Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term2 2009
Course Code: MKTG9243C
Course Title: Deliver and monitor a service to customers
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C4207 - Certificate IV in Optical Dispensing
Course Contact: Timothy Haigh
Course Contact Phone: +61 3 9925 4846
Course Contact Email: timothy.haigh@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Nominal Hours: 35
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
This unit covers the skills and knowledge required to identify customers’ needs and monitor a service provided to customers.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
BSBCMN310A Deliver and monitor a service to customers |
Element: |
Deliver a service to customers |
Performance Criteria: |
2.1 Service is provided promptly to customers to meet identified needs in accordance with organisational requirements |
Element: |
Identify customers’ needs |
Performance Criteria: |
1.1 Customers’ needs and expectations are clarified and accurately identified using appropriate interpersonal skills |
Element: |
Monitor and report on service delivery |
Performance Criteria: |
3.1 Customer satisfaction with service delivery is regularly reviewed using verifiable evidence in accordance with organisational requirements |
Learning Outcomes
Details of Learning Activities
1: Read topic one in the Learner Guide. Upon completion of topic one complete the self-assessment checklist from the learner guide. Once you have done this progress to topic top etc.
2: Once you have read all of the topics and completed the self-assessments you are ready to do the online self-assessment. Please note that this is not an assessment task. The self-assessment will check your level of understanding of the unit and provide you with some feedback.
3: Refer to the Learning and assessment guide item 13. Familiarise yourself with the content.
Teaching Schedule
Topic 1: Identify customers’ needs
Topic 2: Deliver a service to customers
Topic 3: Monitor and report on service delivery
Learning Resources
Prescribed Texts
References
Other Resources
1. Learner guide BSBCMN310A
2. Learning and Assessment Guide – Year 2
3. Additional learning materials available through the Learning Hub
4. RMIT Library (www.rmit.edu.au/library)
Overview of Assessment
Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, submission of your learning and assessment guide and assignments.
Assessment Tasks
Before attempting any of the below assessment tasks ensure that you agree with all self-assessment checklists in the learner guide and that you have completed the online self-assessment quiz.
1. Complete the online test titled BSBCMN310A. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice, short answer questions etc. In order to pass you need to answer seven or more correct (7 out of 10). You must pass this prior to completing assessment task 2.
2. Refer to your learning and assessment guide (LAG) and carefully read item 13. An RMIT University assessor will assess you on item 13 during a work-based assessment and during your compulsory attendance at blocks in year one. In addition your assessor will include a range of verbal questions to ask during these assessments. In addition an RMIT University assessor may talk to your employer.
3. At the end of the semester you will be required to complete a 60-minute online examination, which will be posted online for one week (you will be notified shortly). Please note that this examination will cover HLTCOM405B, HLTOPD404A, HLTOPD403A, HLTOPD402A, HLTOPD405A and BSBCMN310A and you will only be allowed to attempt it once. This examination will include short answers, true or false, multiple-choice, equations and other types of questions. You will know at the end of this test if you have passed. The pass mark is 70%.
Please note that you will need to demonstrate competency in all 3 of these assessment tasks in order to achieve competency for this unit.
Assessment Matrix
Course Overview: Access Course Overview