The State University West Georgia

Business & Finance Division

Business and Auxiliary Service Assessment

Revised for: 2003 - 2004

Institutional Mission Reference
The division exists in support of the University's overall mission by assuring that the service environment supports students, faculty and staff.

Institutional Goals Supported
"Bread and Butter" Goal 5 "The university experience." West Georgia prides itself as a service provider, responsive to the needs of a diverse campus community. To accomplish this, the university will provide excellent service throughout the business and auxiliary service units.

Intended Objective 1
Provide the highest quality business processes for the procurement of goods and services.

Method for Assessing Objective 1
1. Purchasing Service will conduct annual workshops for departments covering purchasing and travel regulations, bid procedures and inventory control.
2. Using the results of annual state audits, services will be evaluated using statewide procedures and any findings will be responded too.
3. Using the State of Georgia purchasing card to gain efficiencies in the purchasing process.

Summary: (1.) Purchasing Services conducted two general purchasing and travel workshops in FY04 to update departments on changes in purchasing and travel regulations and to solicit feedback for improvement. (2.) FY03 audit resulted in no findings for Purchasing Services. (3.) The number of purchasing card transactions increased to 9766 FY 04.

Intended Objective 2
Provide a high quality dining experience for students taking into consideration current trends in campus dining.

Method for Assessing Objective 2
1. The food service contractor, as well as the university, will survey students on and off the meal plan each semester to benchmark quality and service.
2. The university will continue to evaluate, through annual facility audits, the condition of its food service facilities and equipment.

Summary: (1.) The university's food service contractor surveys dinning students each year to ascertain their levels of satisfaction with the quality of food, service and from this make recommendations to the University for Improvements. Assessment results on file in Auxiliary Office. Assessment results of meal plans showed that the Block 100 plan was not a viable offer to students and was eliminated for FY 05. (2.) The office of auxiliary services and the office of facilities conduct inspections of its food service facilities and equipment on a continuous basis. From these inspections, funding priorities for improvements are developed and included in the annual capital budget requests for each fiscal year. FY 05 funding request for $30,000 in new kitchen equipment has been submitted.

Intended Objective 3
Provide faculty and students with the instructional resources by maintaining a high quality bookstore with a well-trained staff.

Method for Assessing Objective 3
1. Annual survey to faculty assessing how well the bookstore completed their book orders.
2. Survey a random number of students each semester looking at all aspects of the bookstore.

Summary: This new survey will be implemented November and February of each year to collect data from the previous semester. Due to the resignation of the bookstore manager in October 2004 and not filling the position until late February, assessment was limited to the bookstore new manager meeting faculty when they entered the store. The manager was able to accomplish the following: Examine job components, descriptions and number of staff and advertise and fill all positions. Evaluated decision making process and percentages of requested book quantities prior to buyback and ordering. Evaluated and adjusted the course pack production process to reduce overhead cost. Customers receive a bookmark detailing the mission statement of the bookstore, the return policy and website address and benefits.

Intended Objective 4
Provide high quality mail service to campus departments and students having mailboxes.

Method for Assessing Objective 4
1. Annual Mail Service survey to departments and students.

Summary: No surveys were done in FY 04

Intended Objective 5
Provide enhanced services to students using the campus OneCard program.

Method for Assessing Objective 5
1. Survey students annually on how well the OneCard program is meeting their needs.
2. Using financial data from the system, determine how best to expand services based on utilization.

Summary: (1.) FY 04 utilization serves as the base year for data from which all succeeding years will be assessed against. Data is collected and on file in the Auxiliary Office. Students made 30,726 deposit transactions totaling $379,000 on the card. The system processed 816,650 transactions across the reader system. Feedback from students indicates that satisfaction of the card office is relatively high. Request for vending readers in academic buildings are being evaluate to determine if the investment cost can be justified.

Intended Objective 6
Provide a high quality summer camp program for contracted groups by providing housing, food and facilities.

Method for Assessing Objective 6
1. Survey each camp program within 30 days of their stay on campus.

Summary: Each camp director goes through a pre-camp and post-camp interview. Data collected from this allows Auxiliary Services to make adjustments to its camp program. Improvement in food services was the major complaint in summer 2003 and this has been addressed for the summer 04 sessions.