Course Title: Manage quality customer service

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: MKTG7834C

Course Title: Manage quality customer service

School: 365T Global Studies, Soc Sci & Plng

Campus: Bundoora Campus

Program: C5215 - Diploma of Management

Course Contact : Anthony Graham

Course Contact Phone: +61 3 99254411

Course Contact Email:anthony.graham@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Bronwyn Tanti

bronwyn.tanti@rmit.edu.au

Nominal Hours: 40

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

There are no pre-requisites for this unit of competency.

Course Description

This unit of competency describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation. Typically these managers have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework
At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS501B Manage quality customer service

Element:


1 Plan to meet internal and external customer requirements

2 Ensure delivery of quality products and/or services

3 Monitor, adjust and review customer service

Performance Criteria:

1. Plan to meet internal and external customer requirements

1.1 Investigate, identify, assess, and include the needs of customers in planning processes
1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers
 

2. Ensure delivery of quality products and/or services

2.1 Deliver products and/or services to customer specifications within organisation’s business plan
2.2 Manage team performance to consistently meet the organisation’s quality and delivery standards
2.3 Assist colleagues to overcome difficulty in meeting customer service standards using leadership, supervision, coaching and mentoring

3. Monitor, adjust and review customer service

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards
3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and/or services
3.3 Develop, procure and use resources effectively to provide quality products and/or services to customers
3.4 Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups
3.5 Manage records, reports and recommendations within the organisation’s systems and processes
 


Learning Outcomes


By completing this unit of competency you will achieve and demonstrate competence in the following skills: 

Plan to meet internal and external customer requirements 

Ensure delivery of quality products and/or services 

Monitor, adjust and review customer service


Details of Learning Activities

Students will study management of quality customer service concepts in the workshop sessions and online (Blackboard discussion) engagement, prescribed exercises and assessment work. These concepts will also be explored through the investigation of appropriate real world and simulated environments.


Teaching Schedule

The teaching schedule is determined after negotiation with the industry partner and the individual student. Generally workshops will be offered on a monthly basis during the academic year. Each workshop will be linked to a unit of competency. Attendance to each workshop will be based on the student’s individual learning plan.


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

Assessment in this unit of competency will be through a mix of in-class tasks, workplace based projects, responses to a range of underpinning knowledge questions and the development of an evidence portfolio linked to the unit elements and workplace practice. An upfront assessment to develop an individual learning plan will occur. Individual assessment appointments will be undertaken with each student to allow students to present and discuss workplace evidence.


Assessment Tasks

A student must demonstrate an understanding of all elements of this particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
A workplace assessment appointment will be undertaken to allow students to present and discuss workplace evidence: Based on the individual student’s knowledge, skills and experience: an individual learning plan will be negotiated and developed. Assessment may incorporate a variety of methods including responses to task questions, in class activities and the development of project work in consultation with the Course Coordinator and the student’s workplace. Student will also be asked to complete an evidence portfolio documenting workplace practise as linked to the unit of competency. Students are advised that they are likely to be asked to personally demonstrate their assessment work to their Course Coordinator to ensure that the relevant competency standards are being met.
 


Assessment Matrix

A combination of activities based on each individual student’s learning plan.


 

BSBCUS501B Manage Quality Customer ServiceTask QuestionsIn class activitiesProject WorkEvidence portfolio of work practise
Element 1.
 
XX X
Element 2.
 
XX X
Element 3.
 
XX X



 

Course Overview: Access Course Overview