Course Title: Address customer needs

Part B: Course Detail

Teaching Period: Term2 2018

Course Code: MKTG7981C

Course Title: Address customer needs

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C4387 - Certificate IV in Telecommunications Engineering Technology

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4468

Course Contact Email: vocenengineering@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Kenneth Falzon
Telephone: +613 9925 4716
Email: kenneth.falzon@rmit.edu.au

 

Nominal Hours: 50

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

Nil

Course Description

This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.

It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS402 Address customer needs

Element:

1 Assist customer to articulate needs

Performance Criteria:

1.1 Ensure customer needs are fully explored, understood and agreed   1.2 Explain and match available services and products to customer needs   1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

Element:

2 Satisfy complex customer needs

Performance Criteria:

2.1 Explain possibilities for meeting customer needs   2.2 Assist customers to evaluate service and/or product options to satisfy their needs   2.3 Determine and prioritise preferred actions   2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

Element:

3 Manage networks to ensure customer needs are addressed

Performance Criteria:

3.1 Establish effective regular communication with customers   3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation   3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products and services available   3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services   3.5 Maintain records of customer interaction in accordance with organisational procedures


Learning Outcomes


Refer to Elements


Details of Learning Activities

This course is delivered as cluster "Advance Network Project" ISYS7572C ICTICT408 Create technical documentation (ISYS7572C).

Students will participate in the following teaching methods : lectures and tutorials.


Teaching Schedule

Address customer needs and Create technical documentation

Week of study

Topic

Module Learning outcomes

Learning Activities

1

Introduction to Topic, Overview of course and relevance

 

 

2

Identifying the Customers

Practical tasks; 
class discussion;

Class Activities;
Tasks as per Participants Guide

3

Gather Customer Information

Practical tasks; 
class discussion;

Class Activities;
Tasks as per Participants Guide

4

Translate into Customer Needs

Practical tasks; 
class discussion;

Class Activities;
Tasks as per Participants Guide

5

Organize Needs

Practical tasks; 
class discussion;

Class Activities;
Tasks as per Participants Guide

6

Establish Relative Importance of Needs

Practical tasks; 
class discussion;

Class Activities;
Tasks as per Participants Guide

7

Reflect on Results

Practical tasks; 
class discussion;

Class Activities;
Tasks as per Participants Guide

8

Technical documentation in various applications and with products; purpose; types of documentation to suit customer needs

 

Practical tasks; 
class discussion;

Class Activities;
Tasks as per Participants Guide

9

Technical documentation in various applications and with products; purpose; types of documentation

Participants Guide Create Technical Documentation; PowerPoints

Class Activities;
Tasks as per Participants Guide

10

Types of documentation; Copyright; document standards - industry and organisation; document control and revision, storage and revision. Client requirements, scope.

See reading list and online resources; 
Internet;
Workplace documents;
Participants Guide;
PowerPoints

Class Activities; 
work place observation; 
Tasks as per Participants Guide

11

Types of documentation; Copyright; document standards - industry and organisation; document control and revision, storage and revision. Client requirements, scope.

See reading list and online resources; 
Internet;
Workplace documents;
Participants Guide;
PowerPoints

Class Activities; 
work place observation; 
Tasks as per Participants Guide

12

Discussion

Discussion on Assignment 1 on customer needs

Project Portfolio Assessment Task 2

13

Designing documentation; Design tools; systems requirements; flow charts; style documents and templates; format of documentation

See reading list and online resources; 
Internet;
Workplace documents;
Participants Guide;
PowerPoints

Class Activities; 
work place observation; 
Tasks as per Participants Guide; working with identified problem in organisation

14

Designing documentation; Design tools; systems requirements; flow charts; style documents and templates; format of documentation

See reading list and online resources; 
Internet;
Workplace documents;
Participants Guide;
PowerPoints

Class Activities; 
work place observation; 
Tasks as per Participants Guide; working with identified problem in organisation

 

Develop Documentation: Document Structure, Style documents; templates; design and mapping of documents; use of images and graphics

See reading list and online resources; 
Internet;
Workplace documents;
Participants Guide;
PowerPoints

Class Activities; 
work place observation; 
Tasks as per Participants Guide; working with identified problem in organisation

15

Evaluate and Edit Document; Digital document design; Using plain English; Editing; proofreading; Contents and indexes Evaluate whether meets client’s needs; Prepare document for publication;

See reading list and online resources; 
Internet;
Workplace documents;
Participants Guide;
PowerPoints Internet;
Workplace documents;
Participants Guide;

Class Activities; 
work place observation; 
Tasks as per Participants Guide; working with identified problem in organisation

16

Discussion

Discussion on Assignment 2 on customer needs 

Project Portfolio Assessment Task 2

17

Assignment 1

Assignment 2

 Address customer needs and Create technical documentation

 

18

Catch up for missed items

 

 


Learning Resources

Prescribed Texts


References


Other Resources

Learning materials available in Canvas.


Overview of Assessment

 

Assessment Tasks

Students must pass each of the following assessment tasks to demonstrate competent.

Assessments

Assessment 1

Assignment 1

Assessment 2

Assignment 2                 

 

These tasks assess the following Course Learning Outcomes (CLOs):

 

Assessment Mapping Matrix

Elements / Performance Criteria Covered

Assessment 1

Assessment 2

1.1

X

X

1.2

X

X

1.3

X

X

2.1

X

X

2.2

X

X

2.3

X

X

2.4

X

X

3.1

X

X

3.2

X

X

3.3

X

X

3.4

X

X

3.5

x

X

 

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.

 


Assessment Tasks

This course is delivered as cluster "Advance Network Project" ISYS7572C ICTICT408 Create technical documentation (ISYS7572C).   Assessment Assignment 1 week 17  Project Portfolio assessment task 1   Assessment Assignment 2 week 17   Project Portfolio assessment task 2   All assessment tasks need to be successfully completed to demonstrate competence. 
Your assessment for this course will be marked using the following table: 

CA Competency Achieved 
NYC Not yet Competent 
DNS Did not Submit


Assessment Matrix

Assessment TaskElements
Assignment 1Elements 1, 2 and 3
Assignment 2Elements 1, 2 and 3

Other Information

Study and learning Support:

Study and Learning Centre (SLC) provides free learning and academic development advice to all RMIT students. 
Services offered by SLC to support numeracy and literacy skills of the students are:
- Assignment writing, thesis writing and study skills advice 
- Maths and science developmental support and advice 
- English language development

Please refer http://www.rmit.edu.au/studyandlearningcentre to find more information about Study and Learning Support.

Disability Liaison Unit:

Students with disability or long-term medical condition should contact Disability Liaison Unit to seek advice and support to complete their studies.
Please refer http://www.rmit.edu.au/disability to find more information about services offered by Disability Liaison Unit.

Late submission:

Students requiring extensions for 7 calendar days or less (from the original due date) must complete and lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager. 
The application must be lodged no later than one working day before the official due date. The student will be notified within no more than 2 working days of the date of lodgment as to whether the extension has been granted.

Students seeking an extension of more than 7 calendar days (from the original due date) must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days after the official due date.

Assignments submitted late without approval of an extension will not be accepted or marked. 


Special consideration:

Please refer http://www.rmit.edu.au/browse;ID=riderwtscifm (unresolved) to find more information about special consideration.
  
Plagiarism:

Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the University. 

Please refer: www.rmit.edu.au/academicintegrity to find more information about plagiarism.

Email Communication:

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails. 

Student Directed Hours 

* In this course, minimum student directed hours are 5 in addition to 45 scheduled teaching hours. 
* Student directed hours involve completing activities such as reading online resources, assignment, and individual student-teacher course-related consultation .

Course Overview: Access Course Overview