Program SLO Activity Details

Office copiers
Stage 4

Assessment Methods	Direct observation Satisfaction surveys
Assessment Description	Solicited input from user depts. across the District via Survey Monkey survey on satisfaction with current provider. Also polled competiting vendors for their solutions on like equipment (internal and external polling).
Outcomes	ALL
Number of Staff	entire CCSF Dist. email list plus targeted email to add. 13 users
Number of Constituents	48

Data Shared With	Employees within our department SLO Coordinator
Data Sharing Methods	Email Shared document files
Data Summary	51% of those polled said stay with current supplier. 62% of users are satisfied or very satisfied with current repair service. In comparison with prior copier surveys, satisfaction with current sales rep. has dropped. Ricoh billing is a sore point with 59% of respondants.
Data Analysis	Used pure % of responses to record current satisfaction levels, then compared with data from 2001, 2005, 2007.
Next Steps Planned	Surprisingly, users are less frustrated with the current copier supplier and service levels than I thought. However, frustration is palpable regarding billing and sales support, as evidenced by data.
Learning Outcomes	It is apparent there are customer service concerns with the current supplier, but they are not as accute as believed. Therefore, a solution should still be researched.

Assessment Term	Fall 2013
Assessment Activities	Implementation of planned changes and reassessment
Assessment Details	Either a formal bid process will be held (long time line) or, if administrative support can be gathered through FMAT and accreditation action items, vendors will be changed in combination with an institution-wide change in how leasing and service payments are handled with Accounts Payable.