A
TMCC
COURSE ASSESSMENT REPORT (CAR)
Revised I0/21/2013
Course Prefix, Number and Title: BUS 112 - Customer Service
Division/Unit: Business
Submitted by: Amber Donnelly
Contributing Faculty:
Academic Year: 2013-2014
Complete and electronically submit your assessment report to your Department Chair/Coordinator/Director. As needed, please attach supporting documents and/or
a narrative description of the assessment activities in your course.
Course Outcomes
In the boxes below, summarize
the outcomes assessed in your
course during the year.
Assessment Measures
Assessment Results
In the boxes below, summarize
In the boxes below, summarize
the methods used to assess course the results of your assessment
activities during the last year.
outcomes during the last year.
Use of Results
In the boxes below, summarize
how you are or how you plan to
use the results to improve student
learning.
Effect on Course
Based on the results of this
assessment, will you revise your
outcomes? If so, please
summarize how and why in the
boxes below:
Students will demonstrate an
increased understanding of
the levels of customers and
customer expectations
through written cases that
demonstrate their current
understanding of given
situations and ways to
improve the overall customer
experience. Students will be
measured according to a
predetermined grading
rubric.
Based on student scores, I
No revisions on outcomes will
will continue using these real- be completed at this time.
life scenario assignments by
There is not any data to
adding new content based on warrant an outcome revision.
the constantly changing
workplace environment. This
gives students the
opportunity to share
information they learn in class
based on their real life
experiences.
Outcome#I
Students will discover the six
levels of service and
understand rising customer
expectations.
Through on line discussion
questions students can share
ideas with other classmates.
Students effectively
demonstrated critical thinking
skills as they did their
textbook cases. Through
online videos and related
questions students use their
knowledge from the readings
and real life scenarios to
answer questions. Two
chapter exams are given
during the semester to check
for textbook understanding.
Page 1
A
TMCC
COURSE ASSESSMENT REPORT (CAR)
Course Prefix, Number and Title: BUS 112-Customer Service
Division/Unit: Business
Submitted by: Amber Donnelly
Contributing Faculty:
Academic Year: 2013-2014
Course Outcomes
Assessment Measures
Assessment Results
Use of Results
Effect on Course
Students will demonstrate
ability to set service
improvement goals by
developing a plan outlining
those goals for a hypothetical
business assigned by the
instructor. This plan will be
evaluated according to a
predetermined grading
rubric.
Students effectively
demonstrated these skills in
homework assignments. 95%
of the students completed
the assignment completely
and accurately based on the
instructions provided.
Students met my expectation
when creating their own
service improvement skills
document.
No revisions on outcomes will
be completed at this time.
There is not any data to
warrant an outcome revision.
Students effectively created
their action plan document.
Students completed their
project with 85% accuracy,
including proper formatting
and spelling.
To provide clarity on this project
I will post an exemplary sample
action plan document. The
action plan instructions should
include more specific
information on the type of
headings required, page length
and the overall quality
expectation. This will clarify the
project and help students
complete their project with
100% accuracy.
No revisions on outcomes will
be completed at this time.
There is not any data to
warrant an outcome revision.
Outcome# 2
Students will demonstrate
ability to set service
improvement goals.
Outcome#J
Students will create an action
plan.
Using the service
improvement goals, students
will create an action plan to
meet those goals. Students
will be measured according to
a predetermined grading
rubric.
Page2
A
TMCC
COURSE ASSESSMENT REPORT (CAR)
Course Prefix, Number and Title: BUS 112 - Customer Service
Division/Unit: Business
Submitted by: Amber Donnelly
Contributing Faculty:
Academic Year: 2013-2014
Please enter your name and date below to confinn you have reviewed this report:
Title
Name
Date
Department Chair/Coordinator/Director
Amy Williams
12/ 1112013
10/22/2014
Dean
Vice President of Academic Affairs
~-----1 10/22/2014
Jane Nichols
JRB: CAC updated I 0/22/2014
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