Campus QI Program
the Cal State L.A. Quality Improvement Program assists divisions
and functional areas with the following activities:
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 Â“SurveyMonkeyÂ” and were
collaborated by the ChancellorÂ’s Office and the functional areas.
The four functional service groups involved in the Customer
Satisfaction Survey process are:
Human Resources Management
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.
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.
For Human Resources Management, this
participation finalized their Employee Separation Policy.
Employment Services/HRM commentedÂ…
Â“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.Â”