AQIP 2007 Systems Portfolio - San Juan College

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San Juan College – AQIP Systems Portfolio- November 2007HelpDeskTicketsNumberofTicketsRatingAverage2002 2003 2004 2005 2006 20072395 2414 4161 3615 3385 2609*4.85 4.70 4.65 4.73 4.73 4.79*Table 3.9 Help Desk Satisfaction Trend Dataleaders are on call and assist the lab assistants whileon duty. Shift leaders also have monthly meetings inwhich problems and challenges that have occurredduring the month are discussed and addressed withthe lab assistants.3R2 SJC has been administering the CCSSE sincespring 2002. Table 3.11 summarizes SJC’srelationship building benchmark score results overtime as well as the 2006 comparison with otherCCSSEE colleges in SJC’s enrollment range.3R3 BookstoreIn 2002, stakeholder satisfaction was surveyed by theBookstore. Results of the Bookstore Satisfactionsurvey indicated that the bookstore was too small andadditional cashiers were needed to alleviate longwaiting in lines. Survey results were cited in theDepartment’s request to be moved to a larger andmore accessible location on campus. In 2004, thenew 9,338 square foot bookstore was opened(compared to the previous 3,625 square footage).Percentage rating “excellent” or “good” excluding “n/a” Students Faculty StaffRate the effectiveness of OTS communications to the campus community 73% 81% 86%Rate the convenience of the full campus wireless network 84% N/A N/ARate the involvement, leadership, and participation of OTS management in the campuscommunityN/a 77% 85%Rate OTS support of the Datatel Colleague administrative systems N/A N/A 84%Rate satisfaction with WebCT and other learning technologies N/A 61% N/AReliability for accessing campus network from on-campus locations N/A 86% 89%Reliability for accessing network services from off-campus locations 73% 72% 75%Reliability of Help Desk services 68% 75% 76%Rate of appropriateness of Help Desk hours 71% 74% 79%Rate the effectiveness of technical support labs, classrooms and office computer systems N/A 77% 77%Rate overall experience with campus media equipment managed by OTS 71% 80% 88%Reliability of hardware and software in labs, classrooms and other general purpose areas 77% 85% N/ARate the services provided by campus Lab Assistants 65% 49% N/ARate access to open labs considering equipment availability and lab hours 78% N/A N/ARate the degree to which OTS understands and supports the institution’s learningtechnology goals, vision and objectivesN/A 82% N/ATable 3.10 2006-2007 Student, Faculty and Staff Survey ResultsAQIP Category Three: Understanding Students’ and Other Stakeholders Needs 32
San Juan College – AQIP Systems Portfolio- November 2007Benchmark 2002 2004 2006 Other MediumColleges (2006)Participated in a community based project as part of a regularcoarse ( 1= never to 4 = very often)Discussed grades or an assignment with an instructor( 1= never to 4 = very often)Used the internet or instant messaging to work on anassignment ( 1= never to 4 = very often)Received prompt feedback from instructors on performance(1 = never to 4 = very often)Provided the support needed to succeed at this college(1 = very little to 4 = very much)Quality of relationship with instructors(1= unavailable to 7 = available, helpful, sympathetic)Quality of relationship with administrative personnel and offices(1= unhelpful to 7 = helpful, considerate, flexible)Table 3.11 CCSSEE BenchmarksSubsequent survey results have led to additionalhours of operations and a new point of sales system(electronic scanning). Table 3.12 show trend results1998-2006 (A = Excellent, B = Good, C = Satisfactory,D = Unsatisfactory and F = Failed).Physical PlantPhysical plant service questionnaire results from 2002– 2007 are presented in Figure 3.3.1.35 1.33 1.32 1.272.58 2.64 2.60 2.472.24 2.90 2.81 2.752.75 2.75 2.76 2.643.18 3.01 3.14 2.905.74 5.64 5.71 5.634.99 4.93 5.04 4.91steadily increased its assets the past five years toclose to $20 million. Figure 3.5 shows annualcorporate and donor support.$22,000,000SJC Foundation Assets$20,000,000$18,003,570$18,000,000$16,811,905$15,581,168$16,000,000$15,005,847$14,204,638$19,889,121$14,000,000$12,000,000$10,000,0002002 2003 2004 2005 2006 2007Figure 3.4 SJC Foundation Assets$3,000,000$2,500,000$2,425,742$2,000,000$1,590,731$1,500,000$1,284,457$1,439,681$1,137,517Figure 3.3 Physical Plant Satisfaction Survey Results3R4 Results for building relationships with keystakeholders include the more than 50 active advisorycouncils, for the College and its programs. In addition,Figure 3.4 shows community and corporate donorsupport of the San Juan College Foundation hasAQIP Category Three: Understanding Students’ and Other Stakeholders Needs 33$1,000,000$500,000$0$899,3622002 2003 2004 2005 2006 2007Figure 3.5 SJC Foundation Annual Support
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