AQIP 2007 Systems Portfolio - San Juan College

San Juan College – AQIP Systems Portfolio- November 2007the catalog and student handbook and daily plannerand include specific procedures for appeals andhearings. Complaints and issues that cannot beaddressed by faculty advisors, counselors or midlevelprogram directors are directed to the academicdeans. If the issue is still not resolved, the student willbe directed to the appropriate vice president. Incompliance with federal regulations, Student Servicesstaff annually compiles all complaint information,tracked both in number and nature of complaints.Faculty and staff have formal grievance proceduresas noted in appropriate handbooks, available in printfrom Human Resources and online on the SJCintranet. In offices that receive formal complaints, thecomplaints and their resolutions are documented, andshared with the concerned parties.Lastly, stakeholders (both internal and external) arefrequently solicited for feedback. The feedback isused to monitor changes in satisfaction and identifyareas of needed improvement. Those areas targetedby students and staff as needing improvement, suchas academic advising process and admissionsprocesses, are analyzed so that initiatives may bedeveloped to improve satisfaction. For example, anew initiative implemented spring 2007 features“simply fabulous service” among the essentialfunction offices of Financial Aid, Admissions, andBusiness. The FAAB Express is an effort to quicklyassist students and to provide the critical “essentialfunction” services in one location. Subsequentsurveys will be used to determine if stakeholdersatisfaction has actually improved.3P7 San Juan College primarily derives stakeholdersatisfaction data from survey results, focus groups,accreditation results, program reviews (both academicand non-academic), student class evaluations andadvisory committees. The Noel-Levitz StudentSatisfaction Inventory, administered every other year,provides feedback regarding areas for improvementof existing College services and baselinecomparisons with similar institutions nationwide. TheCommunity College Survey of Student Engagement(CCSSE) is administered in in-between years toprovide information on learning-centered indicatorsand is used as a benchmarking instrument to gaugestudents’ learning experiences. Vocational andtechnical programs measure job placement rates andlicensure pass rates as well as graduate andemployer satisfaction surveys.Examples of SJC departments that regularly collectand analyze both internal and external stakeholdersatisfaction is presented below in Table 3.6.Results (R)3R1 As indicated in 3C1, primary core requirementsfor students include (1) Quality education which leadsto jobs or transfer, (2) Access (availability of classes,affordability, safe campus environment), (3) Supportiveenvironment (academic advising, financial aid,admissions, registration, childcare, special needs) and(4) Current and adequate technologyDepartmentOffice ofTechnologyServicesAuxiliaryServices -BookstoreAuxiliaryServices –CopyServicesPhysicalPlantMeasures of Stakeholder SatisfactionAnnual SurveyStudent and staffWork Order SurveyHelp Desk creates an online work orderticketCompletion of tickets prompts an automaticsatisfaction of service surveyBi-annual surveyProduct selection and qualityPricing competitivenessConvenience (hours of operation, locationand accessibility)Facilities (clean, orderly, attractive)Staff (friendly and knowledgeable)Operations (check out fast and accurate,refund procedures simple and efficient).Bi-Annual SurveyService (high quality)Pricing competitivenessFacilities (clean and orderly)Convenience (hours of operation, locationand accessibility)Staff (friendly and knowledgeable)Operations (order placing/pickup wasefficient).Work Order SurveyElectronic questionnaire sent to every 3 rdwork orderSummary results reviewed on monthlybasisQuestionnaires that are returned with fair orpoor are submitted to Assistant Director forcorrective action.Table 3.6 Stakeholder Satisfaction MethodologyEmployment or transfer – Although employer andstudent satisfaction surveys are conducted annuallywithin health sciences and trades and technologyprograms, the college needs to become more proactivein gathering and utilizing placement data. Anabbreviated example of the nursing satisfaction surveyand results are presented in Table 3.7.AQIP Category Three: Understanding Students’ and Other Stakeholders Needs 29