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Purchasing Services Satisfaction Surveys Purpose: To determine staff and faculty satisfaction with the
services and resources provided through the Purchasing Services and Warehouse Services departments
Methodology: Two separate surveys administered via email Staff in Spring 2011 Faculty in Fall 2011
Sample: 44 staff completed the staff survey 12 faculty completed the faculty survey (not sufficient for data
analyses)
2
Staff Survey Staff Responded to Six Sets of Items: 1) Datatel Module 2) Purchasing Process 3) Other Purchasing Services and Resources 4) Purchasing Services Staff and Warehouse Services Staff 5) Warehouse Services 6) Suggestions for Improvement
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Staff Survey - Datatel Module 25 of 44 respondents (56.8%) used the Datatel Purchasing
(PU) Module 7 of the 25 respondents (28.0%) who reportedly use the
Datatel PU Module would like more training
Ease of Use
Training Quality
Training Length
Very Dissatisfied 1
Dissatisfied 2
Neutral 3
Satisfied 4
Very Satisfied 5 M = 3.65
M = 3.39
M = 3.48
5
Staff Survey - Purchasing Process
Purchase Order Completion Time
Accuracy of PO Processing
Cost Savings
Very Unimportant 1
Unimportant 2
Neutral 3
Important 4
Very Important 5
Item Delivery Time
Ability to Source Qualified Suppliers
7
M = 4.62
M = 4.76
M = 4.28
M = 4.41
M = 4.14
Staff Survey - Purchasing Process
Purchase Order Completion Time
Accuracy of PO Processing
Cost Savings
Very Dissatisfied 1
Dissatisfied 2
Neutral 3
Satisfied 4
Very Satisfied 5
Item Delivery Time
Ability to Source Qualified Suppliers
8
M = 3.14
M = 4.08
M = 3.60
M = 3.81
M = 3.71
Staff Survey - Other Purchasing Services and Resources
Budget Lookup
PO Change Request Process
FF&E Change Request Process
Very Uncomfortable 1
Uncomfortable 2
Neutral 3
Comfortable 4
Very Comfortable 5
Product Returns Process
Product Exchange Process
Product Repair Process
Office Depot Online Ordering
10
M = 4.41
M = 3.79
M = 3.30
M = 3.48
M = 3.55
M = 3.29
M = 4.81
Staff Survey - Other Purchasing Services and Resources
Budget Lookup
PO Change Request Process
FF&E Change Request Process
Very Dissatisfied 1
Dissatisfied 2
Neutral 3
Satisfied 4
Very Satisfied 5
Product Returns Process
Product Exchange Process
Product Repair Process
Office Depot Online Ordering
11
M = 4.09
M = 3.44
M = 3.36
M = 3.57
M = 3.65
M = 3.33
M = 4.64
Staff Survey - Purchasing Services Staff
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The majority (69.8%) of respondents indicated a desire for their buyer/point of contact to visit them on an “as needed” basis
Professionalism
Responsiveness
Very Dissatisfied 1
Dissatisfied 2
Neutral 3
Satisfied 4
Very Satisfied 5
Knowledge
M = 4.37
M = 4.02
M = 4.21
Staff Survey - Warehouse Services Staff
Professionalism
Responsiveness
Very Dissatisfied 1
Dissatisfied 2
Neutral 3
Satisfied 4
Very Satisfied 5
Knowledge
14
M = 4.05
M = 3.93
M = 3.91
Staff Survey - Warehouse Services
Clarity of Mail Pick-up and Delivery Schedule
Convenience of Mail Pick-up and Delivery Schedule
Very Dissatisfied 1
Dissatisfied 2
Neutral 3
Satisfied 4
Very Satisfied 5
Accommodation of Special Delivery Pick-up Requests
16
M = 3.64
M = 3.64
M = 3.74
Staff Survey – Suggestions for Improvements to Purchasing Services
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16 staff provided comments 7 staff provided positive feedback about Purchasing Services
staff 5 staff suggested shortening request processing time 2 staff suggested improving customer service 1 staff suggested improving communications between
Purchasing Services and Warehouse departments 1 staff suggested improving the requisition form in Datatel 1 staff suggested adding follow-up communications as part of
the requisition process
Staff Survey – Suggestions for Improvements to Warehouse Services
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18 staff provided comments 9 staff suggested improving the accuracy of mail deliveries 5 staff provided positive feedback about Warehouse Services
staff and/or processes 2 staff suggested improving customer service 1 staff suggested including packing slips in all deliveries 1 staff suggested adding staff
Summary of Findings – Purchasing Services
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Survey respondents were, on average, less than satisfied with purchase order completion time, cost savings, item delivery time, and ability to source qualified suppliers
On the other hand, survey respondents were, on average, satisfied with the accuracy of purchase order processing
Survey respondents were, on average, comfortable and satisfied with budget lookup and Office Depot online ordering
On the other hand, survey respondents were, on average, less than comfortable and less than satisfied with the purchase order change request process, FF&E change request process, product returns process, product exchange process, and product repair process
Summary of Findings – Purchasing Services
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Data indicate that staff could benefit from additional Datatel trainings – but the quality of training should be improved
Survey respondents were, on average, satisfied with the professionalism, responsiveness, and knowledge of Purchasing Services staff
Open-ended comments primarily focused on suggestions to shorten the time it takes to process requests
Summary of Findings –Warehouse Services
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Survey respondents were, on average, satisfied with the professionalism but slightly less than satisfied with the responsiveness and knowledge of Warehouse Services staff
Survey respondents were, on average, less than satisfied with the clarity of the mail pick-up and delivery schedule, the convenience of the mail pick-up and delivery schedule, and the accommodation of special delivery pick-up requests
Open-ended comments primarily focused on suggestions to improve the accuracy of mail delivery