Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term2 2009

Course Code: MKTG9243C

Course Title: Deliver and monitor a service to customers

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4207 - Certificate IV in Optical Dispensing

Course Contact: Timothy Haigh

Course Contact Phone: +61 3 9925 4846

Course Contact Email: timothy.haigh@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 35

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

This unit covers the skills and knowledge required to identify customers’ needs and monitor a service provided to customers.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCMN310A Deliver and monitor a service to customers

Element:

Deliver a service to customers

Performance Criteria:

2.1   Service is provided promptly to customers to meet identified needs in accordance with organisational requirements
2.2   Appropriate rapport is established and maintained with customers to ensure completion of the delivery of a quality service
2.3   Customers’ complaints are handled sensitively and courteously in accordance with organisational requirements
2.4   Customers with special needs or assistance are responded to in accordance with organisational requirements
2.5   Available opportunities are identified and used to promote and enhance services and products to customers

Element:

Identify customers’ needs

Performance Criteria:

1.1   Customers’ needs and expectations are clarified and accurately identified using appropriate interpersonal skills
1.2   Customers’ needs are assessed for urgency to determine priorities for service delivery in accordance with organisational requirements
1.3   Customers are provided with information about available choices for meeting their needs and assisted in the selection of preferred options
1.4   Limitations in addressing customers’ needs are identified and appropriate assistance is sought from designated individuals

Element:

Monitor and report on service delivery

Performance Criteria:

3.1   Customer satisfaction with service delivery is regularly reviewed using verifiable evidence in accordance with organisational requirements
3.2   Opportunities to enhance the quality of service and products are identified and pursued within organisational requirements
3.3   Procedural aspects of service delivery are monitored for effectiveness and suitability to customer requirements
3.4   Customer feedback is regularly sought and used to improve the provision of products and services
3.5   Decisions to modify products or services incorporate evidence of customer satisfaction and are within organisational requirements
3.6   Reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Learning Outcomes



Details of Learning Activities

1: Read topic one in the Learner Guide.  Upon completion of topic one complete the self-assessment checklist from the learner guide.  Once you have done this progress to topic top etc.
2:  Once you have read all of the topics and completed the self-assessments you are ready to do the online self-assessment.  Please note that this is not an assessment task.  The self-assessment will check your level of understanding of the unit and provide you with some feedback.
3: Refer to the Learning and assessment guide item 13.  Familiarise yourself with the content.


Teaching Schedule

Topic 1: Identify customers’ needs
Topic 2: Deliver a service to customers
Topic 3: Monitor and report on service delivery


Learning Resources

Prescribed Texts


References


Other Resources

1. Learner guide BSBCMN310A
2. Learning and Assessment Guide – Year 2
3. Additional learning materials available through the Learning Hub
4. RMIT Library (www.rmit.edu.au/library)


Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, submission of your learning and assessment guide and assignments.


Assessment Tasks

Before attempting any of the below assessment tasks ensure that you agree with all self-assessment checklists in the learner guide and that you have completed the online self-assessment quiz.

1.  Complete the online test titled BSBCMN310A.  This test consists of completing a series of 10 online questions.  These questions may consist of true or false, multiple choice, short answer questions etc.  In order to pass you need to answer seven or more correct (7 out of 10).  You must pass this prior to completing assessment task 2.

2.  Refer to your learning and assessment guide (LAG) and carefully read item 13.  An RMIT University assessor will assess you on item 13 during a work-based assessment and during your compulsory attendance at blocks in year one.  In addition your assessor will include a range of verbal questions to ask during these assessments.  In addition an RMIT University assessor may talk to your employer.

3.  At the end of the semester you will be required to complete a 60-minute online examination, which will be posted online for one week (you will be notified shortly).  Please note that this examination will cover HLTCOM405B, HLTOPD404A, HLTOPD403A, HLTOPD402A, HLTOPD405A and BSBCMN310A and you will only be allowed to attempt it once.  This examination will include short answers, true or false, multiple-choice, equations and other types of questions.  You will know at the end of this test if you have passed.  The pass mark is 70%.  

Please note that you will need to demonstrate competency in all 3 of these assessment tasks in order to achieve competency for this unit.


Assessment Matrix

Course Overview: Access Course Overview