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26.08.2019
|
1 |
Data driven change
management –
Student satisfaction
measurements – what is
most important
Jacob Steen Møller,
Director of Facilities and Real
Estate, DTU
The case of the Technical University of Denmark
Mission:
”DTU will develop and
create value using the
natural sciences and the
technical
sciences to
benefit society.”
H.C. Ørsted
Founder of DTU
Education Innovation
Scientific
advice
Research
Staff and students
Full-time students
11,538
36%
researchers and
educators (VIP)
43%
in support functions
21%
PhD fellows*
* Employees only
36%
BEng
35%
MSc Eng
29%
BSc Eng
6,053
Human resources (FTEs)
ISCN 2019 - Breakouts
DTU is investing more than €680 million in
world-class
research and teaching facilities (2010-2020)
4 campuses
600.000 m2
Growth in terms of users, space, activities
Transforming
DTU
5 |
Ampus transformation
value creation in practice
- How do we know if the efforts has the desired impact?
26.08.2019 | Technical University of Denmark 6 |
A two step process at DTU
Step 1: The survey
Students satisfaction on a 1-6 scale.
Tagets are: positive evaluations (4-6 in
average)
Step 2: What matters the most in terms of
general satisfaction?
General satisfaction importance analysis
(Partial Last Squares Regression (PLS))
Step 1: The 2018 study environment survey
• April 2018
• Previous surveys in 2012 and 2015
• 65 questions or statements about the social,
physical and aesthetic study environment
• Send by mail to 10.535 students
• 3.837 full answers (39%)
• 1-6 scale: 1 (totally disagree), 6 (totally agree)
The general satisfaction
factor
The average:
1. I consider myself to be generally
well informed regarding my
studies
2. I generally feel at ease and
comfortable at DTU
3. I am overall satisfied with the
physical surroundings at DTU
4. The atmosphere at DTU is
generally good
Survey results – FM specific statements
The 5 best evaluations
Average Share of
positive
score (4-6)
DTU’s outdoor areas generally appear neat and well-kept 5,5 98%
DTU’s facilities generally appear neat and well-kept 5,1 95%
There are good bicycle parking conditions at DTU 5,1 77%
I am satisfied with the leisure activities offered at DTU 5,0 81%
DTU’s outdoor areas invite both contemplation and
active use
4,9 89%
Survey results – FM specific statements
The 5 lowest evaluations
Average Positive
scores
(4-6)
There is generally a good indoor climate in the classrooms 4,0 68%
There are enough workspaces for students at DTU, where I
can work myself an undisturbed
4,3 61%
There are enough workspaces for students at DTU, where I
can work with my group
4,3 72%
There is sufficient access to power outlets at campus 4,3 74%
I am not bothered by noise 4,4 76%
Step 2:
Important analysis
• Partial Last Squares
Regression
• Relative importance to the
general satisfaction factor
• 47 elected statements
Keep doing:
Great
importance
High satisfaction
Need to
address:
Great importance
Low satisfaction
Nice to address:
Medium importance
Low satisfaction
Top 10 – important questions
1. Absence of loneliness,
2. Good contact with fellow students,
3. Availability of lecturers also outside of normal teaching time,
4. Easy access to information about one's study lines and the courses
followed,
5. Tidy and well-kept outdoor areas,
6. Tidy and well-kept premises,
7. Easy way finding,
8. Selection of social events,
9. Well-functioning informal learning environments
10. Absence of stress symptoms in everyday life.
New result goals for Campus Service re.
learning environment and campus life
1. DTU meets the need for study places for concentrated work alone or in groups.
2. There is a good indoor climate in DTU's teaching rooms
3. Noise reduction (during construction and renovation activities
4. Sufficient power outlet supply on the Ballerup Campus
5. S-Huset, cafés and Friday bars appear as DTU's students want it
6. The facilities for sports and leisure activities at Ballerup Campus have a
satisfactory level
7. Covered and locked bicycle parking is available for DTU students
8. It is easy to orientate and find your way around DTU
9. DTU's outdoor space supports an attractive learning environment and is
comfortable to stay in
Study environment Action plan 2019-2021
In conclusion: Value adding in practice
The DTU approach:
• Documentation of the high and still increasing student satisfaction
• Importance analysis gave new insights
• New study environment action plan 2019-2021
The logo always on top layer
Thank you for your attention
From all authors:
Susanne Balslev Nielsen (Oslo Metropolitan University, Norway and
NIRAS A/S, Denmark), Jacob Steen Møller (DTU Campus Service,
Technical University of Denmark), Tine Berg Krogstrup (Office for Study
Programmes and Student Affairs, Technical University of Denmark), Line
Katrine Harder Clemmensen (DTU Compute, Technical University of
Denmark), Christian Bøge Lyndgaard (DTU Compute, Technical
University of Denmark)
Link to DTU campusplan (in Danish)
• http://emagstudio.win.dtu.dk/e-
books/DTU/DTU_campusplan_web_091118/page_21.html

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ISCN 2019 - Breakouts

  • 1. 26.08.2019 | 1 | Data driven change management – Student satisfaction measurements – what is most important Jacob Steen Møller, Director of Facilities and Real Estate, DTU
  • 2. The case of the Technical University of Denmark Mission: ”DTU will develop and create value using the natural sciences and the technical sciences to benefit society.” H.C. Ørsted Founder of DTU Education Innovation Scientific advice Research
  • 3. Staff and students Full-time students 11,538 36% researchers and educators (VIP) 43% in support functions 21% PhD fellows* * Employees only 36% BEng 35% MSc Eng 29% BSc Eng 6,053 Human resources (FTEs)
  • 5. DTU is investing more than €680 million in world-class research and teaching facilities (2010-2020) 4 campuses 600.000 m2 Growth in terms of users, space, activities Transforming DTU 5 |
  • 6. Ampus transformation value creation in practice - How do we know if the efforts has the desired impact? 26.08.2019 | Technical University of Denmark 6 |
  • 7. A two step process at DTU Step 1: The survey Students satisfaction on a 1-6 scale. Tagets are: positive evaluations (4-6 in average) Step 2: What matters the most in terms of general satisfaction? General satisfaction importance analysis (Partial Last Squares Regression (PLS))
  • 8. Step 1: The 2018 study environment survey • April 2018 • Previous surveys in 2012 and 2015 • 65 questions or statements about the social, physical and aesthetic study environment • Send by mail to 10.535 students • 3.837 full answers (39%) • 1-6 scale: 1 (totally disagree), 6 (totally agree)
  • 9. The general satisfaction factor The average: 1. I consider myself to be generally well informed regarding my studies 2. I generally feel at ease and comfortable at DTU 3. I am overall satisfied with the physical surroundings at DTU 4. The atmosphere at DTU is generally good
  • 10. Survey results – FM specific statements The 5 best evaluations Average Share of positive score (4-6) DTU’s outdoor areas generally appear neat and well-kept 5,5 98% DTU’s facilities generally appear neat and well-kept 5,1 95% There are good bicycle parking conditions at DTU 5,1 77% I am satisfied with the leisure activities offered at DTU 5,0 81% DTU’s outdoor areas invite both contemplation and active use 4,9 89%
  • 11. Survey results – FM specific statements The 5 lowest evaluations Average Positive scores (4-6) There is generally a good indoor climate in the classrooms 4,0 68% There are enough workspaces for students at DTU, where I can work myself an undisturbed 4,3 61% There are enough workspaces for students at DTU, where I can work with my group 4,3 72% There is sufficient access to power outlets at campus 4,3 74% I am not bothered by noise 4,4 76%
  • 12. Step 2: Important analysis • Partial Last Squares Regression • Relative importance to the general satisfaction factor • 47 elected statements Keep doing: Great importance High satisfaction Need to address: Great importance Low satisfaction Nice to address: Medium importance Low satisfaction
  • 13. Top 10 – important questions 1. Absence of loneliness, 2. Good contact with fellow students, 3. Availability of lecturers also outside of normal teaching time, 4. Easy access to information about one's study lines and the courses followed, 5. Tidy and well-kept outdoor areas, 6. Tidy and well-kept premises, 7. Easy way finding, 8. Selection of social events, 9. Well-functioning informal learning environments 10. Absence of stress symptoms in everyday life.
  • 14. New result goals for Campus Service re. learning environment and campus life 1. DTU meets the need for study places for concentrated work alone or in groups. 2. There is a good indoor climate in DTU's teaching rooms 3. Noise reduction (during construction and renovation activities 4. Sufficient power outlet supply on the Ballerup Campus 5. S-Huset, cafés and Friday bars appear as DTU's students want it 6. The facilities for sports and leisure activities at Ballerup Campus have a satisfactory level 7. Covered and locked bicycle parking is available for DTU students 8. It is easy to orientate and find your way around DTU 9. DTU's outdoor space supports an attractive learning environment and is comfortable to stay in Study environment Action plan 2019-2021
  • 15. In conclusion: Value adding in practice The DTU approach: • Documentation of the high and still increasing student satisfaction • Importance analysis gave new insights • New study environment action plan 2019-2021
  • 16. The logo always on top layer Thank you for your attention From all authors: Susanne Balslev Nielsen (Oslo Metropolitan University, Norway and NIRAS A/S, Denmark), Jacob Steen Møller (DTU Campus Service, Technical University of Denmark), Tine Berg Krogstrup (Office for Study Programmes and Student Affairs, Technical University of Denmark), Line Katrine Harder Clemmensen (DTU Compute, Technical University of Denmark), Christian Bøge Lyndgaard (DTU Compute, Technical University of Denmark)
  • 17. Link to DTU campusplan (in Danish) • http://emagstudio.win.dtu.dk/e- books/DTU/DTU_campusplan_web_091118/page_21.html

Hinweis der Redaktion

  1. Based on figures from the Annual Report 2017. Student satisfaction measurements: What is most important?
  2. First a short introduction to the case: the mission Founded in 1829, DTU is an international elite technical university whose social value creation and activities in education, scientific advice, and innovation rests on a solid foundation of world-class research. About DTU “DTU is unique among Danish universities due to its polytechnic, single-faculty nature and the specified civic and social aim of its purpose in society. DTU’s activities are aimed at benefitting society, including developing and utilizing the natural and the technical sciences to serve as a business development driver.” Research objectives “DTU’s research lays the foundations for a unique education culture and new ways of learning, an innovation culture that cultivates and promotes entrepreneurship, spin-outs, and corporate innovation, and deliver and develop scientific advice and decision-support systems for the benefit of national and international authorities, private organizations, and enterprises.” Source: DTU’s Policies.
  3. The numbers of staff and students Source: Annual Report 2018. Figures as per 31 December 2017.
  4. For at sikre den bedst mulige udvikling af campus og de fysiske rammer for universitet har DTU udarbejdet en Strategisk campusplan der tager afsæt i DTUs strategi. Den Strategiske campusplan skal sikre, at DTU kan udvikle sig mange år fremover ud fra en række strategisk temaer der udmønter sig i 4 fysiske temaer mobilitet, landskab, arkitektur og forsyninger. Hvert emner under disse temaer præciseres med en række retningslinjer, der på et overordnet plan anviser hvordan emnerne tilgås.
  5. DTU is currently one of Denmark’s largest property developers with large-scale investments that will improve our already beautiful main campus and the research infrastructure we offer our students and staff. Over 20 different building projects have been initiated and are under way. The biggest project of them all is the new building complex 201-205. With the construction of a new 50,000 m2 facility, we will be able to bring together most of the bio-scientific research environments on our Lyngby campus. Three DTU deparments moved into the complex in 2017: DTU Aqua (National institute of Aquatic Resources) DTU Food (National Food Institute) DTU Vet (National Veterinary Institute) Photo: Building 202.
  6. After this introduction of DTU we return to the question in focus: how do we know if the efforts has the desired effects? Sources: ‘International Student Barometer’ from 2017. ‘Study environment survey’ from 2018.
  7. This study present the performance evaluation as a 2 step process followed by the creation of an 2year actionplan
  8. The study environment servey at DTU
  9. Average of the students grading in these 4 synthesising statements
  10. The questions are formulated as positive statements and the students had to answer with a score from 1 (totally disagree) to 6 (totally agree) or “not relevant as I am not using it”. This implies a scale where 1 is the most negative 6 the most positive and the average (neutral) is 3.5. In the analysis 3.0-3.9 is considered neutral, whereas higher than 3.9 is a good result and lower than 3 is a bad and unacceptable result. 25 of the statements related to specificly to FM These are the top 5 – demonstrate high satisfaction – on the safe side of the target
  11. Even the lowest scores still meet the target and document a good result Traditionally an action plan would focus on the issues with the lowest scores, but first they wanted to find out how important these issues were for the students. The survey result did not give an immediate answer to this.
  12. The conclusion of the study environment survey. These 10 statements are the most important for a high general satisfaction among the average student. This finding is appealing to the creativity among facilities managers. How are we contributing today and what will we do in the future? Meeting places, visual contact, 24/7 open hours….etc. Surpricing: tidy and well-kept outdoor areas are more important than indoor premises
  13. The new study environment action plan 2019-2021 Here you see the new result goals that DTU campus service will work for in the next 2 years. A few comments Nr 2: will focus on specific buildings with special problems Nr 3: Will benefit staff too
  14. DTU plans to continue this approach to the study environment evaluation. A coordinator is appointed. Continiously improve the methodology to adress new issues currently not covered. Other dialogues are needed too. Surpising findings: Indoore climate was good enough – current level The outdoore environment has high importance Staff satisfaction, evaluated in a different process Value adding FM process practice and in theory: the timedimension is missing and the level of stakeholder engangement Extra: From the ISO 41001 part A9 Performance evaluation: Determine the scope of FM services Determine the relationship to strategic objectives Establishing performance criteria Determining what needs to be monitored and measured Establishing metods for monitoring Deciding when to monitor and measure Deciding when to undertake analysis and evaluation Retaining documented evidence Evaluation of performance