Duplications Review and Assessment

Transcription

1 Duplications Review and Assessment General Comments The following review and assessment of the Duplications Department has been created in an effort to make the department more responsive to the needs of the college, while striving to meet the everchanging needs and timelines of the faculty and staff. The Duplications Department has been serving the needs of both faculty and staff at Cabrillo College for more than 45 years. The Department supports students, staff, administration and faculty s teaching objectives, as it relates to the College s overall Mission, Goals and Objectives and the Core 4. Goal 1. Enable students attainment of their educational goals, including degrees and certificates, transfer, job placement and advancement, basic skills, and lifelong learning. Goal 2. Develop and implement curricula that respond to student learning needs, changes in technology, transfer education, the economy, and the workplace. Duplications supports the student learning process, including the Core 4, by having the appropriate printed materials available for use in all classes and labs so that students can succeed in their studies. Staff and administration, through the support of Duplications, is able to provide Board Books, Budget Books, Scholarship/Financial Aid information, Applications for Admissions, Employment Applications, etc. to the campus, students and community. Review Components Scope of Review Duplications Vision and Mission Statement Overview of Duplications Services Duplications Benchmark and Measurement Data Cabrillo Trend Review Self-review Observations, Discussion and Recommendations Goals, Strategies and Standards Six-Year Plan and Unmet Needs Scope of the Review and Assessment All functional and organizational components of Duplications were reviewed. Input was solicited from Duplications personnel; faculty and administration were surveyed on Duplications effectiveness. Research was performed to compile meaningful and objective peer benchmark data. Duplications goals were established or revised based on assessment findings and were compared against the goals and needs to the College both for the present and future.

2 Duplications Vision We will strive to provide the highest level of Duplications support to Cabrillo College s faculty, staff and administration. The services provided by Duplications, enable staff, students and faculty to optimize the teaching and learning process. Our success will be evidenced by our ability to: Satisfy our customer s needs in a timely and efficient manner Provide high quality printing materials for students, faculty and support staff Continually streamline and simplify our tasks through good management practices and the use of appropriate tools and technology Regularly review our offerings to insure that Department and Division needs are met. Continuously contribute to the achievement of the College s goal Duplications Mission Statement The mission of Cabrillo Duplications is to provide quality services and materials in a timely manner to staff, students, administration and faculty. In support of this Mission, Duplications will also be in compliance with copyright law, while supporting the instructional process. Overview of Duplications Services Duplications primary function is to produce printed materials for students, faculty, staff and administration in the form of course syllabi and handouts, exams, Readers, Board Books, Budget Books, Scholarship/Financial Aid information, Applications for Admissions, Employment Applications, etc., as needed to service the Mission of the College. Duplications is currently staffed with one operator from 7:00 a.m. 4:00 p.m., Monday thru Friday, 12 months. A warehouse employee is trained to back-up the operator when sick or on vacation. Duplications services are provided to the Aptos and Watsonville campus, and in the future the Scotts Valley Center. Work orders are distributed in the mail room, Duplications Department and on-line, with submission through the mail room or direct to Duplications for processing. Completed work orders are distributed through mail services for distribution or picked up by the requestor in Duplications. When the press operator retired in 2000, we no longer provided services on that machine based on the low volume of work and significant cost of replacing the expensive and dated equipment. It was decided to sell the press and outsource the small volume of work. In February 2003, a Xerox Docutech was purchased along with a stand alone binder and laminator. The Docutech is a networked machine with binding capability, which has increased the number of electronic submissions and provides the operator with the ability to clean-up and straighten documents submitted for print. The Docutech replaced a Xerox 5100, which was not networked and could not bind. With the range of services offered (copying, binding, folding, three-hole punch, padding and laminating) Duplications has been able to meet the majority of campus needs, with minimal work contracted outside the College.

3 Duplications Benchmark and Measurement Data A campus wide survey was distributed (paper and on-line) to faculty, administration and staff on the Aptos and Watsonville campuses. A total of 164 responses were received (attachment B). The averages in all categories were consistently high showing that the Department is successful in providing basic services and therefore supporting student learning. Respondents were asked to rate questions based on a scale of 1 3, with 3 being highest; or a scale of 1-5, with 5 being the highest. Comments were solicited, recorded and integrated in the Self-Review Observations, Discussion and Recommendations portion. Rating: 3 highest score 1 lowest score Question # Response Average Comment Rating Are you aware of the services provided by the % Very Aware Duplications Department on campus? How often do you use the service provided by the Duplications Department? Rating: 5 highest score 1 lowest score Question # Response Average Rating % Frequently (Jobs submitted every semester) Comment Are jobs easy to submit? % Good or Excellent Addition of submissions in 2003 has enhanced the process Are the Duplications Request forms selfexplanatory and easy to use? Are you satisfied with the quality of services received from the Duplications Dept.? Are you satisfied with the quantity of services provided by the Duplications Department? Do you find the Duplications staff to be helpful and available? Are you satisfied with the Duplications Department response to your questions or problems involving a duplications request? Are your work requests processed timely to meet your needs? % Good or Excellent % or Very % or Very Page limitations were noted as an area to review % Helpful or Very Helpful This is the highest rated category in the survey, with excellent results % or Very % Good to Very Timely ADD BENCHMARK DATA FROM COMMUNITY COLLEGES HERE

4 Cabrillo Trend Budgeting and staffing have remained static (attachment C) since A half-time budgeted position was eliminated in 2000, as the demand for Duplications Services has decreased in recent years. The reduction in demand can be attributed to on-line courses, advancement in technology and a shift to Divisions providing access to department copiers. On-campus copiers have been in competition with Duplications as they provide better quality, on-demand copying and have more capabilities than previous equipment, including networking. With the college expansion plan for the Watsonville, Aptos and Scotts Valley locations, an anticipated increase in campus enrollment could affect the volume of Duplications requests. Self-Review Observations, Discussion and Recommendations The Duplications Department provides essential services to the Cabrillo students, faculty, staff and administration. The hours of operation, equipment, range of services and staff are in-line with the volume of work offered and competitive with other schools. The Duplication operator has a great depth of knowledge, expertise and tenure, which insures the smooth day-to-day operations of the department. Policies and Guidelines are available in the Duplications Department. It is recommended that the Policies and Guidelines be accessible on the website along with the range of services offered. This will benefit Duplications customers and increase the current level of awareness of the department services and policies. Student enrollment and Cabrillo staffing have remained steady over the past 5 years. Duplications requests have decreased over this period of time due to on-line courses, in-house jobs and technological advancements. The staffing of Duplications has remained steady with one operator during the past 5 years and seems adequate for the services requested. Concerns were expressed due to the one person department performing department functions when the operator is sick or on vacation. A back-up operator is needed or another source to back-fill for duplication services. Centralizing Duplications on the main campus or in close proximity to another department could allow for the additional coverage needed, training and provide added accessibility to Duplications for customers. Some respondents of the survey would like quicker turnaround times, access to self-service equipment and longer hours, which would need to be evaluated. Due to the fact the department does not charge for most work performed, the District ends up subsidizing the department. In fiscal the District subsidized the department by $93,318, plus the cost of employee benefits. The subsidized amount includes the purchase of the Xerox Docutech (annualized over 5 years, ending in 2008), a maintenance contract and the operator s salary. The per copy cost, including all services and paper qualities for Duplications averages.027 cents per copy. If the work had been outsourced the average per-copy cost would have been.06 cents through FedEx-Kinko s, which is a discounted rate for commercial and volume usage. Goals, Strategies and Timeline Duplications is primarily a customer service driven organization. Therefore, the goals of the Department must address the quality and quantity of work performed in the service of our customers. The following goals are measurements for success in meeting the needs of our customers. The campus survey measured these goals and the outcome reviewed. 1. Provide range of duplicating services 2. Meet customer deadlines 3. Helpful and available staff to supports customer s needs 4. Respond to requests, questions and concerns in a timely and professional manner

5 Goal Strategy Timeline Evaluate the range of duplicating services. Provide range of duplicating services. a) Survey results indicate that color printing would be desirable. An analysis and cost benefit should be conducted for the need for color copier service. Implementation to be determined based on analysis. Meet customer deadlines. Helpful and available staff to support customer s needs. Respond to requests, questions and concerns in a timely and professional manner. b) Post duplicating services on Cabrillo website to increase customer awareness of services and policies. Evaluate turnaround time and deadlines. Comments indicate there is a need for shorter turnaround times (same day) during peak times and for last minute jobs. Evaluate customer support and hours of operation. Comments indicate that the Operator is responsive to customer needs, although a backup operator or another source to back-fill is needed. Evaluate communication channels for customers. Comments indicate that the Operator is quick to respond, competent, professional and friendly in dealing with customers. Spring 2007 Explore ways to provide additional rush service, analyze equipment needs and staffing. Implementation to be determined based on analysis. Posting hours and providing consistent back-up would enhance the customer experience Implementation to be determined based on analysis. Continue to update communication channels as needed (web, , etc.) Six-Year Plan and Unmet Needs The purpose of the six-year plan is to consider the overall goals and objectives of the Duplications Department, along with the various components of the programs review, such as the departments Vision / Mission statement, Benchmark Data, Trends and Self Review Observations, Recommendations. Based on the review, the duplicating needs of the students, faculty, staff and administration are being met.