NDSCS Employee Quality Standards

• All supervisors are responsible for explaining the Quality Standards to those who report to them.
• All employees are expected to be aware of the Quality Standards.
• Quality Standards non-conformance will be addressed by supervisors in the following manner:

• Input and participation from individuals closest to the level of implementation is an important part of this process. To enhance effectiveness, employee represented standing committees and departmental meetings will be conducted with agendas and minutes.
• Leadership will use the decision-making method appropriate to the situation, such as minority/majority decision, unanimous decision, or consensus. The mission and values of the college as well as strategic goals and AQIP action projects guide the decision-making process.
• Performance appraisals will be administered as defined by established employee policy.
• Employees’ concerns will be acknowledged with at least an initial response, within twenty-four hours.
• Leadership is committed to providing the training and education necessary to support the mission and values of the college as well as strategic goals and AQIP action projects.
• Communication is essential for developing trust and credibility. Leadership will develop and implement effective communication techniques.
• Suggestions for improvement are welcome and expected.
• Leadership will enforce compliance with established Quality Standards and policies in a timely manner.
• Leadership will demonstrate a commitment to quality by their conformance to the Quality Standards.
• Leadership will make information and training in customer relations available to all employees.

• It is the responsibility of each employee to communicate necessary information to individuals who will be impacted by the decision.
• Communication is a two-way process. Everyone is responsible to be aware of all information pertaining to their area of involvement with the college:
  ° Read letters, memos, e-mail, and campus communications and responding when necessary.
  ° Attend all campus-wide informational meetings, while maintaining essential services.
• To facilitate communication through meetings and memos, the following should be used:

• It is the responsibility of each employee to communicate necessary information to individuals who will be impacted by the decision.
• Communication is a two-way process. Everyone is responsible for making him/herself aware of all information which pertains to his/her area of involvement with the college:
  ° Reading letters, memos, e-mail, and campus communications and responding when necessary.
  ° Attending all campus-wide informational meetings.
• To facilitate communication through meetings and memos, the following processes should be used:

• Agendas will be developed and distributed a minimum of three working days in advance.
• Agenda adjustments are for discussion not action.
• Minutes will be kept and shared with appropriate individuals.
• Minutes should be concise and to the point.
• Reasonable time frames should be set for each meeting and they should begin and end on time.
• Committee members will be prepared to participate.
• Necessary absences will be reported in advance.
• Agree on ground rules under which the group will function.

• Memos should be brief, to the point and sent directly to those affected.
• Courtesy copies should be sent to relevant parties.
• Memos that require a response should include a reply section and timeline.
• Share appropriate information received with staff or colleagues.
• Users of memos and e-mail will follow the college and NDUS procedure 1901.2 when e-mailing to a batch group, such as “all-campus.”

• Information of general interest to the campus should be shared campus-wide.
• Procedures and timelines for submitting information should be made known to all staff.
• Approved college logo must appear on all official, printed documents.

• It is an expectation that employees will utilize and keep their schedules current on the online scheduling software as determined by their area of responsibility.
• Committee meetings and class schedules should be displayed as public.
• When invited to attend a meeting, it is expected that a response is provided.

• Treat others with dignity and respect.
• Learn the names of students, employees and others who you associate with and greet them by name.
• If customers must be kept waiting, acknowledge their presence and let them know that they will be helped as soon as possible.
• Give undivided attention to those we serve by listening first, finding a mutual solution or making an appropriate referral. Follow through on commitment with an agreed upon deadline.
• Encourage employees to take actions to resolve issues.
• A recovery strategy should be implemented for recurring issues.
• Collect and analyze data to know how well the needs of the customers are being met. Implement appropriate action.

• Trust, loyalty and respect are traits of an organization with a positive culture. Not all decisions that are made will be in agreement with everyone, but as a professional employee of the institution, it is expected that decisions will be respected.
• Public funds will be expended judiciously and equipment handled with care and appropriately maintained.
• Employees will conduct their behavior in a positive and professional manner, focusing on the issues, situation or behavior, not the person.
• Employees will stay current in their respective fields. Development of skills necessary to perform jobs with the highest degree of professionalism and integrity will be expected. Professional development opportunities will be identified in each employee’s Growth Plan.
• Working hours will be posted and maintained by all employees.
• When you see a problem, take initiative to help find a solution.
• Personal appearance and dress appropriate to the work area are important for a quality image and for safety.
• Neatness and organization are important for a quality image and for safety. Standards applicable to individual work areas will be established.
• Discretion must be used when accessing or discussing confidential information. Monitor records under your control to avoid inappropriate access in compliance with state and federal law.

• Treat each co-worker with respect. Each person’s questions and ideas are valuable sources of information in decision-making.
• Come prepared and actively participate.
• Deal with issues or concerns in a positive manner.
• People closest to the implementation level have authority to make basic changes for improvement.
• Relevant data and research will be used to guide the decision making process. Team members will support the final decision.
• It is our responsibility to ensure good customer service as appropriate for your role and responsibilities.
• Establish accountability by setting deadlines and naming those responsible for completing the action on schedule.

• On the first day of class, students will be provided a syllabus that conforms to the NDSCS common syllabus format.
• The department and instructor will make a concerted effort to cover the classes or provide alternative assignments if an instructor is absent or unavailable.
• An approved NDSCS student feedback form will be administered according to survey instructions in at least one class per semester per instructor.
• In the spirit of continuous improvement, instructors are expected to be open to and reflective of student feedback.
• Instructors will incorporate a variety of teaching techniques that address students’ learning styles.
• Instructors will conduct assessment of student learning using established assessment practices.
• Instructors will meet with students assigned to them as advisees according to practices established in the Advisor Handbook.
• Faculty will post and maintain their respective class schedule and office hours each semester.
• Advisory committees will be utilized for input into curriculum decisions where appropriate.
• Instructors are encouraged to network on a regular basis with colleagues from business, industry, professional organizations and other institutions to share and gain information.
• Faculty are expected to review and follow other policies specific to faculty rights and responsibilities which are found in the Employee Handbook located on the college Web site.