Component 3 Students and Customers
Indicator 3.2 Engagement (Customer Engagement)
MHESI IQA (Items 1-8) assessment is indicated in the table below
| 1 mark | 2 marks | 3 marks | 4 marks | 5 marks |
| 1 item | 2 items | 3-4 items | 5-6 items | 7-8 items |
According to EdPEx standard, the total score to assess items 1-6 is 45 marks, the factors used to evaluate the process are ADLI.
Performance
1. Student and Other Customer Relationships and Support (Relationship Management). How does the faculty build and manage student and other customer relationships?
The Faculty analyzes each groups of customers to create the effective ways to build and manage the relationship with the customers.
|
Customers |
Objectives |
Relationship-building Procedures |
|
Education Management |
||
|
Current students |
1. Create a positive attitude towards programs and Faculty 2. Transfer knowledge and be a professional training center |
1. Relationship-building activities (orientations / extra-activities) 2. Projects (1 time/semester) |
|
Prospective students |
To encourage them to be interested in and desire to study the programs of the Faculty |
1. Creating PowerPoint to introduce the Faculty and BE and CA programs to school students in different regions via the College’s marketing team. 2. Publicizing received rewards, achievements, and academic success on the faculty fan page and website |
|
Graduates |
1. to encourage a sense of belonging 2. to disseminate authentic work experiences, and working guideline |
1. Homecoming event 2. Being guests in fourth-year orientation 3. Graduate network (HS 43) |
|
Graduate Users |
1. To initiate/maintain the relationship 2. To request help/expertise |
1. Visiting an organization/company 2. Contacting through graduates |
|
Academic Service / Community Service |
||
|
Schools receive academic service |
1. To serve their needs as requested (specific) 2. To provide knowledge helping to improve their students |
1. Organizing activities 2. Evaluating satisfaction |
|
Communities receive service |
1. To familiarize with the communities 2. To inform the benefits they will get |
1. Organizing activities 2. Disseminating the outputs via social media |
หลักฐาน
3.2.1.1 นศ ปัจจุบัน HS 03/04/05/06/07/08/15/17/18/20/22/32/35/36/37
3.2.1.2 บัณฑิต HS 14/43/ Line group
3.2.1.3 บริการวิชาการ/ชุมชน HS 26/27/28/29/30/31
2. Student and Other Customer Relationships and Support (Student and Other Customer Access and Support). How does the faculty enable students and other Customers to seek information and support?
After the relationship management analysis is done, the Dean, Program Heads, and the academic-service committee consider the way enables the customers to access the Faculty’s information, and receive support from the Faculty.
|
Customers |
Communication Channel |
Support |
|
|
Education Management |
Current Students |
– Faculty and College website /Faculty’s Facebook page/Line / faculty phone /advisor / Student Handbook / bulletin board |
– Scholarships / learning facilities / extra-curricular activities / consultation / official documents /code of conduct for students |
|
Prospective Students |
– Faculty and College website / Faculty’s Facebook page/Line / faculty phone / publicizing the BE and CA programs and Faculty via the marketing process |
– Scholarships / learning facilities / extra-curricular activities / consultation / official documents / code of conduct for students / living-a-campus-life advice |
|
|
Graduates |
Faculty and College website / Faculty’s Facebook page/Line / faculty phone |
– Updated curriculum information / Career Guideline |
|
|
Graduate Users |
– Faculty and College website /Faculty’s Facebook page/Line / faculty phone /internship observer |
– – Updated curriculum information |
|
|
Research |
Faculty members |
– Research committee / MIS / College research mentoring system |
Research database, research consultation / research and publication funding / Recognition letter for research endeavor success |
|
Academic and Community Service |
– Research collaborators – Schools/communities |
Faculty and College website / Faculty’s Facebook page/Line / faculty phone / field visit / Research – responsible faculty members |
News of academic service activities / local personnel development training / consulting of project implementation |
หลักฐาน
3.2.2.2 นศ. ในอนาคต PowerPoint ประชาสัมพันธ์หลักสูตร
3.2.2.3 ศิษย์เก่า HS 14/ 43/ Line group
3.2.2.5 Academic Service/Community Service: HS 26/27/28/29/30/31
3. Student and Other Customer Relationships and Support (Complaint Management). How does the faculty manage student and other customer complaints?
As stated precisely in both curriculum manuals, the Faculty has a process to deal with complaints until the complaints are successfully settled.
|
Complainer |
Complaint Recipient |
Channel for Complaint |
Complaint Resolution |
Complaint Result Report |
|
Current students |
Advisors |
– Meet in person/ file complaints via Line |
– Advisors meet with Program Heads/ Associate Dean/Dean |
– Advisors inform students of complaint resolution result |
|
Graduates |
Associate Dean |
– Meet in person/ file complaints via Line or telephone |
– Associate Dean meets with Dean |
– Associate Dean informs students of complaint resolution results |
|
Faculty members |
Associate Dean / Dean |
– Meet in person/ file complaints via Line or telephone |
– Faculty members filing complaints meet with and discuss the complaints with Associate Dean and Dean |
Associate Dean/Dean informs complaint resolution results |
|
Graduate Users |
Program Heads / Associate Dean |
– File complaints via Line/telephone |
– Associate Dean meets with Dean |
– Associate Dean informs complaint resolution results |
หลักฐาน
3.2.3.1 การรับข้อรร้องเรียน
3.2.3.2 Line ติดต่อระหว่างนศ. กับอาจารย์
4. Determination of Student and Other Customer Satisfaction and Engagement (Satisfaction, Dissatisfaction and engagement). How does the faculty determine student and other Customer satisfaction, dissatisfaction, and engagement?
The Faculty relies on different sets of questionnaires using a Likert scale of 5 to assess (dis)satisfaction levels. For customer engagement, there is no specific questionnaire to assess this issue; hence, the Faculty analyzes the engagement indirectly from the existing questionnaire, project/activity participation, and interview.
|
Customers |
(Dis)Satisfaction |
Engagement |
||
|
Assessment Tool |
Responsible Person |
Assessment Tool |
Responsible Person |
|
|
Education Management |
||||
|
Current students |
– Instructional assessment questionnaire – Project assessment questionnaire |
– Program Heads – Project-responsible persons |
– Participation in projects/activities – Q/A for suggestions |
– Project-responsible persons – Advisors / Program Heads |
|
Graduates |
– Employment survey questionnaire – Curriculum improvement questionnaire |
– Associate Dean – Dean |
– Being guests to meet with current students – Join the Alumni Line Group |
– Dean – Secretary – Alumni-Line-group-responsible person |
|
Graduate Users |
– Internship-assessment questionnaire – Interview |
– Associate Dean |
– Q/A for suggests – High questionnaire rate |
– Associate Dean – Secretary |
|
Academic/Community Service |
||||
|
Schools/ community receiving services |
– Questionnaire assessing service quality – Q/A for suggestions |
– Academic- Service responsible person -Community- Service responsible person |
– Continuous participation in an academic service project – Providing facility and feedback |
|
หลักฐาน
3.2.4.1 ผลการประเมินหลักสูตร
3.2.4.2 ผลการประเมินโครงการที่นศมีส่วนร่วมของนศ
3.2.4.3 การติดตามผลบัณฑิต
3.2.4.4 ผล internship
5. Determination of Student and Other Customer Satisfaction and Engagement (Satisfaction Relative to Other Organizations). How does the faculty obtain information on students’ and other Customers’ satisfaction with your organization relative to other organizations?
The Faculty has done the ‘Quality Criteria’ regarding the methods to search for (dis)satisfaction and engagement as mentioned earlier. However, the ‘Quality Criteria’ of Satisfaction Relative to Other Organizations has not been exactly done. Thus, in order to improve the work process more competently in the future, the Faculty plans to obtain information from the Faculty of Education of St. Theresa International College, or from other Faculties in Social Sciences sharing similar contexts.
6. Use of voice-of-the-Customer and Market Data. How does the faculty use voice-of-the-customer and market data and information?
The Faculty determines the guidelines to exploit customers’ opinions/suggestions and market data as the sources for operational improvement.
|
Customers |
Guidelines for Using Customers’ Opinions/Suggestions, Market Data |
Information Users |
|
Education Management |
||
|
Current students |
1. Analyze and summarize data used for teaching improvement 2. Exploit obtained data for curriculum improvement |
– Dean – Program Heads |
|
Graduates |
– Use the data to assess faculty performance for improvement for design for the following year – Use the data for curriculum improvement |
– Dean – Program Heads |
|
Graduate Users |
– Assessment results are analyzed to find guidelines for curriculum development to meet the demands of the workforce market. |
– Dean – Program Heads |
|
Research |
||
|
Faculty members |
1. To improve the research support mechanism 2. To encourage more research work |
– Research Committee |
|
Academic and Community Service |
||
|
Schools/communities receive the service |
1. Analyze problems and needs of schools/ communities receiving services as sources for project improvement 2. Analyze the results for a new plan/activity for the next year |
– Academic-Service Committee |
หลักฐาน
3.2.6.1 ผลการประเมิน จากแบบสอบถามของ นศ.
3.2.6.2 กิจกรรมศิษย์เก่าพบนศ.
3.2.6.3 ข้อแนะนำ ผลการประเมินบัณฑิต ของผู้มีส่วนได้ส่วนเสีย
3.2.3.4 Research publication/research fund
3.2.3.5 ผลการประเมินการบริการวิชาการ /บริการชุมชน
7. Supervising the assessment of learning outcomes and student development.
By the end of the academic year, the Faculty requests all-year students in both programs to 1) evaluate themselves regarding ‘5 TQF outcomes‘, ‘5 learning outcomes’, ‘three learner outcomes’, ‘21st Century skills’, ‘English application competence’, ‘moral and ethic outcomes’, and 2) evaluate the curricula and teaching.
The Faculty analyze and adopt the evaluation results as sources for pedagogical improvement as evidenced by the increasing evaluation rate year after year (2019 – 2021)
หลักฐาน
3.2.7.1 ผลการประเมินตนเองและหลักสูตรของ นศ.
3.2.7.2 ผลการประเมิน IQA ทั้งสองหลักสูตรย้อนหลัง 3 ปี
8. Providing counseling services and taking care of students to succeed in their studies.
The Faculty appoints advisors each of whom is responsible for specified–year students. Their duty covers the following:
- Meeting with their advisees for 2 hours on a weekly basis
- Providing advice on academic and personal issues
- Following up on their advisees’ study results
- Arranging a personal meeting with some advisees requiring personal talk
- Arranging students requiring special advice to meet with the Associate Dean or Dean
- Writing a summary report
หลักฐาน
3.2.8.1 คำสั่งแต่งตั้งและตารางเวลาอาจารย์ที่ปรึกษา
3.2.8.2 รายงานสรุปของาจารย์ที่ปรึกษา
Self-Assessment
|
Goal |
Performance Qualitative indicators (indicated items) |
Self-Assessment |
||
|
5 items |
IQA (1-8) |
1,2,3,4,5,6,7,8 |
8 items |
5 marks |
|
EdPEx (1-6) |
1,2,3,4,5,6,7 |
Percentage 10 |
4.5 marks |
|
Evidence
Self-Assessment
| Self-Assessment | IQA | EdPEx |
| Indicator 3.1 | 5 | 4 |
| Indicator 3.2 | 5 | 4.5 |
| Overall Average Score(IQA)/ Overall Score (EdPEx) | 5 | 8.5 |