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Measuring Department Wide Staff Satisfaction at Queen’s University

Measuring Department Wide Staff Satisfaction at Queen’s University. Canadian National Higher Education Information Technology Conference -- June 2003 Trish Forrest, Ph.D. Overview. History How did we get here? Lessons/challenges Staff Satisfaction Survey Development Survey criteria

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Measuring Department Wide Staff Satisfaction at Queen’s University

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  1. Measuring Department Wide Staff Satisfaction atQueen’s University Canadian National Higher Education Information Technology Conference -- June 2003 Trish Forrest, Ph.D

  2. Overview • History • How did we get here? • Lessons/challenges • Staff Satisfaction Survey Development • Survey criteria • What is a useful survey? • Survey constructs & writing good items • Benefits • Questions

  3. History • Services Review – March 1999 • Winter-2000 team building/service reorganization • Lessons learned • Summer-2000 staff satisfaction survey

  4. Survey Anonymous Hardcopy Short & Simple Voluntary Useful Results Disclosure to staff Confidential Staff Satisfaction Survey Criteria

  5. What Is A Useful Survey? • Asks questions that we need answers to on various topics (staff satisfaction constructs) • Answers enable us to make decisions and take action (increase satisfaction) • Repeated to objectively assess change • Links survey results to change for staff

  6. Survey Development Steps • 1. Research job satisfaction constructs • 2. Select and add other constructs • 3. Define each construct • 4. Write a pool of items based on these definitions • 5. Evaluate and select items • 6. Create comment items and demographic variables

  7. Autonomy Authority Career Compensation Environment Job Security Mgr Relations Peer Relations Positive Attitude Pride Personal Dev. Professional Dev. Recognition Responsibility Staff Satisfaction Constructs

  8. Staff Satisfaction: Core Constructs • Autonomy • Compensation • Job Security • Mgr Relations • Supervisor Relations • Personal/Professional Development

  9. 1. Consistent understanding 2. Consistently administered 3. Adequate answers consistently communicated 4. Respondents must be able to answer all questions 5. Respondents must be willing to provide answers Fowler, F. (1995) Improving Survey Questions: Design and Evaluation. Sage.

  10. Staff Satisfaction: Writing Good Items • 1. Short & simple language Long clauses introduce ambiguity • 2. Single thought You need to know what is being responded to • 3. Marker items (Response sets)

  11. Benefits Improved Staff Satisfaction Engaged & committed staff Improvedservice delivery Improved Customer Satisfaction Increased External Image

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