Online Teaching and Feedback Mechanism

The assignment content discusses the implementation of a new education policy at Shabby College, which aims to improve student satisfaction and service delivery. The key strategies include e-learning, feedback mechanisms, socialization, and monitoring team performance. The staff members will receive training on how to befriend students and provide support, while the students will participate in rating their teachers' performance. The college will also develop and procure resources, including a trainer for assessment and e-education. To manage records, reports, and recommendations, an electronic filing system will be implemented, with unique ID and password required for access.

Shabby College Simulation Work
Task-1.1
5 features of product and services
1. Shabby college provides diploma in business to students which is of 1 year course having 2
days a week of 14 hours classes.
2. Students don’t need any certificate-IV or any such things to do this course.
3. This a full time classroom course, no online platforms.
4. Students can take materials from the two computers available for them.
5. There is no rules and regulations need to be employed or have any accessibility to a
workplace.
Key concerns raised by students-
 Staffs are not supportive. They don’t clear doubts and issues of students most of the times.
 Study materials are not enough for preparing for exam.
 Sanitary system is too poor.
 No socialization between students and staff members exist.
 Payment of fees and other things are not organized.
Concerns raised by focused group with customers- Poor and unsupportive management
system, unhygienic environment, shortage of staff, lack of their availability and biasness in
evaluation of students’ tasks.
Task-1.4 – Customer Service Plan
Objective- To provide maximum satisfaction to all students enrolled for the course without
having a single complaint against our service.
5 strategies-
 Revise the study curriculum as prescribed by National Strategy for International
Education 2025.

 Bring E-education into study system to optimise the education service delivery and
quality of service.
 Conduct Teacher’s KSA test to identify the competency level so that what’s the short-
coming can be identified and training can be provided accordingly. After this, call
external faculties from any reputed organization to help teaching staffs how to carry out
their work.
 Recruit some surplus teachers on contractual basis to deal with excess capacity.
 Start construction works for building extension to give comfort for the students and
teachers to have informal relationship.
 Fulfil material requirements as soon as possible.
Timeline- sequence wise
Revision of curriculum and policy of management- 15 days
Teacher’s training and new recruitment- 2 ½ month
Bringing computers and projectors- 20 days
Launching online classroom program and set up for it- 1.5 months
Task 2.2 – Customer Service Policy and Procedures
Quality assurance- To ensure quality in service delivery, the following 5 things needed to be
done-
Auditing of the courses that are provided to know its relevance in today’s date. Teacher
assessment will be done to keep them up to date. Study materials will be arranged in proper
manner so that it will fulfil all the requirements. Availability of material will be checked at
regular interval and finally, how student are getting matters will be identified.
Accurate Information- Advance software and cloud network are going to be implemented to
bring accuracy in data feeding and service delivery.
Third party involvement- Each students will be given unique ID and password to access the
information and keep their records like their study reports, personal data etc. The college

support staff can access to this cloud only. If any trainer needs it, they will have to give special
request and login credentials to access the document.
Consumer complaints- it will be a 6 way approach-
 Identify queries and issues from students by noting it down.
 Ask question- more info. about problem.
 Without any delay, investigate matter
 Accept mistake and apology for it.
 Identify solutions to deal with matters.
 Start solving problem with feedback mechanism.
Task 2.3- Implementation of Staff Support Strategy
Here are the 5 effective actions that can be taken by management and staff to improve
customer service delivery-
1) Train your staff to identify need- If staff gets to know about what the students are expecting
then only he can meet desired service. The training involves study of consumer behaviour
and basic about service so that they will able to understand what students expect from
them. Basically, if teachers are able to identify the latent need it will help them to solve
their issues and queries. Conclusion- Need identification helps in managing the courses
offered.
2) Keep database- A cloud system will be operated in college where teachers will receive any
doubts, queries and even materials necessary for exam so that students won’t feel shortage
of material. It will help them to set before going to class that what is to be done today?
Conclusion- Cloud network database will provide required information as and when it is
needed without any trouble.
3) E-education training- Apart from classroom teaching, now onwards teachers will teach in
online platform. Training will be given to them that how they can use e-education when it is
not possible to conduct classroom teaching and also for extra classes and as support
material. Conclusion- Online teaching can be done anywhere and it can be accessed by the
student at any time they need which will reduce the teaching burden.

4) Feedback mechanism- Each staff will carry feedback sheets which they will distribute to
students to rate their work performance and to suggest improvement. Now onwards as the
staffs will be given unique ID and password, they will receive the doubts and issues in their
portal and within 2 hours they are needed to take actions. Conclusion- having feedback
mechanism brings efficiency and effectives in service delivery.
5) Socialization- From now onwards, staffs and students will establish informal relationship to
understand each other better. The staff members will be given training regarding how to be
friend of students (Psychology of student) so that the students will open up well to address
their issues. Conclusion- Better communication and coordination between staff and student
is possible.
Task-2.4. Monitor Team Performance
Performance during session was carried out in 5 categories and ratings were done accordingly.
The categories were as follows-
 Subject Matter Knowledge
 Ability to make subject matter interesting
 Socialization
 Support to student
 Daily performance in class
Likert scale was used to rate performance where 1 is the lowest and 5 is the highest score.
Trainer performance- Considering the month of March, Trainer performance in knowledge of
subject matter seemed to be consistent throughout the month. It began with 4 rating and also
ended with the same score. To make subject matter interesting, initially they scored 3 but after
training over 25 days, they got 4 score on last day of training in March. It means they are
learning how to make teaching interesting? In matter of socialization and supporting students,
they scored 4 out of 5 which means they were able to understand these two importance in
education. Overall, score came around 17-18 out of 25 which is a decent score.

Support Staff Performance- They showed improvement regarding understanding the
requirements of students. They also did good job in supporting students in their issues and
queries. Earlier they were not at all indulged in socialization process but training helped them
to understand the importance of it and they scored 4/5 till March end. Overall, growth in
performance is reflecting.
Attendance- At initial stage, as the students were not happy with the existing system, therefore
a low attendance reflected in February. Especially, for the group-1, attendance was very low.
They joined program with a motivation of change would happen but towards end of March
attendance came very low. It may be due to the fact that performance were not as per the
expectation. Group-2 from the beginning seemed to be lack of interest in such programs.
Task-3.1 Customer Feedback and Monitoring progress
For staff performance-
Teachers- collection of feedback from students and teacher himself and later comparison will
be done.
 How many students have rated your knowledge in subject matter adequate?
 How many students found your teaching style interesting?
 How often have you used study material for teaching?
 How many hours have you spent for teaching?
 What was your attendance?
Support staff-
How many students got help in this month and how many are still waiting for it?
How many issues and conflicts have you resolved and how many are still pending?
How many students find you available for support?
What is you attendance?
Task-3.2 – Use strategies to monitor progress in achieving target (April)

Attendance- In the month of April, more attendance were noticed as compared to month of
February and March.
Objective- To improve the student expectation service delivery to at least 90% mark as per the
rating scale adopted.
Previous issues status- As per the students’ feedback reported, issues of small facilities, hygiene
and slow progress in socialization are coming as major issues till date. Though improvement
seemed in availability of materials and other learning resources. Even students favoured the
new education structure reasonable from cost point. It is good to see that administrative
officers are now becoming responsive whereas trainers seemed to be ignorant or indifferent to
give responses. Overall 20-30% the organization is behind the target they set.
Impact on recent strategy- The recent strategy brought a good result overall as the
performance in major categories are reaching 70-75% mark by the end of April. Support staff
performance has shown a tremendous increase than any other personnel thus the training to
support staff got successful. It is also good to see that involvement of administration has
increased a lot after training and new implementation. The success is still behind as the core of
the college i.e. trainers and facilities are still not enough to give good service for the students.
Facilities, trainers’ involvement, hygiene etc. are still lower to 70% i.e. well short of target 90%.
If we consider figures comparison to previous 2 months then we can say that in April month
some improvement showed in areas like socialization of support staff, support in studies and
payment process.
Further strategy-
 Need to involvement administrative staff more regarding implementation of new education
policy.
 Both teacher and students need to force the management to bring more study materials
and facilities so that the students can study better. They can approach government and
other NGOs to ask for aid in this matter.

 The training program should be extended for one more month to bring everything on track
and reach the desired benchmark.
Task 3.3- Develop and Procure Resources
Shabby college is still far behind the benchmark it has set to give the student service delivery.
Till April, only training and suggestions haven’t worked much or not followed to the extent it
should be followed. At present the resources which are needed must are- Trainer to do
assessment and e-education.
Rationale behind resources-
Trainer to do assessment- They are the significant part in education service delivery. College’s
success is directly dependent on how the faculties are with their services. Their calibre and
efficiency matters a lot. A trainer is needed for the teaching staffs because they are not
competent enough to deal with student’s requirement. The external trainer will at first evaluate
the subjective then their interpersonal communication and service delivery approach apart
from the students’ feedback so that accurate result can be found. He/she will also engage in
recruitment of right personnel for college. An education system is needed to support the
training and support staffs to simplify their work and address the study related issues as quickly
as possible.
Trainer hiring process-
Administration will contact various training institutes to find a suitable trainer who will
teach the faculties and also will help in recruiting teaching staff.
The administrative department will conduct the interview of trainers and the training will
be independently i.e. by academic administrators only.
No other person will interfere in training process of external trainer.
The college authority will provide all materials and resources to him.
For e-education

 A detail market analysis will be conducted to find which hardware and software
components will suit to the existing level of study.
 Then vendor selection will be done to bring the required material under the bargained
price.
 Before finalising the deal a pilot testing will be done to see whether it will work for the
college or not. This will be carried while training is given.
 Once the hardware and software is selected then the costing department will calculate the
operational cost of it so that a competitive pricing can be set for the students to use it.
Task 3.4. –Manage records, reports and recommendations
Shabby college will follow electronic filing system to manage records, reports and also to keep
feedbacks and recommendation from students and staffs.
Structure- The structure of e-filing system will follow chronological order. Each such file will be
coded with numbers and alphabets to have unique identity. Main folder will be named using
alphabets in a certain pattern and files are numbered using folder name as prefix. All files and
folders will be stored in cloud network provided by Microsoft.
Accessibility- Only student, staff members, support staff and administrators will have access to
the cloud network but they need to have unique ID and password with authentic permission
request to get required data. If the account remains idle for 20 seconds, it will log out itself.
Back Up- For every file and folder a backup will be automatically created in OS which Microsoft
software will carry out. If you want to delete something, it will be deleted from personal file
only not from common drive. It is the IT expert after verification will delete it.
Here’s the image of the system-