OIR Self-Study, 1998-99

    Below is a summary of the responses to an online survey of the primary customers of the Office of Institutional Research. One hundred eighteen (118) customers were surveyed in late June, 1999. Forty-one percent (N=48) completed the survey. The survey was divided into three sections. The first section asked the respondents to rate the importance of OIR's activities and services. The second section asked respondents to rate how well OIR performs these activities and services. The final section asked the respondents to rate OIR on several measures of customer satisfaction.

    The results of the survey will be used to refocus OIR's mission and activities in 1999-2000. Also, areas that were rated relatively weaker than others will be the focus of additional attention and activities. Questions about the results or OIR's mission can be addressed to ask-oir@jmu.edu

A. Importance of OIR Activities and Services

    1. OIR Activities and Services

  Very
Important (3)
Important (2) Of Less
Importance (1)
No Opinion Mean
Enrollment projections 22 18 5 3 2.38
Questionnaires for publications like U.S. News & World Report, College Guides, etc. 13 26 6 3 2.16
Space utilization analysis and studies 24 17 5 2 2.41
Coordinating reporting to SCHEV, State, and federal government 32 12 2 2 2.65
Assisting with the JMU planning process 23 19 2 4 2.48
Peer group studies 15 25 5 3 2.22
Development of JMU performance measures for SCHEV and the Department of Planning and Budget 29 15 2 2 2.59
Assistance with self-studies and program reviews for nonacademic areas 23 17 5 3 2.40
Provide technical assistance in the development, deployment, and analysis of surveys 12 20 13 3 1.98
Statistical Summary 27 15 3 3 2.53
Special reports for management/departments 10 23 10 5 2.00
Faculty Planning reports and analysis 8 18 17 5 1.79
Assistance with information gathering for the SACS Self-Study 26 15 4 3 2.49
Responding to special requests for information (program review, etc.) from departments 17 23 6 2 2.24

    2. Quality of OIR activities and services

  Exceeds
Expectations (3)
Meets
Expectations (2)
Fails to Meet
Expectations (2)
No
Opinion
Mean
Enrollment projections 11 31 1 5 2.23
Questionnaires for publications like U.S. News & World Report, College Guides, etc. 5 33 0 10 2.13
Space utilization analysis and studies 11 30 0 7 2.27
Coordinating reporting to SCHEV, state, and federal government 14 27 1 6 2.30
Assisting with the JMU planning process 9 29 4 6 2.12
Peer group comparisons 8 33 0 7 2.20
Development of JMU performance measures for SCHEV and the Department of Planning and Budget 13 26 1 8 2.30
Assistance with self-studies and program reviews for nonacademic areas 8 27 0 13 2.23
Statistical Summary 17 27 0 4 2.39
Special reports for management/departments 13 22 0 13 2.37
Faculty Planning reports and analysis 4 29 1 14 2.09
Assistance with information gathering for the SACS Self-Study 16 27 0 5 2.37
Responding to special requests for information (program review, etc.) from departments 18 25 1 4 2.39

B. Customer Satisfaction

    1. Attributes of OIR

  Strongly
Agree (4)
Agree (3) Disagree (2) Strongly
Disagree (1)
No
Opinion
Mean
Provides high quality service 21 25 1 0 1 3.43
Requires only appropriate paperwork 9 29 5 0 5 3.09
Staff listen attentively to my concerns 20 25 0 0 3 3.44
Services performed accurately 19 28 0 0 1 3.40
Services are performed courteously 26 21 0 0 1 3.55
Services provided in a timely manner 21 26 0 0 1 3.45
I am correctly referred to other offices when appropriate 10 27 0 0 11 3.27
Places a high value on customer service 18 28 0 0 2 3.39
Prompt in dealing with customer inquiries 19 26 0 0 3 3.42
Staff are excited about their work 11 30 1 1 5 3.19
Staff look for new and better ways to do things 10 28 1 0 9 3.23
Staff are helpful 18 29 0 0 1 3.38
Staff make an extra effort for the university 17 26 0 0 5 3.40
Area plans for the future 12 22 2 0 12 3.28
Area is concerned about its employees 12 18 0 0 18 3.40
Activities are performed efficiently 14 26 0 0 8 3.35
Web pages contain useful information 19 22 2 0 5 3.40
Communication strategies (mailings, email, etc.) help offices learn about OIR's activities 6 30 4 0 8 3.05
Uses advanced technology 16 28 0 0 4 3.36

For planning purposes I would like to see a map of campus that plotted student housing and dining and classroom utilization during specific time slots during the day.
Information to assist the University with whatever the hot topics are.
Keep pace with changes in higher education -- distance education and other things that are new.
Meaningful benchmark studies including costs ratios per student, per staff; efficiencies and effectiveness per student, per staff; etc.
More accurate counts of 2nd majors, minors, contributions to interdisciplinary programs, contributions to Honors (by department)
More enrollment projections by major or college. Ability to better track these students.
More long-term summaries/analyses of some of the information in the statistical reports. It would be great to have some of the trends noted, so we can all quickly see how the University is changing over time.
Number of Faculty FTE's (including part time faculty)& No. of Staff FTE's (including ''wage'' employees).
Progress of students through programs at university
Suggested list of possible survey questions broken down into: Customer service, Operational efficiency, etc. Similar statistics from other peer institutions or online links to such resources

By providing frequent updates on campus planning activities. It seems like there is much less central planning going on than one would expect for a campus this size.
Drop green bar reports -- they are of no use to departments whatsoever.
Help explore more qualitative ways to make comparisons with peer groups -- and this is a hard I know.
Keep doing benchmark comparisons
OIR staff are very helpful and responsive when I call with specific questions, but sometimes I have the impression that they have 'delegated' the work to me and are annoyed that I have questions and/or concerned about what information to include.
Sorting the statistical information into groups that would reflect a particular interest of a division or dept.
This or similar surveys on a regular (annual, biannual basis).

C. Demographic Questions

    1. Which of the following best describes your position at JMU?

12 Executive management (vice president, assistant/association vice president, dean)
05 Instructional department head
05 Non-instructional department head
02 Faculty
09 Administrator
15 Other, including staff

    2. How frequently do you interact with OIR's staff?

03 Very frequently (at least one time per week)
16 Frequently (at least one time per month)
26 Occasionally (at least one time per quarter)
02 Seldom (only once or twice during the year)
01 Never

    3. Which of the following are the best ways to contact you (You may choose more than one)?

28 Telephone
12 Fax
45 Electronic mail
09 Web
11 Memorandum
04 JMU Extra, JMUniverse, or The Breeze

 

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