Spring 2006
E-News for the CSU Quality Improvement Community
Vol. 7, No. 2
In This Issue
  
   
2006 Quality Improvement Award Winners
Featured Quality Improvement Facilitator: Celeste Day-Drake, California State University, Los Angeles

 

 Spring Customer Satisfaction Surveys
  My Survey Results Are In. Now What?
by Dr. Roseann Hogan
Quality Improvement Calendar
Events and News in Quality Improvement
 
2006 Quality Improvement Symposium Recap
 

The California State University Quality Improvement Symposium was held on February 23, 2006, at the Los Angeles Airport Crowne Plaza Hotel. The Symposium was a wonderful opportunity for delegates to network and learn through keynote speakers and various concurrent breakout sessions. Thank you to our sponsors and everyone who attended and contributed towards the success of this event! We look forward to seeing you at the 8th annual Quality Improvement Symposium to be held in Northern California in February 2007.
Key sponsors for the 2006 QI Symposium:

2006 Quality Improvement Award Winners
 
While the results of our quality improvement efforts are the true rewards for our hard work in striving to make the CSU better, there are those who deserve special recognition. Each year, we recognize these individuals and teams at the QI Symposium. See the 2006 Quality Improvement Award recipients:
Featured Quality Improvement Facilitator: Celeste Day-Drake, California State University, Los Angeles
 
As the Quality Improvement Coordinator for California State University, Los Angeles, Celeste Day-Drake hopes to increase the visibility of the QI program by publicizing the QI initiatives that affect the campus and to get all of the campus divisions involved. Celeste's goal is to make sure every director is aware of the QI initiatives and that they participate in QI activities. Read More.
Spring Customer Satisfaction Surveys
 

The annual spring customer satisfaction survey administration is nearing an end with the last survey scheduled to close on June 2, 2006. After this date, the Systemwide Quality Improvement Program will prepare to post survey results on the QI website by June 30th, 2006.

Prior to this year’s survey administration, several functional groups convened to make revisions to their survey questions in order to better assess satisfaction with their current operation. This year, ninety-five customized surveys were created for sixteen campuses in Accounting, Accounts Payable, Faculty/Staff Career Services, Student Career Services, Facilities, Financial Aid, Housing, Faculty/Staff Human Resources, MPP Human Resources, Library, Mail, Parking, Procurement, Shipping and Receiving, Student Accounts, Student Health, and University Police. For pointers on what to do with your survey results, see the article in this newsletter titled “My Survey Results Are In. Now What?” by Dr. Roseann Hogan.

If your campus would like to conduct a survey, please contact Agnes Chan at achan@calstate.edu. Survey services are free of charge to all full participation campuses.

My Survey Results Are In. Now What?

By Dr. Roseann Hogan, Assistant Vice President, Institutional Research and Assessment, California State University, East Bay (reprint from January 2006 QI Newsletter)

Many quality improvement metrics use perception or opinion surveys to gauge how satisfied customers and students are with a service or program, or to solicit information about a variety of issues. There are a few rules of thumb to keep in mind to help you clearly and credibly explain the surveys to your audience. Full Article

Quality Improvement Calendar
Date Events
July 2006
6-8

NCCI Annual Conference for more information
8-11 APPA, NACUBO, SCUP joint Conference
for more information
View the complete Quality Improvement calendar here

Ideas, comments, questions? Have news or other Quality Improvement-related information to share? Contact Robyn Pennington at rpennington@calstate.edu. Let us know what information would be helpful to include in the Quality Improvement E-News.
 
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