Assessment and Transformation
Program Review Yearly Update Report
Report for the College of the Redwoods Bookstore
Review Coordinator
Jean Lawry, Interim Bookstore Manager
Review Team Members
Shirley Cabalzar
Gary Ronne
Year Reviewed
2007/2008
A. Outcomes Assessment Plan Report
Outcome
Assessment
Method (Indicate
the assessment
methodology to
be used, such as
focus group or
exit interview.)
Assess
customer
service and
satisfaction
with bookstore
operations
Paper survey for
all campus
locations
To Whom?
By Whom?
Administered
When?
Distributed to
District
students,
faculty, and
staff
by CR
bookstore staff
Paper survey:
Fall 2007
Results tallied
by Institutional
Research Office
Spring 2008
Fall 2008
Spring 2009
Fall 2009
Spring 2010
Fall 2010
Use of Results
Provide a venue in
which all course
materials are
available for sale
in adequate
quantity and in a
timely fashion.
Make available an
array of
merchandise
commensurate
with campus life
Assessment
Status/
Findings
(Indicate when
the data will be
available or the
result of the
analysis. In the
next year,
indicate the
results of a
second
assessment cycle.)
Compilation of
paper survey for
Fall 07 completed
Spring '08
Fall
'08
Spring '09
Fall
'09
Spring 2010
Fall 2010
Transformations
(Indicate what
transformations were
implemented as a result
of assessments.)
Analysis of Fall 07 surveys
will result in the quantity
of textbooks ordered for
Spring 07 semester to be
based on maximum class
caps utilizing Datatel
enrollment reports thereby
ensuring adequate books
available at the beginning
of classes
TBD
B. Department Goals Report
Division
Strategic
Direction
Division
Goal
Department
Goal FY200708
Action Plan
Provide
quality
services to
support
student
learning
within budget
limitations
Sustain
student
services and
support the
mission of
the college
in an
efficient
manner
Increase cash
register
accuracy
Submit a written
request to CR
Foundation of
justification for
purchase of
WinPRISM Point
of Sale [ POS ]
system by Spring
2008
Increase staff
efficiency
Enhance
inventory
control
Refine EOPS
transactions as
well as all
third party
Track sales by day
and hour in order
to determine
effective staffing
patterns for high
Status of
each
action item
Collaboration
Partners
EOPS Staff
Completed
X In
Progress
IT Manager
Financial Aid
Office
Business
Office
CR Foundation
Completed
X In
Progress
Nebraska Book
Company
Resources Needed /
Reallocated
Staff
Staff Time
Week -long training
sessions in Nebraska
would be needed prior
to POS installation
New Money
One time expenditure
Reallocated $
Space
POS requires less
equipment than is
currently used therefore
Intended
Follow-up
To inform
future planning.
Work with IR
Office to refine
bookstore paper
survey by
Spring 2008
payors
peak sales times
during Fall 08
semester
Improve customer
satisfaction by
interfacing with
the campus
Financial Aid
Office on realtime
basis
would free up space.
Equipment
Completed
X In
Progress
Equipment required for
the POS system
includes a Server and 4
- 5 cash registers. At
some point it may be
wise to use POS
equipment at satellite
locations, which would
require a Server and
cash register at each.
Other:
C. Improvements or Rationale for Action: (Provide a brief summary of the major
accomplishments and achievements of your department during the past year.)
The CR Bookstore has made significant improvements over the past year in the areas of
customer service and faculty relations. These include a decrease of the "wait in line"
time, more student friendly refund policies, increased merchandise selection, improved
response time to faculty needs and a careful nurturing of the instructor-bookstore
relationship.
A recent survey of students, faculty and staff provided the following results:
 90% thought the selection/availability of textbooks was good to excellent
 99% thought the variety of merchandise and school supplies offered was good to
excellent
 98% thought the courtesy and professionalism of our student workers was good to
excellent
 99% thought the courtesy and professionalism of our permanent staff was good to
excellent
We also made a significant reduction in operating costs by terminating our contract with
Humboldt State University for bookstore management services.
A permanent CR Bookstore staff person was appointed interim manager for fiscal year
07/08.
In order to continue to improve, the bookstore must aggressively pursue appropriate
technology. This would include continued training and proficiency in the use of
WinPRISM as well as the implementation of the POS system as soon as financially
viable.
Over the next three years I believe our staffing needs will increase by two people. One
full time supervisory capacity on Eureka campus and one part time temporary for our Del
Norte campus bookstore. I feel our projected increase in student enrollment on all
campuses and subsequent volume of business will justify these new hires.
I feel we must aggressively pursue the implementation of a Point Of Sale system as soon
as financially viable. It should be a priority this year.
A POS system will enhance the bookstore operation and overall student satisfaction by
100%.
Vice President’s Recommendation
Comments:
Acquisition of the WinPRISM Point of Sale system and training of the Bookstore staff in
operating it should be a priority for this year. Results of the customer satisfaction survey
are very encouraging. Administering this survey at the beginning of each primary
semester (Fall and Spring) will provide opportunities for continuing improvement.
______________________________________________________ _09__/_28__/_2007
Vice President’s Signature
Date
Institutional Effectiveness Committee’s Comments
Comments:
______________________________________________________ _____/_____/_____
Chair, Institutional Effectiveness Committee
Date