Course Title: Manage quality customer service

Part B: Course Detail

Teaching Period: Term1 2010

Course Code: MKTG6973C

Course Title: Manage quality customer service

School: 350T Fashion & Textiles

Campus: Brunswick Campus

Program: C5222 - Diploma of Management

Course Contact : Peter Bonnell

Course Contact Phone: +61 3 9925 9171

Course Contact

Name and Contact Details of All Other Relevant Staff

Loraine Grant
03 9925 9145

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


Course Description

In this course you will acquire the skills to work within a company's quality system to meet customer’s requirements and monitor and adjust customer service as required.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS501A Manage quality customer service


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:

1.1Investigate, identify, assess, and include the needs of customers in planning processes

1.2Ensure plans achieve the quality, time and cost specifications agreed with customers

2.1Deliver products and/or services to customer specifications within organisation's business plan

2.2Manage team performance to consistently meet the organisation's quality and delivery standards

2.3Assist colleagues to overcome difficulty in meeting customer service standards using leadership, supervision, coaching and mentoring

3.1Develop and use strategies to monitor progress in achieving product and/or service targets and standards

3.2Develop and use strategies to obtain customer feedback to improve the provision of products and/or services

3.3Develop, procure and use resources effectively to provide quality products and/or services to customers

3.4Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups

3.5Manage records, reports and recommendations within the organisation's systems and processes

Learning Outcomes

By the end of the course you will have acquired the skills and knowledge to plan to meet internal and external customer requirements, ensure delivery of quality products and/or services and monitor, adjust and review customer service

Details of Learning Activities

This unit comprises a range of learning activities such as tutorials, online activities, case studies, videos,group work and exercises.

Students are engaged in activities that explore elements  of " Manage Quality Customer Service " such as ensuring products and services are delivered and maintained,plan to meet or exceed customer requirements,monitor and adjusting customer service as required.

Students will also be engaged in:

- Observation and investigation ( Problem Solving )
- Research,collect and analyse data (Planning & Organising )
- Group discussions on Customer and Customer Service strategies/issues and concerns  ( Teamwork )
- Use of technology for reports or data collecting ( Technology )
- Use of self evaluation ( Learning )
- Online activities (Technology )
- Use technology to present information ( Communication & Technology )

Students will also be able to apply these skills and theories when working with teams on a work place project that is providing Quality Customer Service for either a Product or Service.

Students will be able to apply these skills and theories when working with teams on a work place project.

Teaching Schedule

Lecture Sequence                                 Unit of Competency                                          Lecture dates                                                                      Discussion Topics                                                                  Assessments
Lecture 1                                                    Program introduction                                     18th February 2010                                                           • Introduction of program
                                                                                                                                                                                                                                              • Introduction of assessment process
                                                                                                                                                                                                                                              • Building an evidence portfolio
                                                                                                                                                                                                                                              • Mission Statement
                                                                                                                                                                                                                                              • Code of Conduct
                                                                                                                                                                                                                                              • Gantt Chart Overview
Lecture 2                                                   BSBPMG510A Manage Projects                      25th February                                                                 • Define the project
                                                                                                                                                                                                                                              • Scope & limitations of the project
                                                                                                                                                                                                                                              • Project Management tools
                                                                                                                                                                                                                                              • Risk Management
                                                                                                                                                                                                                                              • Finalising the project                                             Project Summary for Managing Projects
Lecture 3                                                  BSBMGT515A Manage Operational Plan            4th March                                                                    • Operational Plans
                                                                                                                                                                                                                                              • Monitor & review operational performance
                                                                                                                                                                                                                                              • Solving problems/decision making               Operational Plans, Action Plan/Gantt Chart
Lecture 4                                                 BSBWOR502A Ensure Team Effectiveness         11th March                                                                 • Team performance plan
                                                                                                                                                                                                                                              • Task : team purpose
                                                                                                                                                                                                                                              • Group dynamics
                                                                                                                                                                                                                                              • Team cohesion Belbin Questionnaire
Lecture 5                                                BSBWOR502A Ensure Team Effectiveness          25th March                                                                 • Communication foundations

Easter Break

Lecture 6                                                BSBWOR502A Ensure Team Effectiveness            8th April                                                                    • Managing Conflict

Lecture 7                                                BSBWOR502A Ensure Team Effectiveness           15th April                                                                   • Leadership styles

Lecture 8                                               BSBWOR502A Ensure Team Effectiveness             22nd April                                                                • Motivation

Lecture9                                                BSBWOR502A Ensure Team Effectiveness             29th April                                                                 • Individual differences
                                                                                                                                                                                                                                              • Attitudes/Values                                                                                          Value surveys
Lecture 10                                            BSBWOR502A Ensure Team Effectiveness                6th May                                                                  • Personality                                                                                                      Myers Briggs

Lecture 11                                            BSBWOR502A Ensure Team Effectiveness                13th May                                                               • Problem solving tools

Lecture 12                                           BSBWOR502A Ensure Team Effectiveness                  20th May                                                              •Coaching/mentoring

Lecture 13                                           BSBWOR502A Ensure Team Effectiveness                  27 May                                                                 • Group/individual learning

Learning Resources

Prescribed Texts

Theory and Practice Chapter 14
Kris Cole



Other Resources

Overview of Assessment

A person who demonstrates competence in this standard must be able to provide evidence that they are able to develop strategies designed to meet customer needs; provide quality service; review and improve service; develop processes to access and follow-up customer feedback; and manage a system for reporting/recording customer service outcomes. Assessment wil be done by the submission of a portfolio showing competency in work undertaken and theapplication of thery to this work.

Assessment Tasks

Assessment for this unit is based on the submission of a portfolio of evidence that clearly demonstrates the ability to manage quality customer service.

This shall include items or activities that are part of a Workplace based project ( Product or Service ) or action or strategy or the introduction of processes and products and may include:

- Minutes of meetings with customers
- Copies of decisions/outcomes
- Action plans
- Customer service strategies
- Processes established and results
- Areas of concerns or recomendations recorded
- Use of technology to monitor or assist in customer service

Assessment Matrix

Course Overview: Access Course Overview