Provide quality testing services at Sam Houston State University.
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, and then determine which tests would best suit the needs of our audience.
KPI
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. We are aware we need at least one more placement test.
Result
Variety Of Tests
In addition to the tests we have been administering in the past, we have added the COMPASS test and the Crane Institute Certification test. This has the Testing Center offering four tests to demonstrate remedial competence, three tests for college readiness, two tests for course placement, seven tests for graduate and /or professional school admissions, nine tests for licensure and/or certification, and a variety of other tests as requested. One area of weakness identified is the GRE General exam.
Action
Variety Of Tests
The Testing Center has contacted Prometric, the company that is over the GRE General exam. At the present time, Prometric is not seeking to open new test sites, but we are currently on a waiting list since we already administer other exams for them.
Objective
Provide Quality Staff And Service
Provide qualified staff that will provide outstanding customer service by being friendly, courteous, responsible, informative, accurate, and supportive.
KPI
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. We want to get at least 95% of Strongly Agree or Agree in the three clusters.
Result
Quality Staff And Service
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. Some comments from the students referred to difficulty in locating information about exams on the website.
Action
Quality Staff And Service
Detailed information about each exam is located on the Testing Center website. The Testing Center will strive to make this information more visible by making reference to where to locate details for each exam on the homepage.
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.
KPI
Provide A Quality Facility
Survey students and visitors about their satisfaction with the Testing Center facilities by using the Testing Center Evaluation Form. We want to get at least 95% of Strongly Agree or Agree in the three clusters.
Result
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. The only complaints were about uncomfortable chairs and room temperature.
Action
Provide A Quality Facility
We will look into the possibility of new furniture and look into the possibility of an adjustable thermostat.