Provide quality testing services at Sam Houston State University.
Objective
Provide A Variety Of Tests
Provide a variety of tests offered through our office by contacting testing companies and/or other colleges or universities to inquire about what tests are available and which ones would best suit the needs of our audience.
Indicator
Provide A Variety Of Tests
Compare the inventory of tests offered by the Testing Center to those tests required by the students and the general public.
Criterion
Variety Of Tests
1. Provide at least one test for students to demonstrate remedial competence, college readiness, and course placement; 2. Provide upper classmen with tests required for those applying for professional or graduate schools; 3. Provide tests for licensure and/or certification for various professional programs. 4. Increase our test offerings by at least one test per year.
Finding
Variety Of Tests
In addition to the tests we have been administering in the past, we have added three new tests to our offerings: the Texas Commission on Environmental Quality (TCEQ) test, Test of Essential and Academic Skills (TEAS), and ISO Quality Testing (IQT). With these additions, the Testing Center now offers three tests to demonstrate remedial competence, three tests for college readiness, two tests for course placement, seven tests for graduate and/or professional school admissions, eight tests for licensure and/or certification, and a variety of other tests as required.
Action
Variety Of Tests
Continue to expand the variety and number of tests offered, as demand requires, and purchase additional software and equipment as needed to support these additions.
Objective
Provide Quality Staff And Service
Provide qualified staff that will provide outstanding customer service by being friendly, courteous, responsible, informative, accurate, and supportive.
Indicator
Testing Center Student Survey
Survey students and visitors about their satisfaction with the staff and services by utilizing the Testing Center Evaluation Form and by using the Human Resources annual merit review process.
Criterion
90% Agree Or Strongly Regarding Personal Service Received
Complete 100 percent of annual staff evaluations by June 1 using information gathered from the Annual Merit Review Form and the Testing Center Evaluation Form. Staff should receive Above Average or Excellent ratings from the Testing Center Coordinator and 90% or above on the evaluations being returned from students and visitors with an Agree or Strongly Agree rating in the "personal service received" section of the Testing Center Evaluation Form.
Finding
Quality Staff And Service
The Testing Center Coordinator hires qualified professional staff. The hiring process consists of a review of qualified applications and personal interviews. The employees are also reviewed after a six-month probationary period to examine their work skills, ethics, and conduct. A review of the Testing Center Evaluation Form and the annual merit review form concludes that the staff continue to produce Above Average or Excellent ratings from the Testing Center Coordinator in their performance and service and 95%-100% of the ratings received from the students and visitors are in the Agree or Strongly Agree range from the Testing Center Evaluation Form. The Testing Center Coordinator shares all results and comments from the two evaluation forms with the staff in order to consider possible ways of improving service and performance.
Action
Quality Staff And Service
Hire additional qualified staff, as needed, to accommodate office growth, workload, and demand.
Objective
Provide A Quality Facility
Provide a facility conducive to a quality testing environment which will be clean, comfortable, quiet, aesthetically-pleasing, and user-friendly.
Indicator
Provide A Quality Facility
Survey students and visitors about their satisfaction with the Testing Center facilities by using the Testing Center Evaluation Form.
Criterion
Quality Facility
Provide comfortable seating, quality equipment, and a distraction-free, clean, testing facility. Provide a sufficient amount of testing equipment and testing opportunities to meet the needs of examinees. The Center should receive 90% or above of its evaluation results from students and visitors indicating Agree or Strongly Agree in the "experiences while testing" section of the Testing Center Evaluation Form.
Finding
Quality Facility
According to findings on the Testing Center Evaluation Form, the current testing rooms and equipment are 95%-100% conducive to a quality testing environment. We encourage scheduled testing appointments Monday - Friday with tests starting at 8:00 a.m., 11:00 a.m., and 2:00 p.m., but we also accommodate walk-in examinees throughout the day until 2:00 p.m. Our office and testing space is limited, and, as requests for testing opportunities increase, we find ourselves in need of a workroom to store large office equipment, files, and a separate work area for employees away from the front reception desk.
Action
Quality Facility
Look for additional space and/or a new location that would allow for growth and a more effective work environment.