ASSESSMENT REPORT
FOR
Support Services (Secretarial Services, Central Stores, Print Shop, Mail
Room and Copy Center)
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 Department of Support Services is to provide in
an efficient and effective manner the following services: printing, mail
room, secretarial services, switchboard, central stores, and quick copy
center.
Intended Administrative Objectives:
1. Secretarial Services/Central Stores will provide adequate
services.
2. Students and University departments will be satisfied with
services provided by the Quick Copy Center.
3. The Print Shop will provide offset services in a professional
and timely manner.
4. The mailroom will provide a streamlined process for outgoing
mail services.
ASSESSMENT REPORT
FOR
Support Services (Secretarial Services, Central Stores, Print Shop,
Mail Room and Copy Center)
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. Secretarial Services/Central Stores will provide adequate services.
First Means of Assessment for Objective Identified Above:
1a. Means of Unit Assessment & Criteria for Success:
80% of users will be satisfied with "the response time given
to your request(s) by (central stores, typing and photocopying)"
based on the response to the Finance & Administration Division 2004
Service Quality Survey.
1a. Summary of Assessment Data Collected:
Based on the results of survey, 70% of the respondents indicated that
they were satisfied with the response time.
1a. Use of Results to Improve Unit Services:
Criteria were not met. Special attention has been given to the Central
Stores inventory, so that items in high demand, such as laser paper, are
always available. All typing projects are logged in and processed within
24-48 hours, as requested. All typing projects received for duplication
are done within required time frame.
Second Means of Assessment for Objective Identified Above:
1b. Means of Unit Assessment & Criteria for Success:
Based on the quarterly survey distributed to all University departments
that use Secretarial Services/Central Stores, 80% of the respondents will
rate the level of satisfaction between "good and excellent".
1b. Summary of Assessment Data Collected:
Based on the survey results,
99% of respondents were satisfied with Central Stores
92% of respondents were satisfied with Secretarial Services
1b. Use of Results to Improve Unit Service:
While criteria were met, we are focusing on increasing the response
rate of 50% to accurately measure the overall satisfaction rate of our
services.
ASSESSMENT REPORT
FOR
Support Services (Secretarial Services, Central Stores, Print Shop,
Mail Room and Copy Center)
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. Students and University departments will be satisfied with
services provided by the Quick Copy Center.
First Means of Assessment for Objective Identified Above:
2a. Means of Unit Assessment & Criteria for Success:
On a quarterly basis a survey will be distributed to all University
departments to measure satisfaction of services provided by the Quick
Copy Center indicating 80% or more satisfaction rate.
2a. Summary of Assessment Data Collected:
Based on survey results, 100% of respondents were satisfied with Copy
Center
2a. Use of Results to Improve Unit Services:
Criteria were met.
Second Means of Assessment for Objective Identified Above:
2b. Means of Unit Assessment & Criteria for Success
Based on the quarterly survey distributed to all students, 80% of
the respondents will rate the level of satisfaction between "good
and excellent".
2b. Summary of Assessment Data Collected:
Based on the survey results, 100% of respondents were satisfied with
Copy Center.
2b. Use of Results to Improve Unit Service:
Criteria were met.
ASSESSMENT REPORT
FOR
Support Services (Secretarial Services, Central Stores, Print Shop,
Mail Room and Copy Center)
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 Print Shop will provide offset services in a professional
and timely manner.
First Means of Assessment for Objective Identified Above:
3a. Means of Unit Assessment & Criteria for Success:
80% of the users will be satisfied with the quality of finished products
produced by the Print Shop based on the responses to the Finance &
Administration Division 2004 Service Quality Survey.
3a. Summary of Assessment Data Collected:
Based on the results of survey, 72% of the respondents indicated that
they were satisfied with the quality of the product.
3a. Use of Results to Improve Unit Services:
Criteria were not met. The Job Log indicates the paper and inks used
to complete the project. This Job Log serves as a reference to ensure
that all jobs are of the utmost quality, as well as the timely completion
of each project.
Second Means of Assessment for Objective Identified Above:
3b. Means of Unit Assessment & Criteria for Success
Based on the quarterly survey distributed to all University departments
that use Print Shop, 80% of the respondents will rate the level of satisfaction
between "good and excellent".
3b. Summary of Assessment Data Collected:
Based on the survey results, 89% of respondents were satisfied with
Print Shop.
3b. Use of Results to Improve Unit Service:
Criteria were met.
ASSESSMENT REPORT
FOR
Support Services (Secretarial Services, Central Stores, Print Shop,
Mail Room and Copy Center)
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 mailroom will provide a streamlined process for outgoing
mail services
First Means of Assessment for Objective Identified Above:
4a. Means of Unit Assessment & Criteria for Success:
Implementation of internal departmental processing of Airborne Express
requisitions. Prior to this year, each department processed their own
requisitions for payment. Departmental log will be maintained to indicate
that 80% of university departments using Airborne services will not have
a past due air bill invoice due to the fact that the mailroom will now
handle this process.
4a. Summary of Assessment Data Collected:
Based on the results of survey, 85% of the respondents indicated that
they were satisfied.
4a. Use of Results to Improve Unit Services:
Criteria were met. Implementation of this procedure has greatly improved
the processing of air bills and requisitions.
Second Means of Assessment for Objective Identified Above:
4b. Means of Unit Assessment & Criteria for Success
Based on the quarterly survey distributed to all university departments
that use the Mailroom, 80% of the respondents will rate the level of satisfaction
between "good and excellent".
4b. Summary of Assessment Data Collected:
Based on the survey results, 98% of respondents were satisfied with
Mail Room.
4b. Use of Results to Improve Unit Service:
Criteria were met.
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