Bookstore Department: Administrative and Student Support Program Review
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Administrative and Student Support
Program Review
2010-2011
Department:
Bookstore
Prepared by: Audrey Hulen
Approved by: Marilyn Hamm
Date Submitted: November, 2011FGC Bookstore Program Review Report
Section 1- Profile
Purpose: defines what the program is supposed to accomplish on a daily basis. The
purpose is related to the Institutional mission, guides the department, and forms the
basis for goals and objectives
The mission of the FGC College Bookstore is to serve and support in a financially
responsible manner, the educational experience at Florida Gateway College, by providing
all course materials and related resources necessary for the students, faculty and staff.
Revenue funds generated from the college bookstore support and benefit the college in
that it helps to provide scholarships for college employees and retirees and also used for
promotional and public relations of the college. Additionally, the college bookstore helps
to promote the college name and image beyond the confines of the college campus by
providing a wide variety of high quality college insignia merchandise for all interested
college bookstore customers including college alumni and the local community.
Vision
As the college enrollment increases and new programs are added, I envision our
bookstore growing and improving in products and services to serve the students and the
mission of the college.
Page | 1FGC Bookstore Program Review Report
Department Goals and Related College Strategic Plan Goal (SPG):
Goals are broad, general statements that define the program’s direction for continuous
improvement. Goals are the framework for the more specific objectives. (Objectives will
be identified in later in the Planning Section of this report.
Goal Type Goal SPG
#
Customer Service Provide excellent customer service continuously and
consistently as well as to promote a friendly, inviting
marketplace on campus.
Continue to automate bookstore functions to better serve
our students.
Review/Update Continue to work with our IT department, Financial Aid
Assessment office and Business Services to improve the automation
Process process involving book slips, department charges and
Dual Enrollment book charges.
Our goal is to avoid long lines of students waiting on the
first day book slips become available by Financial Aid
and to automate the process of interdepartmental and
dual enrollment book charges.
Community Continue to improve the variety of college insignia
Services products we sell to better promote the college name and
image in the community. Work on ways to bring the
community into the bookstore.
Page | 2FGC Bookstore Program Review Report
Section 2 - Description
What are the key functions and services the department provides?
The Bookstore functions as an auxiliary service of the college to provide a convenient
resource on campus for students to purchase textbooks, educational supplies,
insignia products and other products consistent with a college owned bookstore.
Who are the key users of the department services? How does the department
support student learning? (can be directly or indirectly)
Students, faculty and staff are the key users of the college bookstore’s products and
services. The bookstore supports student learning by making available the textbooks
and educational tools required for the students learning and educational process and
their success.
What other departments and academic programs on campus does the department
interact with regularly? Explain the nature of those interactions.
The bookstore is open to everyone on campus so we are able to serve and interact
with all of the college departments on a regular basis.
Many college departments use the bookstore as a resource to purchase their office
supplies and educational supplies at a discount.
The bookstore works directly with Student Services because our main purpose is to
provide a service to our students.
The bookstore works directly with college faculty in the textbook adoption process to
be able to provide the students with the correct textbooks and tools required for their
classes.
The bookstore works directly with the Financial Aid office to facilitate the process for
students to use their awarded financial aid to purchase textbooks and educational
supplies at the campus bookstore.
The bookstore works directly with Business Services and is responsible to the Vice
President for Business Services for its operation.
How does the department support community needs?
Revenue generated from the bookstore helps provide scholarships and also can be
used to promote the college to the community as established and approved by the
District Board of Trustees.
Bookstore revenue also helps with the college graduation expenses which is an event
well attended by the community.
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Section 3 - Resources
Describe the following institutional support for the department:
Staff
Name FT/PT/Temp Position Credentials
Audrey Hulen FT Bookstore Prior
Manager Management,
Retail and
Banking
Experience
Sandra Swinney FT Accounts Clerk II AS Degree in
Business
Administration
and prior
Purchasing
Agent
experience
Samantha Touchstone PT Stores Clerk Worked as a
Student
Assistant for 2
years in the
bookstore
while earning
her AA degree.
Temporary Part- time Temp Temp Stores Prior retail
employees and student Clerk and experience
assistants as needed for Student helpful but not
rush and on an as Assistants required
needed basis. We
usually have 4-5
temporary helpers for
Fall and Spring rush
(approx 2-3 weeks each
term)
Budget
Operating Personnel Professional Development
2008-2009 1,071,351.00 95,076.00
2009-2010 1,079,125.00 90,456.00
2010-2011 1,381,274.00 92,261.00
Comments: The Bookstore is a self sufficient business operation and is not
dependent on state or federal funding.
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Resources
Facilities: The bookstore is currently housed in the Student Union Building #14. We
are able to function currently with the space we have but we may need to expand as
the enrollment increases and new degrees including Bachelor degrees are offered to
meet the needs of our students.
Equipment: We currently have 3 POS cash registers but we may need to expand as
enrollment increases.
Technology: We currently use a software program for our POS system in which our
IT department has to write interfaces to be compatible with the college database
system. We may need to eventually invest in a higher quality POS system that
already has the interfaces compatible with SunGard Banner for better efficiency,
accuracy and accountability.
Page | 5FGC Bookstore Program Review Report
Section 4 - Assessment
How does the department measure the quality of its services?
Communication with our students, faculty, staff, administration as well as vendors and
partners. I attend national conferences and network with other bookstore managers
to compare and improve our services to be consistent with other college bookstores
around the country that offer high quality services.
What standards does the department use to determine quality?
As a member of the National Association of College Stores, there are surveys that we
partake in to evaluate ourselves and compare our bookstore with other college
bookstores.
How does the department compare to those standards?
I feel like we compare well with those standards.
What accomplishments have been made to the department’s services and
functions during the past few years?
Since I became the Bookstore Manager in 2005, we replaced the 2 manual cash
registers with an automated Point of Sale system using a Windows based software
program installed on 3 PC’s equipped with hand held scanners. We now are able to
have all of our data and product inventory saved on the college Z drive.
Because of this implementation, we were able to go from handwritten book slips to a
more efficient process to better serve our students and can now run these financial
aid transactions through our POS system eliminating hours of manual data entry into
the college system.
We developed a Textbook database in Access that is also saved on the college Z
drive that replaced the old index card file system.
I helped to develop and implement new procedures to comply with new legislation
concerning textbook affordability for students. I have become more aggressive in
buying used books from and for our students to help keep the costs of books down for
our students.
My staff and I developed and implemented a textbook rental program to help our
students save money on textbooks.
I have improved the bookstore relations with faculty and staff on campus. We
participate in student activities and events to promote the bookstore. We partner with
faculty to allow their students to have “hands on” experience and interact in a
functioning business atmosphere.
Page | 6FGC Bookstore Program Review Report
Section 5 - Opportunity Analysis
What functions within the department could be improved? (Automated, Performed
elsewhere, Consolidated, Eliminated, Additional cost saving opportunities, Revenue
generation opportunities)
We need to automate the interdepartmental charges and dual enrollment book charges
so they can be run through the POS system.
We need to improve our receiving of goods process.
We need to implement a process where Financial Aid can become available sooner for
the students to purchase their books and supplies at the bookstore instead of the
majority of students getting their book slips on the same day causing long lines of
students waiting.
What would it take to make the department exemplary?
I feel like we could improve our Bookstore services and capabilities with a new POS
system currently used in other bookstores around the country that have the interfaces
already built in that are compatible with SunGard Banner and my online textbook
database, TA Online.
We need a laptop computer in our receiving area to automate the receiving of goods
process.
What resources would be required to make the department exemplary?
Investment of monies to purchase a new POS and a laptop computer for the
bookstore.
Page | 7FGC Bookstore Program Review Report
Section 6 - Planning
Identify anticipated internal and external factors that will affect the department’s
operations.
Internal: The increase of enrollment and class offerings will affect us as we will need
to expand to have more space to handle the increase in textbooks and supplies.
External: There are many changes affecting the college bookstore industry ie. digital
format textbooks, print on demand textbooks, open access textbooks.
Identify resource needs necessary to for continued growth and improvements.
Personnel: As we continue to grow and improve, we will need to consider having a
3rd full time position in the bookstore.
Technology:
As we continue to grow and improve and the change in technology, we will need to
consider improving our current POS system with the capability of an online bookstore
on our website.
Equipment:
As we continue to grow and improve, we will need to add more cash registers.
Facilities:
As we continue to grow and improve, we will need to consider if our current facility
can handle our needs and services to our students.
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