Review Assessment Report

Part 1: Contact & Program Identification

Report Year and Contact Information
Academic YearModified ByDate Modified
2021-2022[email protected]2022-11-14T19:41:33.888Z
SchoolName of ProgramCourses
BITCustomer Service CertificateBUSA 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

2019-20202020-20212021-2022
Annual number of graduate awards is greater than 10363136
Number of declared majors583434
Average Class Size18.512.310.8
Annual Average Class withdrawal rate is 30% or below (SAGE 35%)11%3%4%
Annual C-Pass rate for coursework is 60% or above78%84%85%
Average class fill rate at 60% or above capacity within a term or over a year62%47%44%
Graduate Transfer to 4-year Schools8%n/an/a
Full-time Faculty Coverage by Section50%60%32%
Summarize how your program met or did not meet the target measures based on the data above
goals met

Part 4: Program Learning Outcome Analysis

Learning OutcomePopulation or Course(s) AssessedDescriptionSummary of Assessment Results
1. Comprehend and compose business documents.
BUSA 2240
  • Final Exam
Goal: 71% of all students will earn a 71% or higher on the Final Exam to validate meeting this SLO. Results: 82% or all students earned a 71% or higher Target Met!
2. Demonstrate effective communication skills and behaviors that maximize the consumer experience.
BUSA 2240
  • Final Exam
Goal: 71% of all students will earn a 71% or higher on the Final Exam to validate meeting this SLO. Results: 82% or all students earned a 71% or higher Target Met!
3. Interact with business contacts and coworkers in a professional manner while accepting and delivering constructive feedback.
BUSA 2240
  • Final Exam
Goal: 71% of all students will earn a 71% or higher on the Final Exam to validate meeting this SLO. Results: 82% or all students earned a 71% or higher Target Met!
4. Identify and apply relevant information needed to set goals, perform job-related tasks, and make ethical business decisions.
BUSA 2240
  • Final Exam
Goal: 71% of all students will earn a 71% or higher on the Final Exam to validate meeting this SLO. Results: 82% or all students earned a 71% or higher Target Met!
Interpretation of Assessment findings
Target met

Part 5: Additional Action Plan in Support of Student Learning (If Appropriate)

Upcoming YearChanges Planned for the upcoming yearData Motivating this change
2021-2022
2021-2022
2021-2022
Please select all of the following that characterize the types of changes described in the above action plan
2021-2024 CNM - Digital Services
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