2004 Campus Quality Survey

Executive Summary:

Jean Chen
Carmen Williams
Office of Institutional Research
February 4, 2005


The Campus Quality Survey (CQS) is a unique instrument that uses the basic structure, format, and criteria of
the Annual Presidential Award for Quality. Each survey item relates to one of eight quality elements and the
data provides more specific information about certain aspects of UND.

CQS was initially administered at all eleven of the North Dakota University System campuses in 2002. There
are both positive and negative factors revealed by the findings, providing much opportunity for analysis,
reflection, and action. The results allow UND to focus precisely on areas of need in its continuous quality
improvement process.

This is the second time CQS has been used on all NDUS campuses. In early September 2004 the UND Office
of Institutional Research (OIR) mailed out the 2004 Campus Quality Survey along with 10 NDUS-developed
questions to 2,382 full and part-time faculty and staff whom had employed by the UND campus for at least one
year. A total of 698 completed surveys were collected in October 2004. UND’s adjusted return rate is 30%.

Data obtained from the survey responses is reviewed. This includes analyses of the
1) Smallest and largest performance gap items
2) Results of the composite averages of survey items related to the eight quality cat egories
3) Results of survey data showing satisfaction ratings of UND programs, services, and activities
4) Results of survey data showing satisfaction ratings of NDUS programs, policies, and services
5) Staff ratings for employee satisfaction and impression of quality
6) Employee comments and suggestions
7) Comparative UND results between 2002 and 2004

Items with small performance gaps indicate areas within UND where employees’ expectations are close to
being met while items with large performance gaps indicate areas within UND where employees’ expectations
may not be adequately met. At UND, the largest performance gap in 2004 was observed on the statement of
“ There are effective lines of communication between departments” compared to the largest performance gap
in 2002, “Employees are rewarded for outstanding job performance”.

The eight quality categories are: 1) Top management leadership and support, 2) Employee Training and
Recognition, 3) Employee Empowerment and Teamwork, 4) Measurement and Analysis, 5) Strategic Quality
Planning, 6) Quality and Productivity Improvement Results, 7) Customer Focus, and 8) Quality Assurance. At
UND, Employee Training and Recognition has been identified during both 2002 and 2004 surveys as needing
greatest attention.

At UND, the five programs, services, and activities that received the highest overall satisfaction ratings are: 1)
Student activities, 2) Health and nursing services, 3) Continuing Education, 4) Switchboard and telephone
services, and 5) Library and learning resources. The five that received the lowest overall satisfaction ratings
are: 1) Parking for faculty and staff, 2) Communication with other departments, 3) Bookstore services, 4)
Communicating with legislators and other politicians, and 5) Relations with other educational institutions.

Five items among the ten NDUS survey questions received satisfaction mean scores below 3 (1 = strongly
disagree, 5 = strong agree) from UND employees, they are: 1) The NDUS involves employees in planning for
the future, 2) NDUS employees are empowered to resolve problems quickly, 3) There are effective lines of
communication between campuses, 4) The mission, purpose, and values of the NDUS are familiar to
employees, and 5) The NDUS plans carefully.

Overall, the majority (76%) of UND respondents are satisfied (47%) or very satisfied (29%) with their
employment at UND. In addition, the majority (78%) of the respondents rate their overall impression of quality
at UND as either good (52%) or excellent (26%).


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