ASSESSING MANAGERS SATISFACTION WITH STAFFING SERVICES

An application of TQM concepts is described for a survey assessment of State of Wisconsin managers' satisfaction with staffing-services deli vered to them by the State's central staffing function. Focus groups o f managers were used to identify the survey's content domain, and a st eering group of managers guided decisions about final survey content, survey administration, and usage of results. The survey was administer ed to n = 645 line and HR managers. Results of psychometric analysis o f responses provide favorable evidence (internal consistency, dimensio n independence) supporting usage of the survey. Survey results served as a key input to implementation of several initiatives to improve sta ffing-service delivery. These initiatives lead to increases in speed o f service delivery, elimination of paperwork, higher reported applican t quality, and positive applicant reactions. The satisfaction survey w as not readministered, so it is impossible to specify what, if any, ch anges occurred in managers' satisfaction with staffing services.