CASS Survey & Improvement Plan

Curtin Sarawak’s Response to Student Feedback



Every year, Curtin Sarawak has a CASS Improvement Plan to address findings from the annual CASS Survey. The comprehensive Plan sets out steps to be taken by the various operational units of the University to address key issues emanating from the survey and continually improve their services and processes. The following information is meant to highlight to students the key issues and keep the students informed of action under consideration, planned or taken to address them.

Overall Satisfaction
Curtin Sarawak is pleased to note that the overall satisfaction rate in the CASS Survey has remained constant over a four-year period.

Measures to Address Survey Response
Curtin Sarawak’s responses and actions to the CASS Survey have been addressed in a multi-pronged manner. Incremental changes in line with Curtin Sarawak’s resources and capacities are made and the trend in the overall satisfaction rate attests to the positive changes implemented by the University.

The following are some of the measures adopted by the University to address the concerns in the surveys.

  • Communication and Awareness
    The University has a well coordinated organisational structure comprising a number of units that provide a broad range of services to our students. At times, the students are not fully aware of this, and to keep the students informed, the Corporate Communications Department and other units will continuously communicate with the students to promote available services.
  • Training and Development
    The University adopts a multi-approach method to staff development with particular emphasis on professional development; mandated structured leadership development at mid-management level; and mandated and structured service development training for professional staff.
  • Budget Allocation for Specific Resources
    The University has budget allocations to improve computing, laboratory and teaching facilities and teaching venues.
  • Infrastructure and Facilities Development and Maintenance
    The University has prioritised infrastructure and facilities development and maintenance to improve the learning and working environment for students and staff.
  • Improving Process Flows /Business Practice
    Curtin Sarawak adopts a continual improvement philosophy in process flows and business practices through ongoing reviews. An example of this is the successful implementation of the ISO 9001: 2008 Quality Management System in 2012.
  • Policy Development /Changes/Implementation
    Where appropriate, the University addresses operational gaps through policy changes/implementation. Examples of recent changes are The Library opening hours and access to computer labs.
  • Student Development Activities
    The Office of Teaching and Learning and the University Life Department are dedicated to providing academic and non-academic development and activities to students.
  • Organisational Review/Re-structure
    The University undertakes ongoing review of organisational effectiveness to ensure better service delivery.

Here are just some examples of how Curtin Sarawak has responded to student feedback relating to:

Orientation

Key Issue Curtin Sarawak’s Response
Attendance at orientation activities helped with studies Policy Changes/Implementation and Improving Process Flows
‘Guidelines for School Session’ have been reviewed and updated. Requirements are clearly briefed in Schools by the Orientation Committee. The Orientation Committee’s terms of reference (ToR) have been amended to include School’s responsibilities.

School/Department Services

Key Issue Curtin Sarawak’s Response
Satisfaction with the assistance received from administrative staff Training and Development
Human Resources is organising a series of workshops on Customer Service effective July 2013. Staff of the schools are attending the workshops.Organisational Review/Re-structuring in School of Engineering and Science
The Administration Officer now supervises the administrative assistants to improve the flow of work. More information is provided to the school administrative support team for them to carry out their duties more efficiently.
Contacting  the teaching
staff when needed		 Communication and Awareness
Staff are required to publish their timetables, which consist of six hours of consultation per week, outside their rooms.In School of Engineering and Science, full-time staff are being assigned to cover the consultation hours of part-time staff.
Feel like part of the University community Student Development Activities

University Life

  • Introduced ‘Level-Up’ Workshop, a one-day introduction to leadership session in Semester 1.
  • Supported School of Engineering and Science and Curtin Young Associates (CYA) in ‘Connecting You’ Camp in Semester 1.
  • Carried out visits to two employers in Kuala Lumpur in Semester 1 to promote graduate placement and internship for School of Engineering and Science, School of Business and School of Continuing Studies.
  • MLNG PETRONAS conducted a career seminar with School of Engineering and Science students on placement opportunities.

Leadership & Entrepreneurship Centre
The Curtin Sarawak LEC (Leadership & Entrepreneurship Centre) plan is another strategic initiative being developed by UL to provide a focus approach to:

  • Student development through community engagement
  • Student leadership and entrepreneurship development
  • Managing student voluntary organisation

The framework of LEC is expected to be completed at the end of August 2013.

School of Engineering and Science

  • More external discipline and cross discipline activities such as competitions, courtesy visits, exchanges and talks with external organisations, institutions and universities are being organised.
  • Steps are taken to strengthen discipline-based clubs/societies, while the Student and Alumni Committee ensures all students are involved in clubs.
Information about the
available opportunities to gain international experience during studies (e.g. study abroad, student exchange, study tours, internships)		 Communication and Awareness on Internships

School of Business

  • Students have been informed about internship opportunities. However, internships are on a voluntary basis. A paper-based survey will be conducted in October-November to build the database and students will be asked whether they want any internship and to state, “When” and “Where”.
  • There will be a discussion on student exchange matters at the next Joint Venture Board meeting in July 2013.

School of Engineering and Science
The School has taken several measures to promote internships by:

  • Publishing a list of international and national industrial training partners and associates via the Career & Alumni Office.
  • Conducting ten-minute briefing sessions for every class.
  • Improving the current procedures on internships.
  • There are ongoing discussions to explore the possibility of getting funds to support Diploma students to do internships in Melbourne.

Campus Environment and Safety

Key Issue Curtin Sarawak’s Response
Suitable study space on campus to meet needs Review Business Practice
The Campus Services Department has undertaken an independent check of facilities usage by physically checking rooms’ usage against timetables in Syllabus Plus.
Satisfaction with the quality of the teaching and learning spaces on campus Infrastructure and Facilities Development
Additional teaching and learning spaces have been created with the completion of the new auditorium and library.
Satisfaction with teaching and learning facilities on campus that are well maintained Facilities Maintenance
Ongoing repairs and maintenance are carried out as when required.
Satisfaction with campus grounds (parks, gardens and sporting ovals) Campus Landscaping
Ongoing landscaping activities include planting of new plants along the walkways and new trees in the compound. A tree planting campaign was held in May 2013 to support our greening programme.Budget allocation / Infrastructure and Facilities Development
Budgets have been approved for the following outdoor sporting facilities: Futsal, volleyball, sepak takraw, netball and beach volleyball.
Satisfaction with the availability of student learning support (e.g. study skills, workshops, etc) Student Development Activities

  • The University has put in place a mechanism to support conditional students and this has been implemented across the schools.
  • The Office of T&L highlights learning issues experienced by students and works with schools to organise more workshops/seminars for students.
Satisfaction with the careers services available from the Curtin Careers Centre. Student Development Activities
Career and Alumni (UL) was set up to promote, support and encourage the career development and employment needs of Curtin Sarawak’s students. There are some external constraints such as high CGPA required by companies and procuring of visas in expanding the internship base.

Campus Services

Key Issue Curtin Sarawak’s Response
Satisfaction with the quality of the food outlets available.
Food on campus is competitively priced.		 Improving Business Practice

  • The General Administration Department has discussed with the Student Council and food operators on creating different food themes. e.g. Thai Foods Week, Vegetarian Foods Week, etc.
  • The Department also conducted a food survey in collaboration with the Student Council in 2012.
  • Starbucks and Coffee Bean have been invited to open outlets at the campus. However, there are concerns about public access to the campus, and at the same time, Starbucks and Coffee Bean have their own concerns about limited operating hours (5-day weeks and only 9 months a year).
  • A Food & Beverage meeting chaired by the Chief Operating Officer is conducted 4 times a year with representatives from General Administration, University Life and the Office of Staff and Student Affairs, an academic staff, a professional staff and a Student Council member.
  • Another round of surveys will be done in 2013 involving a larger set of students.
Satisfaction with the availability of counselling services Communication and Awareness
The Corporate Communications Department will continue to promote the services provided by the support units. In addition, there will an ongoing awareness campaign to educate students on availability of services.
Satisfaction with public transport access to campus Improving Business Practice
The General Administration Department will continue to ensure the availability of bus services and Sunday shuttle to other places. Extra buses have been hired to increase the frequency of public transport.
Satisfaction with the campus courtesy bus Training and Development
The campus drivers are scheduled to attend Customer Service training during the semester breaks.
Able to find a parking bay on campus Infrastructure and Facilities Improvement
Additional parking bays have been created in front of the new Chancellery building. There will also be some extra parking bays in the area between the Chancellery building and the existing staff parking area.

Library Services

Key Issue Curtin Sarawak’s Response
Satisfaction with the library’s opening hours

Satisfaction with the facilities provided in the library (group study rooms, computers, photocopiers, etc)

Satisfaction with the service provided by library staff at my campus

Satisfaction with the library’s book/journal collections

Satisfaction with the library’s online information (e.g. e-Reserve, e-books, e-journals, databases).

 Infrastructure and Facilities Improvement

  • One printer has been placed on the first floor of The Library.
  • The AV room on the first floor has been converted to group study room. Online booking for group study room usage has been developed for the 24/7 Heron 1 area and the New Library building.
  • The new title lists are now featured in the fortnightly CSM Express e-newsletter and a new dedicated area to display journals and magazines is now available at the new library building.

Communication and Awareness on Library Information Month

  • Library Information Month is conducted every Orientation Week in Semester 1 & 2. This is to create awareness among new students and also to familiarise them with the facilities/services.
  • Ongoing promotion of “suggest book” link to lecturers and students and available resources and services such as e-books, access to network facilities, Internet access point and online tutorial link.

Organisational Review/ Re-structure
An additional headcount (Library Assistant) has been added to Enquiry and Lending Services.

Policy Development/ Changes/ Implementation
Borrowing privileges has been extended to IEP and Foundation students.

Improving Process Flows on Information Skills Training Request
Training Request is now online via the Event Registration Online link.

Recreation

Key Issue Curtin Sarawak’s Response
The recreational facilities on campus meet needs

The sporting facilities on campus meet needs

 Budget Allocation
Budgets have been approved to construct the following outdoor sporting facilities/courts: Futsal, Volleyball, Sepak Takraw, Netball and Beach Volleyball and will explore new spaces to place these facilities.

Computing

Key Issue Curtin Sarawak’s Response
The computers in the labs work reliably

Satisfaction with the availability of computer printing facilities

Satisfaction with the cost of computer printing facilities

Satisfaction with the Internet access provided to support my study and research needs

 ICT Maintenance

  • Annual preventive maintenance on lab PCs is done every semester break.
  • Maintenance and checking of PCs, especially in the 24-hour access area, is carried once fortnightly to ensure PCs are in good working condition.

Facilities Improvement
A new multi-function copier has been introduced in the 24-hour labs.

Printing Cost
The printing cost was revised twice in 2012. The current rate is 0.07 sen and this is below operating cost.

Improving Process Flows / Facilities Improvement

  • ICT has unblocked some “No Access” websites.
  • In August 2012, another Internet access line was opened for classrooms and lecture theatres for quicker access.
  • Internet bandwidth has been upgraded from 25mbps to 35mbps.

Enrolment Services

Key Issue Curtin Sarawak’s Response
The enrolment / re-enrolment procedures are straightforward, the quality of information received regarding enrolments and smooth enrolment / re-enrolment processes. Communication and Awareness
The Corporate Communications Department will continue to promote the services provided by the support units.Improving Process Flows 
The process for re-enrolment has been audited for improvement. One of the measures that will be introduced is the allocation of dedicated booths to allow student to self–enrol during the registration process. Booths will be opened in November 2013 to assist students with online re-enrolment.

Student Administration

Key Issue Curtin Sarawak’s Response
Satisfaction with the standard of service when visiting Student Services in person. Improve Process Flows/ Working Approach
The Student Services Department conducted an internal survey with more than 200 respondents on the standard of its service. Among improvements implemented in response to the survey is making staff names visible on their shirts for easy identification.Training and Development
Counter staff attended Customer Services training in July 2013.
Satisfaction with the information received about fees

Satisfaction with the fees administration (invoicing, payment methods etc.)

  A survey on the services at Cashier’s Office will be conducted in August/September 2013.

Curtin Bookshop

Key Issue Curtin Sarawak’s Response
Satisfaction with the service provided by the Curtin Bookshop

Satisfaction with the pricing and availability of books

 Training and Development
The Bookshop staff are scheduled to attend Customer Service training during the Semester break.Textbooks Price and Availability
Among on-going efforts to improve this area:

  • Sourcing of alternative supplier for affordable books.
  • Promoting the selling of second-hand books.
  • Improving coordination between Curtin Bentley and Curtin Sarawak staff to prevent last-minute purchases from Curtin Bentley Bookshop in Australian Dollars, a cost which will inevitably be transferred to the students.

Ethics, Quality and Social Justice

Key Issue Curtin Sarawak’s Response
Curtin provides a supportive environment for students

Curtin provides an environment free from discrimination and harassment for all students.
Satisfaction on addressed complaints

 Process Flow
A clear process to manage academic and non-academic complaints is in place. Essentially, academic matters should be referred to the academic staff (HoD) whilst non-academic matters should go to the Office of Staff and Student Affairs.Organisational Review/ Re-structure
A one-stop centre under the Office of Staff and Student Affairs is assigned to manage complaints raised by students.Communication and Awareness
The Corporate Communications Department will continue to promote the services provided by the Office of Staff and Student Affairs.
I am happy with the facilities at Curtin for religious and spiritual worship Construction of the proposed Azman Islamic Centre is expected to commence before the end of 2013.

Student Housing

Key Issue Curtin Sarawak’s Response
Satisfaction with the condition of the buildings and rooms Infrastructure Development
Upgrading renovation to all toilets and internal repainting at Lakeside I (Kingfisher Precinct) has been completed.Apartment Painting
External painting at all the Lakeside apartments (Kingfisher Precinct) will be carried out during the year end (December 2013).

International Student Services

Key Issue Curtin Sarawak’s Response
Satisfaction with the standard of service provided by the Curtin International Office Training and Development
Staff attended Customer Service Training in July 2013.

Online Learning Environment

Key Issue Curtin Sarawak’s Response
i-Lectures were effective in helping learning

Communication tools (e.g. discussion boards, blogs, wikis) were effective in helping learning

Online activities and learning tasks were effective in helping learning

 Communication and Awareness
The Office of Teaching & Learning will continue to raise student awareness on:

  • the availability of i-lectures and encourage them to utilise it.
  • Blackboard and Moodle forums and encourage more blogs for learning support.

Infrastructure and Facilities Development and Maintenance
The Office of Teaching & Learning is working closely with the Chief Librarian to identify learning space in the new library to be an online learning resources repository, and with ICT to assist in placing learning resources content on the server.