Mesa College Reprographics Point-of-Service Survey Item Analysis Spring 2009

Mesa College Reprographics Point-of-Service Survey Item Analysis Spring 2009 Prepared by: May 2009

Overview and Purpose Instrumentation The Reprographics Office at Mesa College is used by employees to obtain printing products and services delivered on time at competitive prices as well as mail services to the campus community. Reprographics fulfills this mission by creating and maintaining an environment that produces responsiveness to all those they serve Whatever It Takes. Services available to employees are: Mail receiving and distribution Faculty test bank materials Word processing Art work Reprographic services Voice Mail set-up for adjunct faculty Compilation of office and phone information for Mesa faculty and staff for phone directory Set-up of contract and adjunct mailboxes and phone lists for distribution of mail and student communication to instructors High quality color printing for all Mesa and other sites within the District Black and white printing/copying for all Mesa Campus and other sites within District As part of the college s on-going effort to provide and maintain high quality service to employees, Mesa College participated in an evaluation process aimed at assessing employee satisfaction with the Reprographics Office. The timing of this survey effort was prompted by the upcoming college accreditation site visit scheduled for Fall 2010. Therefore, in consultation with the Office of Institutional Research and Planning at the San Diego Community College District, Administrative Services staff developed a point-of-service survey to evaluate employee satisfaction with Reprographics services during the Spring 2009 semester. The referenced previous accreditation point-of-service surveys and worked with Administrative Services staff to develop and confirm the survey questions. The survey instrument contained 15 questions and took approximately 3 to 5 minutes for employees to complete. A copy of the survey is provided in Appendix A. For reporting purposes, questions are not referred to in question order; rather they are clustered into 2 general areas: (1) Satisfaction with Services contained questions evaluating employee satisfaction with customer services. Employees were asked to rate 11 questions according to a Likert-type scale ranging from 1-Strongly Disagree to 5-Strongly Agree. The scale included a mid-point, 3-Neither Agree nor Disagree and employees were instructed to select 6-Not Applicable if they had not received the service. Agreement with a statement equated to satisfaction with service(s), while disagreement with a statement equated to dissatisfaction with service(s). (2) Open-Ended Questions asked employees to provide additional comments about what they liked best about the service, what they would change about the service, and if they would like someone to contact them for follow-up purposes. Please note that for purposes of confidentiality, employee contact information was not included in the report. 2

Methodology Mesa College Reprographics Survey Item Analysis The method of data collection for the point-of-service survey was an online survey. Employees who had used the services were instructed to access the survey directly from a URL link in a survey invitation or from a web page hosted by the. Employees using services at the office site were given a paper invitation to the survey. Additionally, to capture those employees who may have used online services only, employees on the college listserv received an e-mail invitation to the survey. Finally, in an effort to contact employees who may have used the department s services but may not necessarily be employed at Mesa College, employees on the District, City College, and Miramar College listservs also received an e-mail invitation to the survey. In an effort to maximize employee response, two "reminder" emails were sent prior to the end of data collection. The first was sent via the District, City College, Mesa College and Miramar College listservs. In an effort to avoid potential survey contact fatigue yet maintain a focus on employees with the highest likelihood of receiving services, the final reminder email was sent to the Mesa College listserv only. 3

Survey Results Satisfaction with Services Mesa College Reprographics Survey Item Analysis A total of 129 surveys were returned. It is likely that there was insufficient data collected to render the results reliable and representative of the population of service users during the data collection timeframe. Consequently, this study should be considered a pilot study. Results reflect the opinions of only those employees who took the survey and may not reflect the opinions of the general population. Table 1. Employee Satisfaction with Reprographics Services Satisfaction Statements Total N Strongly Disagree Disagree Neither Agree/ Disagree Agree Strongly Agree General Service Perception Staff Knowledge/ Communication Skills The mail delivery system meets my needs. 118 7% 8% 10% 22% 53% I was treated courteously by the staff. 122 4% 4% 7% 25% 60% The staff was attentive to my needs. 123 5% 4% 10% 19% 63% The assistance I received from this department was useful. Overall, I am satisfied with the services I received. I feel comfortable returning for additional services if I need them. Reprographic orders were processed with professional results. The staff was knowledgeable and able to answer my questions. 123 5% 2% 9% 27% 58% 123 7% 4% 10% 25% 54% 123 5% 2% 8% 26% 59% 125 4% 6% 3% 27% 59% 118 4% 4% 11% 24% 57% Convenience/ Timeliness/ Availability of Service The e-mail printing process is easy to use. 114 4% 3% 8% 23% 63% The in-office wait time for service was reasonable. The office hours were convenient to meet my needs. Source: Spring 2009 Point-of-Service Survey 105 5% 5% 5% 27% 59% 121 1% 2% 7% 28% 62% Employee Comments Employees comments to the open-ended questions are listed in Appendix B. Comments are listed verbatim and are edited with **** only in the case of profanity or to protect an individual s identity in evaluative questions. 4

Appendix A: Survey Instrument 5

EVALUATION OF SERVICES Reprographics We are pleased that you have visited Reprographics and now are asking for your feedback. Please take a few minutes to answer some questions about our service. Your suggestions and opinions are important to us. The responses will be evaluated and changes or improvements will be made in an effort to provide you with better services. Your responses will be kept completely confidential. Thanks for your participation! Please select only one answer per question. 1. Where did you receive the service(s)? 1 -- City College 2 -- Mesa College 3 -- Miramar College Please rate your level of agreement with the statements regarding service(s) you received according to the scale below. If you did not receive a service select Not Applicable. 1 2 3 4 5 6 Strongly Disagree Disagree Neither Agree Strongly Agree Not Applicable Agree/Disagree 2. The e-mail printing process is easy to use. 3. The in-office wait time for service was reasonable. 4. Reprographic orders were processed with professional results. 5. The mail delivery system meets my needs. 6. I was treated courteously by the staff. 7. The staff was attentive to my needs. 8. The staff was knowledgeable and able to answer my questions. 9. The assistance I received from this department was useful. 10. The office hours were convenient to meet my needs. 11. Overall, I am satisfied with the services I received. 12. I feel comfortable returning for additional services if I need them. 13. What did you like best about the service you received here? 14. If you could change one thing about this department or service, what would it be? 15. Would you like someone to contact you about your concerns? If so, please leave your name and phone number/e-mail. (optional) Thank you for taking the survey! Please select [NEXT] to submit your responses. 6

Appendix B: Respondent Comments 7

What did you like best about the service you received here? 1. A staff member took additional time to assist me in my initial use of the scantron machine. 2. accurate 3. Always helpful and always done on time. 4. Anyttime I have asked **** for help she has given 100%. She serves the campus in the most professional way especially with powerpoints, special projects and (thank goodness) COLOR COPIES! **** is one in a million. 5. Color printing! 6. convience and turn-around is good. 7. Copies are always properly completed. 8. Courteous and helpful staff!!! 9. Courteous service and a willingness to help with challenging orders 10. Effort made to be accommodating 11. Everything because the staff is very knowledgeable and helpful. 12. FAST, CONVIENENT, FRIENDLY SERVICE 13. Fast, efficient, professional, personable 14. Filling out and sending work orders using the Web. 15. friendliness and willing to find out what should work best to meet my needs 16. Friendly staff 17. Friendly staff. 18. Friendly, courteous staff. Always willing to go the extra mile. 19. Great attitude from every employee! 20. Great people. Fantastic and professional jobs done. A true asset to our campus. 21. I always use the on-line service and it is great! 22. I like that I can send my job request through the website and it is always ready and waiting for me when I go to pick it up. 23. I like that it is amazingly quick, always surprising me with material ready before time. I also enjoy interacting with the people working there. I think the department has just gotten better and better throughout the years! Superlative service! Thank you. 24. I submitted a job late, and they graciously delivered my job on time anyway 25. I want to commend this department on the improvements it has made in recent years. 26. It is prompt and staff members are both friendly and helpful. 27. It was reliable. When I emailed my requests,i did not have to worry about whether my order would be ready. 28. It works. 29. **** was good about sending me updated adjunct & contract mail/phone list information each semester. 30. No matter the amount of lead time I am able to provide, Repro. is very good about being able to get the job done - they go the extra mile to complete the work in a timely manner. 31. nothing 32. On-campus services are convenient. 33. ONE person is very knowledgeable, efficient, and pleasant. 34. Online ordering of repro service. 35. Ordinarily I have received good, very friendly, attentive service. The beginning of this semester has been an exption, I hope. 36. ****! 37. Placing orders from my home computer!! Couldn't be easier! And, of course, the staff is always cheerful! 38. printing quality 39. professional quality. 40. PROMPTNESS AND ON TIME 41. Quick response to requests 42. Quick Turn around and Good Quality 8

43. Repro employees are the most under paid, under appreciated, and hard working people on campus 44. Repro is always on top of things! They often have my online orders done days before my request date. I love the online services. I can order anything anytime! Good Job Repro! 45. Staff helpfull and knowlegable. 46. Staff willing to go the extra mile for emergency copies, even when the emergency could have been prevented on our end. 47. That you can send in repro orders online and in multiple formats 48. The convenience, and the staff 49. The email printing system is a wonderful advancement. 50. The fact that I don't have to do the copying, collating, stapling, etc. I appreciate everything this office does for me. 51. The fact that you have at least one person who knows enough sign language to accommodate the Deaf faculty members. 52. The friendly contact with the Repro staff and the fact that they watch my back. 53. The new requirements and the attitude of the staff, especially the supervisor, was condescending and rigid. U=I have worked at Mesa for over thirty years and never met with this kind of attitude even in other times of sever economic stress. The attitude and policies are utterly uncalled for. 54. The office staff is always friendly, professional, and will try (as logistically feasible) to help a faculty in a reprographic emergency. 55. The online submission; service orientation of staff; walk up service prior to classes 56. The people are great. 57. The professionalism of the staff 58. The prompt service at the counter. 59. The quality of print is OK. 60. The Reprographics staff goes above and beyond to meet the needs of the Mesa College Dance Program. They are exceptional. 61. The service is dependable and timely. 62. The service is great as long as one does not have an emergency. 63. The staf are friendly and willing to find an answer if they don't know. 64. The staff - professional, courteous, prompt, reliable 65. the staff are very helpful. Work is very timely and professional 66. The staff have always been service oriented and have gone above and beyond to get my job done in time when I was under a deadline. 67. the staff is always friendly and helpful and the work is always complete and correct. 68. The staff is courteous and efficient. Projects get done professionally and on time. They are helpful if you have a question. 69. the staff is wonderful, congenia, and talented 70. They are generally very good. I had one bad experience where I wanted to talk to one of the employees in the department and that person refused to talk with me. 71. They are professional and kind at the same time. I appreciate their hard work. 72. they are very helpful and courteous and do the work in a timely manner. 73. They are very helpful with the professors. 74. They do a superb job. 75. They go out of their way to make sure you get what you need. 76. This department goes out of their way to meet instructors' needs. 77. Utilizing on-line services 78. very helpful, courteous personnel. 79. Very professional services! 80. When counter service is quick and efficient. 9

If you could change one thing about this department or service, what would it be? 1. 1. email work orders with repro footers! 2. repro jobs checked for quality. 3. phone directories too late, formatted incorrectly! 2. Access to scantron outside of mailroom 3. Add a new video phone for Deaf faculty members--especially for the adjunct instructors. 4. allow the staff - faculty - to be the judge of what is an unreasonable request and what is just bureaucratic BS. 5. be more specific on turn around time for the request 6. Better access to zeroxing service 7. Better budget reporting system. Online pricing calculator. 8. can't think of any right now. 9. can't think of anything 10. Cannot think of anything at this time 11. communication on project production in a more timely manner. 12. Cross training to improve having to go from one person to another to get an answer 13. Easier on-line service; accept other file formats (Powerpoint; etc) 14. email delivery or internet delivery of orders doesn't always go through. 15. Flexibility, especially for walk-up service. 16. Friendliness---sometimes 17. **** needs help with customer service and personal body needs. 18. Get them some help. 19. Getting orders on time. It doesn't seem like a lot to ask to get 15 copies of something on white paper within 24 hours. 20. GIVE MORE RECOGNITION TO THE WORKERS THERE. 21. Give them all raises. 22. Have employees briefly look over web sent items and if they don't look right (formatting) give a call so we can check it out. Web site sometimes results in format changes. 23. Hire more staff - the people you have are doing a great job under terrible circumstances. They need more hands. 24. Hire two people to replace the staff who have retired. 25. HOURS- ESP. IN K202 26. How can these people serve all of us? It's impossible! They need hourly help so they can flex with our request levels. They need to replace **** for word processing because none of us can afford a secretary to do this. I think the mail people have struggled (Some of them--others have been great). They seem to have problems with decision making sometimes. 27. I cannot think of anything to change. Nothing has ever come up before as in need of change. 28. I think Repro does an excellent job. 29. If by the first question e-mail you mean sending material via the web then Yes I love it. If you mean send it by e-mail I would love to see that done instead of having to pull up the Mesa website and going through the hoops to send in a document. Please consider allowing e-mail for sending in documents to be printed. 30. If you limit us to one thing, overall I would say the administration of the office, but I mean that in these specific ways:1. The staff is not sufficiently empowered to provide some basic services and information. The response to many questions is, I have to ask the supervisor, who's often not there or if there, is unavailable. Supervisors in our district are VERY busy. Rather than professionalizing the staff to the advantage of the college, they seem to be sort of infantilized. They are not empowered to be proactive in basic matters. This could be changed and should be. 2. Color service often fails to meet the needs of the college. A three-day turnaround for in-house color orders is required (even for very small jobs) according to the front desk staff. In some cases, the work is accomplished sooner, but the end user can't count on that. The supervisor, who again, is often not on site or is unavailable, is the only one who's "allowed" to use the color copier or elect to accommodate special requests. This is a model that hurts the college. 3. Chargebacks 10

aren't itemized, they're untrackable, and aren't always timely. 4. Tt would be nice if the online service would accept all MS Office file formats (even if we can convert files to pdfs). 5. I would like to be able to work more collaboratively on projects, feeling welcome to come up and work with the machines and operators on special projects.6. The "receipt" from the online service should include all of the order information and a price. 7. Overall, the operation can have an "old school" institutional feel about it. Very top down and like a factory. Ordering something common and simple online works well. Outside vendors can be better to work with for color jobs, special orders, or jobs requiring special attention. Honestly and respectfully submitted. I'm sorry these comments don't reflect all the many positive things the office does for the campus every day. 31. it would be nice if they can be able to learn American Sign Language (ASL) in order to communicate with Deaf faculties. 32. it would be nice if they learn American Sign Language in order to communicate with deaf colleagues. It's a lot easier to communicate in ASL rather than writing. 33. It would be nice to not have to re-enter the information in order to request another order. ie name department etc. 34. It would be nice to receive District reports from Miramar IT location to arrive in our office in the morning, so if there are any problems found on reports, they can be worked on before staff leaves for the day. 35. Leadership 36. Less hostility. 37. Location. 38. Mail service is vital. It needs to be twice daily. Notify campus in advance of changes in schedule. 39. Make certain faculty know what SPECIFIC word processing program they must use when submitting material on-line. I've had too many recent formatting errors. 40. More staffing 41. MY TEACHING IS NEGATIVELY IMPACTED BY THE AMOUNT OF COPIES I CAN ASK FOR AND HOW MUCH ADVANCE NOTICE I HAVE TO GIVE THEM. THIS IS THE WORST SITUATION I HAVE ENCOUNTERED IN THE 20 PLUS YEARS I HAVE BEEN TEACHING. IT IS INSANE!!!! FRUSTRATING! I feel like a child playing "Mother May I". 42. None. 43. nothing 44. Nothing 45. Nothing at this time. 46. Nothing comes to mind. Seems to work beautifully. 47. Nothing now, but I would have changed the last supervisor, who was condescending and downright testy. Fortunately she retired. The new one is a gem! 48. Nothing to change, they go above and beyond consistently. 49. Nothing! 50. On-line order form should be able to "remember" my name, office, phone, etc when I need to place multiple orders at the same time 51. One self service copier for emergencies. 52. Problems recently with a lot of mail being put in our mailroom that belong to other depts. We have to take extra time to figure out who the person is or where their mail should go. 53. Provide them with additional staff to help accomodate their work load. 54. Receipt of critical IT reports, should be tailor by department needs and the nature of the job/task. For example, our reports to process financial aid run during the night cycle, but we do not receive the reports until the 3:00 pm mail delivery shift, and those not delivered by 3:00 pm are delivered the following morning (9:00 am). 55. Problems, these reports contain the names of students whose records need to be reviewed, have problems that need immediate attention, or include the test disbursement of aid that if not evaluated and reported any record that should be removed based on new information contained in the other reports may thrigger an overpayment due to adminitrative error and the college "office" is responsible for repaying the funds back to the Dept. Ohter times the district is waiting our 11

response on a particular report and everything has to be delayed until we can provide out input. Those are just two examples on how receiving the reports by 3:00 pm affects students and the overall operation of this office. 56. Repro needs to have the two full time positions filled...or at least one of them. 57. Repro should concern itself with filling the printing orders accurately and in a timely fashion. It is not their responsibility to POLICE orders. If a department has an issue with printing going over budget, then the department should deal with it. I was also put someone in charge with common sense and people skills. 58. Some of the staff are a bit rude and could learn some customer service. 59. That there would be a line on the e-mail form that says Title so that we could just write Syllabus page 5 (The paper form has this line.) But this is a minor issue compared with the superlative job that you guys are doing! 60. That walk up service does not exist when classes are out. The day after the last class there are still necessary things to be copied, all the more urgent because it was the end of the semester; only ten walk-up copies due to staff shortage -- surely temps can be brought in who can collate and run a xerox machine????? Staff is strong and cheery overall, but these last weeks have been crummy. I hope that is due to low staffing, but, again, surely the college could near immediately find a replacement during these difficult times. Reprographics is not an area in which to save money during such a critical time in the school year. 61. The bad attitude of the **** who works the counter. 62. the delivery time to the offices sometimes is delayed for some reason 63. The hours posted on the door are not always consistent with the day, esp. during the breaks and on Sat. 64. The lowered limit for emergeny copies. I woul keep track of use to deny service to abusers, not to all. 15 copies maximum is equal to sending us to Kinkos. Who has 15 students? 65. the management. 66. The on-line ordering system should have the option of submitting multiple orders. IN other words, at the end when it gives you the option to order more reproductions, the system should keep your order info populated [name, office, account number, etc]. When you order 5-10 items and have to re-type all of the info every time, it's not really convenient. Thank you 67. The on-line service does not accept all forms of document formats making it difficult to send via the on-line service. 68. The only thing is sometimes there are little mistakes, but they are not unreasonable. 69. The wait time should be considerably shorter. Compared to other community colleges Mesa Colleges Reprographic service is extremely slow. A few times my assignments were not printed by the time I needed them. And, every time that happens, not only it is very inconvenient for my students and me, but it also waists precious recourses that we all are striving to save. 70. The **** is very rude and defensive whenever there is a question or a problem. She has no "people skills" and creates a tense environment. Many others feel the same! 71. They are now badly understaffed which is just now undermining their turnaround time. 72. They need more people. This is a crime making them provide work as short handed as they are. 73. They need the capacity to receive larger files via the online form. 74. timely return of timely submitted repro materials 75. We could and should do so much better producing a decent employee directory. A photocopied list just doesn't cut it. Take a look at the online directory on the Grossmont site; that's what we need. 12