Processes (P)

3P6 Collecting and Analyzing Stakeholder Feedback and Communicating Courses of Action

Input measures from key external stakeholders are identified below. Western routes this information to appropriate internal offices for analysis and action.

Summative

• Graduate surveys
• Post-course evaluations
• NSSE surveys

Formative

• Grievance procedures
• Advisory committees, such as the Student Athlete Advisory Committee
• Feedback requests
• Student and parent registration /orientation evaluations
• Learning Community evaluations
• Clery Report

Policies and procedures exist for many common processes such as grade appeals, leaves of absence, and tuition refunds. Western has policies in place to address grievances, discrimination, harassment; smoking, drug, and alcohol violations (Policy Guide, 3).

Many departments or units have mechanisms for collecting and responding to questions and comments from stakeholders (6P4). Web-based sites, such as the one for the Instructional Media Center, exist to gather constituent feedback.

Inquiries are often addressed at the departmental or unit level in the posting of frequently asked questions (FAQ’s), through direct response to the inquirer, or by taking the appropriate action.

Some issues are reported and the appropriate actions decided at the vice presidential and President’s Cabinet level.

Post-course student evaluations are returned to faculty with summative data. Chairs discuss this data with faculty members and use it in the annual faculty evaluation process.

Employees have the opportunity to provide feedback to the senior administration through the evaluation process and Staff Association open forums (4P6).

The Staff Council meets monthly with the President. The President and Provost/Vice President meet every two weeks with the Faculty Senate to report and receive feedback and questions. The President and Provost meet with the leadership of the Staff and Senate Associations. The governance associations record and publish minutes of their meetings, discussions, and actions.