ASSESSMENT REPORT

FOR

                                         


Physical Plant Department                                                
Administrative or Educational Support Unit

September 2003 to August 2004
Assessment Period Covered

July 21, 2004
Date Submitted

Expanded Statement of Institutional Purpose Linkage:
Institutional Mission/Goal(s) Reference:
Texas A&M International University, a Member of the Texas A&M University System, is committed to the preparation of students for leadership roles in their chosen profession and in an increasingly complex, culturally diverse state, national, and global society …  Through instruction, faculty and student research, and public service, Texas A&M International University is a strategic point of delivery for well-defined programs and services that improve the quality of life for citizens of the border region, the State of Texas, and national and international communities.

Administrative or Educational Support Unit Mission Statement:
The mission of the Physical Plant Department is to maintain the buildings, grounds, utilities, and real property that are required to run the university in an efficient manner.  It is also our mission to provide safety training and guidance to the University Community in an effort to have a safe place to work and study.

Intended Administrative Objectives:

1. The Physical Plant Department will provide facilities that are satisfactory to the students, faculty and staff.

2. The Physical Plant Department will promote safety awareness and procedures within the University Community.

3. The Physical Plant Department will improve communication between the department and its customers.

4. The Physical Plant Department will improve the response time for all service requests.

 

 
ASSESSMENT REPORT

FOR

Physical Plant Department                                                 
Administrative or Educational Support Unit

September 2003 to August 2004
Assessment Period Covered

July 21, 2004
Date Submitted

Intended Administrative or Educational Support Objective:

1. The Physical Plant Department will provide facilities that are satisfactory to the students, faculty and staff.

First Means of Assessment for Objective Identified Above:
1a. Means of Unit Assessment & Criteria for Success:
Request a Physical Plant Customer Evaluation of Service Quality survey be completed after every 6th work order requested.  Goal is to have a combined rating of Excellent, Very Good, and Good at or above 90% for event set-ups.

1a. Summary of Assessment Data Collected:
For every 6th work order generated, a Physical Plant Customer Evaluation of Service Quality survey was created and evaluated by the Event Services Manager or assistant.  Of the responses received, the event support services group scored as follows:

  • For “services performed”, 97% were rated Excellent, Very Good and Good.
  • For “services performed in a timely manner”, 100% were rated Excellent, Very Good and Good.
  • For “service providers were courteous and professional”, 97% were rated Excellent, Very Good and Good.  The other 3 % did not respond to the question.

1a. Use of Results to Improve Unit Services:
The results conclude that the criteria for success were met.  It was noted that 24 out of 35 responses was from the Event Service Managers office.  Effective immediately, all surveys will be hand delivered by the service crew to the client requesting services (not the Event Services Manager) at the time the services are rendered.  Due to other implemented changes and personnel changes, these intended changes were not met last reporting period, but have now been implemented.

ASSESSMENT REPORT

FOR

Physical Plant Department                                                
Administrative or Educational Support Unit

September 2003 to August 2004
Assessment Period Covered

July 21, 2004
Date Submitted

Intended Administrative or Educational Support Objective:

2. The Physical Plant Department will promote safety awareness and procedures within the University Community.

First Means of Assessment for Objective Identified Above:
2a. Means of Unit Assessment & Criteria for Success:
Create and distribute a monthly safety newsletter to all employees.  The goal is to have a combined rating of Excellent, Very Good, and Good at or above 80% on the question asking, “How helpful is the “SafetyWorks” monthly newsletter”, in the 2004 Finance and Administration Division Service Quality Survey.

2a. Summary of Assessment Data Collected:
The combined average result was 76%.  The criteria for success were not met. 

2a. Use of Results to Improve Unit Services:
The Safety Coordinator has been visiting each Division Staff Meeting to ask for input on how the Physical Plant Department can improve the SafetyWorks monthly newsletter and what additional information departments are interested in.  Suggestions are taken into consideration and will be implemented.  This objective is being reassessed on the next Finance and Administration Division Service Quality Survey.

 

ASSESSMENT REPORT

FOR

Physical Plant Department                                                
Administrative or Educational Support Unit

September 2003 to August 2004
Assessment Period Covered

July 21, 2004
Date Submitted

Intended Administrative or Educational Support Objective:

3. The Physical Plant Department will improve communication between the department and its customers.

First Means of Assessment for Objective Identified Above:
3a. Means of Unit Assessment & Criteria for Success:
The goal is to have a combined rating of Excellent, Very Good, and Good at or above 80% on the question asking “Rate the Communication by Physical Plant about its services and procedures” on the 2004 Finance and Administration Division Service Quality Survey.

3a. Summary of Assessment Data Collected:
The results of 70% did not meet the criteria for success, although there was an improvement of 2% from the resulting 68% last year.

3a. Use of Results to Improve Unit Services:
The newly updated web page became available online in April 2004.  The Physical Plant Department is publishing a quarterly newsletter describing the services we provide and the procedures for communicating with us.  This goal will be monitored again.

 

ASSESSMENT REPORT

FOR

Physical Plant Department                                                
Administrative or Educational Support Unit

September 2003 to August 2004
Assessment Period Covered

July 21, 2004
Date Submitted

Intended Administrative or Educational Support Objective:

4. The Physical Plant Department will improve the response time for all service requests.

First Means of Assessment for Objective Identified Above:
4a. Means of Unit Assessment & Criteria for Success:
The goal is to have a combined rating of Excellent, Very Good, and Good at or above 80% on the question “Rate the response time given to your service request” on the 2004 Finance and Administration Division Service Quality Survey.

4a. Summary of Assessment Data Collected:
The resulting 76% rating did not meet the criteria for success, although there was an increase over last years 71%.

4a. Use of Results to Improve Unit Services:
All Physical Plant Staff has been instructed to make customer contact within three working days.  If this is not possible, the Assistant Director of Physical Plant makes contact with the customer within the additional two days before the five days time limit expires.  The Physical Plant Staff has been instructed to document the details of contact name, date, time and information discussed with the customer on the work order.  The main purpose for the implementation of this procedure is to improve the response time.

Second Means of Assessment for Objective Identified Above:
4b. Means of Unit Assessment & Criteria for Success
The goal is to score 100% on the question asking “Did Physical Plant staff contact you within 5 working days” on the Physical Plant Customer Evaluation of Service Quality survey.

4b. Summary of Assessment Data Collected:
The criteria for success were not met.  Physical Plant staff did not respond within 5 working days in 5% of the surveys.  53% of those surveyed responded that Physical Plant did make contact within 5 working days.  32% of those surveyed were not asked the question because of the update of the form, which took place after the survey period began. 10% of those surveyed returned the survey with no response to this question.

4b. Use of Results to Improve Unit Service:
We realize the original goal of 100%, as was originally conceived, is unachievable because some respondents to the survey leave that question blank.  When we checked with several respondents on their “NO” response, we were told that they misread the question.  Effective 7/29/04 we changed the question to read: “How long did it take Physical Plant Staff to contact you about your service request? 1 day, 2 days, 3 days, 4 days, 5 days, more than 5 days.” We wish to change the goal for FY2005 to read:  The goal is to score 100% of those responding to the question asking “How long did it take Physical Plant Staff to contact you about your service request” to be 5 days or less on the Physical Plant Customer Evaluation of Service Quality survey.  By improving our communication to the customer on the progress of their request by notification within 3 days by Physical Plant Staff, we feel the new goal is achievable.