Quality Improvement - Campus Program

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Quality Improvement

Contact us: (323) 343-3508

QI Program Email
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Campus QI Program

Currently, the Cal State L.A. Quality Improvement Program assists divisions and functional areas with the following activities:

 Â·        Survey Design & Administration

In Spring 2005, four functional areas within Administration and Finance participated in the system-wide Customer Satisfaction Surveys. These surveys were administered through an online email service called “SurveyMonkey” and were collaborated by the Chancellor’s Office and the functional areas. The four functional service groups involved in the Customer Satisfaction Survey process are:

o       Facilities Services

o       Human Resources Management

o       Public Safety:

§         Parking Services

§         University Police

o       Shipping and Receiving

The results from these surveys supply data to validate current systems and/or programs and assist functional units by offering specific suggestions for improvement. Additionally, this data helps academic departments answer direct questions for accreditation purposes.

Note: The survey results are not yet available for viewing.

·        Process Analysis and Improvement

Several division representatives participated in the first phase of Process Analysis and Improvement, better known as Process Mapping. www.calstate.edu/QI/qi_processmap.shtml

For Human Resources Management, this participation finalized their Employee Separation Policy.

Ana Martinez, Employment Services/HRM commentedÂ…

“I knew the university separation process was ineffective, separations were not being received in a timely manner, forms were being lost, key departments were not being notified etc.   When I  attended  the process mapping workshop and mapped the entire process from start to finish, including the number of times the form had to change hands, and received input from personnel outside HRM, we were able to determine that there was an easier method of communicating the separation to various departments on campus.  This helped eliminate many of the extra steps it took to get a completed separation form to HRM.

We are now in the last stages of our new on-line separation form.  The new form will utilize our existing technology (email) so that key departments are notified of a separating employee via email instead of waiting for a hard copy of the separation form.”