Office Copiers
Stage 5

Assessment Activities

Assessment Methods
  • Pre & post exams or surveys
  • Direct observation
  • Satisfaction surveys
Assessment DescriptionSolicited input from user depts. across the District via Survey Monkey survey on satisfaction with current provider. Also polled competing vendors for their solutions on like equipment (internal and external polling). Using data gathered, conducted pre-qualification solicitation of possible copier vendors, gathering data on ADA accessibility, sustainability and green initiatives, networking requirements, ability to feed invoicing directly into Ellucian/SCT/Banner system, financial reporting, and references, all areas for improvement identified via earlier assessments.
OutcomesALL
Number of Staffentire CCSF Dist. email list plus targeted email to add. 13 power users
Number of Constituents48 internal and 5 external copier firms

Data Analysis

Data Shared With
  • Employees within our department
  • External agencies
  • VCFA and CFO
  • SLO Coordinator
Data Sharing Methods
  • Face-to-face meetings
  • Email
Data Summary51% of staff polled said stay with current supplier.

62% of users are satisfied or very satisfied with current repair service.

Compared to prior copier surveys, satisfaction with current sales rep. has dropped.

Ricoh billing is a sore point with 59% of respondents.

5 of the 11 copier providers contacted met min. requirements for pre-qualification for participation in possible future copier bid.
Data AnalysisUsed pure % of responses to record current satisfaction levels, then compared with data from 2001, 2005, 2007.

Vendors: all 5 respondents to pre-qualification process meet min. qualifications to provide basic copier services to the college.
Next Steps Planned
  • Reviewed results with VCFA and CFO in terms of Division goals for next semester. Surprisingly, users are less frustrated with the current copier supplier than I believed. Perhaps drastic action at this time is not called for. However, frustration is palpable regarding billing and sales support issues, as evidenced by data. Therefore
  • Purchasing staff focused on reviewing contracts for renewal, checking for accuracy, budget, to avoid problems at the onset.
Learning Outcomes

Improved customer experience, less stress dealing with copiers.

Changes

Details

Increased review of contract renewal requests to correct misinformation and, indirectly, encourage dialogue with copier sales representative. Interceded between new billing rep and CCSF accounting staff when new rep made demands for large number of outstanding invocies to lessen strain on CCSF faculty and staff. Facilitated pilot of another copier provider in Admissions and Records to access possible alternative supplier, and to improve service to Adm. & Rec.

Learning OutcomesALL

Tentative Future Assessment Plans

Assessment TermSpring 2014
Assessment Activities

Analysis and discussion of assessment data and next steps

Assessment DetailsConduct pre-qualification of copier providers using data collected from user surveys in anticipation of possible bid in Fall 2013.

SLO Details Storage Location

Additional Highlights

With the focus on copiers by the entire department, existing copier and service renewals for FY 13-14 have been reviewed for accuracy and funding to solve problems before they happen. Outcome: 14 departments with insufficient -U- fund budgets for FY 13-14 were brought to the attention of the VCFA and CFO for budget augmentation (without involving end users). 7 departments were unaware their leases had ended and were made aware of the opportunity to replace their units with new machines, including the Office of the VCFA and Mission Campus.

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