INFORMATION TECHNOLOGY –
COMPUTER SUPPORT SPECIALIST
Wisconsin Indianhead Technical College
10-154-3 Associate Degree
2009-2010
Program Review
and
2010–2012
Improvement Plan
Catalog Page ... 1
Review Team Membership ... 3
Self-Study Summary Report ... 7
WTCS QRP Scorecard Analysis Report ... 25
Dean
Nancy Cerritos Academic Dean, IT, Telecommunication and Automation New Richmond
Team Lead(s) Title/Location
Russ Rich IT Instructor
Rice Lake
Team Members Title/Location
Greg Brodt IT Instructor
Rice Lake
Mike Miller IT Instructor
Rice Lake
Aaron Staut Counselor
Rice Lake
Dan Cooper General Studies Instructor
IT- Computer Support Specialist
Academic Dean: Nancy Cerritos Divisional Dean: Nancy Cerritos Process Used to Complete the Self-Study
Meeting format (in-person, IP, conference calls etc.)
In-person meetings
Number of meetings 2
How was the self-study handled? (as a group, assigned to individuals to report back to group, etc.)
Group meeting with individual and group assignments.
Other Comments:
Summary of Findings As you completed this self study section of
the program review, what areas "stand out" in your program? Please explain.
Program is well equipped and has experienced faculty.
What has surprised you? Please explain. Very surprised to see student satisfaction as low as it was.
Student Services lack of understanding of the program.
List two or three of the items identified through your self-study that you will focus on to make improvements to your program.
Advertising/catalog/web page need to be updated and better used.
Program outcomes need to be revamped.
Take a look at Advisory Committee and determine if a shared committee still makes sense.
Develop a plan to update Course Outcome Summaries.
When/where in your program will you implement these improvements?
Through program review, we will implement during the next two years. What methods (direct or indirect) will you
use to assess the success of this
Student Service Feedback/possible survey.
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What new outcomes or benchmarks do you hope to achieve through these
recommended changes?
Improved student satisfaction. Put assessment plan in place. Better retention and graduation statistics.
Category: WITC Program Statistics
PLUSES (Strengths, Best Practices) DELTAS (Areas in Need of Improvements) -Enrollment is slowly increasing.
-Retention meets thresholds; often is close to target.
-Graduate numbers are low. -Graduate satisfaction is low.
-Employment statistics are not good.
Team Rating: 1 2 X 3 4
Select one PLUS item and explain the root cause:
Enrollment is slowly increasing.
IT programs in general are improving in numbers, probably due to the economy (people returning to school).
Select one DELTA item and explain the root cause:
Employment statistics are not good. Due to the depressed economy, and unwillingness to move out of the area, placement in the field has not been good in the past couple of years.
Category: Curriculum
PLUSES (Strengths, Best Practices) DELTAS (Areas in Need of Improvements) -Curriculum Checklist is updated and
accurate.
-Program outcomes have been reviewed and are currently being revised.
-Program modification to take effect in the fall of 2010.
-Multiple methods of delivery are employed.
-Unnecessary pre-requisites and courses were eliminated in the modification. -Curriculum was updated in the modification.
-Communication outcome (collegewide) has been imbedded in course.
-Catalog page needs to be updated. -Not all COS are current.
-Not all college wide indicators have been identified at the course level.
-Math course may not be the best fit for the program.
Team Rating: 1 2 3 X 4
Select one PLUS item and explain the root cause:
Program modification to take effect in the fall of 2010.
Modification, based on feedback from the Advisory Committee, addresses many different items.
Select one DELTA item an explain the root cause:
Not all collegewide indicators have been identified at the course level.
Not all COS are current.
Collegewide outcomes were just introduced to the college last year. ITCSS is ahead of the game by already having imbedded one outcome.
COS not current because there is no formal schedule or process.
Category: Assessment of Student Learning
PLUSES (Strengths, Best Practices) DELTAS (Areas in Need of Improvements) -Program outcomes have been reviewed
and are being revised.
-Some rubrics for assessment are available to students.
-Program is undergoing a modification for improvement and updating.
-Students are prepared to take industry certifications at the end of their course of study.
-Wide variety of assessments are used. -Significant number of assessments are hands-on and performance based.
-Program does not have an assessment plan. -Program outcomes are not reviewed on an annual basis.
-The program has not identified specific standards and levels of achievement for each program outcome.
Team Rating: 1 2 3 X 4
Select one PLUS item and explain the root cause:
Which “Plus” is this?
Because of the association with ITNS, ITCSS is ahead in terms of imbedding college wide outcomes.
Select one DELTA item an explain the root cause:
Program does not have an assessment plan. Program faculty and dean were not aware of need for program assessment plan.
Category: Advisory Committees
PLUSES (Strengths, Best Practices) DELTAS (Areas in Need of Improvements) -Shared committee with ITNS.
-Advisory Committee meets once a year. -Minutes are recorded and submitted. Agendas are sent before the meeting so members can arrive prepared.
-Advisory Committee is willing to offer guidance.
-Membership has been updated.
-Shared committee with ITNS.
-Attendance at meetings has not been consistently good.
-Graduates of both programs (ITNS and ITCSS) are employed at times with the same
employers and occasionally compete for same jobs.
Team Rating: 1 2 3 X 4
Select one PLUS item and explain the root cause:
Shared committee with ITNS.
Same faculty teach in both programs, so a shared committee makes sense.
Select one DELTA item an explain the root cause:
Shared committee with ITNS.
Does it still make sense? Graduates of both programs qualify for entry level jobs, so there is some inherent conflict.
Category: Equipment and Facilities
PLUSES (Strengths, Best Practices) DELTAS (Areas in Need of Improvements) -Equipment is excellent for the program.
-Computers in labs are maintained by instructors.
-Program has access to a MAC lab.
-There are three available computer labs. -Computers are updated on a regular cycle. -Equipment is purchased through a planning process.
-Computers in labs are maintained by instructors (takes excessive time). -Storage space is inadequate. -Ventilation is not always adequate, particularly air conditioning.
-Only one tear-down lab.
-Limited work space in the other two labs. -MAC lab is underutilized.
Team Rating: 1 2 3 X 4
Select one PLUS item and explain the root cause:
Equipment is excellent for the program. Excellent equipment because it is maintained by the instructors and replaced through planning.
Select one DELTA item an explain the root cause:
MAC lab is underutilized because generally the PC platform is used and Con. Ed has not made use of the opportunities a MAC lab presents.
Category: Learning and Innovation
PLUSES (Strengths, Best Practices) DELTAS (Areas in Need of Improvements) -Faculty is committed to attending training
events.
-Faulty is involved with state called meetings.
-WITC is a CISCO Regional Academy. -WITC Rice Lake has a VUE testing center. -Performance reviews are conducted on an annual basis.
-Performance reviews are collaborative and faculty has opportunities for input and collaboration.
-Collaboration with HS instructors for transcripted credit.
-There is inadequate funding for opportunities desired.
-Not enough time for desired activities. -Activities in the academic year occur during class time and affect student learning.
Team Rating: 1 2 3 X 4
Select one PLUS item and explain the root cause:
Faculty is committed to events/meetings: the positives from attending reinforce the desire to continue.
Select one DELTA item and explain the root cause:
There is inadequate funding for opportunities desired.
Not enough time for desired activities Funding and time and budget constraints affect both the cost of training events and the classroom coverage for events during the school year.
Category: Collaboration Across the College
PLUSES (Strengths, Best Practices) DELTAS (Areas in Need of Improvements) -Divisional dean is located at Rice Lake.
-General studies and supportive instructors work well with program staff.
-MAC lab is available for continuing education needs.
-Counselor is on Program Review Team. -Regular meetings are held with academic dean.
-Academic dean is not always available for assistance.
-There is no local administrative advocate for the program.
-Program is NOT well understood by student services staff.
-Few opportunities for industry training/collaboration with Con. Ed.
Team Rating-General Studies: 1 2 3 X 4
Team Rating-Student Services: 1 2 X 3 4
Team Rating-Continuing Ed: 1 X 2 3 4
Team Rating-Deans: 1 2 X 3 4
Select one PLUS item and explain the root cause:
General studies and supportive instructors work well with program staff.
General Studies, supportive courses faculty and program faculty work well together as they have established relationships and have student interest at heart.
Select one DELTA item an explain the root cause:
Program is NOT well understood by student services staff as it is a complex program with significant similarities and differences from ITNS.
WTCS (Wisconsin Technical College System)
QRP Analysis Report
BEST PRACTICE 1
Indicator Name & Number C200 Course Completion Observed result Students complete courses
What? What is the practice?
ITCSS and ITNS instructors teaching courses in both programs.
Why? Why was it started?
Ease of scheduling: having one instructor teach two sections of one class, rather than two sections of different classes.
How? How is it improving the program?
It is beneficial for students to be exposed to more than one core instructor as teaching styles as well as communication styles vary, and students may learn better and feel more connected with one.
BEST PRACTICE 2
Indicator Name & Number F400 Third Year Retention Observed result Students continue beyond 2 years
What? What is the practice?
Assigning an academic advisor to all students.
Why? Why was it started?
To help the students by providing a mentor to help create an academic plan that works for them.
How? How is it improving the program?
Students are finding a better balance of school and outside activities.
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BEST PRACTICE OR INNOVATION
BEST PRACTICE 3Indicator Name & Number F600 Third Year Graduation Observed result Flexibility in the curriculum
What? What is the practice?
Curriculum is well sequenced, but allows the students the flexibility to complete the program out of sequence.
Why? Why was it started?
Students do not necessarily complete the program in sequence. Many of our students work and have families so having the flexibility helps them complete.
How? How is it improving the program?
Title of Probable Action:
Add Industry certifications to the program.
Description for Probable Action:
Provide the students an opportunity to complete industry recognized certifications.
Rationale for Probable Action:
Advisory Committee members have endorsed having certifications in the program and have indicated that it would increase the employability of our graduates.
PROBABLE ACTION 2
Indicator Name & Number: N200 Program Enrollment Title of Probable Action:
Collaborate with Student Services to help them understand our program better.
Description for Probable Action:
Present our program at a meeting of Student Services to better inform about the ITCSS program.
Rationale for Probable Action:
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POTENTIAL SOLUTION/ACTION
PROBABLE ACTION 3Indicator Name & Number: S400 Graduate Satisfaction Title of Probable Action:
Increase the use of course evaluations and develop a method to gain feedback from the students during courses.
Description for Probable Action:
Use the course evaluation process to find and fix problems before graduation.
Rationale for Probable Action:
We need to find problems in the program and try to address them before the students leave and if possible while we can still fix them.
Future Trends
1 Employment opportunities will increase as the economy rebounds and as baby boomers start to retire.
2
Program is in the process of being modified and changes will strengthen the program and help with recruitment. Adding certification classes will help graduate employment.
3 Fastest growing jobs in Wisconsin are Health or IT related.
4 External Factors 1 2 3 4
Defined Outcome: (Goal/Target—numerical goal)
Increase employment-related statistics by 1 to 2
graduates
Perkins? Responsibility Timeline Resources
Action Plan/Action Items:
Add Industry Certifications to the program:
-Investigate process to add costs to fees and tuitions. -Add to fees and tuitions.
-Determine which certifications should be attached to which classes. -Implement.
Russ Rich Student services Financial aid?
Fall 2011- Spring 2012 Student services time
WTCS QRP Indicator Name & Number: (for those determined through the
QRP Scorecard Analysis and listed on probable action selection)
I600- Job Placement Related
Update: (A mid-year and year-end update will be required each year during implementation.)
11/30/10
Abandon this plan, as it is difficult to gather the enrollment to make a certificate class a viable idea. However, we did add coursework to the program which is certification prep classes, so students are able to take certification classes at the end of the program.
5/3/2011
This plan changed from its inception due to the difficulty of adding costs to the program. However, students in the program are able to take three separate certification tests by the end of the program. On target and complete. The certification prep classes enhance the program.
11/20/11
Students continue to be able to complete certification tests at the completion of the program through our on-location testing center. Students are able to take three certification tests.
5/21/12
This remains unchanged, although we are working with the bookstores and accounting to attempt to bundle test vouchers with books for classes that have certifications.
Defined Outcome:
Improve enrollment numbers by 2 students by
correctly placing students
Perkins? Responsibility Timeline Resources
Action Plan:
Collaborate with Student services to help them understand program: -Meet with Students services, primarily counselors, admissions advisors, career specialist.
-Explain program and differences from Network Specialist.
-Meet via IP or travel with other campuses’ personnel to let them know of this option to network specialist.
Russ Rich Fall 2010- Spring 2012
WTCS QRP Indicator Name & Number: (for those determined through the
QRP Scorecard Analysis and listed on probable action selection)
N200 Program Enrollment
Update: (A mid-year and year-end update will be required each year during implementation.)
11/30/10
Instructors met with Student Service staff to discuss both the ITCSS program as well as the ITNS program to explain differences and similarities and why different students might be better suited to one or the other. This was met very enthusiastically from Student Services staff and will be repeated annually (now part of annual goals).
5/3/2011
This is extremely beneficial, especially as the ITNS and ITCSS program are similar. This allows frontline staff a better understanding, as well as keeping them informed of changes in the program. This spring, the instructors organized a “lunch with the geeks” which is a fun way to approach this goal. Completed for year.
11/20/11
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5/21/12
Done in the fall, and not repeated in the spring, although I have suggested that perhaps they consider communication with the other campuses to promote the CSS program on those campuses. Staff there are perhaps not even aware of the program.
Defined Outcome:
Evaluate Courses - Improve graduate satisfaction
by 50%
Perkins? Responsibility Timeline Resources
Action Plan:
Collaborate with dean to determine which classes to evaluate and when to hold student forums.
Evaluate at least two courses in each semester. Conduct focus groups with classes.
Use results to find and fix problems before graduation.
Nancy Cerritos Russ Rich
Fall 2010- Spring 2012
WTCS QRP Indicator Name & Number: (for those determined through the QRP
Scorecard Analysis and listed on probable action selection)
S400 Graduate Satisfaction
Update: (A mid-year and year-end update will be required each year during implementation.)
11/30/10
Two courses will be evaluated, but we have not conducted a focus group. 5/3/11
No real results were apparent through the evaluation process. Done. 11/20/11
Not feeling that the existing evaluation of instruction results is helpful in determining either graduate results or retention statistics. Instructors have created a survey to be administered through our research department. We should have results to analyze at the end of year report.
5/21/11
The survey was completed and sent to all IT students at all campuses. It was actually more intended for ITNS students but there was valuable information for ITCSS students as well, mostly in learning that it is generally problems other than academics that cause students to not complete the first semester and that students come here because of our good reputation as as school and more specifically as a good school for IT.
Defined Outcome:
Two program outcomes assessed
Perkins? Responsibility Timeline Resources
Action Plan:
Assess two program outcomes: -Study program outcomes.
-Garner Advisory Committee validation for program outcomes. -Choose two for assessment.
-Determine where and how to assess. -Evaluate results. Russ Rich Nancy Cerritos Advisory Committee Assessment team personnel Fall 2010-Spring 2011
WTCS QRP Indicator Name & Number: (for those determined through the QRP
Scorecard Analysis and listed on probable action selection)
Update: (A mid-year and year-end update will be required each year during implementation.)
11/30/10
We have validated the program outcomes with the Advisory Committee and will assess two of them this spring semester. 5/3/11
We did not have a quorum at the fall Advisory Committee. The spring Advisory Committee found issues with the outcomes. We are not prepared to assess two of them, so will try for one; however, it has multiple verbs.
No – the outcomes have defeated yet another program. We should be in a position to assess two of them next spring – not now. 11/20/11
The outcomes have been validated. Plans are in place to assess one of them for spring. 5/21/12
We assessed the same outcomes as last spring. They have not substantially changed but the assessments were tweaked slightly. CSS is in phase one of TSA planning so this should prove easier next year.
Defined Outcome:
All courses not in modification will be updated
Perkins? Responsibility Timeline Resources
Action Plan: Update curriculum:
-Update all courses not involved in the modification (those clearly have been updated).
-Work with Instructional designer to align with course Development Checklist. -Place in WIDS Gold.
Russ Rich Instructional Designer Fall 2010-Spring 2011 None necessary- courses needing major revision have already been granted Curriuclm development dollars (trhough the modification process)
WTCS QRP Indicator Name & Number: (for those determined through the QRP
Scorecard Analysis and listed on probable action selection)
Update: (A mid-year and year-end update will be required each year during implementation.)
11/30/10
Have not yet met with instructional designer, but a majority of the courses are updated, either from the program modification or because they are shared with ITNS.
5/3/11
Still in process. The courses shared with ITNS are in process of being completed. Assigned to different instructors: were completed, or are on a plan for updating. Russ created three new classes this year for a program modification and they are in good shape. Two new ones will be created for a new modification. The remaining ones are on a plan to be updated, with Russ and other IT instructors updating them. Need to adjust original target to work through next spring. It makes sense to create a plan to update curriculum rather than attempt to update all of it in one year. This way, curriculum is constantly being updated. Need time to work with Instructional designer.
11/20/11
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start, we added “or” classes to the curriculum, using courses from the ITWEB program, the idea being to make the program more accessible to other campuses and make it at least a partially online program.
Defined Outcome:
Courses are aligned with program and collegewide
outcomes
Perkins? Responsibility Timeline Resources
Action Plan:
Align course competencies with program and collegewide outcomes:
-Create matrix of approved program outcomes and collegewide outcomes, along with program courses.
-Complete WIDS Analyzer.
Russ Rich Instructional Designer (Andrea Schullo) Fall 2010-Spring 2011 None
WTCS QRP Indicator Name & Number: (for those determined through the QRP
Scorecard Analysis and listed on probable action selection)
Update: (A mid-year and year-end update will be required each year during implementation.)
11/30/10
This task will be accomplished in the spring of this year. 5/3/11
Not completed yet. This has become more complex with the outcomes not validated by the committee (no quorum in the fall - need to work on them for next fall is the verdict of the spring meeting). It seems pointless to complete for the old outcomes. Date needs to be changed to next spring. 11/20/11
We should be able to complete this task next spring. 5/21/12
We did not complete this task. Program outcomes are once again in a state of flux due to the TSA process. Also, the primary instructor was retiring and it was difficult to engage him in extra activities; his focus has moved elsewhere.
Defined Outcome:
Communication Collegewide outcome is assessed
Perkins? Responsibility Timeline Resources
Action Plan:
Collegewide outcome assessment:
-Review communication rubrics, oral and written.
-Identify embedded assignments to assess communication outcomes. -Assess, send artifacts to assessment team( we were part of the pilot for our association with ITNS).
-Review math rubrics.
-Choose embedded assignment to assess. -Assess, send artifacts to assessment team.
Russ Rich Nancy Cerritos Assessment team
Fall 2010- Spring 2011
WTCS QRP Indicator Name & Number: (for those determined through the QRP
Scorecard Analysis and listed on probable action selection)
Update: (A mid-year and year-end update will be required each year during implementation.)
11/30/10
Communication outcomes have been embedded in a fourth semester course. The math rubric has been abandoned by the assessment committee. Will repeat the communication outcome assessment this spring and in the future as well.
5/3/11
Completed. Yes, still on target. 11/20/11
Still on target. Math was not used this year, but CSS will be assessing both the Communication Outcome and the Critical Thinking Outcome. 5/21/12
