In 1997, Senate Bill 148 required that the Texas Higher Education Coordinating Board require each institution to define its "content, component areas, and objectives of the core curriculum" (Core Curriculum: Assumptions and Defining Characteristics, 1999). Some of the basic intellectual competencies which are "essential to the learning process in any discipline" include reading, writing, speaking, listening, critical thinking, and computer literacy (Core Curriculum: Assumptions and Defining Characteristics, 1999). The exemplary educational objectives which are the "basis for faculty and institutional assessment of core components" and categorized as communication, mathematics, natural sciences, humanities and visual and performing arts, social and behavioral sciences, institutionally designated option (Core Curriculum: Assumptions and Defining Characteristics, 1999).
SHSU has voluntarily opted to receive accreditation under the Southern Association of Colleges and Schools Commission on Colleges (SACS) organization. SACS is an organization whose "mission is the enhancement of educational quality throughout the region and the improvement of the effectiveness of institutions by ensuring that they meet standards established by the higher education community that address the needs of society and students" (The Principles of Accreditation, 2009). An institution that has been accredited by SACS:
"(1) has a mission appropriate to higher education,
(2) has resources, programs,and services sufficient to accomplish and sustain that mission, and
(3) maintains clearly specified educational objectives that are consistent with its
mission and appropriate to the degrees it offers, and that indicate whether it
is successful in achieving its stated objectives" (The Principles of Accreditation, 2009).
References:
The Principles of Accreditation. (2009). Retrieved on February 27, 2012 from the SACS website at www.sacscoc.org/pdf/2010principlesofacreditation.pdf
Core Curriculum: Assumptions and Defining Characteristics (1999). Retrieved on February 27, 1012 from the Texas Higher Education Coordinating Board website at http://www.thecb.state.tx.us/index.cfm?objectid=7ED36862-993C-10F2-C64CA9C9EDF26C4C
2. Develop the objectives for the school technology plan based on the needs from your institution.
Teaching & Learning – All learners (students)
• Have 24/7 access to the online resources and assessments to increase troubleshooting and knowledge levels
Objective: IT@Sam will continue to ensure that all students have 24/7 online access to resources 100% of the time.
• Use online resources and tools to provide efficient technical support to clients
Objective: IT@Sam Service Desk will ensure that the Knowledge Base is up to date by April 2012 and accessible 24/7 online 100% of the time.
• Use online resources and tools to collaborate with co-workers to find solutions to technical problems
Objective: IT@Sam Service Desk will continue to use MS Lync and MS Lync Group chat (an instant messenger client) 100% of the time to communicate. They will also to continue to use MS Outlook and Blackboard 100% of the time with their staff.
Educator Preparation and Development – All educators (Service Desk supervisors)
• Develop and implement a knowledge base that is easily accessible to student worker in order to meet the increasing demands of student, staff, and faculty
Objective: IT@Sam Service Desk will ensure that the Knowledge Base is up to date by April 2012 and accessible 24/7 online 100% of the time.
• Develop and implement an innovative training curriculum plan to ensure that staff is equally trained
Objective: The service desk supervisors will complete an training curriculum plan by April 2010 that will be posted online.
Objective: The service desk supervisors will complete an training curriculum plan by April 2010 that will be posted online.
• Develop and implement staff development opportunities to increase troubleshooting skills
Objective: The service desk supervisors will complete a professional development plan by April 2012 that will be posted online.
• Develop and implement staff development opportunities to increase basic computer skills
Objective: The service desk supervisors will complete a professional development plan for SHSU staff, faculty, and students that will be posted online.
• Gather and make appropriate decisions based on client satisfaction surveys
Objective: The service desk supervisors will continue to daily monitor 100% of all surveys to make sure that all clients are satisfied.
• Gather and make appropriate decisions based on student worker assessments
Objective: The service desk supervisors will continue to daily monitor student performance and provide assessments to help with staffing needs.
Leadership, Administration & Instructional Support – All leaders (Upper Management):
• Support decisions made by Service Desk supervisors regarding staff development opportunities for student workers and SHSU staff
Leadership, Administration & Instructional Support – All leaders (Upper Management):
• Support decisions made by Service Desk supervisors regarding staff development opportunities for student workers and SHSU staff
Objective: The service desk will continue to find resources outside and within the institution that could help students develop professionally.
Infrasture - An infrasture system provides:
• Access to an online knowledge base that is available 24/7 for all staff
Objective: IT@Sam will ensure that faculty, staff, and students have 24/7 access to the online self-service technology tutorials.
• Effective and efficient technical support for Mac and Windows 7 operating system
Objective: IT@Sam will ensure that the appropriate technical support IT@Sam personnel receive Mac and Windows training by September 2012.
3. Identify the objective for each area of Technology, Funding, and Management. Provide the needed elements for each objective to make sure that it’s measurable.
Technology
Goal: The service desk technicians will be able to increase their knowledge levels on how to troubleshoot Mac issues at a 90% achievement rate by the end of April 2012 when presented with an online assessment through Blackboard.
• Objective 1: The student workers will achieve 100% completion of the Mac training by the end of April 2012 through the online program.
• Objective 2: The Service Desk supervisors will create and complete an online assessment on Blackboard based on the content from the online training and internal standard operations procedures by the end of April 2012.
• Objective 3: The student workers will take the online assessment and pass with at least a 90% achievement rate.
Goal: The service desk technicians will be able to increase their knowledge levels of Windows 7 at a 90% achievement rate by the end of April 2012 when presented with an online assessment through Blackboard.
• Objective 1: The student workers will achieve 100% completion of the Windows 7 training by the end of April 2012 through the online MS E-learning program.
• Objective 2: The Service Desk supervisors will create and complete an online assessment on Blackboard based on the content from the online MS E-learning Windows 7 training and internal standard operations procedures by the end of April 2012.
• Objective 3: The student workers will take the online assessment and pass with at least a 90% achievement rate.
Goal: The service desk will be able to improve the basic computer skills of staff at a 90% achievement rate when presented with an online assessment.
• Objective 1: The staff at SHSU will achieve 100% completion of the basic computer skills training through a group training.
• Objective 2: The Service Desk supervisors will create and complete an online assessment on based on the content from the group.
• Objective 3: The staff will take the online assessment and pass with at least a 90% achievement rate.
Funding
Goal: Lab and Classroom (L/C) services will present a white paper on ways to bring in additional funding by the end of April 2012 using research from other universities.
• Objective 1: L/C services will research options from other universities for generating additional funding.
• Objective 2: L/C services will meet with company representatives for product reviews.
• Objective 3: Gather and present research to upper management.
Management
Goal: The Service Desk will be able to present a training curriculum plan created in Microsoft Word for their service desk technicians by the end of April 2012.
• Objective 1: The Service Desk supervisors will review the current draft of a curriculum plan to determine what additional content is needed.
• Objective 2: The Service Desk supervisors will develop additional content for curriculum plan.
• Objective 3: The Service Desk supervisors will test plan with lead workers and any new staff.
Goal: The service desk technicians will have a thorough online knowledge base accessible 24/7 in order to improve first call resolution rates thus consistently maintaining a customer satisfaction rating above a 4.8 on a scale of 1 to 5. The knowledge base will also provide an opportunity for student workers to contribute and collaborate with co-workers.
• Objective 1: The Service Desk supervisors will review the current knowledge base to determine what additional content is needed.
• Objective 2: The Service Desk supervisors will develop additional content for the knowledge base.
• Objective 3: The Service Desk supervisors will continue to measure customer satisfaction ratings through online surveys.
Technology
Goal: The service desk technicians will be able to increase their knowledge levels on how to troubleshoot Mac issues at a 90% achievement rate by the end of April 2012 when presented with an online assessment through Blackboard.
• Objective 1: The student workers will achieve 100% completion of the Mac training by the end of April 2012 through the online program.
• Objective 2: The Service Desk supervisors will create and complete an online assessment on Blackboard based on the content from the online training and internal standard operations procedures by the end of April 2012.
• Objective 3: The student workers will take the online assessment and pass with at least a 90% achievement rate.
Goal: The service desk technicians will be able to increase their knowledge levels of Windows 7 at a 90% achievement rate by the end of April 2012 when presented with an online assessment through Blackboard.
• Objective 1: The student workers will achieve 100% completion of the Windows 7 training by the end of April 2012 through the online MS E-learning program.
• Objective 2: The Service Desk supervisors will create and complete an online assessment on Blackboard based on the content from the online MS E-learning Windows 7 training and internal standard operations procedures by the end of April 2012.
• Objective 3: The student workers will take the online assessment and pass with at least a 90% achievement rate.
Goal: The service desk will be able to improve the basic computer skills of staff at a 90% achievement rate when presented with an online assessment.
• Objective 1: The staff at SHSU will achieve 100% completion of the basic computer skills training through a group training.
• Objective 2: The Service Desk supervisors will create and complete an online assessment on based on the content from the group.
• Objective 3: The staff will take the online assessment and pass with at least a 90% achievement rate.
Funding
Goal: Lab and Classroom (L/C) services will present a white paper on ways to bring in additional funding by the end of April 2012 using research from other universities.
• Objective 1: L/C services will research options from other universities for generating additional funding.
• Objective 2: L/C services will meet with company representatives for product reviews.
• Objective 3: Gather and present research to upper management.
Management
Goal: The Service Desk will be able to present a training curriculum plan created in Microsoft Word for their service desk technicians by the end of April 2012.
• Objective 1: The Service Desk supervisors will review the current draft of a curriculum plan to determine what additional content is needed.
• Objective 2: The Service Desk supervisors will develop additional content for curriculum plan.
• Objective 3: The Service Desk supervisors will test plan with lead workers and any new staff.
Goal: The service desk technicians will have a thorough online knowledge base accessible 24/7 in order to improve first call resolution rates thus consistently maintaining a customer satisfaction rating above a 4.8 on a scale of 1 to 5. The knowledge base will also provide an opportunity for student workers to contribute and collaborate with co-workers.
• Objective 1: The Service Desk supervisors will review the current knowledge base to determine what additional content is needed.
• Objective 2: The Service Desk supervisors will develop additional content for the knowledge base.
• Objective 3: The Service Desk supervisors will continue to measure customer satisfaction ratings through online surveys.
Norma, great proposed objectives for question 3! For question 2, can you provide the measurable elements for each objective?
ReplyDeleteNorma,
ReplyDeleteI really liked that you used SHSU. I really like Objective 3: The Service Desk Supervisors will continue to measure customer satisfaction through online surveys. This is something that I think needs to happen in order for the institution to know how to grow.
Thanks, Kimi. The only issue we run into is that our response rate is very low. We've tried free giveaways for those that respond but then you run into lack of funding issues.
Delete