UNIVERSITY OF KANSAS Changing for Excellence. Shared Service Centers KU Employee Satisfaction Survey

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Gloria Newman
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UNIVERSITY OF KANSAS Changing for Excellence Shared Service Centers KU Employee Satisfaction Survey Purpose This employee satisfaction survey was performed in August prior to the implementation of

1 UNIVERSITY OF KANSAS Changing for Excellence Shared Service Centers KU Employee Satisfaction Survey Purpose This employee satisfaction survey was performed in August prior to the implementation of Shared Service Centers (SSC). The survey was distributed to all Unclassified Professional Staff (UPS) and University Support Staff (USS) as well as to Faculty and Unclassified Academic Staff. The results provide a baseline of employee satisfaction which will be used now and in the future to monitor the mood and opinions of KU s workforce. The University will administer the survey annually. Participation 856 personnel completed the survey, including: o 6 USS staff o 5 UPS staff o Faculty o Graduate Assistants o 8 staff did not indicate their staff class Respondents included staff who perform activities related to travel and expense reimbursement, purchasing, hiring and other HR support, financial and budgeting support and research administration 6 respondents answered optional questions relating to the shared service centers implementation, providing input on staffing, training, communication and the work of SSC committees Hundreds of answers to free text questions were collected; links to these responses are provided within the results in the remainder of this document (responses are included as written with only identifying information removed) A majority of respondents believe their supervisors value their time and skills and also feel a great sense of pride to work for and be associated with KU Some respondents feel overworked and express doubts about the ability to advance in their careers A number of free-text responses expressed concern over the pace of changes at KU and the ability of the University to successfully implement SSCs; on the other hand, some respondents, including those who have experienced shared service centers in the past, expressed optimism in the positive outcomes SSCs could create Other responses to free-text questions expressed frustration with their current situation and/or supervisors The detailed results, seen below, display the survey responses graphically. The legend to interpret the graphs is also shown below.

2 KU Employee Satisfaction Survey - Complete Results Legend: Strongly Disagree Disagree Neutral Agree Strongly Agree. My supervisor understands and values the work I do. Ave.:.8 Strongly Disagree My supervisor is interested in making my job easier; I am given the freedom to find new and more efficient ways to get my work done. Strongly Disagree Ave.:.7. I have the support I need through training and access to experts to provide error-free and timely service no matter what task I am asked to perform. Strongly Disagree Ave.:.88 KU Employee Satisfaction Survey August

3 . I have enough time to complete the tasks I am assigned. Ave.:.79 Strongly Disagree I take pride in my work. Strongly Disagree Ave.: I am willing to go beyond what is expected to serve the KU community. Ave.:.65 Strongly Disagree I often leave work with a good feeling of accomplishment about the work I did. Ave.:. Strongly Disagree KU Employee Satisfaction Survey August

4 8. Other business units at KU use the same procedures I do to process routine transactions. Ave.:. Strongly Disagree I am treated with respect by my co-workers. Strongly Disagree Ave.:.. My work contributes to the mission of the University. Ave.:.59 Strongly Disagree I am confident the University is committed to providing me with a positive work environment where my personal growth and professional development are given high priority. Strongly Disagree Ave.:.59 KU Employee Satisfaction Survey August

5 . I would like to be working at KU one year from now. Ave.:.7 Strongly Disagree I am comfortable bringing issues to my supervisor without fear of punishment. Ave.:.5 Strongly Disagree Management holds employees accountable for their actions. Ave.:.66 Strongly Disagree Employees in my area are encouraged to perform at their best. Ave.:.8 Strongly Disagree KU Employee Satisfaction Survey August 5

6. I have access to the resources I need to help me do my job well (i.e. advice, materials/tools, contact with peers performing similar functions). Strongly Disagree.... 5. 6. 8 6 5.7 7.6 5. 5.5 7.97.

6 6. I have access to the resources I need to help me do my job well (i.e. advice, materials/tools, contact with peers performing similar functions). Strongly Disagree Ave.: I enjoy my job. Strongly Disagree Ave.:.7 8. My work is important to me. Strongly Disagree Ave.:.5 9. I receive clear direction from supervisors. Strongly Disagree Ave.:.86 KU Employee Satisfaction Survey August 6

7 . I feel that my supervisor understands the challenges that I face to do my job. Ave.:.9 Strongly Disagree I am clear on the roles and responsibilities of my job. Ave.:.8 Strongly Disagree My workload is reasonable. Strongly Disagree Ave.:.7. I have colleagues to whom I can turn to help me solve problems or who can take on extra work when I feel overburdened. Strongly Disagree Ave.:.7 KU Employee Satisfaction Survey August 7

8 . Employees in my unit share job knowledge with each other. Ave.:. Strongly Disagree I can see career and advancement opportunities in my current department. Strongly Disagree Ave.: I can see career and advancement opportunities at KU. Ave.:.5 Strongly Disagree I have access to the training I need to do my job well. Ave.:.79 Strongly Disagree KU Employee Satisfaction Survey August 8

9 8. I have someone at work who encourages my personal and professional development. Ave.:.7 Strongly Disagree I am professionally satisfied with my job duties and the kind of work I do. Ave.:.98 Strongly Disagree I am given opportunities to network with business officers/administrative staff in other departments. Ave.:.69 Strongly Disagree If you had the freedom to change anything about the way your office functions, what would that be? Response to Question. Do you have any additional comments, questions, or concerns you would like to share? Response to Question KU Employee Satisfaction Survey August 9

. If you would like to answer additional questions and provide supplemental information to the SSC implementation project, please respond "yes" below.

10 . If you would like to answer additional questions and provide supplemental information to the SSC implementation project, please respond "yes" below. These questions are not required. If you respond no, you will be taken to the final demographic questions for this survey. Yes No Ave.:.9 KU Employee Satisfaction Survey August

11 . Including staff input from around campus is critical to the SSC implementation. How likely are you to participate in the following activities, given the opportunity? 5. Town Hall Forums Ave.:.8 Will Not Participate Will Definitely Participate Total Valid Missing Weekly Office Hours Ave.:.86 Will Not Participate Will Definitely Participate Total Valid Missing Additional Surveys Ave.:.9 Will Not Participate Will Definitely Participate Total Valid Missing 9.7 KU Employee Satisfaction Survey August

12 8. Brown Bag Lunches Ave.:.87 Will Not Participate Will Definitely Participate Total Valid Missing SSC Web Site Ave.:.5 Will Not Participate Will Definitely Participate Total Valid Missing 9.7. Communication Ambassadors Ave.:.9 Will Not Participate Will Definitely Participate Total Valid Missing 9.7 KU Employee Satisfaction Survey August

13 . Website Feedback Ave.:.6 Will Not Participate Will Definitely Participate Total Valid Missing 9.7. KU Focus Groups Ave.:.5 Will Not Participate Will Definitely Participate Total Valid Missing 9.7. KU Ongoing Committees Ave.:. Will Not Participate Will Definitely Participate Total Valid Missing 9.7. We realize that the implementation of SSCs is a major change for staff on campus. Although many jobs will change, we are committed to ensuring that there is a place at KU for our talented and dedicated employees. Many of you will be asked to learn new skills, and to make decisions about what type of job you would like in the future. Which of the following types of support would be helpful to you as you consider this transition? KU Employee Satisfaction Survey August

5. Talking with my direct supervisor about my career prospects. Value Not at all helpful. 5.. 67. 5 Very helpful 5 5. 66 Total 6 856 Ave.:.7 6.

14 5. Talking with my direct supervisor about my career prospects. Value Not at all helpful Very helpful Total Ave.:.7 6. Talking with others at KU who currently work in a shared service type environment. Not at all helpful Very helpful Ave.:.7 Total Valid Missing Meeting with a career advisor at KU who can help you to consider your career prospects. Ave.:.6 Not at all helpful Very helpful Total Valid Missing 9.7 KU Employee Satisfaction Survey August

15 8. Meeting staff from other departments in your SSC grouping. Ave.:.5 Not at all helpful Very helpful Total Valid Missing Participating in a peer coaching program. Ave.:. Not at all helpful Very helpful Total Valid Missing KU workshops on coping with change. Ave.:.7 Not at all helpful Very helpful Total Valid Missing 9.7 KU Employee Satisfaction Survey August 5

16 5. Training on skills such as excel, word, access, etc. Value Not at all helpful Very helpful Total Ave.:. 5. Shadowing others at KU who have shared service center positions. Not at all helpful Very helpful Ave.:.8 Total Valid Missing Interview training. Ave.:.9 Not at all helpful Very helpful Total Valid Missing 9.7 KU Employee Satisfaction Survey August 6

5. Resume writing training. Ave.:.89 Not at all helpful. 95.. 7 8.5... 8 9.5 Very helpful 5 5. 67 7.8 Total Valid 6 5.9 Missing 9.7 55. What else can we offer that will be helpful to you?

All SSC positions should be posted, open to any staff member who wishes to apply. Value Strongly. 8.. 9. 9 5. 9 Ave.:. Total 6 856 57.

17 5. Resume writing training. Ave.:.89 Not at all helpful Very helpful Total Valid Missing What else can we offer that will be helpful to you? Response to Question 55 The Steering Committee and Design Review Committee are considering the best way to staff the SSCs. Please provide input on how you would like the staffing to be completed. 56. All SSC positions should be posted, open to any staff member who wishes to apply. Value Strongly Ave.:. Total A leadership committee should be established for each SSC, including the SSC manager and leadership staff from the impacted departments to assign staff to the SSC. Strongly Disagree Ave.:.5 Total Valid Missing 9.7 KU Employee Satisfaction Survey August 7

18 58. There should be some open positions for the SSC; however, if an individual in a department is doing more than 5% of SSC-type work, they can be asked to be moved to a SSC without interviewing. Strongly Disagree Ave.:.6 Total Valid Missing SSC positions should be offered to current KU employees first. Ave.:.5 Strongly Disagree Total Valid Missing 9.7 The Steering Committee and Design Review Committee are considering the best way to reorganize staff and responsibilities that will continue in the departments and units. Some positions in the departments will change, as responsibilities move to the SSC. Please provide input in how you would like the departmental staffing to be completed. 6. Any position which changes significantly should be posted, open to any staff member who wishes to apply. Ave.:.6 Strongly Disagree Total Valid Missing 9.7 KU Employee Satisfaction Survey August 8

19 6. The departmental leadership should redefine job descriptions, assigning new job duties to the staff remaining in the department to meet the department s priorities. Strongly Disagree Ave.:.9 Total Valid Missing There should be some open positions in the departments, and some positions that the departmental leadership can choose to assign new responsibilities to. This should be assessed on a case by case basis. Ave.:.9 Strongly Disagree Total Valid Missing Reconfigured departmental staff positions should be offered to current KU employees first. Strongly Disagree Ave.:.9 Total Valid Missing What other support can KU offer to help you with this transition? Response to Question The following activities are being considered for inclusion in SSCs by focus groups of KU staff, the SSC Steering Committee and the SSC Design Review Committee. In addition to these, are there any other activities that should be KU Employee Satisfaction Survey August 9

20 considered to move into the SSC? Response to Question What obstacles or challenges should the SSC implementation team be aware of? Response to Question Many Universities are currently implementing SSCs. Is there an implementation that you think is going particularly well, or has aspects that you would like the design teams to consider for KU? Response to Question How do you think KU can best utilize or optimize the SSC model? Response to Question Do you have any additional comments, questions, or concerns you would like to share? Response to Question 69 THIS AREA INTENTIONALLY LEFT BLANK KU Employee Satisfaction Survey August

21 7. Which of the following duties do you currently handle on a routine basis? (Please check all that apply). Response Value # of Responses Percent Graph IT help with technology problems such as software needs, desktop problems as well as web development needs and printing assistance Travel and Expense support for travel authorization and reimbursement Support to buy supplies and materials Hiring and ongoing HR support support for recruiting and onboarding staff and ongoing HR transactions Financial and budgeting support support for paying bills and understanding funds available/spent Research Administration support for sponsored research programs including grant budgets and accounting Are you most closely aligned with a School/College, Research Center or Administrative Unit? School/College Research Center..9 Administrative Unit Ave.:. Total Valid Missing.6 KU Employee Satisfaction Survey August

22 7. How long have you worked at KU (the sum of years in your current position as well as in any other capacity)? (Not required) Less than year to years..5 to 5 years to 9 years..7 to years years Ave.:.9 Total Valid Missing Administrative Unit: Please select your unit from the list below: Ave.:.85 Response Administration and Finance including FS DCM Sustainability Purchasing Parking and Transit Environmental Health and Safety and Comptroller Business & Financial Planning Office of the Provost Office of the Chancellor International Programs Information Technology Office of Public Affairs Student Services Continuing Education University Press of Kansas Libraries Edwards Campus Value # of Responses Percent Graph Total Valid 8.7 Missing What is your staff classification? Ave.: University Support Staff Unclassified Professional Staff Faculty or Unclassified Academic Staff.. GTA/GRA/GA.. Total Valid Missing KU Employee Satisfaction Survey August

23 75. Research Center: Please select your Research Center from the list below: Ave.: 5.89 Admin & Financial Services Animal Care Unit Biodiversity Institute Bio-NMR Lab Biotech Innov & Optim Center Bureau of Child Research Contracts & Negotiations Ctr for Research on Learning Ctr for Tech Commercialization Ctr Remote Sensing Ice Sheets General Research Gerontology Graduate Studies GRF Competition Hall Center for the Humanities HGBC Prg Res Area KTEC High Throughput Screening Lab Higuchi Biosciences Center Info & Telecom Tech Center Inst for Life Span Studies IPSR 6..7 Instrument Design Lab Kansas Applied Remote Sensing Kansas Geological Survey KBS KS Field Station KS Biological Survey KU Cancer Center Mass Spec Lab Med Chem Core Service Lab Microscopy & Analy Imaging Lab Molecular Graphic/Mode Lab Protein Structures Lab Research & Graduate Studies Tertiary Oil Recovery Project Transportation Research Inst X-Ray Crystallography Lab Total Valid.6 Missing KU Employee Satisfaction Survey August

76. What is your staff classification? Value University Staff. Staff. 55 Faculty or. GTA/GRA/GA. Ave.:. Total 59 697 856 77.

. Affairs and Administration Architecture Design and Planning..7 School of Law School of. 7.8 Business School of 5. 6.87 Engineering School of 6..5 Education School of 7. 5.9 Social Welfare School of 8.

24 76. What is your staff classification? Value University Staff. Staff. 55 Faculty or. GTA/GRA/GA. Ave.:. Total School/College: Please select your School/College from the list below: School of Music. 7.8 College of Liberal Arts and Sciences including the School of the Arts and the School of Public.. Affairs and Administration Architecture Design and Planning..7 School of Law School of. 7.8 Business School of Engineering School of 6..5 Education School of Social Welfare School of 8..7 Pharmacy Journalism and Mass Communications. 8.9 Total Valid Missing Ave.: What is your staff classification? Ave.:.8 University Support Staff.. Unclassified Professional Staff. 9.9 Faculty or Unclassified Academic Staff. 6.7 GTA/GRA/GA.. Total Valid 7.8 Missing KU Employee Satisfaction Survey August

25 79. University Support Staff: Please select your job title from the list below: Ave.:.8 Accountant Accountant Senior Accountant/Buyer Manager Administrative Associate Administrative Associate Sr Administrative Professional Administrative Professional Sr Animal Science Worker Audio Visual Technician Boiler Operator Boiler Operator Senior Building Systems Specialist Carpenter Carpenter Senior Communications Specialist Communications Specialist Sprv Computer Technician Computer Technician Senior Custodial Supervisor Custodian Dietitian Electrician Electrician Senior Electronics Technician Electronics Technologist Engineering Specialist Engineering Technician Equipment Mechanic Equipment Operator Facilities Specialist Food Service Supervisor Food Service Worker General Maintenance Worker General Maintenance Worker Sr Graphics Specialist HVAC Specialist HVAC Worker Senior Human Resources Specialist Human Resources Specialist Sr IT Supervisor Information Resource Speclst Instrumentation Technician Landscape Supervisor Landscape Worker Library Associate Library Assistant Licensed Practical Nurse Lock Systems Specialist Sr KU Employee Satisfaction Survey August 5

26 Maint/Svc Wkr-Safety&Sec-PSO 7.. Maint/Svc-Univ Police Spec-Det 8.. Maint/Svc-Univ. Police 9.. Management Systems Analyst 5.. Mason 5.. Museum Specialist 5.. Network Service Technician 5.. Operations/Laboratory Techn 5..5 Painter 55.. Painter Senior 56.. Payroll/Benefits Specialist 57.. Plumber 58.. Plumber Senior 59.. Police Captain 6.. Police Sergeant 6.. Procurement Specialist 6.. Radiologic Technologist 6.. Research Technologist 6.. Safety & Security Officer 65.. Safety&Security Officer-Prking 66.. Skilled Trades Manager 67.. Skilled Trades Supervisor 68.. Storekeeper 69.. Systems Software Analyst 7.. Technology Support Consultant 7.. Tech 7. Total KU Employee Satisfaction Survey August 6

27 8. University Professional Staff: Please select your job title from the list below: Ave.: 7.66 Accountant Accounting Data Manager Accounting Specialist Administrative Aide Administrative Assistant Administrative Officer Advisor Architect I Archivist Asbestos Control Specialist Assistant Assistant Administrator Assistant Dean Assistant Director Assistant Registrar Assistant To Vice Chancellor Assistant Vice Chancellor Assistant Vice Provost Assistant to the Dean Assistant to the Provost Assistant to the Vice Provost Assoc Dir Major Div/School Assoc Vice Provost/Budget Dir Associate Administrator Associate Dean Associate Director Associate Registrar Associate Vice Provost Asst Director Major Div/School Asst Director of Admissions Asst To The Chancellor/Pres Attorney A Attorney B Attorney C Attorney D Auditor Budget Analyst Building System Technician Business Manager Chemist Chief Financial Officer Communications Coordinator Comptroller Computer Information Spec Continuing Ed Instructor Coordinator Counselor Database Administrator KU Employee Satisfaction Survey August 7

28 Deputy Director 9.. Development Director 5.. Director Director Major Division/School 5.. Director Of Admissions 5.. Director Of Communications 5.. Director Of Laboratories Director Program Coordination Director University Facilities 57.. Ed Support Technologist 58.. Educational Programs Tech 59.. Electronic Technician 6.. Energy Program Manager 6.. Engineering Associate III 6.. Engineering Technician Senior 6.. Environmental Technician I 6.. Executive Assistant 65.. Executive Asst To The Pres 66.. Executive Director 67.. Extension Assistant 68.. Extension Course Instructor 69.. Facilities Serviceman 7.. Fiscal Analyst 7..7 Gen Maint Repair Tech I 7.. Geologist/Hydrologist 7.. Grant Monitor 7..7 Grant Officer Grant Specialist Graphic Designer Hazardous Waste Technician 78.. Housekeeper 79.. Information Resource Manager 8.. Information Resource Spec 8..5 Information Specialist I Information Systems Analyst Information Systems Supervisor 8.. Inspection Manager 85.. Intern 86.. Interpreter 87.. Laboratory Technician I 88.. Library Assistant Manager/Administrator Medical Staff Professional 9..7 Network Specialist 9..5 Office Administrator 9..7 Office Assistant 9.. Office Specialist 95.. Ombuds 96.. Operations Assistant 97.. Operations Manager 98.. Petroleum Engineer 99.. KU Employee Satisfaction Survey August 8

29 Pharmacist.. Pilot.. Planner.. Post-Doctoral Researcher. 8.9 Presidents Sec Chancellor.. Program Administrator 5.. Program Assistant Program Associate Program Director 8..5 Program Manager Program Specialist II.. Program Specialist I.. Programmer I.. Programmer II.. Programmer III.. Project Coordinator 5..5 Project Director 6.. Project Manager 7..7 Public Health Educator 8.. Public Information Officer 9.. Publication Assistant II.. Research Aide.. Research Analyst..7 Research Assistant.. Research Associate..9 Research Technician 5..5 Residence Life Complex Dir 6.. Senior Auditor 7.. Senior Coordinator 8..5 Senior Editor 9.. Senior Research Assistant..5 Senior Research Associate..5 Service Manager.. Sr Student Health Physician.. Sr Systems Programmer.. Statistical & Info Officer 5.. Supervisor/Administrator 6.. Systems Analyst Systems Specialist 8..6 Teacher 9.. Technical Assistance Officer.. Technical Director/Admin.. Technology Coordinator.. Telecommunications Analyst.. Telecommunications Engineer.. Trainer 5.. Tutor 6.. University Director 7.. Veterinarian 8.. Vice Chancellor/Dean 9.. Vice Provost 5.. KU Employee Satisfaction Survey August 9

30 Total Valid Missing 8.67 KU Employee Satisfaction Survey August

UNIVERSITY OF CENTRAL FLORIDA STAFF CLASSIFICATION TITLES

UNIVERSITY OF CENTRAL FLORIDA STAFF CLASSIFICATION TITLES Below are the UCF staff classification titles grouped in job family order UCF Human Resources website: http://hr.ucf.edu Title (Job Code) Art Senior