Duplications Review and Assessment
General Comments
The following review and assessment of the Duplications Department has been created in an effort to
make the department more responsive to the needs of the college, while striving to meet the everchanging needs and timelines of the faculty and staff.
The Duplications Department has been serving the needs of both faculty and staff at Cabrillo College for
more than 45 years. The Department supports students, staff, administration and faculty’s teaching
objectives, as it relates to the College’s overall Mission, Goals and Objectives and the Core 4.
Goal 1. Enable students’ attainment of their educational goals, including degrees and certificates,
transfer, job placement and advancement, basic skills, and lifelong learning.
Goal 2. Develop and implement curricula that respond to student learning needs, changes in
technology, transfer education, the economy, and the workplace.
Duplications supports the student learning process, including the Core 4, by having the appropriate
printed materials available for use in all classes and labs so that students can succeed in their studies.
Staff and administration, through the support of Duplications, is able to provide Board Books, Budget
Books, Scholarship/Financial Aid information, Applications for Admissions, Employment Applications,
etc. to the campus, students and community.
Review Components
Scope of Review
Duplications Vision and Mission Statement
Overview of Duplications Services
Duplications Benchmark and Measurement Data
Cabrillo Trend Review
Self-review Observations, Discussion and Recommendations
Goals, Strategies and Standards
Six-Year Plan and Unmet Needs
Scope of the Review and Assessment
All functional and organizational components of Duplications were reviewed. Input was solicited
from Duplications personnel; faculty and administration were surveyed on Duplications
effectiveness.
Research was performed to compile meaningful and objective peer benchmark data.
Duplications goals were established or revised based on assessment findings and were compared
against the goals and needs to the College both for the present and future.
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Duplications Vision
We will strive to provide the highest level of Duplications support to Cabrillo College’s faculty, staff and
administration. The services provided by Duplications, enable staff, students and faculty to optimize the
teaching and learning process. Our success will be evidenced by our ability to:
Satisfy our customer’s needs in a timely and efficient manner
Provide high quality printing materials for students, faculty and support staff
Continually streamline and simplify our tasks through good management practices and the use
of appropriate tools and technology
Regularly review our offerings to insure that Department and Division needs are met.
Continuously contribute to the achievement of the College’s goal
Duplications Mission Statement
The mission of Cabrillo Duplications is to provide quality services and materials in a timely manner to
staff, students, administration and faculty. In support of this Mission, Duplications will also be in
compliance with copyright law, while supporting the instructional process.
Overview of Duplications Services
Duplications primary function is to produce printed materials for students, faculty, staff and
administration in the form of course syllabi and handouts, exams, Readers, Board Books, Budget Books,
Scholarship/Financial Aid information, Applications for Admissions, Employment Applications, etc., as
needed to service the Mission of the College.
Duplications is currently staffed with one operator from 7:00 a.m. – 4:00 p.m., Monday thru Friday, 12
months. A warehouse employee is trained to back-up the operator when sick or on vacation.
Duplications services are provided to the Aptos and Watsonville campus, and in the future the Scotts
Valley Center.
Work orders are distributed in the mail room, Duplications Department and on-line, with submission
through the mail room or direct to Duplications for processing. Completed work orders are distributed
through mail services for distribution or picked up by the requestor in Duplications.
When the press operator retired in 2000, we no longer provided services on that machine based on the low
volume of work and significant cost of replacing the expensive and dated equipment. It was decided to
sell the press and outsource the small volume of work.
In February 2003, a Xerox Docutech was purchased along with a stand alone binder and laminator. The
Docutech is a networked machine with binding capability, which has increased the number of electronic
submissions and provides the operator with the ability to clean-up and straighten documents submitted for
print. The Docutech replaced a Xerox 5100, which was not networked and could not bind.
With the range of services offered (copying, binding, folding, three-hole punch, padding and laminating)
Duplications has been able to meet the majority of campus needs, with minimal work contracted outside
the College.
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Duplications Benchmark and Measurement Data
A campus wide survey was distributed (paper and on-line) to faculty, administration and staff on the
Aptos and Watsonville campuses. A total of 164 responses were received (attachment B). The averages
in all categories were consistently high showing that the Department is successful in providing basic
services and therefore supporting student learning.
Respondents were asked to rate questions based on a scale of 1 – 3, with 3 being highest; or a scale of 1 5, with 5 being the highest. Comments were solicited, recorded and integrated in the Self-Review
Observations, Discussion and Recommendations portion.
Question
Rating: 3 highest score – 1 lowest score
# Response
Average
Rating
Are you aware of the services provided by the
Duplications Department on campus?
How often do you use the service provided by the
Duplications Department?
Question
Comment
163
2.7
71% Very Aware
164
2.6
70% Frequently (Jobs
submitted every semester)
Rating: 5 highest score – 1 lowest score
# Response
Average
Rating
Are jobs easy to submit?
155
4.5
Are the Duplications Request forms selfexplanatory and easy to use?
Are you satisfied with the quality of services
received from the Duplications Dept.?
Are you satisfied with the quantity of services
provided by the Duplications Department?
152
4.2
160
4.5
147
4.2
Do you find the Duplications staff to be helpful and
available?
153
4.6
Are you satisfied with the Duplications Department
response to your questions or problems involving a
duplications request?
Are your work requests processed timely to meet
your needs?
154
4.4
152
4.5
Comment
91% Good or Excellent
Addition of email
submissions in 2003 has
enhanced the process
87% Good or Excellent
91% Satisfied or Very
Satisfied
84% Satisfied or Very
Satisfied
Page limitations were noted
as an area to review.
94% Helpful or Very Helpful
This is the highest rated
category in the survey, with
excellent results.
90% Satisfied or Very
Satisfied
90% Good to Very Timely
ADD BENCHMARK DATA FROM COMMUNITY COLLEGES HERE
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Cabrillo Trend
Budgeting and staffing have remained static (attachment C) since 2000. A half-time budgeted position
was eliminated in 2000, as the demand for Duplications Services has decreased in recent years. The
reduction in demand can be attributed to on-line courses, advancement in technology and a shift to
Divisions providing access to department copiers. On-campus copiers have been in competition with
Duplications as they provide better quality, on-demand copying and have more capabilities than previous
equipment, including networking.
With the college expansion plan for the Watsonville, Aptos and Scotts Valley locations, an anticipated
increase in campus enrollment could affect the volume of Duplications requests.
Self-Review Observations, Discussion and Recommendations
The Duplications Department provides essential services to the Cabrillo students, faculty, staff and
administration. The hours of operation, equipment, range of services and staff are in-line with the volume
of work offered and competitive with other schools. The Duplication operator has a great depth of
knowledge, expertise and tenure, which insures the smooth day-to-day operations of the department.
Policies and Guidelines are available in the Duplications Department. It is recommended that the Policies
and Guidelines be accessible on the website along with the range of services offered. This will benefit
Duplications customers and increase the current level of awareness of the department services and
policies.
Student enrollment and Cabrillo staffing have remained steady over the past 5 years. Duplications
requests have decreased over this period of time due to on-line courses, in-house jobs and technological
advancements. The staffing of Duplications has remained steady with one operator during the past 5
years and seems adequate for the services requested. Concerns were expressed due to the one person
department performing department functions when the operator is sick or on vacation. A back-up
operator is needed or another source to back-fill for duplication services. Centralizing Duplications on
the main campus or in close proximity to another department could allow for the additional coverage
needed, training and provide added accessibility to Duplications for customers. Some respondents of the
survey would like quicker turnaround times, access to self-service equipment and longer hours, which
would need to be evaluated.
Due to the fact the department does not charge for most work performed, the District ends up subsidizing
the department. In fiscal 2005 – 2006 the District subsidized the department by $93,318, plus the cost of
employee benefits. The subsidized amount includes the purchase of the Xerox Docutech (annualized over
5 years, ending in 2008), a maintenance contract and the operator’s salary. The per copy cost, including
all services and paper qualities for Duplications averages .027 cents per copy. If the work had been
outsourced the average per-copy cost would have been .06 cents through FedEx-Kinko’s, which is a
discounted rate for commercial and volume usage.
Goals, Strategies and Timeline
Duplications is primarily a customer service driven organization. Therefore, the goals of the Department
must address the quality and quantity of work performed in the service of our customers. The following
goals are measurements for success in meeting the needs of our customers. The campus survey measured
these goals and the outcome reviewed.
1.
2.
3.
4.
Provide range of duplicating services
Meet customer deadlines
Helpful and available staff to supports customer’s needs
Respond to requests, questions and concerns in a timely and professional manner
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Goal
Provide range of duplicating
services.
Meet customer deadlines.
Strategy
Evaluate the range of duplicating services.
a) Survey results indicate that color printing
would be desirable. An analysis and cost benefit
should be conducted for the need for color
copier service.
Implementation to be
determined based on analysis.
b) Post duplicating services on Cabrillo website
to increase customer awareness of services and
policies.
Evaluate turnaround time and deadlines.
Spring 2007
Comments indicate there is a need for shorter
turnaround times (same day) during peak times
and for last minute jobs.
Helpful and available staff
to support customer’s needs.
Respond to requests,
questions and concerns in a
timely and professional
manner.
Timeline
Evaluate customer support and hours of
operation.
Comments indicate that the Operator is
responsive to customer needs, although a backup operator or another source to back-fill is
needed.
Evaluate communication channels for customers.
Comments indicate that the Operator is quick to
respond, competent, professional and friendly in
dealing with customers.
Explore ways to provide
additional ‘rush’ service,
analyze equipment needs and
staffing. Implementation to
be determined based on
analysis.
Posting hours and providing
consistent back-up would
enhance the customer
experience
Implementation to be
determined based on analysis.
Continue to update
communication channels as
needed (web, email, etc.)
Six-Year Plan and Unmet Needs
The purpose of the six-year plan is to consider the overall goals and objectives of the Duplications
Department, along with the various components of the programs review, such as the departments Vision /
Mission statement, Benchmark Data, Trends and Self Review Observations, Recommendations. Based
on the review, the duplicating needs of the students, faculty, staff and administration are being met.
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