BOSS 3502: Customer Service Principles
Stage 4
Robin Pugh
Basic Information
| Number of Outcomes | 9 |
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| Number of Outcomes Assessed | 9 |
| Assessment Frequency | Every semester |
| Analysis Frequency | Every year |
| Detail Link | Link |
Course Information
| Number of Course Sections | 1 |
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| Number of Instructors | 1 |
Improvement Details
| Details | Activities and resources were added and others revised. New textbook was used. |
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Assessment Methods
| Methods | Successful outcomes were assessed via assignments and direct observation. |
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Assessment Data Discussion and Analysis
| Term | Spring 2014 |
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| How and With Whom | Faculty in the same program and in other programs, students and managers from the customer service industry. |
| Number Assessed | 15 |
| Data Summary | Our benchmark is to have 70% or more of the students who complete the course able to successfully perform each outcome. Based on these results, we feel out students are successfully achieving our outcomes, with the exception of B (customer diversity) and I (job stressors). |
| Planned Improvements | Next semester we plan to add an in-class group activity where students will evaluate the impact of sensitivity to customer diversity in a customer service case study. We will also add an activity and assignment to evaluate productive vs. non-productive job stressors. |
| Program Review Link | No answer |
Future Plans
| Term | Fall 2014 |
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| Activities | Assessment (measurement) of outcomes, Analysis and discussion of assessment data and next steps, Implementation of planned changes and reassessment |
| Details | Instructor will gather assessment data in order to analyze results. |
| Highlights | No answer |