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 4.569 0.577 3.636 1.106 0.933 1.131
6 Team efforts are effective in this organization 4.595 0.602 3.792 0.953 0.804 0.986
13 Job responsibilities are communicated clearly to employees 4.609 0.513 3.515 1.134 1.095 1.130
20 Administrators treat students as their top priority 4.527 0.664 3.870 0.967 0.657 1.086
25 Administrators are committed to providing quality service 4.577 0.584 4.083 0.785 0.494 0.766
26 Employees are rewarded for outstanding job performance 4.515 0.588 2.690 1.144 1.825 1.267
30 Administrators set examples of quality services in their day-to-day performance 4.626 0.594 3.860 1.002 0.766 0.984
32 Administrators pay attention to what I have to say 4.556 0.565 3.678 1.110 0.877 1.086
33 My supervisor helps me improve my job performance 4.550 0.576 3.708 1.249 0.842 1.190
35 Administrators have confidence and trust in me 4.641 0.517 4.071 0.825 0.571 0.848
36 Administrators share information regularly with faculty and staff 4.596 0.527 3.544 1.169 1.053 1.261
41 This institution analyzes all relevant data before making decisions 4.465 0.597 3.200 0.983 1.265 1.102
  CUSTOMER FOCUS 4.403 0.714 3.545 0.997 0.859 1.017
1 This institution listens to its students 4.604 0.559 3.982 0.760 0.621 0.801
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.325 0.603 3.249 0.999 1.077 1.058
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.512 0.629 3.685 0.949 0.827 0.973
9 Employees receive special training in improving customer service 4.385 0.699 2.970 1.032 1.414 1.246
11 This institution promotes excellent employee-student relationships 4.598 0.601 3.947 0.847 0.651 0.840
14 This institution analyzes complaints to determine appropriate remedial actions 4.497 0.637 3.331 1.067 1.166 1.122
15 Student input is systematically monitored and measured as a basis for improvement 4.371 0.663 3.449 0.862 0.922 0.944
16 Student survey results are published and posted regularly 4.041 0.780 2.912 0.922 1.129 1.035
21 Administrators cultivate positive relationships with students 4.488 0.655 3.906 0.865 0.582 0.819
23 Guarantees of satisfaction are offered to students to ensure quality service 3.734 1.049 3.024 0.938 0.710 1.082
24 Students believe faculty care about what they think 4.488 0.588 3.782 0.846 0.706 0.875
25 Administrators are committed to providing quality service 4.577 0.584 4.083 0.785 0.494 0.766
39 Our services to students are "user-friendly" 4.620 0.544 3.760 0.998 0.860 1.113
  STRATEGIC QUALITY PLANNING 4.456 0.622 3.537 0.991 0.919 1.047
2 This institution involves its employees in planning for the future 4.592 0.649 3.598 1.054 0.994 1.193
3 This institution regularly conducts surveys to evaluate the quality of its programs and services 4.325 0.603 3.249 0.999 1.077 1.058
14 This institution analyzes complaints to determine appropriate remedial actions 4.497 0.637 3.331 1.067 1.166 1.122
15 Student input is systematically monitored and measured as a basis for improvement 4.371 0.663 3.449 0.862 0.922 0.944
17 This institution uses state and national data to compare its performance with that of other institutions 4.276 0.653 3.647 0.817 0.629 0.806
47 This institution plans carefully 4.541 0.597 3.576 0.984 0.965 1.026
48 Employee suggestions are used to improve our institution 4.518 0.546 3.424 1.042 1.094 1.105
49 The mission, purpose and values of this institution are familiar to employees 4.529 0.557 4.018 0.887 0.512 0.905
  QUALITY ASSURANCE 4.395 0.692 3.448 1.042 0.947 1.090
5 Students have a way to provide feedback on their level of satisfaction with school programs and services 4.512 0.629 3.685 0.949 0.827 0.973
7 Each department or work unit has written, up-to-date service expectations 4.434 0.725 3.054 1.034 1.380 1.109
12 Established standards and procedures define job expectations for employees 4.536 0.557 3.304 1.172 1.232 1.262
13 Job responsibilities are communicated clearly to employees 4.609 0.513 3.515 1.134 1.095 1.130
15 Student input is systematically monitored and measured as a basis for improvement 4.371 0.663 3.449 0.862 0.922 0.944
17 This institution uses state and national data to compare its performance with that of other institutions 4.276 0.653 3.647 0.817 0.629 0.806
18 This institution continually evaluates and upgrades its processes for collecting data 4.271 0.632 3.518 0.879 0.753 0.922
23 Guarantees of satisfaction are offered to students to ensure quality service 3.734 1.049 3.024 0.938 0.710 1.082
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.462 0.566 3.327 1.116 1.135 1.158
38 I know what is expected of me 4.655 0.501 4.158 0.942 0.497 0.948
44 Employees are involved in the development and improvement of performance measures 4.444 0.576 3.633 0.955 0.811 1.000
45 Written procedures clearly define who is responsible for each operation and service 4.435 0.624 3.053 1.084 1.382 1.241
  MEASUREMENT AND ANALYSIS 4.468 0.613 3.520 1.023 0.948 1.074
4 It is easy to get information at this institution 4.643 0.582 3.512 1.204 1.131 1.250
10 This institution has "user-friendly" computer systems to assist employees and students 4.704 0.483 3.846 0.976 0.858 1.031
17 This institution uses state and national data to compare its performance with that of other institutions 4.276 0.653 3.647 0.817 0.629 0.806
18 This institution continually evaluates and upgrades its processes for collecting data 4.271 0.632 3.518 0.879 0.753 0.922
22 Efforts to improve quality are paying off in this institution 4.462 0.664 3.751 0.918 0.710 0.876
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.462 0.566 3.327 1.116 1.135 1.158
36 Administrators share information regularly with faculty and staff 4.596 0.527 3.544 1.169 1.053 1.261
41 This institution analyzes all relevant data before making decisions 4.465 0.597 3.200 0.983 1.265 1.102
42 Quality improvement tools and methods are used regularly to solve problems 4.331 0.643 3.337 0.925 0.994 1.003
  QUALITY AND PRODUCTIVITY IMPROVEMENT RESULTS 4.418 0.696 3.464 1.057 0.954 1.098
7 Each department or work unit has written, up-to-date service expectations 4.434 0.725 3.054 1.034 1.380 1.109
12 Established standards and procedures define job expectations for employees 4.536 0.557 3.304 1.172 1.232 1.262
15 Student input is systematically monitored and measured as a basis for improvement 4.371 0.663 3.449 0.862 0.922 0.944
18 This institution continually evaluates and upgrades its processes for collecting data 4.271 0.632 3.518 0.879 0.753 0.922
22 Efforts to improve quality are paying off in this institution 4.462 0.664 3.751 0.918 0.710 0.876
23 Guarantees of satisfaction are offered to students to ensure quality service 3.734 1.049 3.024 0.938 0.710 1.082
27 There are effective lines of communication between departments 4.556 0.575 2.994 1.244 1.561 1.329
29 Faculty and staff take pride in their work 4.747 0.449 4.265 0.718 0.482 0.723
37 There is a spirit of teamwork and cooperation in this organization 4.626 0.532 3.754 1.089 0.871 1.120
42 Quality improvement tools and methods are used regularly to solve problems 4.331 0.643 3.337 0.925 0.994 1.003
43 This institution believes in continuous quality improvement 4.512 0.557 4.053 0.748 0.459 0.697
45 Written procedures clearly define who is responsible for each operation and service 4.435 0.624 3.053 1.084 1.382 1.241
  EMPLOYEE TRAINING AND RECOGNITION 4.515 0.591 3.324 1.130 1.191 1.199
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.584 0.605 2.946 1.135 1.639 1.227
9 Employees receive special training in improving customer service 4.385 0.699 2.970 1.032 1.414 1.246
19 Employees are empowered to resolve problems quickly 4.394 0.609 3.412 1.102 0.982 1.204
24 Students believe faculty care about what they think 4.488 0.588 3.782 0.846 0.706 0.875
26 Employees are rewarded for outstanding job performance 4.515 0.588 2.690 1.144 1.825 1.267
31 Administrators recognize faculty and staff when they do a good job 4.602 0.514 3.480 1.144 1.123 1.174
48 Employee suggestions are used to improve our institution 4.518 0.546 3.424 1.042 1.094 1.105
50 Prof. development training programs are available to assist employees in improving their job performance 4.633 0.519 3.882 1.017 0.751 0.975
  EMPLOYEE EMPOWERMENT AND TEAMWORK 4.523 0.594 3.603 1.096 0.920 1.125
6 Team efforts are effective in this organization 4.595 0.602 3.792 0.953 0.804 0.986
8 Processes for selecting, orienting, training, empowering and recognizing employees are carefully planned 4.584 0.605 2.946 1.135 1.639 1.227
13 Job responsibilities are communicated clearly to employees 4.609 0.513 3.515 1.134 1.095 1.130
19 Employees are empowered to resolve problems quickly 4.394 0.609 3.412 1.102 0.982 1.204
20 Administrators treat students as their top priority 4.527 0.664 3.870 0.967 0.657 1.086
28 Employees are encouraged to provide suggestions on ways to improve the work flow 4.462 0.566 3.327 1.116 1.135 1.158
33 My supervisor helps me improve my job performance 4.550 0.576 3.708 1.249 0.842 1.190
34 This institution uses teams to solve problems 4.409 0.620 3.702 0.939 0.708 0.931
35 Administrators have confidence and trust in me 4.641 0.517 4.071 0.825 0.571 0.848
37 There is a spirit of teamwork and cooperation in this organization 4.626 0.532 3.754 1.089 0.871 1.120
40 My department meets as a team to plan and coordinate work 4.594 0.601 3.553 1.337 1.041 1.325
44 Employees are involved in the development and improvement of performance measures 4.444 0.576 3.633 0.955 0.811 1.000
46 Quality improvement teams have been established in this organization 4.361 0.650 3.538 0.939 0.822 0.953