Course Title: Deliver and monitor service to clients

Part A: Course Overview

Program: C4197

Course Title: Deliver and monitor service to clients

Portfolio: DSC

Nominal Hours: 30.0

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.

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
MKTG5352C	City Campus	TAFE	345T Media and Communication	Face-to-Face	Term1 2011, Term1 2012

Course Contact: Program Administration - Adam Lovell

Course Contact Phone: 03 9925 4976

Course Contact Email: adam.lovell@rmit.edu.au

Course Description

This course covers the delivery and monitoring of service to internal and external clients.  It requires an understanding of the differing service requirements of  new and existing clients.  It includes identifying and defining client needs, delivering client services, monitoring and improving client service delivery and reviewing client service.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

National Competency Codes and Titles

National Element Code & Title:	PSPGOV402B Deliver and monitor service to clients
Elements:	1. Identify and define client needs
	2. Deliver client service
	3. Monitor and improve client service deliver
	4. Review client service

Learning Outcomes

Students will study the theory of delivering and monitoring services to clients through textbook readings, discussions and class activities. These concepts will also be explored through examining of appropriate real world and simulated environments.

Overview of Assessment

Assessment tasks include a case study, class presentation and class activities.