Review Assessment Report
Part 1: Contact & Program Identification
| Report Year and Contact Information | ||
|---|---|---|
| Academic Year | Modified By | Date Modified |
| 2020-2021 | bwhite37@cnm.edu | 2021-11-18T17:01:46.145Z |
| School | Name of Program | Courses |
|---|---|---|
| BIT | Customer Service Certificate | BUSA 2240,OTEC 1170 |
Part 2: Program Summary
| Provide a high level review of the program to include highlights, successes, challenges, significant changes, and significant resources needed to support the program |
|---|
This certificate applies customer relations principles to aid students in being successful Customer Service Representatives. Students learn essential writing skills, business professionalism skills and telephone techniques |
Part 3: Data Review
| 2018-2019 | 2019-2020 | 2020-2021 | |
|---|---|---|---|
| Annual number of graduate awards is greater than 10 | 37 | 36 | 31 |
| Number of declared majors | 33 | 58 | 34 |
| Average Class Size | 18.2 | 18.5 | 12.3 |
| Annual Average Class withdrawal rate is 30% or below (SAGE 35%) | 4% | 11% | 3% |
| Annual C-Pass rate for coursework is 60% or above | 83% | 78% | 84% |
| Average class fill rate at 60% or above capacity within a term or over a year | 61% | 62% | 47% |
| Graduate Transfer to 4-year Schools | 8% | 8% | n/a |
| Full-time Faculty Coverage by Section | 85% | 50% | 60% |
| Summarize how your program met or did not meet the target measures based on the data above |
|---|
targets met |
Part 4: Program Learning Outcome Analysis
| Learning Outcome | Population or Course(s) Assessed | Description | Summary of Assessment Results |
|---|---|---|---|
| 1. Comprehend and compose business documents. | BUSA 2240 |
| Target - 71% of all students will achieve 71% or higher
Results: 81% of all students achieved 71% or higher on the final grade. |
| 2. Demonstrate effective communication skills and behaviors that maximize the consumer experience | BUSA 2240 |
| Target - 71% of all students will achieve 71% or higher
Results: 81% of all students achieved 71% or higher on the final grade. |
| 3. Interact with business contacts and coworkers in a professional manner while accepting and delivering constructive feedback. | BUSA 2240 |
| Target - 71% of all students will achieve 71% or higher
Results: 81% of all students achieved 71% or higher on the final grade. |
| 4. Identify and apply relevant information needed to set goals, perform job-related tasks, and make ethical business decisions. | BUSA 2240 |
| Target - 71% of all students will achieve 71% or higher
Results: 81% of all students achieved 71% or higher on the final grade. |
| Interpretation of Assessment findings |
|---|
Target Met
Course Name/Number changed from BA 2230 to BUSA 2240 |
Part 5: Additional Action Plan in Support of Student Learning (If Appropriate)
| Upcoming Year | Changes Planned for the upcoming year | Data Motivating this change |
|---|---|---|
| 2021-2022 | ||
| 2021-2022 | ||
| 2021-2022 | The ONLINE Pass Rate is significantly lower than the HYBRID (Real Time Online) Pass Rate. If the pandemic continues to force more classes to the Online environment, the RTO approach may be a better option. | The Fail Rates for ONLINE courses |