Purpose of Survey

A Continuous Quality Improvement (CQI) process means a process, attitude or environment where all employees (managers, supervisors, represented and non-represented employees) are continuously looking for ways and ideas to improve not only the services you provide, but also the way you go about providing those services. A process that says we are looking for ways to improve the quality of services we provide to each other, the services we provide to our clients, and the way we go about providing those services (decision making, communication, teamwork, recognition, planning).

The following questions/statements are designed to take a measurement of where your organization stands currently in relation to quality improvement. Some questions imply the existence of a quality improvement activity currently implemented in your organization. If you are unaware of an activity or if none exists, give your response as a lower value. In the future, we can ask the same question and measure the progress in quality improvement. Please give us your candid opinions as you look at your own department. Your perceptions are important to the effectiveness of your organizations. We appreciate your help.

LEADERSHIP	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
1. Managers/supervisors are visibly involved in improving the quality of services your department offers?	G	G	G	G	G
2. Managers/supervisors practice what they preach (walk the talk) with regard to improving the quality of services?	G	G	G	G	G
3. Managers/supervisors receive adequate training on quality improvement concepts and tools?	G	G	G	G	G
4.	G	G	G	G	G
5.	G	G	G	G	G
6.	G	G	G	G	G
7.	G	G	G	G	G
8.	G	G	G	G	G
9.	G	G	G	G	G
10.	G	G	G	G	G
11.	G	G	G	G	G
INFORMATION AND ANALYSIS	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
12. Is quality improvement data collected and reported on all functions in your organization?	G	G	G	G	G
13. Do we employ ongoing methods for collecting and analyzing data on internal and external customers views of the quality of your services?	G	G	G	G	G
14. Do we review data on a regular basis in order to identify the causes of problems and identify quality improvement strategies?	G	G	G	G	G
15.	G	G	G	G	G
16.	G	G	G	G	G
17.	G	G	G	G	G

INFORMATION AND ANALYSIS (continued)	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
18. Do we have specific methods for monitoring progress toward achieving quality improvement goals in the company Plan?	G	G	G	G	G
19. Do quality improvement plans include all work sections in your organization?	G	G	G	G	G
20.	G	G	G	G	G
HUMAN RESOURCE UTILIZATION	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
21. Is quality improvement criteria used in the employee hiring process?	G	G	G	G	G
22. Is quality achievement criteria measured in the performance evaluation of employees?	G	G	G	G	G
23. Are effective and timely methods of communicating quality improvement goals and progress utilized?	G	G	G	G	G
24.	G	G	G	G	G
25.	G	G	G	G	G
26.	G	G	G	G	G
27.	G	G	G	G	G
28.	G	G	G	G	G
29.	G	G	G	G	G
30.	G	G	G	G	G
31.	G	G	G	G	G
32.	G	G	G	G	G
33.	G	G	G	G	G
34.	G	G	G	G	G
35.	G	G	G	G	G
36.	G	G	G	G	G
QUALITY ASSURANCE OF SERVICES	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
37. Is there a process to define customer requirements and service expectations?	G	G	G	G	G
38. Are customer requirements considered in the planning process to improve existing services?	G	G	G	G	G
39. Does an auditing process exist that is used to periodically evaluate how you are doing in providing services to your customers?	G	G	G	G	G
40. Does a good system exist to measure whether you are getting your monies worth from your suppliers and vendors?	G	G	G	G	G
QUALITY RESULTS	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
41. Has the company shown steady improvement in service quality over the last three years?	G	G	G	G	G
42. Does an effective system exist for assessing the performance level of services before and after they are placed in use?	G	G	G	G	G
43. Do you have measurable data to demonstrate quality improvement in goods and services provided by outside suppliers?	G	G	G	G	G

QUALITY RESULTS (continued)	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
44. Are statistics kept on claims, litigation, and customers’ complaints and report this data to the appropriate personnel?	G	G	G	G	G
45. Has the company implemented significant new services that have had a positive impact on cost containment over the last three years?	G	G	G	G	G
CUSTOMER SATISFACTION	Strongly Disagree	Disagree	Okay	Agree	Strongly Agree
46. Our customers believe that our services meet expected performance specifications and provide them with a fair value?	G	G	G	G	G
47. A high level of customer satisfaction exists with your department services?	G	G	G	G	G
48. Measures of public satisfaction exist with your department services?	G	G	G	G	G
49.	G	G	G	G	G
50.	G	G	G	G	G
51.	G	G	G	G	G
52.	G	G	G	G	G
53.	G	G	G	G	G
54.	G	G	G	G	G

55.What could be the outcome of a successful quality improvement effort in the company?

56.What are the critical opportunities for improving quality of services within your department?

57.What are the critical opportunities for improving quality of services across departments? At the organizational level?

Back