OATdb Archive

2014 - 2015

Lowman Student Center, Director

Goal
Facilities And Services
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.

KPI
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.  The goal is to maintain a 90% rating of excellent or good in the quality assessment survey.

Result
Quality Operations
This year we found a way to automatically send out the survey to our customers using our reservation program (Events Management System).  This increased our response by 60%.  Using our Campus Labs survey tool to evaluate our facility reservations and operations we received a 97.09% excellent or good response.  This rating is comparable to last years rating.  The reservations area received a 98.06 rating which is higher than last year.  Operations scored a 96.23 which is slightly lower than last year but well above our goal.

Action
Quality Operations
In addition to the approval rating for our reservations process and operations we received very positive comments.  The only actionable comment we received was that the projector lamp was too dim.  Since the comments are not tied to our reservations we checked and replace all projector lamps that were not up to standard.  We have implemented a semi-annual projector lamp hour survey to ensure our projector lamps are replaced before degrading.

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.

KPI
Program Participation
The programs sponsored by the LSC will increase student participation by a factor equal to the university growth.

Result
Program Participation
The student population grew approximately 3% with a majority of the growth in the distant learning/on line students.  Even though the growth in the student popluation was limited the participation in Kat Klub programs grew by 50%.

Action
Program Participation
The staff member that supervises the Kat Klub staff started advertising his events with the orientation students.  This gives them an opportunity to see what is going to happen during the fall semester when they are in the Kat Klub for their orientation evening event.  We will continue to expore other opportunities to reach out to the students to grow the program participation.

Update to previous cycle's plan for continuous improvement 1.  We worked with the administration and came up with a funding plan for the expansion of the Lowman Student Center.  We have finished the pre-programing phase and are looking at options for the expansion to present to the Board of Regents.

2.  After we relocated our LSC Operations office to the main office suite, we turned the operations office over to the university police department for a satellite office.  It has been a good addition to our building.  We also expanded one of our medium sized rooms, LSC 110, to make it a large meeting room.  The capacity for a reception increased from less than 50 to over 100. 

3.  We continued to upgrade the game room with more old school arcade and pin ball machines.  These games were provided as free play machines and the student have provided positive feedback on the games.  This continues our effort to fullfill the requests the students gave us during the expansion focus groups.

4.  This year we have purchased conference room chairs and tables to replace the furniture in two large conference rooms.  We have also purchased bar high tables to meet a growing need of our guests.

5.  We changed two large conference rooms from CFL fixtures to LED fixtures.  This continues our process of reducing our energy consumption while enhancing our operational capability.
Plan for continuous improvement We continue to look for ways to improve our service, programs and facilities to support our mission and goals. 

1.  We will start the year long planning process to expand the Lowman Student Center to meet the needs of our growing campus.  That will place a heavy demand on the staff so we will have to stay focused on customers during this time.

2.  We will enhance our customer feedback using a grant we received.  Using the grant funding we purchased two IPads that will be used for real time assessment of our facility, equipment and programs.  This will provide for a more diverse survey pool by adding more respondents.

3.  Until we complete the expansion of the student center our greatest shortfall will be large meeting and program spaces.  We have been given temporary custody of a large meeting space in a vacated building.  We will upgrade and use that space to help meet our growing demand for large meeting spaces.

4.  We will look for opportunities to continue to "green" the LSC using LED fixtures if feasible.

Sam Houston State University | A Member of The Texas State University System