Motlow State Community College
Action Plan & Outcome Assessment Report for Institutional Effectiveness
Planning Year: July 1, 2015 – June 30, 2016
Assessing Year: July 1, 2014 – June 30, 2015
Unit: McMinnville Site
Related Strategic Goal: 3.1 Monitor and improve the effectiveness of educational programs and
services.
Action Plan #: MMCT-01
Action Plan Title: Student Satisfaction with McMinnville Center Services
Desired Outcome:
The new desired outcome for the 2015-16 academic year is to score 95% on the Satisfaction of Student
Services Survey.
Prior to June 2015, our goal was for 90% of the respondents to the Satisfaction of Student Services
Survey to be satisfied with the service offered at the McMinnville site. Our future plans are to identify
other ways to meet student needs.
Description of Action Plan and Related Activities:
A McMinnville Center Handbook will be created and distributed to staff members. The purpose is to
ensure excellent customer service, and aid employees in giving out complete and correct information.
We will also hold regular meetings with all faculty and staff to determine how we can better work
together. Our goal is to serve our students efficiently and effectively.
Prior to June 2015, we had the following plan. An online Satisfaction of Student Services Survey will be
made available to all enrolled credit students each semester. The director of institutional research,
planning, and effectiveness will forward the responses to the director of the McMinnville Center and put
them on the IRPE web site. The results of these plans will be reviewed by the Director of the
McMinnville Center; actions will be taken as needed from the results. For our future plans, we are
starting a student focus group that will meet once per year to discuss needed changes to McMinnville
Student Services. Minutes from these meetings will be maintained at the Center. We will target specific
areas to improve upon suggestions from the students.
Team Members: McMinnville Center Faculty and Staff, IRPE staff
Timeline: Review and evaluate June 2015
Est. Cost: $0
Budgeted: Included in current budget
Evidence of Success: Beginning with the 2015-16 academic year, the Satisfaction of Student Services
Survey results will show at least 95% satisfaction with services offered at the McMinnville site.
Prior to June 2015, the Satisfaction of Student Services Survey results will show at least 90% satisfaction
with services offered at the McMinnville site. At least one need identified from the student focus group
will be acted on if it is feasible.
Current Status: On Schedule
Describe Progress Below
Fall 2014
The results of the Student Satisfaction Survey showed that 100% of the students were satisfied with the
services. This outcome was met, but with the addition of the new TN Promise program and resulting
influx of students, we are focusing on customer service for the upcoming year. Some said yes, but their
response was for most of the time. We want to improve that percentage.
Fall 2013
The results of the Student Satisfaction Survey showed that 99% of the students were satisfied with the
services. This outcome was met, and we feel our extra efforts to assist students have helped. We do
plan to continue that. This year, our focus group decided to do Spring Olympics. This did not work out
as well as we hoped, so we will try something different next year. See attached survey for
documentation.
Fall 2012
The results of the Student Satisfaction Survey showed that 93% of the students were satisfied with the
services. This outcome was met, but we have implemented a new procedure for assisting students. We
are checking not only admissions holds when they ask what they need, but we are also checking shot
records and financial aid requirements for each one. This process will hopefully improve our score for
next year. Our students focus group met and determined they wanted a popcorn machine. One was
purchased through the Student Government Association in the Spring 2013 semester. See attached
survey for documentation.
Fall 2011
One hundred percent of the respondents were satisfied with the services. This expected outcome was
met.
Fall 2010
One hundred percent of the respondents were satisfied with the services. This expected outcome was
met. See attached student services survey for documentation.
Fall 2009
Over 95% of the respondents were satisfied with the services. This expected outcome was met.
Fall 2008
One hundred percent of the respondents were satisfied with the services. This expected outcome was
met.
Describe Needed Changes: We decided to increase our goal this year, because we can always do better.
More focus will be on customer service for this new influx of students.
List of Supporting Documentation: Student Satisfaction Survey results included in document
Date Last Updated: 07/21/15