Presented by Carli Straight

April 4, 2012

Purchasing Services Satisfaction Survey Results

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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)

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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

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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

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Staff Survey - Purchasing Process

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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

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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

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M = 3.14

M = 4.08

M = 3.60

M = 3.81

M = 3.71

Staff Survey - Other Purchasing Services and Resources

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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

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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

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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 and Warehouse Staff

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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

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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

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M = 3.64

M = 3.64

M = 3.74

Staff Survey - Suggestions for Improvement

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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