Improving the NSS data capture process Claire Delamore: Robinson Library Amanda Temby: Institute for Cell and Molecular Biosciences Laura Thomson: Combined Honours Centre (HaSS) – seconded to SAgE Faculty Office Jayne Masterson:School of Marine Science and Technology

Project context As a university, one of our institutional objectives for Vision 2021 is to achieve student satisfaction ratings of 90% or better in all subjects. The National Student Survey (NSS) goes to final year undergraduate students at every university in the country. The NSS is a Key Performance Indicator used to measure student satisfaction, and will be included in the Key Information Sets (KIS). Results are published externally and prospective students use this information to make informed choices of what and where to study.

Planning the project Choosing the problem Setting objectives Risk assessment/management Work breakdown structure Network diagram

Gathering the data: School feedback “The NSS student information requested is held centrally already – how was the data so out of date? Schools could still be asked to check (improved) information, but not in September or October please!” “I raised this with our Head of Admin at the time as I felt it was just a step too far to ask us to do this at that time of the year. We all know how important it is, but why does that mean it is the School’s job to check the data?” “I did feel particularly aggrieved after a summer of struggling with new definitions of contact information, KIS guided study categories, MOFS late rollout and all! We barely had time to breathe when in popped the message from QuILT the day before registration!” “The information came directly to Schools at one of the busiest times of year, and in our designated ‘keep free’ weeks. The deadline was too tight and the information request should have been filtered through Faculty first.”

Current State Map Request received at a busy ‘Do not Disturb’ time (Welcome Week) QuILT Schools on 23 rd September 2011 with a three week deadline to check a data set of who they think should be targeted for the NSS Request sent to incorrect people in Schools causing delay Schools may have been forced to rush the data checking exercise resulting in inaccurate return Negative School perception in regard to request from QuILT No prior notice given & very short deadline for return Data supplied to check was inaccurate

Suggested improvements Explanation and prior warning of request to be given to Schools. QuILT and Planning collaborate to create their own current state map. NSS contacts within Schools confirmed in advance. A finalised NSS student target list could be returned to Schools. QuILT maintain relationship with Schools by asking for feedback.

Measuring the impact A decrease in the number of late returns of data sent from Schools to QuILT. Better workload planning for Schools. Greater understanding of QuILT’s role and their value. More accurate NSS data. Quicker turnaround of data from Schools to QuILT. Less frustration felt by Schools and QuILT.

Reflection on the project / Our experience of the programme Reflection. Learning valuable tools to take back to the workplace, for example risk management, problem-solving techniques and project management. Recognising the importance of supporting staff through challenging times and change. Taking time out of the office for self development. Being part of a cross-functional team. Having the opportunity to network.

THANK YOU