“Kathleen and her team provided the Cycle Learning Center with valuable feedback, insight and data to support growth and change in our organization. The assessment was well-rounded and the finished product was digestible and actionable. I recommend QAP to everyone who wants to improve the process and productivity of their department.” — Gabe Finkelstein, Cycle Learning Center coordinator
Quality Assurance Program
Boise State’s Quality Assurance Program works with all service units on campus to review services, provide recommendations for improvement and recognize outstanding service. The process is designed to empower campus units to provide the highest level of customer service possible for Boise State students and other campus customers.
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Kathleen Simko
Quality Assurance Coordinator
Kathleen Simko joined Boise State as quality assurance coordinator in October 2017. Formerly the dean of extended learning at Treasure Valley Community College, she also has experience working for affordable housing and community and economic development nonprofit organizations.
As the quality assurance coordinator, Simko works to ensure services across campus are delivered to and for students and other customers in a first-class, user-centric manner. The program will work to support programs that have the opportunity to improve while recognizing top performers and sharing best practices.
Simko earned a Bachelor of Science in Business and Economics from Eastern Oregon University and her Master’s of Business Administration from Boise State University. Having previously served as an elected official in two cities, she also served nine years on the Idaho Public Transportation Advisory Council, has an extensive history in Rotary International and is a graduate of Leadership Boise.
Kathleen Simko joined Boise State as quality assurance coordinator in October 2017. Formerly the dean of extended learning at Treasure Valley Community College, she also has experience working for affordable housing and community and economic development nonprofit organizations.
As the quality assurance coordinator, Simko works to ensure services across campus are delivered to and for students and other customers in a first-class, user-centric manner. The program will work to support programs that have the opportunity to improve while recognizing top performers and sharing best practices.
Simko earned a Bachelor of Science in Business and Economics from Eastern Oregon University and her Master’s of Business Administration from Boise State University. Having previously served as an elected official in two cities, she also served nine years on the Idaho Public Transportation Advisory Council, has an extensive history in Rotary International and is a graduate of Leadership Boise.
Quality Assurance Program Methods
The Quality Assurance Program offers multiple methodologies in conducting assessments on a product, service or system at Boise State University.
Secret Shopper – Our skilled Quality Assurance team will experience the targeted service as a ‘customer’ and provide data and feedback through multiple channels; survey, checklist, or narrative reports. The identity and purpose of secret shoppers confidential.
Customer Intercept – This method involves intercepting customers and requesting their input on their experience, via a survey or other method. This method can be particularly insightful, as it will generally provide more data as a greater number of participants’ can be included. Sometimes, incentives such as entering a gift card drawing or on-site reward such as candy is included.
Covert Observation – The QA team will observe interactions between staff and students/customers, without revealing their identity or purpose. They will record key factors of the service provided.
Participant Observation – The QA team participates in the event and provides feedback on their experience as well collecting data through observation of other customers.
Surveys – The QA program will administer your survey to your email distribution. We can also jointly develop a survey for your target audience. Frequently, utilizing a third-party entity to administer surveys, particularly those seen as being sensitive or personal, can result in a higher response rate. Additionally, it may provide survey participants with a greater sense of validity and confidentiality.
User Experience (UX) – This is a more in-depth method involving far fewer users of a product, system or service, designed to understand every interaction they experience. UX will typically involve one-on-one shadowing of a user to observe and capture the steps they take.
Focus Groups – This method is a facilitated or moderated discussion with the target audience in order to gather their feedback, including attitudes, beliefs needs or ideas.