Provide quality testing services at Sam Houston State University.
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 Agree 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 Director of the Testing Center 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 Director of the Testing Center 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 Director 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 Director 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 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, clean testing area, and as near to a distraction-free testing facility as possible. 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
Provide A 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
Continue to look for additional space and/or a new location that would allow for growth and a more effective work environment.
Objective
Provide A Variety Of Tests
Provide a variety of tests for our customers, contact testing companies and/or other colleges or universities to inquire about what tests are available, then determine which tests 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 and/or change our test offerings as needed.
Finding
Variety Of Tests
In addition to the tests we have been administering in the past, we have added two new tests to our offerings: the computer-based version of the Texas Examination of Educator Standards (TExES) exams and the Test of English as a Foreign Language (TOEFL) exam. The Testing Center 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 requested.
Action
Variety Of Tests
Continue to evaluate the variety and number of tests offered, add or delete test offerings as needed, and provide software, equipment, and space needed to support these tests.