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2007 Business Operations Surveys

The 2007 annual Staff Human Resources (SHR) and Purchasing surveys were conducted between May and June of 2007. The Purchasing survey had 220 respondents (12 academic and 208 staff). The SHR survey had 192 respondents (4 academic and 188 staff).

For results from the Financial Administrative Services and Transactions (FAST)/Accounts Payable Office survey, please go to FAST survey web page.

The Survey Instrument

Unlike the past two annual surveys, where each unit asked the same five basic questions, this year units were encouraged to develop a list of questions that were specific to their unit. Three questions from previous surveys were included to continue long-term tracking of those satisfaction rates.

The survey questions allowed respondents to rate both the importance and performance of functions or services provided by each unit. The results of this type of survey show the gaps between customer expectations and satisfaction, which helps staff prioritize improvements to their systems and services.

Charts

There are three different types of charts used to display the quantitative data collected in each survey:

• Importance-performance charts: Each chart shows the average importance score given by respondents, as well as the average performance (or satisfaction) score given for each question asked. There are four versions of this chart for each unit, with the data displayed in different orders: original question order, ranked by highest importance, ranked by highest satisfaction, and ranked by biggest gap between importance and satisfaction. By clicking on the unit name below, you'll be taken to one page with all four charts for that unit.
• Purchasing importance-performance
• Staff Human Resources importance-performance


• Top 2-Bottom 2 box rankings: Each chart shows the percentages of those who were "extremely or very" satisfied compared with those who were "not very or not at all" satisfied for each question asked. This provides the reader with a sense of what is behind each "average" satisfaction score.
• Purchasing Top 2-Bottom 2
• Staff Human Resources Top 2-Bottom 2


• Longitudinal questions: Each chart shows the importance and performance scores of the three questions asked on previous surveys, showing a comparison of these scores over the past three years.
• Purchasing longitudinal data
• Staff Human Resources longitudinal data

Text Comments

Each survey allowed respondents to comment on the unit conducting the survey. A one-page listing of common themes in those comments (issues cited by multiple respondents) is available for each unit, along with suggestions for specific service improvements in those units.

• Purchasing comments
• Staff Human Resources comments

Next Steps

Each unit will develop an action plan to address the concerns voiced during these surveys; these lists will be posted to this web site by mid-Fall Quarter, 2007.