Provide high quality facilities and services in support of the university's mission.
Objective
Quality Operations
Provide guests with high quality facilities, equipment and services.
Indicator
Quality Operations
Using an assessment survey, measure the quality of the operations for service and the facility. The service portion of the survey is broken into 3 areas: communication, efficiency, and courtesy. Facility issues surveyed were quality of tables, chairs, equipment and special needs. Each of the areas allowed the responder to select a rating of excellent, good, fair, or poor. The survey provided space for additional comments from the responder. A copy of the survey is attached.
Criterion
Quality Operations
Maintain a 90% rating of good or outstanding in the quality assessment survey
Finding
Quality Findings
The transition from paper survey to electronic survey has been helpful. While the number of survey responses decreased, the responses have been more open and frank. As of July 2010 over 97% of the responses were either good or excellent. We will finalize our findings at the end of the fiscal year. I expect the results will not change significantly since there is less use during the summer sessions.
Action
Quality Operations
Most of the feedback we receive is positive. The one trend we are focusing on this year is getting the rooms opened on time. We have developed a training checklist for our office student employee who opens doors during the day. We have also installed sensors in every conference room so that lighting can be turned on before the meetings. If the meeting ends early the sensors will automatically turn off the lights after a prescribed time.
Goal
Programs And Events
Encourage student participation in programs and events held in the student center.
Objective
Program/Event
Provide university community with programs and increase participation in line with university growth.
Indicator
Program Participation
The programs sponsored by the LSC will increase student participation by a factor equal to the university growth.
Criterion
Event participation
The total participation in the programs sponsored by the LSC will increase by 3%.
Finding
Event Participation
This criterion was developed based on projected growth for the 2009-2010 school year. The actual growth for SHSU this year was around 1%. The event participation is down by 42% from the previous year.
Action
Program Participation
The Kat Klub manager is the primary staff member responsible for LSC programming. When he retired in October, the programming became an additional duty of the Assistant Director. Advertising and promotion fell off, and as a result, the attendance dropped significantly. A replacement was hired and in place in March 2010. He has started a comprehensive plan to assess, upgrade and revitalize the LSC programming in the Kat Klub. The chart in the findings section shows a marked increase in attendance after the new manager joined the staff. Attached are the survey and an example of new advertising.