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Business and Auxiliary Services Assessment FY2007-2008
Introduction The Office of Business an Auxiliary Services is responsible for several operations on campus including; food service, bookstore, parking and transportation, card office, vending, purchasing, central warehouse, and summer conferences. The unit conducted extensive assessment throughout the year looking at all aspects of its operation.
A. Food Service Assessment – Fall 2007, Spring 2008, Summer 2008
Institutional Mission Reference Food Service, the campus dining program, supports the University’s mission of assuring that adequate dietary and nutritional food offerings are conveniently and affordably available on-campus to students, faculty, and staff.
Institutional Goals Supported Continuously evaluate and improve the on-campus Dining Program. The Office administered several surveys and focus group meetings to students, faculty and staff in order to evaluate the Dining Program. Also, in conjunction with the Food Service provider Aramark, a Food Service Council was developed made up of students, faculty, staff, and Aramark employees. Aramark conducted a full-market assessment to determine future (1 – 2 years out) dining product and facility needs.
Intended Objective 1 Evaluate the level of customer satisfaction in the dining program as a whole
Method for Assessing Objective 1 1. Fall 07 Dining Styles Survey Spring 08 Dining Styles Survey 2. Evaluate responses and correlate to last year’s results, as well as, compare to Aramark results nationally. 3. Use the survey data to identify where the dining program is currently successful in meeting customer expectations, and also where there are opportunities for improvement
Summary of Assessment Data Collected for Objective 1 1. Acquired a total of 859 Dining Styles Surveys Fall 07 · Overall score Fall 07 of 5.49 (scale 1 – 7 excellent) compared to Fall 06 score of 5.12 = 7.2 % improvement · UWG dining score now represents one of the highest in the state across all of ARAMARK’s higher Education Accounts. The national overall experience rating was 5.18; Southern Region’s was 5.26; Geiger District 5.31; and UWG 5.49. · All areas of survey improved; however survey did indicate that there are still opportunities to increase breakfast and weekend participation at RFoC- Z6.
2. Spring 08 Dining Style Survey – results not yet available
Action Taken
Intended Objective 2 Evaluate customer needs in specific areas of the dining program
Method for Assessing Objective 2 1. Conducted Focus Group meetings; Residential Freshmen, Returning Sophomores, Commuters. · How can we better meet your breakfast and weekend dining needs?
Summary of Assessment Data Collected for Objective 2
Acton Taken
Intended Objective 3 Increase the amount faculty, staff, and student involvement in the guidance of the food service program; specifically in regards to menus, hours of operation, events, marketing etc
Method for Assessing Objective 3
Summary of Assessment Data
Action taken
Intended Objective 4 Aramark, with the support of the university, conduct a full market assessment of dining service needs and opportunities at the University
Method for Assessing Objective 4
Summary of Assessment Data Collected for Objective 4
o Hours of operation o Speed of service o Food Variety o Pricing Structure
Action Taken
B. Card Office Survey Assessment – Spring 2008
Institutional Mission Reference The Card Office supports the University's mission of assuring that adequate service supports students, faculty, and staff.
Institutional Goals Supported Evaluate and improve the Card Office for students. The Office administered a survey to students to evaluate the Card Office so the University can provide excellent service.
Intended Objective 1 Evaluate the courteousness, helpfulness, and knowledge of the Card Office staff.
Method for Assessing Objective 1 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve the Card Office.
Summary of Assessment Data Collected for Objective 1 1. Acquired a total of 386 surveys. 2. Responses confirm satisfaction (95%) from students of the Card Office staff. 3. Continuing excellent Card Office staff service is desired from and appreciated by students.
Intended Objective 2 Evaluate the effectiveness and location of the Value Transfer Stations.
Method for Assessing Objective 2 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve the Card Office.
Summary of Assessment Data Collected for Objective 2 1. Acquired a total of 386 surveys. 2. Responses indicate that the Value Transfer Stations in the UCC and the Library are the most commonly used stations. 39% of students do not use Value Transfer Stations at all. 44% of students feel that the VTS machines are conveniently located, 19% feel that they are not conveniently located, and 37% do not use them. 3. Value Transfer Stations are desired by students in Richards College of Business, Education building, TLC, and residence halls. Students also desire more vending machines that allow the use of their ID card as a method of payment.
Action Taken a) Auxiliary Services will evaluate the building to determine a location of a VTS machine and evaluate the budget to see if placing a machine in the College of Business is warranted. b) Adding readers to machines is a budget issue and will be considered in the FY09 budget
Intended Objective 3 Evaluate the Card Office website in terms of ease in navigation and user-friendliness.
Method for Assessing Objective 3 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve the Card Office.
Summary of Assessment Data Collected for Objective 3 1. Acquired a total of 386 surveys. 2. Responses demonstrated that 37% feel that the Card Office website is easy to navigate and user-friendly, 7% feel that it is not. 56% do not use the website. 3. Students revealed that they have a hard time navigating throughout the Card Office website and desire a link on the main UWG homepage to the Card Office website.
Action Taken Auxiliary Services will seek to make the web sites more user friendly
Intended Objective 4 Evaluate Card Office hours of operation.
Method for Assessing Objective 4 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve the Card Office.
Summary of Assessment Data Collected for Objective 4 1. Acquired a total of 386 surveys. 2. Responses show that 61% of students are satisfied with the Card Office hours of operation, 6% are unsatisfied, and 33% do not use the Card Office. 72% never visit the Card Office during the "late" hours of Thursday (5pm-7pm). 3. Continuing the same Card Office Hours are desired by the students.
Intended Objective 5 Evaluate the services that the Card Office provides.
Method for Assessing Objective 5 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve the Card Office.
Summary of Assessment Data Collected for Objective 5 1. Acquired a total of 386 surveys. 2. Responses reveal that the ID cards are the primary service that students use at the Card Office (50%). 14% of students use the Card Office for Wolf Bucks, 9% for their HigherOne card, 4% for Meal Plans, 2% for fax services, and 1% for reservations. 20% of students do not use any of the Card Office services. 20% use the Card Office website to deposit Wolf Bucks, 33% use VTS machines, 10% use the Card Office, and 37% do not use this service. 18% of students/parents use the Card Office website to deposit funds into Wolf Bucks, and 82% do not. 3% of students use the HigherOne overnight express deposit service in the Card Office, 97% do not. 3. Improvements of some Card Office services are desired by students. Students have requested lowering the price of replacing their ID cards ($10 instead of $20) or to make ID cards more durable. Many students were unaware of all the services the Card Office offered; more information about these services is desired by students.
Action Taken No changes in the card replacement fee are anticipated. Results show a student can safely maintain their initial card for four years if the card is properly used.
C. Bus and Transportation Survey Assessment – Spring 2008
Institutional Mission Reference The bus and transportation survey supports the University's overall mission by assuring that the service supports students, faculty, and staff.
Institutional Goals Supported Improve bus and transportation services for students, faculty, and staff. By asking students to evaluate the bus and transportation services, the University can provide excellent service.
Intended Objective 1 Evaluate the overall efficiency and effectiveness of the bus services and bus stops.
Method for Assessing Objective 1 1. Pass out surveys on different bus routes. 2. Evaluate responses. 3. Use the responses to modify bus services.
Summary of Assessment Data Collected for Objective 1 1. Acquired 450 surveys. 2. Responses resulted in consideration of changes for the bus services. 3. Improvements of bus services are desired from students.
Action Taken 1. Bus drivers are now inspecting the interiors of the buses daily. Drivers fuel the buses at the end of the day instead of in the middle of the day to eliminate delay in routes. Maps and website will be updated as needed to keep information current. Office is tracking ridership and fuel consumption s data can be used to make informed decisions. 2. All the bus stops with solar lighting equipment are receiving direct lighting. All bus stops were inspected for leaky roofs and damages. Repair/replacement orders were initiated. Staff sweeps the floor of the stops, wipes down the seats and cleans the glass once every 2 weeks. 3. Hired Solstice Transportation Consultants to develop new transportation plan and recommend new bus specifications. Goal is to replace aging bus fleet with new, larger buses with more effective seating arrangement matching supply to demand. 4. Evaluated on-demand transportation services for handicap students. 5. Share initial findings with Solstice Transportation Consultants. 6. Office will communicate improvements to internal and external customers as service enhancements and changes are implemented.
Intended Objective 2 Evaluate the transportation staff.
Method for Assessing Objective 2 1. Pass out surveys on different bus routes. 2. Evaluate responses. 3. Use the responses to modify bus services.
Summary of Assessment Data Collected for Objective 2 1. Acquired 342 responses. 2. Overall responses positively reflect the transportation staff. 3. Only minor improvements need to be made towards the transportation staff.
Intended Objective 3 Learn how much money students are willing to pay for enhanced transportation services.
Method for Assessing Objective 3 1. Pass out surveys on different bus routes. 2. Evaluate responses. 3. Use the responses to adjust transportation fee.
Summary of Assessment Data Collected for Objective 3 1. Acquired 422 responses. 2. 46% do not want a change in their transportation fee, 54% are willing to pay more. 3. Reasonably increase transportation fee in order to improve transportation services.
Action Taken No action taken. Data will be used in developing future transportation fees.
D. University Bookstore Survey Assessment – Spring 2008
Institutional Mission Reference The University Bookstore support the University's mission of assuring that adequate service supports students, faculty, and staff.
Institutional Goals Supported Evaluate and improve the University Bookstore for students, faculty, and staff. A survey was administered to students, faculty, and staff to evaluate the University Bookstore so the University can provide excellent service.
Intended Objective 1 Evaluate the overall efficiency and effectiveness of the University Bookstore.
Method for Assessing Objective 1 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve the University Bookstore.
Summary of Assessment Data Collected for Objective 1 1. Acquired a total of 504 surveys. 2. Responses confirm general satisfaction of the University bookstore. 3. Improvements of University bookstore services are desired from students.
Action Taken Increase used book mix to reduce expenses to our customers. Put together a program statement for a new bookstore to better meet the customers’ needs and desires. Added display cases on campus to raise awareness of new merchandise available at the store.
Intended Objective 2 Evaluate the University Bookstore staff and cashiers.
Method for Assessing Objective 2 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to improve the courteousness/helpfulness of the University Bookstore staff and cashiers.
Summary of Assessment Data Collected for Objective 2 1. Acquired a total of 504 surveys. 2. Responses indicate staff is very courteous and helpful (95% agree), and cashiers are efficient and courteous (96% agree). 3. Continuing friendly customer service is desired from and appreciated by students.
Intended Objective 3 Evaluate the availability of required, optional, and used course materials at the University Bookstore.
Method for Assessing Objective 3 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve course material availability at the University Bookstore.
Summary of Assessment Data Collected for Objective 3 1. Acquired a total of 504 surveys. 2. Responses indicate that 92% purchase up to a fourth of their course materials online. 3. The University bookstore faces a great deal of competition in terms of course materials from off-campus bookstores and online websites (amazon.com, half.com, textbooks.com, etc).
Action Taken The bookstore markets its online option at orientation sessions. Initial marketing takes place during the morning sessions as part of the Auxiliary session. Students are reminded of this option, again, at the “Finish Line” segment during the last day of orientation. Emails are sent to students announcing when books are available for purchase online at the bookstore website. A second method employed is to continue to increase the number of used books through an aggressive textbook buyback program as those books can be more market priced than new publisher books. Information is placed on the portal announcing online sales and book buyback. Email notifications are sent to students announcing dates and times of textbook buyback.
Intended Objective 4 Evaluate customer checkout time at the University Bookstore.
Method for Assessing Objective 4 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve staff.
Summary of Assessment Data Collected for Objective 4 1. Acquired a total of 504 surveys. 2. Responses show that 68% experienced checkout time of 5 minutes or less. 32% experienced checkout time of greater than 5 minutes. 3. Continue to strive to provide fast checkout for customers.
Action Taken The bookstore will add an additional lane of POS when funding is available to further reduce line times. Store personnel are used to direct customers to available check out stations thereby keeping cashiers engaged in ringing sales. Management visited 6 stores to gather ideas for new store design and examined how temporary registers are added at peak sales times. Will work with architects to develop a new store with better parking, bigger aisles, additional merchandise, and more used books.
Intended Objective 5 Evaluate the current location of the University Bookstore.
Method for Assessing Objective 5 1. Email survey to students. 2. Evaluate responses. 3. Use the responses to modify and improve the location of the University Bookstore.
Summary of Assessment Data Collected for Objective 5 1. Acquired a total of 504 surveys. 2. Responses reveal that 79% consider the current University bookstore's location to be convenient. 21% consider the current University bookstore's location to be inconvenient. 3. The University bookstore, while it may be considered conveniently located, is unable to meet customer's needs in terms of their purchasing desires.
Action Taken
Auxiliary Services is moving forward to plan for a new bookstore by May 2010, but no later than May 2011. An architectural firm has been hired to do a site survey and program review by October 2008
E. Mail Services Assessment – Spring 2008
Institutional Mission Reference The Mail Services support the University's mission of assuring that adequate service supports students, faculty, and staff.
Institutional Goals Supported Evaluate and improve Mail Services for students, faculty, and staff. A survey was administered to students, faculty, and staff to evaluate the Mail Services so the University can provide excellent service.
Intended Objective 1 Evaluate the overall efficiency and effectiveness of Mail Services.
Method for Assessing Objective 1 1. Email survey to students, faculty, and staff. 2. Evaluate responses. 3. Use the responses to modify and improve Mail Services.
Summary of Assessment Data Collected for Objective 1 1. Acquired a total of 250 surveys. 2. Responses confirm satisfaction from students, faculty, and staff with general Mail Services. 3. Continuing excellent Mail Services is desired from and appreciated by students, faculty, and staff.
Intended Objective 2 Evaluate the timeliness of Mail Services.
Method for Assessing Objective 2 1. Email survey to students, faculty, and staff. 2. Evaluate responses. 3. Use the responses to improve timeliness of Mail Services.
Summary of Assessment Data Collected for Objective 2 1. Acquired a total of 250 surveys. 2. Responses indicate very high satisfaction from faculty and staff (99%). Responses indicate satisfaction from students (86%). 3. Continuing timely Mail Services is desired from and appreciated by students, faculty, and staff.
Intended Objective 3 Evaluate the availability of supplies from Mail Services.
Method for Assessing Objective 3 1. Email survey to students, faculty, and staff. 2. Evaluate responses. 3. Use the responses to modify and improve supplies available from Mail Services.
Summary of Assessment Data Collected for Objective 3 1. Acquired a total of 250 surveys. 2. Responses demonstrated high levels of satisfaction from faculty/staff (99%) and from students (96%). 3. Supplies available are very satisfactory to faculty, staff, and students.
Intended Objective 4 Evaluate knowledge and friendliness of Mail Services staff.
Method for Assessing Objective 4 1. Email survey to students, faculty, and staff. 2. Evaluate responses. 3. Use the responses to modify and improve staff.
Summary of Assessment Data Collected for Objective 4 1. Acquired a total of 250 surveys. 2. Responses show extreme satisfaction from faculty, staff (100%) and students (99%) of Mail Services staff. 3. Continuing superior customer service is greatly appreciated and desired from faculty, staff, and students.
Intended Objective 5 Evaluate Mail Service hours of operation.
Method for Assessing Objective 5 1. Email survey to students, faculty, and staff. 2. Evaluate responses. 3. Use the responses to modify and improve Mail Service hours of operation.
Summary of Assessment Data Collected for Objective 5 1. Acquired a total of 250 surveys. 2. Responses reveal high satisfaction from faculty and staff (98%) and less satisfaction from students (69%). 3. Improvements of Mail Service hours of operation are desired from students, but not from faculty and staff.
Action Taken No Action taken. Hours of operation are adequate to serve our campus population
Intended Objective 6 Evaluate Mail Service methods of payment.
Method for Assessing Objective 5 1. Email survey to students, faculty, and staff. 2. Evaluate responses. 3. Use the responses to modify and improve Mail Service methods of payment.
Summary of Assessment Data Collected for Objective 5 1. Acquired a total of 250 surveys. 2. Responses reveal satisfaction from faculty and staff (89%) and less satisfaction from students (79%). Several comments explicitly state the desire for Mail Services to accept credit/debit/ID cards. 3. Improvements of Mail Service methods of payment are desired from faculty, staff, and students.
Action Taken An inquiry was made to US Postal Service regarding accepting payments other than by cash and the request was denied.
F. Laundry Vending Survey Assessment – Spring 2008
Institutional Mission Reference The laundry vending survey supports the University's mission of assuring that adequate service supports students.
Institutional Goals Supported Evaluate and improve laundry vending services for students. A survey was administered to students to evaluate the laundry vending services so the University can provide excellent service.
Intended Objective 1 Evaluate the overall efficiency and effectiveness of the laundry vending services.
Method for Assessing Objective 1 1. Email survey to residential students. 2. Evaluate responses. 3. Use the responses to modify and improve laundry vending services.
Summary of Assessment Data Collected for Objective 1 1. Acquired 269 surveys. 2. Responses resulted in consideration of changes for the laundry vending services. 3. Improvements of laundry services are desired from students. Students requested that new signage be provided informing them who to contact if equipment failure, as well as, signage that provides instructions as to how the equipment should be used. They requested that the machines be serviced between semesters also.
Action Taken August 2008, after summer a conference are gone and before fall semester begins, all new signage to be posted, all machines tested, and Mac Gray to provide service.
Intended Objective 2 Evaluate the reliability of the laundry vending services.
Method for Assessing Objective 2 1. Email survey to residential students. 2. Evaluate responses. 3. Use the responses to improve reliability of laundry equipment.
Summary of Assessment Data Collected for Objective 2 1. Acquired 269 surveys. 2. Responses reveal that the laundry equipment could use adjusting/upgrading. 7% feels the laundry equipment is very reliable; 44% feels the laundry equipment is reliable; 25% feels indifferent towards the laundry equipment; 19% feels the laundry equipment is unreliable; and 5% feels the laundry equipment is very unreliable. 3. Improvements of laundry equipment reliability are desired from students.
Action Taken Laundry equipment is replaced with new every five years. Current laundry equipment is very reliable and well maintained by the vendor. This is a case of student perception verses factual information.
Intended Objective 3 Evaluate the effectiveness of Auxiliary Services in acknowledging and responding to laundry service problems.
Method for Assessing Objective 3 1. Email survey to residential students. 2. Evaluate responses. 3. Use the responses to modify and improve Auxiliary Service response/effectiveness.
Summary of Assessment Data Collected for Objective 3 1. Acquired 269 surveys. 2. Responses resulted in consideration of changes of Auxiliary Services in response to laundry problems. 71% feels that Auxiliary Services is responsive to laundry service problems. 3. Improvements of response time for laundry problems are desired from students.
Action Taken Auxiliary Services will review response times with the vendor to insure, at a minimum, that response to problems is consistent with what is stipulated in the contract.
Intended Objective 4 Determine whether laundry service technology would be practical and beneficial for the University to invest.
Method for Assessing Objective 4 1. Email survey to residential students. 2. Evaluate responses. 3. Use the responses to verify the need/want of additional laundry service technology.
Summary of Assessment Data Collected for Objective 4 1. Acquired 269 surveys. 2. Responses resulted in consideration of investing in laundry service technology. 73% would like laundry service technology. 3. Improvements of laundry services using modern technology are desired from students.
Action Taken Auxiliary services will review adding LaundryView online to see if the feature is consistent with the business plan for this operation.
Intended Objective 5 Evaluate the signage and information available to students about laundry vending services.
Method for Assessing Objective 5 1. Email survey to residential students. 2. Evaluate responses. 3. Use the responses to modify and improve laundry vending signage and available information.
Summary of Assessment Data Collected for Objective 5 1. Acquired 269 surveys. 2. Responses resulted in consideration of changes for the laundry vending service signage and information. 68% feels that there is adequate signage and information available in their residence hall laundry rooms. 3. Improvements of signage and posted information about laundry services are desired from students.
Action Taken Auxiliary Services will review signage in laundry rooms and look to ways to improve on communications with residential students.
Prepare by: Jerry Mock, AVP Business & Auxiliary Services |