2006 Campus Quality Survey

Executive Summary:

Jean Chen
Carmen Williams
Office of Institutional Research
April 2, 2007


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 is administered at all eleven of the North Dakota University System campuses. This is the third time the instrument has been administered (initially in 2002, and again in 2004). In August 2006 the UND Office of Institutional Research (OIR) mailed out the 2006 Campus Quality Survey along with 10 NDUS-developed questions to 2,586 full and part-time faculty and staff whom had employed by the UND campus for at least one year. A total of 581 completed surveys were collected by October 2006. UND’s adjusted return rate is nearly 23%.

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 and 2006
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 2006 was observed on the statement of “This institution has “user-friendly” computer systems to assist employees and students” followed by “There are effective lines of communication between departments”. In 2004 the largest performance gap was “There are effective lines of communication between departments” and in 2002, “Employees are rewarded for outstanding job performance” was the largest challenge (largest performance gap).

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 on the 2002, 2004, and 2006 surveys as needing the greatest attention.

The five programs, services, and activities that received the highest overall satisfaction ratings are: 1) Health and nursing services, 2) Student activities, 3) Security and police services, 4) Cafeteria and food 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) Relations with other educational institutions, 4) Communicating with legislators and other politicians, and 5) Financial aid assistance and services.
Overall, the majority (74%) of UND respondents are satisfied (47%) or very satisfied (29%) with their employment at UND. This compares to 76% satisfied or very satisfied from the 2004 survey. In addition, the majority (76%) of the respondents rate their overall impression of quality at UND as either good (51%) or excellent (25%), which is up from the 2004 rating of 78%.

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