools and methods are used regularly to solve problems 4.385 0.623 3.570 0.869 0.815 0.883
43 This institution believes in continuous quality improvement 4.622 0.531 3.933 0.848 0.689 0.885
45 Written procedures clearly define who is responsible for each operation and service 4.600 0.563 3.200 1.078 1.400 1.128
  EMPLOYEE TRAINING AND RECOGNITION 4.533 0.577 3.384 1.044 1.149 1.108
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.560 0.582 3.172 1.044 1.388 1.110
9 Employees receive special training in improving customer service 4.396 0.672 2.881 0.997 1.515 1.088
19 Employees are empowered to resolve problems quickly 4.478 0.531 3.373 1.009 1.104 1.057
24 Students believe faculty care about what they think 4.522 0.583 3.728 0.812 0.794 0.844
26 Employees are rewarded for outstanding job performance 4.581 0.603 2.875 1.078 1.706 1.199
31 Administrators recognize faculty and staff when they do a good job 4.659 0.506 3.459 1.070 1.200 1.145
48 Employee suggestions are used to improve our institution 4.463 0.543 3.669 0.861 0.794 0.944
50 Prof. development training programs are available to assist employees in improving their job performance 4.603 0.548 3.904 0.965 0.699 1.021
  EMPLOYEE EMPOWERMENT AND TEAMWORK 4.546 0.570 3.666 1.049 0.880 1.087
6 Team efforts are effective in this organization 4.534 0.585 3.647 0.923 0.887 0.967
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.560 0.582 3.172 1.044 1.388 1.110
13 Job responsibilities are communicated clearly to employees 4.647 0.565 3.544 1.128 1.103 1.117
19 Employees are empowered to resolve problems quickly 4.478 0.531 3.373 1.009 1.104 1.057
20 Administrators treat students as their top priority 4.493 0.622 3.925 0.923 0.567 1.015
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.449 0.606 3.449 1.024 1.000 1.089
33 My supervisor helps me improve my job performance 4.647 0.510 3.824 1.186 0.824 1.186
34 This institution uses teams to solve problems 4.485 0.596 3.787 0.914 0.699 0.945
35 Administrators have confidence and trust in me 4.649 0.524 4.052 0.816 0.597 0.805
37 There is a spirit of teamwork and cooperation in this organization 4.615 0.532 3.644 1.123 0.970 1.209
40 My department meets as a team to plan and coordinate work 4.600 0.535 3.600 1.345 1.000 1.355
44 Employees are involved in the development and improvement of performance measures 4.459 0.543 3.719 0.944 0.741 1.029
46 Quality improvement teams have been established in this organization 4.485 0.620 3.926 0.813 0.559 0.814