Student Center
Administrative or Educational Support Unit
September 2003 to August 2004
Assessment Period Covered
July 15, 2004
Date Submitted
Expanded Statement of Institutional Purpose Linkage:
Institutional Mission/Goal(s) Reference:
Texas A&M International University, a Member of the Texas A&M University
System, is committed to the preparation of students for leadership roles in
their chosen profession and in an increasingly complex, culturally diverse state,
national, and global society… Through instruction, faculty and student research,
and public service, Texas A&M International University is a strategic point
of delivery for well-defined programs and services that improve the quality
of life for citizens of the border region, the State of Texas, and national
and international communities.
Administrative or Educational Support Unit Mission Statement:
The Texas A&M International University Student Center is dedicated to
supporting the mission of the University by providing event services, general
University information, leisure activities, and accessibility to the Student
Center, in an effort to improve the quality of life for students, faculty, staff,
and the citizens of the border region.
Intended Administrative Objectives:
1. The Student Center will use the meeting facilities effectively to support the programs, events, meetings, and conferences of the students, faculty, and staff of Texas A&M International University.
2. The Student Center will serve as the visitor center for the University and develop a professional image by providing accurate information, excellent customer service, and a safe environment for Student Center patrons.
3. The Student Center will assist the University in recruiting and retaining students by providing a facility that is accessible, promotes social interactions, and is inviting for the University community.
Student Center
Administrative or Educational Support Unit
September 2003 to August 2004
Assessment Period Covered
July 15, 2004
Date Submitted
1. The Student Center will use the meeting facilities effectively to support
the programs, events, meetings, and conferences of the students, faculty, and
staff of Texas A&M International University.
First Means of Assessment for Objective Identified Above:
1a. Means of Unit Assessment & Criteria for Success:
Data collected through the scheduling software will determine the facility
usage by internal and external groups. Internal groups will compose of no less
than 80% of the meeting facility usage.
1a. Summary of Assessment Data Collected:
During the assessment period, 7668 reservations were scheduled. The number
of external reservations was not determined due to incomplete reservation information
in the category field. When number of hours used was utilized to assess, it
was determined 98.87% was internal and only 1.13% was from external use.
1a. Use of Results to Improve Unit Services:
Training to complete reservations accurately has been conducted. Additionally,
we are conducting further research to determine why external groups make up
such a small percentage of facility users and focusing on promoting awareness
within the local community of our meeting facilities.
Second Means of Assessment for Objective Identified Above:
1b. Means of Unit Assessment & Criteria for Success:
Respondents will indicate on an Event Services Survey and average
score of 4 or better (on a scale of 1 to 5 with 1 being “poor” and 5 being “excellent”)
for services provided by the Event Services department.
1b. Summary of Assessment Data Collected:
Based on the survey results, an overall average score of 4.5 was received.
1b. Use of Results to Improve Unit Service:
The Student Center continues to develop ways to better communicate with
customers and make information more accessible. The Student Center also trains
the staff about customer service skills through training videos, case scenarios,
and management leadership.
Student Center
Administrative or Educational Support Unit
September 2003 to August 2004
Assessment Period Covered
July 15, 2004
Date Submitted
2. The Student Center will serve as the visitor center for the University
and develop a professional image by providing accurate information, excellent
customer service, and a safe environment for Student Center patrons.
First Means of Assessment for Objective Identified Above:
2a. Means of Unit Assessment & Criteria for Success:
Respondents will indicate on the Information Desk Survey that they
received accurate information from Student Center employees 80% of the time
or greater.
2a. Summary of Assessment Data Collected:
Of the surveys collected, 92.6% of the respondents reported that the information
they received was accurate.
2a. Use of Results to Improve Unit Services:
The following procedures have been implemented: Train the Student
Center employees to provide general University information to guests by equipping
them with accurate and accessible University information via internet resources,
printed information, and department contact names; ensure information desk is
staffed at all times; and open the Student Center office for people to get directions
from full time staff when student employees are not at the information desk.
Second Means of Assessment for Objective Identified Above:
2b. Means of Unit Assessment & Criteria for Success
Student Center incident reports will be collected to determine problems
that occur in the Student Center. There will be no more than two incident reports
per month that contain a safety concern for Student Center patrons.
2b. Summary of Assessment Data Collected:
During the designated assessment period, four Student Center incident reports
were collected. Only two of those incidents involved a safety issue; none of
which were reported to the University Police. Two incidents were due to student
misconduct.
2b. Use of Results to Improve Unit Service:
The following procedures have been implemented: Conduct semi-annual safety training with all of the employees to ensure that proper procedures are followed when a safety concern arises; continue to work and communicate with the University Police department and the Physical Plant departments by reporting all safety concerns and problems to the appropriate department; schedule a crisis management class for student employees and require Student Managers to attend; all employees will be required to carry a two-way radio with them while on duty to ensure they can contact our department or the University Police at all times; student employees are trained on how to deal with irate or difficult customers.
Student Center
Administrative or Educational Support Unit
September 2003 to August 2004
Assessment Period Covered
July 15, 2004
Date Submitted
3. The Student Center will assist the University in recruiting and
retaining students by providing a facility that is accessible, promotes social
interactions, and is inviting for the University community.
First Means of Assessment for Objective Identified Above:
3a. Means of Unit Assessment & Criteria for Success:
Game room participation records will be used to determine how many
students are using the game room facility. At least 10% of the students enrolled
will have used the game room facility one or more times.
3a. Summary of Assessment Data Collected:
During the assessment period, 7,387 students used the game room equipment
with an average of 29 students using the game room daily. The total student
population was 4068 students during the assessment period.
3a. Use of Results to Improve Unit Services:
An advertising campaign was started on campus to increase awareness about
the game room and the services provided.