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:firstname.lastname@example.org
Name and Contact Details of All Other Relevant Staff
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.
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
1. Plan to meet internal and external customer requirements
1.1 Investigate, identify, assess, and include the needs of customers in planning processes
2. Ensure delivery of quality products and/or services
2.1 Deliver products and/or services to customer specifications within organisation’s business plan
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards
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.
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.
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.
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.
A combination of activities based on each individual student’s learning plan.
|BSBCUS501B Manage Quality Customer Service||Task Questions||In class activities||Project Work||Evidence portfolio of work practise|
|Element 1. ||X||X||X|
|Element 2. ||X||X||X|
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