Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term1 2015
Course Code: MKTG6083C
Course Title: Deliver and monitor a service to customers
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C5312 - Diploma of Dental Technology
Course Contact: Matthew Clayton
Course Contact Phone: +61 3 93411417
Course Contact Email: matthew.clayton@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Subject: Deliver and Monitor a Service to Customers
Contact: Matthew Clayton
P: 9341 1417
E: matthew.clayton@rmit.edu.au
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
N/A
Course Description
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
BSBCUS301A Deliver and monitor a service to customers |
Element: |
1. Identify customer needs |
Performance Criteria: |
1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations 1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements 1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options 1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals |
Element: |
2. Deliver a service to customers |
Performance Criteria: |
2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements 2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery 2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements 2.4 Provide assistance or respond to customers with specific needs according to organisational requirements 2.5 Identify and use available opportunities to promote and enhance services and products to customers |
Element: |
3. Monitor and report on service delivery |
Performance Criteria: |
3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements 3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements 3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements 3.4 Regularly seek customer feedback and use to improve the provision of products and services 3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery |
Learning Outcomes
On completion of this unit you will have the skills and knowledge required to identify customer needs and monitor service provided to customers.
Details of Learning Activities
- Facilitator led discussions using Powerpoint presentations
- In class activities
- Simulated workplace activities
- Assignment work
Teaching Schedule
The class is scheduled for delivery to the NON-APPRENTICE group (FT2) on Tuesday September 8 in the Lecture theatre of Building 154 RMIT (within the Royal Dental Hospital Melbourne) Notification will be provided via student email if the date or location change.
The class will be delivered in conjunction with the following units of competence: BSBFIA301A Maintain Financial Records, BSBFIA301A Maintain Financial Records, BSBWOR204A Use Business Technology.
The class is scheduled for delivery to the APPRENTICE group (DT3) on Monday June 15 in the Lecture theatre of Building 154 RMIT (within the Royal Dental Hospital Melbourne) Notification will be provided via student email if the date or location change.
The class will be delivered in conjunction with the following units of competence: BSBFIA301A Maintain Financial Records, BSBFIA301A Maintain Financial Records, BSBWOR204A Use Business Technology.
Following the delivery of the theory class, assignment exercises will be undertaken as out-of-class work.
Assignment details are posted on Blackboard (subject to change at the discrection of RMIT, in this event notification will be provided to your student email).
Learning Resources
Prescribed Texts
References
Other Resources
- Powepoint available on MYRMIT Blackboard under the program code C5312 and the Unit of Competence MKTG6083C/BSBCUS301B Deliver and Monitor a Service to Customers
- RMIT online learning Hub www.rmit.edu.au/online
- Library www.rmit.edu.au/library
- Internet links
- Journals, Brochures, Pamphlets, Newspapers, Magazines
Overview of Assessment
Assignment
Assessment Tasks
You will attempt the following assignment exercise out of class and you will be graded with either a Px (Satisfactory) or NYC (Not Satisfactory) according to the assessment guidelines in accordance with the training package elements & essential skills.
- Assignment - Dental Laboratory: Delivering and Monitoring a Service to Customers
Assessment Matrix
To achieve a grade of CA (Competency Achieved) for the unit MKTG6083C/BSBCUS301B Deliver and Monitor a Service to Customers you are required to obtain a pass result (PX or CA) for the Assignment which is used to measure; elements, performance criteria, essential knowledge and essential skills as outlined in the health training package.
Failure to complete the above listed tasks/assessment will result in an NYC (not yet competent) result for unit MKTG6083C/BSBCUS301B Deliver and Monitor a Service to Customers. An NYC (not yet competent) result will be entered in the student record.This will result in non-completion of this unit of competence requiring re-enrolment incurring fees and a return to class work and completion of any relevant assessments at the time of the re-enrolment.
The scheduled submission dates for the assignment are as follows: (Notification will be provided in advance via student email if there are adjustments to these dates)
1. Non-Apprentice FT2: Friday October 23 (The assessment process must be finalised and a result entered by November 27th 2015)
2. Apprentice DT3: Friday July 31 (The assessment process must be finalised and a result entered by November 27th 2015)
Other Information
Plagiarism
RMIT University requires that you present YOUR work for assessment. Plagiarism is a form of cheating. It is the presentation of the work or idea of another person. Plagiarism is NOT acceptable. Penalities can include charges of acedemic misconduct, cancellation of results and exclusion from your course.
Please note: It is also a disciplinary offence to allow your work to be plagiarised by another student. When signing the coversheet to submit your learning guides and assessments.
Special consideration:
Please note: Students may apply for Special Consideration as per the information via the RMIT website http://www1.rmit.edu.au/students/specialconsideration
if they believe complete assessment for this unit by the submission date has been affected by factors beyond their control. Special consideration must be lodged prior to or within 48 hours of the scheduled assessment time or assessment submission date. The application for Special Consideration is NOT granted automatically on application.
RMIT assessment policies - RMIT University http://www1.rmit.edu.au/browse/Staff%2FAdministration%2FPolicies%20and%20procedures%2FAcademic%20and%20research%2FAssessment/
Special consideration online application - RMIT University: http://www.rmit.edu.au/browse:ID=g43abm17hc9w
Non completion or non-submission of compulsory tasks:
Failure to complete any or all of the compulsory tasks listed above will prevent the student from achieving a CA (competency achieved) result for unit MKTG6083C/BSBCUS301B Deliver and Monitor a Service to Customers. This will result in the student not completing the unit successfully. NYC (not yet competent) will be recorded and re enrolment will be required to continue the unit/program. Fees will be incurred. Please note: A second opportunity for assessment will not be granted unless the student has applied for and been granted special consideration as per RMIT assessment policy.
Assessment Appeal Process:
The Appeals Against Assessment policy and procedure applies to all coursework programs in all careers. The appeal process is staged and students are required to follow each stage in order to ensure their full entitlement to appeal is available http://www1.rmit.edu.au/students/appeals
Students are required to support the learning outcomes this Unit with work based experience and/ or further self managed research to support positive outcomes in this Unit.
Course Overview: Access Course Overview