Review Assessment Report
Part 1: Contact & Program Identification
| Report Year and Contact Information | ||
|---|---|---|
| Academic Year | Modified By | Date Modified |
| 2022-2023 | bwhite37@cnm.edu | 2023-10-19T20:46:51.006Z |
| 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
| 2020-2021 | 2021-2022 | 2022-2023 | |
|---|---|---|---|
| Annual number of graduate awards is greater than 10 | 31 | 36 | 30 |
| Number of declared majors | 34 | 34 | 35 |
| Average Class Size | 12.3 | 10.8 | 13.8 |
| Annual Average Class withdrawal rate is 30% or below (SAGE 35%) | 3% | 4% | 10% |
| Annual C-Pass rate for coursework is 60% or above | 84% | 85% | 75% |
| Average class fill rate at 60% or above capacity within a term or over a year | 47% | 44% | 53% |
| Graduate Transfer to 4-year Schools | 10% | n/a | n/a |
| Full-time Faculty Coverage by Section | 60% | 79% | 44% |
| Summarize how your program met or did not meet the target measures based on the data above |
|---|
Average class fill rate at 60% or above capacity within a term or over a year 47% 44% 53% - experiencing an upward trend; BHT will continue to monitor |
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 |
| 76% of all student met the target of 71% achieving 71% or higher on the final exam |
| 2. Demonstrate effective communication skills and behaviors that maximize the consumer experience. | BUSA 2240 |
| 76% of all student met the target of 71% achieving 71% or higher on the final exam |
| 3. Interact with business contacts and coworkers in a professional manner while accepting and delivering constructive feedback. | BUSA 2240 |
| 76% of all student met the target of 71% achieving 71% or higher on the final exam |
| 4. Identify and apply relevant information needed to set goals, perform job-related tasks, and make ethical business decisions. | BUSA 2240 |
| 76% of all student met the target of 71% achieving 71% or higher on the final exam |
| Interpretation of Assessment findings |
|---|
Target Met |
Part 5: Additional Action Plan in Support of Student Learning (If Appropriate)
| Upcoming Year | Changes Planned for the upcoming year | Data Motivating this change |
|---|---|---|
| 2022-2023 | ||
| 2022-2023 | ||
| 2022-2023 |