Program SLO Activity Details

Certificate of Completion Basic Business Office Skills for Customer Service Noncredit Certificate
Stage 2

Assessment Activities

Assessment Methods	Quizzes, exams, or homework items linked to specific learning outcomes Assignments based on rubrics (such as essays, projects, and performances) Direct observation of performances, practical exams, group work Student satisfaction surveys
Assessment Description	Course Assessment Stages \| Leaders Stage 0 - CMNC 9232 Effective Communication - Unk Stage 4 - BOSS 4510 Business Communications - Shirley Orille Stage 4 - BOSS 3501 Customer Service - Robin Pugh Stage 0 - BOSS 5505 Keyboarding Quick - Needs Assessment Stage 2 - COMP 9950 E-mail Writing - Rudy Padilla Stage 5 - WOPR 9991 Microsoft Word Essentials I - Tanaka Gaines (43) Question Noncredit Survey at five Campus Centers (N=413 = Student Responses) https://drive.google.com/?tab=mo&authuser=0#search/survey __________________________________________________________ (11) Question Student Satisfaction Survey Downtown Center Campus (N=516 Student Responses) https://docs.google.com/spreadsheet/ccc?key=0Atw8hWUTYYnIdFdBc2Q3dDROXzQ3dnZDdUdUMlFNcGc#gid=0 ____________________________________________________________ (5) Campus Program Certificate Completion Values https://docs.google.com/spreadsheet/ccc?key=0Atw8hWUTYYnIdHNzVGJBYW94eU1aX2N1amN5Z19qRlE#gid=6 ___________________________________________________________ SLO Downtown Program Data (five campus centers) projected labor market data, student survey data, industry wages data:https://docs.google.com/file/d/0B9w8hWUTYYnIYkZTN3RIaE5hRHM/edit?usp=sharing
Learning Outcomes	Apply the basics of quality customer service
Number of Courses	3
Number of Students	~40

Changes

Details	1. Improved outcome reporting and online cloud data storage systems 2. Online registration window period extended to 10 days 3. Increased professional opportunities related to SLO's/PLO's 4. Engaged dialogue with Jewish Vocational Services (JVS) and reviewed with Employment Specialist English language deficiencies among downtown student population 5. All evening accounting classes rescheduled for the day 6. Repackaged, marketed, and outreached QuickSkills certificates that would seed our more robust Accounting Certificate 7. Built various web presences and marketing/outreach activities to better market courses - •www.ccsf.edu/dtn/cert •www.ccsf.edu/dtn/flyers •www.ccsf.edu/dtn (added direct linkage to Business Employment Program) 8. Redesigned the preregstration form for online download and interactivity 9. In-class ESL class visit to market program offerings 10. Individualized course flyers via learning opportunities in desktop publishing classes 11. Manage a social networking presence on the downtown campus center to outreach to students on program certificate offerings 12. Increase transparency and accountability by availing data on demand 13. Update planning program planning guides with students 14. Data collection/Proposal writing 15. Collect preregistration data, program certificate enrollment data, student survey data. 16. Secure hardware and software to maintain industry standard practices in vocational classrooms 17. Obtained Accounting English, and Computer textbooks for LEP students
Learning Outcomes	ALL

Details

1. Improved outcome reporting and online cloud data storage systems 2. Online registration window period extended to 10 days 3. Increased professional opportunities related to SLO's/PLO's 4. Engaged dialogue with Jewish Vocational Services (JVS) and reviewed with Employment Specialist English language deficiencies among downtown student population 5. All evening accounting classes rescheduled for the day 6. Repackaged, marketed, and outreached QuickSkills certificates that would seed our more robust Accounting Certificate 7. Built various web presences and marketing/outreach activities to better market courses - •www.ccsf.edu/dtn/cert •www.ccsf.edu/dtn/flyers •www.ccsf.edu/dtn (added direct linkage to Business Employment Program) 8. Redesigned the preregstration form for online download and interactivity 9. In-class ESL class visit to market program offerings 10. Individualized course flyers via learning opportunities in desktop publishing classes 11. Manage a social networking presence on the downtown campus center to outreach to students on program certificate offerings 12. Increase transparency and accountability by availing data on demand 13. Update planning program planning guides with students 14. Data collection/Proposal writing 15. Collect preregistration data, program certificate enrollment data, student survey data. 16. Secure hardware and software to maintain industry standard practices in vocational classrooms 17. Obtained Accounting
English, and Computer textbooks for LEP students

Learning Outcomes

ALL

Tentative Future Assessment Plans

Assessment Term	Spring 2014
Assessment Activities	Revision of outcomes and assessment methods (measurements) Bring together subject matter experts and delegate program responsibilities
Assessment Details	• Report assessment needs to leadership • Eliminate or revise old course outlines on record • Discuss course SLO stages with course leaders • Obtain program intake counselor intake forms • Ascertain program completion rates with A&R • Improve online registration Web4 Noncredit

ILO Alignment and Assessment Plans

I.A. Use reason and creativity...	• Apply the basics of quality customer service • Identify customer needs and effectively handle them, including complaints • Demonstrate effective telephone manners and E-mail etiquette
I.B. Apply diverse viewpoints...	• Apply the basics of quality customer service • Identify customer needs and effectively handle them, including complaints • Demonstrate effective telephone manners and E-mail etiquette
I.C. Locate, retrieve, and evaluate information...	• Apply the basics of quality customer service • Identify customer needs and effectively handle them, including complaints • Demonstrate effective telephone manners and E-mail etiquette
Fall 2013 ILO Assessment Plans	Although our PSLOs map to these ILOs, we will not be conducting assessments of them in Fall 2013.

SLO Details Storage Location

ELECTRONIC COPY - In my electronic filing system (hard drive or web server)
Google Docs Archive - https -//docs.google.com/document/d/1qNeXXtyaVZos1eEv9p3wZbpibTdEEdyBCum6mCds0-k/edit?usp=sharing

Additional Highlights

1) Spring 201-2014: Five Campus Center Perkins Award $31,078

2) Spring 2012-2013: Five Campus Center Perkins Award $84,000

3) Students continue to enroll in a variety of QuickSkills Certificates which then feed to 600+ certificate programs

4) Program Certificates Completions 2011-2012:

a. More than 600 hours + 31 Certificates

b. Less than 600 hours + 44 Quick Skills Certificates

5) Online noncredit user friendly Web4 registration pilot project

6. Increased awareness of SLO/PLO requirements

Back to Overview

Program SLO Activity Details: Certificate of Completion Basic Business Office Skills for Customer Service Noncredit Certificate - Spring 2013

Certificate of Completion Basic Business Office Skills for Customer Service Noncredit CertificateStage 2