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 Email:peter.bonnell@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Loraine Grant
03 9925 9145
loraine.grant@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
None
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 |
Element: |
1. Plan to meet internal and external customer requirements |
Performance Criteria: |
1.1Investigate, identify, assess, and include the needs of customers in planning 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
Management |
741003-241-5 |
References
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