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Highest Employee Satisfaction - And Aiming Higher

Jan. 14, 2003 12:45 PM | Author: Ellen-Earle Chaffee, President | Updated: Jan. 16th, 2003 7:16 PM
Faculty and staff rated Valley City State University on eight key quality dimensions last fall, and they rated the university higher than the national average for four-year institutions on all eight, and higher than the NDUS average for four-year institutions on all except for one tie score.

The testing company stated in its final report that, "VCSU levels of satisfaction (83%) are higher than the overall NDUS average (75% combined satisfied and very satisfied). VCSU respondent overall impression of quality ratings (84%) are above the average NDUS (75% combined excellent or good). VCSU has the highest rating of the four year campuses for both of these items. These high ratings indicate that a favorable organizational climate is perceived by most survey respondents."

VCSU scores were highest on customer focus (highest, at 3.54 on a 5-point scale), measurement and analysis, and strategic quality planning. The lowest scores " but still at or above national and state averages " were for employee training and recognition (lowest, at 3.21), quality assurance (tie with NDUS score), and quality and productivity improvement results. In the mid-range were top management leadership and support and employee empowerment and teamwork.

The report noted that there is general support at VCSU for continuous quality improvement and the use of teams. Employee rewards/recognition, communication, and customer service training stand out as areas for further work. The report recommended commending personnel in the following areas for their commitment to providing quality services: switchboard and telephone services; payroll services; business services; media, audio visual, and technology services; and student activities.

The report recommended that the university work on improving communication among departments; research and planning services; marketing, advertising, and public relations; and basic skills and developmental programs.

The Executive Team is planning activities throughout spring semester to celebrate the outstanding results of both this survey and the student survey. In addition, the Executive Team welcomes and will be soliciting recommendations on next steps toward even better results in the future.

A total of 87 people completed the survey, including 34 support staff, 32 faculty and department chairs, and 21 administrative/professional staff. The complete report is extremely long. Individuals or groups who wish to understand the results in further detail are encouraged to contact Glen Schmalz.
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