Appendix D: Non-Instructional Program Review Template
Victor Valley College
Non-Instructional Program Review
(Planning Year = 2012-13)
(Budget Year = 2013-14)
Report Date: November 01, 2012
Program: Auxiliary Services
Program Contact Person: Robert A. Sewell
Campus Phone Extension: 2395
E-mail Address:Robert.sewell@vvc.edu
Division: Admin Services
A. PROGRAM OVERVIEW (Make parallels to VVC Mission: Accreditation Standard IA)
The departments under the purview of Auxiliary Services continued to support campus activities
as well as the institutional mission with no or reduced financial cost to the district. ..During the
past year Auxiliary Services has continued to operate the Printshop with one employee, funded a
daytime custodian (primary location SAC) who provides campus support, reduced the bookstore
staff by one full time employee and will for this year operate with 50% reduction in
management.
College textbook prices, as per the Government Accountability Office, increased at twice the rate
of inflation from 1986 to 2004. As the price of textbooks continues to increase in cost, colleges
across the nation are looking at alternative strategies to meet student needs. As one approach,
the Rams Bookstore introduced Textbook Rentals, including in store delivery and in-store rental,
focused on reducing student credit card usage and reducing student refunds.
Most challenging for the Bookstore has been the reduction in class offerings and the decline in
VVC credit students. Providing students with cost effective methods to acquire their educational
materials and reducing returns/refunds by 10% has been critical in maintaining consistent
customer and sales levels for the past year. The strategy has been not to encourage students to
look elsewhere, either for price or customer service.
Auxiliary Services remains a consistent and reliable resource within the overall operation of the
district, assisting in the setup and coordination of activities, meetings & conferences, providing
the educational materials required by our staff and students, creating, coordinating and
supporting the district’s co-curricular and student activities.
Auxiliary Services encompasses many areas that actively collaborates and partners with other
campus departments and groups to serve the campus community. These areas include the
campus Print Shop and copier liaison, Rams Bookstore, Food Services, Student activities
including the Associated Student Body, Phi Theta Kappa Honor Society, Student Clubs, Event
ticket sales, Children’s Free Theater, Campus ID cards, RamPage Campus Newspaper, Marquee
advertising, on and off site facility scheduling, as well as Performing Arts Center activities and
scheduling.
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Appendix D: Non-Instructional Program Review Template
B. PROGRAM ASSESSMENT (Make parallels to VVC Mission: Accreditation Standard IA)
1. Service Area Outcomes (SAOs) - Current Assessments (see Accreditation Standard IB)
PLEASE RESPOND TO QUESTIONS BELOW FOR EACH ASSESSMENT YOU ARE
REPORTING.
What was assessed? What was learned? What actions will be taken to apply what was learned to
program improvements?
1. Customer Access and Service: ( Bookstore)
(a) Reduce student credit card usage as a method by 5%. We were to reduce usage by 8.8%, by
offering other methods of payment and working closely with financial aid to address book
vouchers. In the coming year we will work to ensure the High One Card can be processed on
campus as a debit card and not as a credit card.
2. Customer Access and Service: (Bookstore)
(a) Expand student textbook rental program & service. We were able to expand book rentals from
2,635 to 3,156 and establish a firm baseline for moving forward.
3. Fiscal Stability - Customer Access and Service
(a) Increase print copies at Campus Printshop to reduce more costly print options (Departmental
Printers). We were able to identify the baseline numbers of 638K copies per month on campus
vs 230K in the printshop. These numbers are relevant to support the upgrade of Printshop copiers
which will have a new monthly base of 350,000 and will save the district $24K in year one and
$112K over term of the new equipment lease.
2. Progress on Standards or Program-Related Accreditation Recommendations (see Accreditation
Standard IVA4)
Which accreditation standards / recommendations were addressed? Recommendation 4, Campus Climate
What did the program do to address the standards / recommendation(s)? Students created an information
flyer for public distribution about what accreditation and our sanction means for students. Distributed to
over 3000 people.
What has the impact of those actions been to date? A formal document for publication summarizing key
points about our accreditation status and, hopefully, a more informed student population.
What next steps will be taken? The document remains on the website. ASB continues to support campus
communication to improve climate.
3. Progress on Educational Master Plan Initiatives (see Accreditation Standard IB)
What EMP strategic planning priorities are impacted by the program's EMP initiative/goal?
What did the program do to implement its EMP initiative/goal?
What has the impact of those actions been to date?
What next steps will be taken?
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Appendix D: Non-Instructional Program Review Template
The #1 EMP initiative for ASB is increasing its supportive roles to bring student and the community
together. The goals include ways to increase that role, such as strengthening local business
partnerships (e.g., VVTA gave us free bus passes); creation of a Student Resource Center; and
assessment of its efficacy at mid-year.
For Auxiliary Services, it is expanding text book rentals. We are currently addressing the issue of
Access Codes nationally and will bring that to campus for vetting so that we can improve the offering
of used and rental book. Access codes are a valuable resource for students and the instructors, yet an
impediment to the cost for students and the bookstore. We have met with the Math department chair,
Steve Toner to lay out the plan which will address access codes for all Math students for the Spring
2013 semester. This plan will be reviewed as to success subsequent to the spring semester.
4. External Factors (see Accreditation Standards IB, IIB)
What was assessed? What was learned? Based on what was learned, what actions will be taken to make
program improvements?
Most challenging for the Bookstore has been the reduction in class offerings and the decline in VVC
credit students. Providing students with cost effective methods to acquire their educational
materials and reducing returns/refunds by 10% has been critical in maintaining consistent
customer and sales levels for the past year. The strategy has been not to encourage students to look
elsewhere, either for price or customer service
5. Internal Factors (see Accreditation Standard IB)
a. Customer Service Assessment
Describe any customer satisfaction data used to improve services. Describe how the program performs on
the following: schedules activities to meet the needs of its customers (students and/or staff);
communicates efficiently and effectively with customers (students and/or staff); interacts effectively with
other programs across campus; interacts with external agencies, organizations and other constituent
groups to communicate matters of quality; assures equitable access to all students by providing
appropriate, comprehensive, and reliable services regardless of service location or delivery method, if
applicable.
Bookstore rentals have increased from 2,635 to 3,156 from FY 2010-2011 to 2011-2012. This is the
baseline for future use in tracking bookstore rentals and collection of customer emails for Customer
Service survey so that we can improve rental numbers and quality of service.
Currently main campus prints approx.. 638K copies per month as compared to Campus Printshop at 230K
per month. This establishes a baseline to determine increased number of printed copies through Campus
Printshop.
b. Quality of Service Assessment
i. Use of Human Resources (see Accreditation Standard IIIA)
Describe the process for evaluating all program personnel to make sure they are current. How does the
program make sure that all program personnel continue to be qualified by appropriate training and
professional development experiences? If the current staffing level or training schedule is not adequate,
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Appendix D: Non-Instructional Program Review Template
please specify the staffing and/or training required to maintain quality service levels and the standard used
to define “quality.”
Current bookstore staffing level is impacted by employees who are away on leave, due to factors which
needs to be addressed so that future staffing and planning can be optimized both financially and to
address work load by staff on hand..
The Campus Printshop is in dire need of another fulltime employee, bringing the number from 1 FTE to 2
FTE, thereby allowing us to proceed in providing online service, handle additional campus workload and
facilitate the shift of 100K more copies per month from the more expensive campus machines to the
machines in the campus printshop.
ii. Use of Physical Resources (see Accreditation Standard IIIB)
If the physical resources, which include facilities, equipment, land, and other assets are not adequate to
support student learning programs and services, please specify the physical resources— facilities,
equipment, land, etc.—needed to maintain an environment conducive to learning. If physical resource
planning is not integrated with institutional planning and does not include projections for total cost of
ownership, please specify how the facilities plan can better align with institutional planning and provide
measures to aid in the review of total cost of ownership projections for all projects campus-wide.
Facility space and funding source(s) are needed for lockers for student use while they use the campus
bookstore and other facilities. An analysis of moving the Campus Printshop to Upper campus needs to be
considered in the coming year(s), thereby allowing the Printshop to be a closer and less expensive
alternative for campus printing and provide the possibility for additional revenue by opening up service to
students and other VVC stakeholders.
iii. Use of Technology Resources (see Accreditation Standard IIIC)
If the technology resources are not adequate to maintain quality service in the coming year, please specify
the technology resources—hardware, software, subscriptions and training needed to maintain quality
service levels and the standard used to define “quality”.
The printers in the Campus Printshop need to be replaced with more advanced, more efficient and less
costly equipment. Specifically replacing the Nuvera 120, P4112CPC, DC252EFI & DC 252 machines
with the D110CPC, D125CPC, X550C & X560EFI machines. By doing so will generate yearly savings to
the district of $24K.
iv. Use of Financial Resources (see Accreditation Standard IIID)
If fiscal planning is not integrated with institutional planning and does not reflect a realistic assessment of
financial resource availability, development of financial resources, partnerships, and expenditure
requirements, please specify how fiscal planning can better align with institutional planning and provide
measures to aid in the review of resource availability, development of financial resources, partnerships,
and expenditure requirements. If the financial management system does not have control mechanisms to
aid in the review of resources to support student learning, audit findings, financial emergencies, and
effective oversight of program finances, please specify how the department plans on allocating resources
using effective oversight of program finances.
Credit card charges decreased by $205K for FY 2011-2012 which was equivalent to an 8.8% reduction of
credit card usage a method payment. Criterion was met. Bookstore will continue to evaluate methods to
reduce student debt and bookstore credit card operational fees.
c. Program Specific and Cross-Program Impacts Assessment
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Appendix D: Non-Instructional Program Review Template
i. Program-Specific Assessments
Describe any assessments conducted that are unique to the program and/or related industry standards?
Explain advisory committee findings and/or recommendations you are including in this PRAISE report.
None
ii. Cross-Program Impact Assessments
Describe any findings in your program assessment that will impact other programs across campus such
as:
 College Catalog (see Accreditation Standard IIB2)
 Library (see Accreditation Standard IIC)
 Technology Resources (see Accreditation Standard IIIC)
 Campus Police (see Accreditation Standard IIIB1b)
 Student Services Division (see Accreditation Standard IIB)
 Instructional Division (see Accreditation Standard IIA)
 Administrative Services Division (see Accreditation Standard IIIA2)
 Other Programs not specified above
As instruction office rolls out Schedule 25, it will be critical to be included so any overlapping spaces
reserved by both the instruction office through Schedule 25 and our program through our reservation
system for educational, co-curricular, or administrative activities is identified so we can minimize
conflicts or duplication of effort.
Shifting of 10% of main campus printing to the campus printshop will reduce financial burden of
instruction office. We will need to have formative conversations with instruction to achieve this mutually
beneficial objective.
C. NEEDS ASSESSMENT: PROGRAM NEEDS & OPPORTUNITIES
1. Summary of Needs/Opportunities for Improvement (OFI)
Summarize your analysis of the various program assessments described in the previous section. Given
that analysis, what are the most pressing needs or opportunities for improvement (OFIs) that provide the
justification for the program's resource allocations requests?
Campus printshop equipment is old and not as efficient as newer technology. Services are limited by the
older equipment. Upgrading of Campus Printshop copiers will save $112,875 in lease payments.
In addition to outdated equipment, meeting the 10% shift of services from main campus to printshop will
require an additional employee.
For safety and security of student property and to minimize district liability, we would like to add campus
student lockers.
2. Preliminary Action Plan
By addressing the program's most pressing need described above, which district goal(s) will be impacted
by the preliminary plan of action?
1) Fiscal Stability
2) Student Success
3) Accreditation Recommendations
4) Image
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Appendix D: Non-Instructional Program Review Template
What is the measureable objective to be reached as a result of implementing this plan?
What new or additional resources are required to implement this plan? THIS NARRATIVE SHOULD
MATCH LINE ITEM REQUESTS FROM THE BUDGET DEVELOPMENT WORKSHEET.
What activities (strategies, techniques, interventions, services, etc.) will be designed and/or delivered in
connection with implementing this plan?
What products or deliverables will result from implementing this plan?
What anticipated outcomes will result from implementing this plan?
1) Description/Definition (include data source)
2) Timeline
3) Measurement for Success
D. Certification
Please have all program personnel who participated in the discussion and development of this program
review sign below.
Name of Staff Member
Robert A. Sewell
Signature
Deanna Murphy
Scott Mulligan
Kendra Ullger
College Council Approved: 09.12