Instructional Support Program Assessment Summary

Program/Departmentsort descending PSLO/PSAO Activity assessed What did you learn from your outcomes assessment? Briefly describe the changes you will make based on your assessment. College-wide implications of your assessment project Assessment Reported
Assessment Assessment--Re-testing Policy Participate in EAP pilot project with CSUS and local high schools, Referral of students to Assessment Counselor/Coordinator, Students have a good understanding which class they are placed in and why., Updated print and web-based information

We have carefully examined and adapted our re-testing policy.

10/27/2016 view
Bookstore Bookstore--Fiscal Stability/Contribution to Campus Educational supplies sales, Inventory management/control, Marketing/communication, Retail sales-clothing, food, misc, Textbook sales/rentals

Online competition continues to provide challenges related to profitability. It is important to evaluate all options for improving sales and operating efficiency - reducing overhead and effective inventory control.

Streamline process, attend conferences, implement new ideas based on changes in the industry

12/18/2015 view
Bookstore Bookstore--Responsiveness to customer needs Educational supplies sales, Inventory management/control, Marketing/communication, Retail sales-clothing, food, misc, Textbook sales/rentals

Strengths: 92.5% agree or strongly agree that bookstore services are provided in a reasonable amount of time and 87.1% that the variety of products offered is sufficient to meet their needs. Comments include: "They are great, even at the last minute"; They are very responsive to the needs of the EGC"' "Consistently good service and communications"

Weaknesses: 4.3% (4 out of 93) disagree or strongly disagree that services are provided in a reasonable amount of time and variety of products offered is sufficient. Comments include: "Under ordering is a problem"; Most of the semesters, number of book for my classes are always insufficient"; "more CRC/Hawk gear"; "Ordering form could be easier to use"

Review and implement best practices to streamline processes. Review ordering to provide sufficient materials for courses. Evaluate software options (e.g., Verba) to improve ordering process.

08/09/2016 view
Bookstore Bookstore--Customer service and Professionalism Educational supplies sales, Inventory management/control, Marketing/communication, Retail sales-clothing, food, misc, Textbook sales/rentals

Strengths: 95.7% agree or strongly agree that staff are professional. Only 1.1% disagreed or strongly disagreed.

08/09/2016 view
Bookstore Bookstore--Quality of services Educational supplies sales, Inventory management/control, Marketing/communication, Retail sales-clothing, food, misc, Textbook sales/rentals

PSAO 1-3 were assessed using a college-wide survey at the department level in Fall 2015. Individual activities are regularly assessed using register sales data, monthly financial reports, customer feedback and other operational information. 

Results of the survey were very positive. 92.5% of respondents were satisfied with the overall services provided by the Bookstore and another 2.2% were neutral. Only 5.4% (5 out of 93 respondents) were dissatisfied with the overall services. 98.9% of respondents were satisifed or neutral with regard to the professionalism of staff. The lowest level of satisfaction was with regards to the quality of services with 7.5% (7 out of 93 respondents) dissatisfied with the level of quality. The repeat comments include: number of books is insufficient (run out of books for classes); prices are too high; online ordering is not very user-friendly; need more variety of apparel.

Review and implement best practices to streamline processes. Review ordering to provide sufficient materials for courses. Evaluate software options (e.g., Verba) to improve ordering process.

12/15/2015 view
Business Services Business Services--Timeliness/responsivness Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

2 out of 71 disagreed or strongly disagreed that services are provided in a reasonable amount of time. Comments included "Requests take too long to process"; "Not enough staff at the beginning of the semester. Unnecessarily long lines." "Sometimes ordering things that require a PO can be a very lengthy process." 

Continue to provide training to BSO and college-wide staff on processes to improve efficiency and reduce errors that cause delays.

08/12/2016 view
Business Services Business Services--Efficiency of processes Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

Again, our processes are efficient, but keeping up with constant changes require that we always examine and adapt our processes to more efficiently do our jobs.

We can always improve what we do, so this is priority.  Paying close attention to our processes will ensure that we can regularly be more effiicient in what we do.

11/02/2016 view
Business Services Business Services--Professionalism/customer service Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

93% of survey respondents indicated that BSO staff are professional. 2 out of 71 disagreed or strongly disagreed that staff are professional. While several comments were made that staff are "great", "extremely professional", one commented that "staff exudes an air of unfriendliness."

Provide ongoing customer service training.

08/12/2016 view
Business Services Business Services--Sustainability Classified personnel-payroll/hiring, Purchasing

This is a very paper-intensive office, but we pay attention to sustainability whenever we can. Because we are so connectted to district processes, we can only do so much to be mindful of sustainability. Any time we can complete forms and other paperwork online, we do.

We continue to examine ways we can use less paper, with an emphasis on more forms being completed online.

11/02/2016 view
Business Services Business Services--Efficiency of processes Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

87% agreed/strongly agreed that BSO procedures were easy to use but 4.3% (3 out of 70) disagreed/strongly disagreed, the highest level of dissatisfaction with the BSO services. Comments included: "online services is lacking...ordering/budgeting process is antiquated." "Requisition process is very long" "Why are we still typing requisitions?"

Continue to advocate for automated process at DO to streamline purchasing, time and absence reporting, budgeting, etc.

08/12/2016 view
Business Services Business Services--Sustainability Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

The LRCCD business processes are paper intensive. Most forms are completed using typewriters and multiple paper copies, which is inefficient use of resources - time, paper and money.

Continue to advocate for automated processes to improve efficiency and reduce the use of resources.

08/12/2016 view
Business Services Business Services--Quality of services Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

We do a good job in terms of quality of services, but we can always improve what we do through training, dissemimation of information, and communication with thowe we serve.

As we expand what we do, we need to continue looking at ways to provide better training and evaluate responsibilities of various staff members.

11/02/2016 view
Business Services Business Services--Range/Types of services Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

We continue to provide a wide range of services in all areas.

11/02/2016 view
Business Services Business Services--Timeliness/responsivness Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

For the most part, we do a good job in this area.  The challenges come in helping departments and programs on campus to prepare the materials necessary for us to complete our end of things in a timely fashion. We are working on communicating what needs to occur, but we could still improve in this area.

This is an ongoing process because of employee turnover, new programs, and other unplanned developments. Our goal is to communicate needs as clearly as possible so that we can all work together more efficiently.

11/02/2016 view
Business Services Business Services--Quality of services Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

According to a college-wide survey, 90.1% agree/strongly agree that quality of services is sufficient while 2.8% (2 out of 71) were dissatisfied with service quality. Comments reflecting dissatisfaction primarily were directed at the lengthy, manual administrative processes (requisition/purchasing, time/absence reporting, accounting/budgeting, etc.), which are controlled by DO.

In addition to the survey results, ongoing assessment of services occurs via regular input from constituents, error rates on documents, timeliness of processing transactions and customer complaints. Both survey and other input indicates a need to continue to work with the District to improve the efficiency of processes, particularly requisitions, absence reports, timesheets, etc. to create automated, online forms. In addition, continuing staff training is needed to reduce errors and rework of paperwork that is not completed properly.

Continue to identify and implement best practices. Work with District to expand use of online, automated forms (requisition/POs, time/absence reports, JE/Budget entries). Continue to train staff on Business Office procedures.

12/15/2015 view
Business Services Business Services--Range/Types of services Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

0 out of 71 respondents indicated that they were dissatisfied with the variety of services offered by the BSO.

N/A

08/12/2016 view
Business Services Business Services--Professionalism/customer service Accounting, Budgeting, Cashiering, Classified personnel-payroll/hiring, Purchasing

Professionalism and customer service are very important to us in all that we do.  That said, we are always aware that we need to remember the importance of customer service at all times. 

There is always room for improvement in customer service, so we emphasize this in training with new and continuing employees.

11/02/2016 view
CalWorks CalWorks--Employment Successful job placement

We have done a successful job in this area.

10/27/2016 view
CalWorks CalWorks--Accountability Completion of CalWORKs approved Educational plan, Students will meet their Welfare to Work hour requirement.

We have done a good job requiring students to be accountable.

10/27/2016 view
CalWorks CalWorks--Student Satisfaction Student survey

Students seem happy with their interactions with us, as well as with the services we provide.

10/27/2016 view
Media Services Media Services--Classroom Technology Audiovisual and multimedia equipment check-out and repair

We do our best to meet the needs of faculty using classroom technology, particularly in the areas of upgrades and repairs.

We can always do a better job in this area by being more responsive and by including more staff to help around campus.

11/10/2016 view
Media Services Media Services--Equipment Use Audiovisual and multimedia equipment check-out and repair

It is a priority of our area to have equipment available for use across campus.

This is an ever-growing area that requires constant attention and adaptation to meet changing needs.

11/10/2016 view
Media Services Media Services--Department Reorganization

We have worked hard to organize our staff and office so that we can provide the best services possible.

11/10/2016 view
Media Services Media Services--Equipment Use Audiovisual and multimedia equipment check-out and repair

Durign this asssesment, we learnd that the Media Services laptops used for checkout where not up to date and several had performance issues.  There were also some issues with laptop login information when used; confusion from the employee with what credentials to use to gain access to the laptop.

 

 

Based on the assessment, we created a schedule to update all laptops bi-weekly. In addition, we upgraded the memory on all of the Media Services. Finally, based on the trouble tickets we recieved in Magic, we created a login SOP white paper with each laptop to guide the employee checking out the laptop with how to login and best practices.  

03/24/2016 view
Duplicating/Mailroom Duplicating/Mailroom--Sufficiency Mail Services, Printing Services

An assessment was done in Fall 2015 with a survey instrument developed with assistance from the Planning, Research and Institutional Effectiveness offices. Among other program outcomes, P-SAO 3, Sufficiency was assessed. Eighty-eight percent of respondents indicated that they agree that "the variety of Printing and Mail services is sufficient to meet my needs"

The variety of Printing and Mail services is sufficient to meet my needs.
Strongly agree / Agree 0.881
Neutral 0.071
Strongly disagree / Disagree 0.048
Response Count 126

Although a high number of employees indicated satisfaction with the variety of services, the department will continue to monitor service requests. If repeat requests for services that are not provided we will evaluate the feasibility of adding those services.

06/08/2016 view

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