About Saint Mary's

Introduction

The Division of Continuing Education helps adult learners achieve their learning goals. They arrange educational offerings that include university courses, executive and professional development courses and general interest lectures and events. They offer guidance on how to  choose among credit and non-credit courses; programs offered in the evening, off-campus and through the web; programs to help prepare you for undergraduate study and for the GMAT test.

More than 20,000 professionals have taken courses from our Executive and Professional Development program.  

This is how the Division measures Service Excellence:

Reliability

 

a) House Activities

  1. Accurate information
  2. Consistent
  3. Timely action
  4. Knowing roles of everyone
  5. Consistent information, delivery, and content for all programs all delivered.
  6. Timely and appropriate response to student and class needs.

b) EPD Activities

  1. Course Description vs. Classroom
  2. Running courses as scheduled
  3. Will it run – if offered
  4. Instructor – Quality
  5. Like set-up/food
  6. Expect Standard
  7. Content current/applicable
  8. Quality of videos (if they are up to date)
  9. Respond in a timely manner
  10. Address student needs
  11. Consistent information, delivery, and content for all programs all delivered.
  12. Timely and appropriate response to student and class needs.

Assurance

 

a) House Activities

  1. Online – take them through steps and all questions are ok
  2. knowledgeable about program regulations and programs offered
  3. Understand what we are doing therefore instills confidence
  4. Follow-up
  5. Policies and processes communicated to students and instructors

b) EPD Activities

  1. Credit Card information is kept confidential
  2. Right course
  3. Correct info and are put in correct program
  4. Emergency -> Home Instructor
  5. Instructors material respected and protected
  6. Info provided is correct
  7. Create additional policies
  8. Secure info

Empathy

a) House Activities

  1. A good listener to the students’ needs and advice
  2. Not always ‘yes’
  3. Be honest
  4. Different age groups have different expectations (i.e., entitlement)
  5. Be patient
  6. Responding to the specific needs of the student
  7. Continuing contact throughout the entire learning process

b) EPD Activities

  1. Personalized Attention
  2. Having someone present and dealing with special needs
  3. Helping with transportation
  4. Thank-you email
  5. Congratulation cards
  6. Calling back in timely fashion
  7. Flexible due to personal issues
  8. Reminders of start date
  9. Meal/allergies – issues
  10. Personalize email
  11. Responding to the specific needs of the student
  12. Continuing contact throughout the entire learning process

Responsiveness

a) House Activities

  1. Turnaround time
  2. Keep policies consistent with the rest of the university (i.e., getting marks returned)
  3. Cancellation
  4. Proper communication
  5. Storm cancellations
  6. Inform by or before timelines set out
  7. Decisions are consistent with dept and university policies

b) EPD Activities

  1. Inform if cancelled, tell of next date
  2. Expectation to hear in a timely manner
  3. Inform by or before timelines set out
  4. Decisions are consistent with dept and university policies

Tangibles

a) House Activities

  1. Appropriate dress – for client groups
  2. Clean offices and washroom
  3. Attention to all aspects of the learning environment

b) EPD Activities

  1. Facility is upgraded
  2. Training area looks good
  3. Roof leaks
  4. Students keep area clean
  5. Attention to all aspects of the learning environment

Senior Manager(s)/Department

  • Gorden Michael