2008 Staff Survey Study

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2008 Staff Survey Study

Dean’s Business Office

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2008 SURVEY STUDY

FINDINGS (1)

Lucia Guillory

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Overview of Feedback Process• First survey outline (51)

– Variable Specific Satisfaction– Organizational Constraint– Justice – Role Ambiguity

• All findings- Findings of interest

• Most prominent comments- All comments

• Second survey feedback (52)• Focus group

- Description - Meeting times

Bauer

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Business Office Satisfaction

Very Dissatisfied Dissatisfied Neutral Satisfied

Very Satisfied Total

1.Responsiveness 0% (0) 4% (2) 22% (11) 50% (25) 24% (12) 50

2. Turnaround of documents 2% (1) 2% (1) 24% (12) 51% (25) 20% (10) 49

3. Availability of staff and resources 2% (1) 6% (3) 24% (12) 42% (21) 26% (13) 50

4. Written communication quality 2% (1) 14% (7) 20% (10) 35% (18) 29% (15) 51

5. Verbal communication quality 2% (1) 20% (10) 16% (8) 33% (16) 29% (14) 49

6. Accuracy of information provided 2% (1) 18% (9) 27% (14) 31% (16) 22% (11) 51

7. Timely information sharing 4% (2) 20% (10) 24% (12) 35% (18) 18% (9) 51

8. Promotion of team atmosphere 4% (2) 24% (12) 31% (16) 22% (11) 20% (10) 51

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Satisfaction Points of Interest

Team Atmosphere

4%

24%

30%

22%

20%

VeryDissatisfied

Dissatisfied

Neutral

Satisfied

Verysatisfied

Bauer

Note: similar to study 2 findings

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Organizational Constraint (OC)

• Situations or things that prevent employees from translating ability and effort into high levels of job performance. (Spector & Jex 1998)

• Units of time / frequency

Organizational Constraint Dissatisfaction Dissatisfaction

Incivility Incivility

Physiological SymptomsPhysiological Symptoms

CommitmentCommitment

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OC Findings

Bauer

>1 per mon./ Never

1-2 per mon.

1-2 per week

1-2 per day

Several per day total

rules/ procedures 43% (20) 35% (17) 10% (5) 10% (5) 2% (1) 49

co-workers 37% (18) 33% (16) 24% (12) 2% (1) 4% (2) 49

supervisor 72% (34) 11% (5) 6% (3) 4% (2) 6% (3) 47

supplies 61% (30) 24% (12) 10% (5) 0% (0) 4% (2) 49

training 62% (30)* 25% (12) 6% (3) 2% (1) 4% (2) 48

interruptions 16% (8) 31% (15) 10% (5) 18% (9) 24% (12) 49

information 35% (17) 31% (15) 20% (10) 8% (4) 6% (3) 49

conflictingdemands 39% (19) 20% (10) 16% (8) 14% (7) 10% (5) 49

help from others 52% (25) 19% (9) 21% (10) 4% (2) 4% (2) 48

incorrectinstructions 49% (24) 29% (14) 14% (7) 0% (0) 8% (4) 49

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OC Highs and Lows

0

5

10

15

20

25

30

35

1 Per M 1-2 PerM

1-2 PerW

1-2 PerD

M T P D

supervisor

training

supplies

Bauer02468

101214161820

1 PerM

1-2Per M

1-2Per W

1-2Per D

M T PD

interruptions

information

conflicting demands

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Justice • Procedural, information,

interpersonal, & distributive • Use of composite scores• To what extent have you

been treated justly?

Procedural Justice

9%13%

47%

19%

12%v small

small

neutral

large

v large

Bauer

Informational Justice

5% 9%

36%29%

21%

v small

small

neutral

large

v large

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Justice Continued Interpersonal Justice

2% 2%

23%44%

29%

v small

small

neutral

large

v large

Bauer

Distributive Justice: Effort

12%2%

36%

18%

32%

v small

small

neutral

large

v large

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Role Ambiguity• The level of uncertainty or lack of clarity surrounding expectations about a

single role (Ilgen &Hollenbeck 1991)

• All positive statements

• Aggregate from abridged measure

Bauer

3% 4%9%48%

36%

s disagree

disagree

neutral

agree

s agree

Role Ambiguity

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Most Prominent Comments

• Acknowledge achievements (3)• Telecommuting program (4)• Atmosphere (3)• Workshops (2)• Communication (2)

Bauer

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All Comments Paraphrased Please note: Comments that reflected changes in the second survey are in blue.

• Work from home/ telecommuting program (4)• Conflicting rules provided by Dean’s office and Supervisor • Atmosphere (3)

-talking in the office -staff eating area (being able to use the EMBA lounge for lunch)-openness

• More inclusion when asked to perform second task. • Document/acknowledge achievements as well as failings (3)

-RICS (new titles for some staff in that field) -Distribution of accolades and raises

• More personalization in both written and oral communication. • Fairness • Rules should be followed by all regardless of sonority.

Bauer

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Comments Continued• Training should be mandatory for people holding high positions.

• Long time employees should be able to park in the lot next to Melcher.

• There should be a survey about how the staff interacts with the rest of the university. The Dean’s office only does what they have been told to do by the university level administrators.

• Provide more workshops and meetings (2)

-organization courses should be offered

• It would be helpful to know more about the people in other departments and what they do.

• Better information tracking system to track documents that have been sent to Dean’s office for submission

• More thorough auditing

• Communication (2)

-Communicate procedures before documents are done wrong.

-Be consistent about the wrong and right way to do things.

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Comments Continued• Online information about what job each person in business office does

• Add a not applicable option to the second survey.

• Have a contact person within the Dean’s business office to help with People soft computer problems

• Another Survey about work satisfaction of the unit level• Accolades

-Dean’s office seems to accomplish tasks with ease-Great open door policy

• RAR staff does a poor job of working with students and staff from other departments; they should be held accountable.

• There is no place on this survey to note what the Dean’s Business Office is doing well.

• Visit the units and Centers; don’t just wait for staff from the units to come to the Dean’s Business Office.

• Allow enough time for tasks to be completed.

Bauer

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Study 2 Preliminary Findings

25

27

26

6

29

16

6

45

0 20 40 60

Prevalence

Physiological symptoms: 49 respondents

During the past year has anyone paid little attention to your statements or showed little interst in your opinion?

25%

21%

15%

10%

29%

s agreeagreeneutralDisagrees Disagree

Incivility: 52 respondents

•Physiological symptoms

• Incivility

• Policy changes

•General satisfaction

• Organizational commitment

• Dean’s Office’s 3 major task areas

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Study 2 Preliminary Findings

• Proposed Changes

0

10

20

30

40

very important

database

telecommuting

emails

workshops

social events

rewards

info college

info dean's

Database 29/52, telecommuting 36/52, emails 20/51Workshops 17/51, social events 9/52, rewards 30/52Information about others in the college 17/52Information about Dean’s Business Office Staff 20/52

Bauer

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Study 2 Preliminary Findings Financial Team VS S N D VD NA Total

1. Responsiveness 36% (15) 40% (17) 17% (7) 2% (1) 0% (0) 5% (2) 42

2. Turnaround of documents 31% (13) 40% (17) 14% (6) 7% (3) 2% (1) 5% (2) 42

3. Availability of staff and resources 33% (14) 33% (14) 19% (8) 2% (1) 5% (2) 7% (3) 42

4. Written communication quality 40% (17) 17% (7) 29% (12) 2% (1) 2% (1) 10% (4) 42

5. Verbal communication quality 33% (14) 31% (13) 19% (8) 5% (2) 2% (1) 10% (4) 42

6. Timely information sharing 29% (12) 29% (12) 26% (11) 5% (2) 7% (3) 5% (2) 42

7. Promotion of team atmosphere 29% (12) 17% (7) 29% (12) 7% (3) 7% (3) 12% (5) 42

8. Consistency (not providing contradictory information) 31% (13) 31% (13) 17% (7) 7% (3) 7% (3) 7% (3) 42

Belonging = Affective 0

2

4

6

8

10

12

14

16

18

s agree agree neutral disagree s disagree

belonging

continuence

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Focus Areas • Team Atmosphere • Interruptions• Distributive Justice (staff appreciation) • Incivility and strain• Various policy changes• Segments

Financial: strength: responsiveness weakness: consistency **

HR/Payroll: strength: verbal communication weakness: consistency

Administrative: strength: verbal communication weakness: team atmosphere

Strain

Incivility

Satisfaction

Bauer

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Focus Group • What? A method of research that involves groups discussing

specific ideas or topics, guided by a moderator.

• Why? To develop and implement practical solutions for the issues

identified in the survey sequence

• When? Thursday July 17 at 10:00

• Where? Here! Room 203

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Catalogue of all Findings Survey (1)

1. How would you rate the Dean’s Business Office on these qualities?

Very Dissatisfied Dissatisfied Neutral Satisfied Very SatisfiedResponse

Total

1. Responsiveness 0% (0) 4% (2) 22% (11) 50% (25) 24% (12) 50

2. Turnaround of documents 2% (1) 2% (1) 24% (12) 51% (25) 20% (10) 49

3. Availability of staff and resources 2% (1) 6% (3) 24% (12) 42% (21) 26% (13) 50

4. Written communication quality 2% (1) 14% (7) 20% (10) 35% (18) 29% (15) 51

5. Verbal communication quality 2% (1) 20% (10) 16% (8) 33% (16) 29% (14) 49

6. Accuracy of information provided 2% (1) 18% (9) 27% (14) 31% (16) 22% (11) 51

7. Timely information sharing 4% (2) 20% (10) 24% (12) 35% (18) 18% (9) 51

8. Promotion of team atmosphere 4% (2) 24% (12) 31% (16) 22% (11) 20% (10) 51

Bauer

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All Findings Survey (1)

Bauer

OrganizationalConstraint

>1 time per month/never

1-2 times per

month

1-2 times per

week

1-2 times per day

Several times per day

Response Total

1. Organizational rules and procedures. 43% (21) 35% (17) 10% (5) 10% (5) 2% (1) 49

2. Other employees. 37% (18) 33% (16) 24% (12) 2% (1) 4% (2) 49

3. Your supervisor. 72% (34) 11% (5) 6% (3) 4% (2) 6% (3) 47

4. Lack of equipment or supplies. 61% (30) 24% (12) 10% (5) 0% (0) 4% (2) 49

5. Inadequate training. 62% (30) 25% (12) 6% (3) 2% (1) 4% (2) 48

6. Interruptions by other people. 16% (8) 31% (15) 10% (5) 18% (9) 24% (12) 49

7. Lack of necessary information about what to do or how to do it. 35% (17) 31% (15) 20% (10) 8% (4) 6% (3) 49

8. Conflicting job demands. 39% (19) 20% (10) 16% (8) 14% (7) 10% (5) 49

9. Inadequate help from others. 52% (25) 19% (9) 21% (10) 4% (2) 4% (2) 48

10. Incorrect instructions. 49% (24) 29% (14) 14% (7) 0% (0) 8% (4) 49

2. How often do you find it difficult or impossible to do your job because of ___________? 2. How often do you find it difficult or impossible to do your job because of ___________?

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Very Small Small Neutral Large Very LargeResponse

Total

1. Have those procedures been applied consistently? 4% (2) 12% (6) 45% (22) 24% (12) 14% (7) 49

2. Have those procedures been free of bias? 10% (5) 20% (10) 36% (18) 20% (10) 14% (7) 50

3. Have you been able to appeal the outcomes of those procedures? 12% (6) 6% (3) 62% (31) 12% (6) 8% (4) 50

Bauer

The following items refer to the procedures implemented by the Dean's Business Office.To what extent:

The following items refer to the procedures implemented by the Dean's Business Office.To what extent:


Total

1. Have Dean’s Office staff members been candid in their communications with you? 4% (2) 12% (6) 30% (15) 26% (13) 28% (14) 50

2. Have Dean’s Office staff members explained the procedures thoroughly? 6% (3) 8% (4) 37% (18) 31% (15) 18% (9) 49

3. Have Dean’s Office staff members communicated details in a timely manner? 4% (2) 8% (4) 41% (20) 31% (15) 16% (8) 49

To what extent:To what extent:

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All Findings Survey (1)• What could we do to make your job easier?

Please see full list of comments from survey one on pages 13-15. • The following items refer to your treatment by Dean’s Business Office staff.

To what extent:


Total

1. Does your treatment by Dean’s office staff reflect the effort you have put into your work? 12% (6) 2% (1) 36% (18) 32% (16) 18% (9) 50

2. Have Dean’s Office staff treated you with respect? 2% (1) 4% (2) 20% (10) 28% (14) 46% (23) 50

3. Have Dean’s Office staff refrained from making improper remarks, comments or jokes? 2% (1) 0% (0) 26% (13) 30% (15) 42% (21) 5

Bauer

Strongly Disagree Disagree

Neither Agree nor Disagree Agree

Strongly Agree

Response Total

I know what level of performance is considered acceptable by my supervisor. 6% (3) 4% (2) 10% (5) 52% (26) 28% (14) 50

I am certain how to go about getting my job done (the methods to use). 2% (1) 4% (2) 14% (7) 44% (22) 36% (18) 50

I know when I should be doing a particular aspect (part) of my job. 2% (1) 6% (3) 12% (6) 38% (19) 42% (21) 50

I am certain about the sequencing of my work activities (when to do what). 6% (3) 6% (3) 8% (4) 40% (20) 40% (20) 50

• Here are a few statements describing ambiguity you may experience at work. • Here are a few statements describing ambiguity you may experience at work.

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Catalogue of all Findings Survey (2)

Bauer

GeneralSatisfaction Strongly Agree Agree Neutral Disagree

Strongly Disagree

Response Total

I feel fairly satisfied with my present job. 28% (14) 48% (24) 10% (5) 10% (5) 4% (2) 50

Most days I am enthusiastic about my work. 25% (13) 52% (27) 6% (3) 15% (8) 2% (1) 52

Each day at work seems like it will never end. 6% (3) 14% (7) 20% (10) 39% (19) 20% (10) 49

I find real enjoyment in my work. 29% (14) 46% (22) 15% (7) 8% (4) 2% (1) 48

I consider my job to be rather unpleasant. 4% (2) 6% (3) 14% (7) 42% (21) 34% (17) 50

How do you feel about your job?How do you feel about your job?

oror

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All Findings Survey (2)• Are there Dean's Business Office policies that you find particularly

helpful? (24 respondents) – Please note: Some respondents answered the aforementioned question in the form of comments, questions, or suggestions for change.

– Yes– Sara’s HR insight, we need a clearer room reservation system– All– My initial meeting after being hired was very welcoming – Cash handling policies– Staff tuition scholarship– No– All of the policies are good but, they should be distributed to the faculty and

staff– Open door policy; Dean’s office authority figures are kind and responsive– Time stamping documents, responsiveness and emails with notifications of

important dates– Not really, no policies are not universally helpful to all staff– I do not know what the Dean’s Business Office’s policies are. It would be

helpful in these policies were sent to staff via email or put on a webpage.

Bauer

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All Findings Survey (2)• Policies that you find particularly helpful (continued)

– We don’t know enough about our policies, procedures and options – Working with Business Administrators to set deadlines– What are the rules and regulations of graduate assistants and work

studies?– Scholarship reimbursement for staff!– I am unfamiliar with Dean’s Business Office Policies– None– No– We are not always notified of changes– Course development sessions– Staff in the Dean’s Business Office are very kind and supportive.– Yes– Helpful and efficient

Bauer

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All Findings Survey (2)Please indicate your agreement with the following statements by selecting the appropriate buttons.

Please indicate your agreement with the following statements by selecting the appropriate buttons.

Affective Commitment Strongly

Agree Agree Neutral DisagreeStrongly Disagree

Response Total

I would be very happy to spend the rest of my career with this organization. 25% (13) 31% (16) 21% (11) 17% (9) 6% (3) 52

I enjoy discussing my organization with people outside it. 27% (14) 37% (19) 19% (10) 12% (6) 6% (3) 52

I really feel as if this organization's problems are my own. 6% (3) 25% (13) 29% (15) 29% (15) 12% (6) 52

I think that I could easily become as attached to another organization as I am to this one. 8% (4) 31% (16) 42% (22) 17% (9) 2% (1) 52

I do not feel like 'part of the family' at my organization. 6% (3) 15% (8) 23% (12) 40% (21) 15% (8) 52

I do not feel 'emotionally attached' to this organization. 10% (5) 19% (10) 19% (10) 37% (19) 15% (8) 52

I do not feel a strong sense of belonging to my organization. 8% (4) 15% (8) 25% (13) 31% (16) 21% (11) 52

Bauer

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All Findings Survey (2)• Is there anything that the Dean's Business Office does that makes

your job more difficult? (24 respondents) Please note: Some respondents answered the aforementioned question in the form of comments, questions, or suggestions for change.– No (6)– Not being informed of student related policy changes

(especially tuition and fee issues)– Please provide a list of Bauer facts – Policy development and enforcement are inconsistent (3)– Suggestion: telecommuting program – Different individuals within the Dean’s Business office may

provide conflicting answers to specific questions. – No problems, the Dean’s Business Office applies M.A.P.P.

consistently

Bauer

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• What does the Dean's Business Office do that makes your job more difficult?– I do not feel comfortable with the administrative portion of the Dean’s

Business Office. Our previous supervisor promoted the idea that the Dean’s Business Office was more interested in hindering staff than in helping staff. Our supervisor also promoted the idea that our opinions and suggestion were of little significance. I know of no resolution for these trust issues.

– Working women experience issues with the flex hours plan because daycares do not operate on the same timeframe as the flex hours plan or the plan without flex hours. Telecommuting should supplement flex time.

– Praises, raises and awards should be distributed more fairly. If the distribution was fair people would be more satisfied and feel happy to celebrate the success of others.

– Inconsistency

Bauer

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All Findings Survey (2)• What does the Dean's Business Office

do that makes your job more difficult?

– Follow up on a recent request, departments do not allow 24 hour turn around laps periods

– Having to submit a spreadsheet with the SDOL/P and Tcard reports– Contracts and travel paperwork – Trust issues exist between the various departments and the Dean’s

Business Office. The Business Office may not fully understand the interworking of the various departments and centers. The absence of knowledge about the departments leads the Dean’s Office to send back documents and ask for justifications at a greater rate or frequency than is necessary. The Dean’s Office should be held responsible when their auditing mistakes lead to the return of documents from the university level.

To examine the Bauer College staff’s most common physiological symptoms or possible physiological responses to stress please see slide 16. Bauer

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Bauer

Please indicate your agreement with the following statements by selecting the appropriate buttons. (Continuance Commitment)

Please indicate your agreement with the following statements by selecting the appropriate buttons. (Continuance Commitment)

Continuance Commitment Strongly

Agree Agree Neutral DisagreeStrongly Disagree

Response Total

I am not afraid of what might happen if I quit my job without having another one lined up. 2% (1) 15% (8) 13% (7) 44% (23) 25% (13) 52

Too much in my life would be disrupted if I decided I wanted to leave my organization now. 13% (7) 37% (19) 25% (13) 17% (9) 8% (4) 52

It wouldn't be too costly for me to leave my organization now. 12% (6) 17% (9) 29% (15) 23% (12) 19% (10) 52

Right now, staying with my organization is a matter of necessity as much as desire. 17% (9) 38% (20) 29% (15) 15% (8) 0% (0) 52

One of the few serious consequences of leaving this organization would be the scarcity of available alternatives. 10% (5) 33% (17) 21% (11) 31% (16) 6% (3) 52

One of the major reasons I continue to work for this organization is that leaving would require considerable personal sacrifice - another organization may not match the overall benefits I have here. 12% (6) 39% (20) 25% (13) 22% (11) 2% (1) 51

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Bauer

Very Important Important Neutral Unimportant V unimportant Total

Database or website with current information about changing procedures 55% (29) 38% (20) 8% (4) 0% (0) 0% (0) 53

A telecommuting or work from home program 70% (37) 21% (11) 8% (4) 2% (1) 0% (0) 53

More emails about policy changes 38% (20) 40% (21) 17% (9) 4% (2) 0% (0) 52

More workshops and staff development meetings 33% (17) 37% (19) 21% (11) 6% (3) 4% (2) 52

More social events for staff 17% (9) 34% (18) 36% (19) 8% (4) 6% (3) 53

More efforts to reward staff achievement 57% (30) 23% (12) 17% (9) 2% (1) 2% (1) 53

How do you feel about the proposed changes listed below?How do you feel about the proposed changes listed below?

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Bauer

Incivility StronglyAgree Agree Neutral Disagree

StronglyDisagree

Response Total

Put you down or were condescending to you? 25% (13) 21% (11) 9% (5) 28% (15) 17% (9) 53

Paid little attention to your statements or showed little interest in your opinion? 25% (13) 23% (12) 8% (4) 26% (14) 19% (10) 53

Made demeaning or derogatory remarks about you? 15% (8) 9% (5) 19% (10) 28% (15) 28% (15) 53

Addressed you in unprofessional terms, either publicly or privately? 23% (12) 15% (8) 9% (5) 28% (15) 25% (13) 53

Ignored or excluded you from professional camaraderie? 19% (10) 32% (17) 9% (5) 21% (11) 19% (10) 53

Doubted your judgment on a matter over which you have responsibility? 21% (11) 28% (15) 8% (4) 25% (13) 19% (10) 53

During the PAST YEAR have you been in a situation where any of your superiors or coworkers:

During the PAST YEAR have you been in a situation where any of your superiors or coworkers:

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Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied N/A

1. Responsiveness 37% (16) 40% (17) 16% (7) 2% (1) 0% (0) 5% (2)

2. Turnaround of documents 33% (14) 40% (17) 14% (6) 7% (3) 2% (1) 5% (2)

3. Availability of staff and resources 35% (15) 33% (14) 19% (8) 2% (1) 5% (2) 7% (3)

4. Written communication quality 40% (17) 16% (7) 28% (12) 5% (2) 2% (1) 9% (4)

5. Verbal communication quality 33% (14) 33% (14) 19% (8) 5% (2) 2% (1) 9% (4)

6. Timely information sharing 30% (13) 28% (12) 26% (11) 5% (2) 7% (3) 5% (2)

Very Satisfied Satisfied Neutral Dissatisfied V Dissatisfied N/A

1. Responsiveness 21% (9) 47% (20) 19% (8) 5% (2) 2% (1) 7% (3)






Bauer

Please rate the Dean's Business Office's Financial Team on these factors. Please rate the Dean's Business Office's Financial Team on these factors.

Please rate the HR/Payroll portion of the Dean's Business Office on these factors.Please rate the HR/Payroll portion of the Dean's Business Office on these factors.

your name


Bauer

Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied N/A

1. Responsiveness 30% (13) 40% (17) 21% (9) 9% (4) 0% (0) 0% (0)






Please rate the Administrative portion of the Dean's Business Office on these factors.

Please rate the Administrative portion of the Dean's Business Office on these factors.

Please note 43 employees participated in the evaluation of each of the (3) portions of the Dean’s Business Office (slides 35 and 36).

Please note 43 employees participated in the evaluation of each of the (3) portions of the Dean’s Business Office (slides 35 and 36).

2008 Staff Survey Study

Documents