Motlow State Community College
Action Plan & Outcome Assessment Report for Institutional Effectiveness
Planning Year: July 1, 2013 – June 30, 2014
Assessing Year: July 1, 2012 – June 30, 2013
Unit: Business Office
Related Strategic Goal:
3.1 Monitor and improve the effectiveness of educational programs and services.
Action Plan #: BOFF-01
Action Plan Title: Student Satisfaction with Business Office services
Desired Outcome: Students will be satisfied with Business Office Services as indicated by at least 97% of
respondents to the Satisfaction of Student Services Survey rating the following question with a “yes”. If
you have had contact with MSCC’s Business Office, was the service satisfactory?
Prior to July 1, 2011, the goal was 95% of respondents to the Satisfaction of Student Services Survey will
rate the following question with a “yes”.
Description of Action Plan and Related Activities: The Business Office takes numerous steps to ensure
a high level of student satisfaction with Business Office services. The primary focus is to provide both
students and staff that provide Business Office services to students accurate and timely information.
This communication happens year round and the methods of communication include telephone, email
messages, the MSCC website, on campus electronic signs and on campus hard copy signs.
Activities that we deem especially important to our achieving our goal include conducting annual
training as needed involving all locations to inform Business Office staff and others that the Business
Office works closely with of changes in procedure that may have occurred. The training will include
information about communicating with students regarding the payment plan, consequences of dropping
a class if enrolled in payment plan or receiving Financial Aid, discussing solutions to most common
student complaints and discussing customer service techniques when dealing with difficult students.
In addition, the Business Office will work to provide better general communication to all off campus
sites to have all Motlow staff on the same page regarding Business Office procedures and information.
This will help ensure students get consistent answers from all staff providing Business Office services
and will maximize student satisfaction.
Each Fall when we get the scores from the Office of Institutional Research, Planning, and Effectiveness,
management reviews the results and then communicates those results to all staff. We ask staff to take
a fresh look at how we can maintain and improve a high level of student satisfaction. All feedback and
ideas are considered. The majority of the feedback is centered on ensuring we provide both students
and staff that provide Business Office services to students accurate and timely information.
Team Members: Business Office employees and related student services personnel at all MSCC sites
Timeline: Review progress and evaluate annually upon receipt of Fall survey results.
Est. Cost: $500
Budgeted: Included in current budget
Evidence of Success: The Office of Institutional Research, Planning, and Effectiveness will make the
online survey available to all credit students each fall semester. The results of the survey will be posted
on the IRPE website .
Complete the following when assessing a plan
Current Status: On Schedule
Describe Progress:
SPRING 2013
For the period July 1, 2012 to June 30, 2013, the goal has NOT been met as indicated by approval rating
of 95.83% in Fall 2012. The approval rating for Fall 2011 was 100%. The approval rating for Fall 2010
was 96.17%.
The Business Office believes good communication is critical to achieving student satisfaction with
Business Office services. In an effort to maintain high levels of student satisfaction, we continue to look
for ways to improve the communication to both students and staff that provide Business Office services
to students.
Training is one method of communication. Previously, the Business Office has invited staff from all sites
to come to Moore County and attend a three to four hour refresher training session. In the Fall of 2011,
we changed that routine to try to improve the training. One of the staff from the Moore County
Business Office traveled to each site and provided on-site training. This helped identify and address
local site issues that may factor in to achieving maximum student satisfaction with Business Office
services. It also gave the staff at the off sites a break in having to travel to Moore County and may have
boosted morale as well. Additional training is planned for Summer 2013. We believe the timing of the
training being right before the Fall busy time is best for the College employees and should translate into
maximum student satisfaction.
Since the goal was not met in the Fall 2012 survey, the results by site were reviewed. It was determined
that 3 out of 39 students were dissatisfied at the Smyrna location with the Business Office. Although the
Business Office function at each of the satellite campus is not actually under the direction of the
Business Office, the site Director was contacted about the results. It was determined that a personnel
change was recently made in Smyrna that should improve future survey results. No further changes are
deemed necessary.
The Business Office believes good communication is critical to achieving student satisfaction with
Business Office and will continue to strive to meet the 97% satisfaction goal.
FALL 2011
For the period July 1, 2010 to June 30, 2011, the goal has been met as indicated by approval rating of
100% in Fall 2011. The approval rating for Fall 2010 was 96.17%.
The Business Office believes good communication is critical to achieving student satisfaction with
Business Office services. In an effort to maintain high levels of student satisfaction, we continue to look
for ways to improve the communication to both students and staff that provide Business Office services
to students. Training is one method of communication. Previously, the Business Office has invited
staff from all sites to come to Moore County and attend a three to four hour refresher training session.
In FY12, we are changing that routine. One of the staff from the Moore County Business Office will
travel to each site and provide on-site training. This will help identify and address local site issues that
may factor in to achieving maximum student satisfaction with Business Office services. It also gives the
staff at the off sites a break in having to travel to Moore County and may boost morale.
Describe Needed Changes: The Business Office will continue to work to improve communication
regarding Business Office procedures and information in an effort to maintain or improve the level of
student satisfaction. Our goal is to maintain a high level of satisfaction on a consistent basis (year to
year basis). The failure to reach the increased goal of 97% (which was previously 95%) is disappointing
but we feel it is mainly due to a personnel issue at the Smyrna site. We will continue to keep the desired
outcome of 97% going forward. We will continue to explore ways to improve communication and
overall customer service in hopes of achieving our outcome in the Fall 2013 survey.
We will continue to look for more changes like this to help improve overall communication and ensure
that students are satisfied with the service that the Business Office provides.
List of Supporting Documentation: Business Office IE Supporting Documentation 06-01-13
Date Last Updated: 06/1/13