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 delivered to them by the State's central staffing function. Focus groups of managers were used to identify the survey's content domain, and a steering group of managers guided decisions about final survey content, survey administration, and usage of results. The survey was administered to n= 645 line and HR managers. Results of psychometric analysis of responses provide favorable evidence (internal consistency, dimension independence) supporting usage of tke survey. Survey results served as a key input to implementation of several initiatives to improve staffing‐service delivery. These initiatives lead to increases in speed of service delivery, elimination of paperwork, higher reported applicant quality, and positive applicant reactions. The satisfaction survey was not readministered, so it is impossible to specify what, if any, changes occurred in managers' satisfaction with staffing services.