Course Title: Manage customer service
Part B: Course Detail
Teaching Period: Term1 2022
Course Code: BUSM8001C
Course Title: Manage customer service
Important Information:
Please note that this course may have compulsory in-person attendance requirements for some teaching activities.
To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.
Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209.
Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus
Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.
School: 525T Business & Enterprise
Campus: City Campus
Program: C5399 - Diploma of Logistics
Course Contact: Annie Barry
Course Contact Phone: +61 3 9925 5493
Course Contact Email: Anahita.barry@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Wayne Beasy
Email: wayne.beasy@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
This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.
It includes planning to meet internal and external customer requirements, ensuring delivery of quality products/services and monitoring, adjusting and reporting customer service to improve the provision of products/services.
The unit generally applies to those who lead individuals or teams.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
TLII5018 Manage customer service |
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Element: |
1 Plan to meet internal and external customer requirements |
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Performance Criteria: |
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Element: |
2 Ensure delivery of quality products/services |
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Performance Criteria: |
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Element: |
3 Monitor, adjust and report customer service |
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Performance Criteria: |
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Learning Outcomes
This course is structured to provide students with the optimum learning experience in order to demonstrate the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.
Details of Learning Activities
A range of learning activities are planned for this course including self-paced and collaborative classroom based activities. The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment. We expect you to participate and contribute in all scheduled learning activities.
Teaching Schedule
The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.
This course is co-delivered and co-assessed with BUSM8002C Manage Suppliers and OMGT5038C Apply Knowledge of Logistics
Semester 1 - 2022
Week |
Topic |
Learning Materials and Activities |
Assessment Remarks |
1 |
Introduction to Manage Customer Service, Suppliers and Apply Knowledge of Logistics |
This week we will cover course requirements and support documents / resources. Including:
We introduce the topic of manage customer service, suppliers and apply knowledge of logistics and how this fits into the Diploma of Logistics. ACTIVITY – Week 1
Profile a customer and analyse a customer’s expectations. |
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2 |
Introduction to logistics |
This week we will explore the topic of logistics. We discuss logistic structures, providers, services, transport and logistics networks. ACTIVITY – Week 2 |
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3 |
Legislation & regulations in the logistics industry |
This week we will discuss legislations that apply to logistics, implementation & management of logistics, logistics industry authorities & regulators and application of international standards. ACTIVITY – Week 3 |
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4 |
Policies & procedures, monitoring & reporting in the logistics industry |
This week we will overview; Systems applied to the logistics industry, system capabilities & differences, planning, monitoring & evaluating systems available and continuous improvement application with policies, procedures & systems. ACTIVITY – Week 4 |
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5 |
Managing Customer Service |
This week we explore the topic of customer service. We distinguish the difference between internal and external customers/stakeholders, quality chains, the relationship between customer needs, preferences and satisfaction. ACTIVITY – Week 5
Discuss a local business and their customer service |
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6 |
Understanding What Motivates People and investigate supplier relationships |
This week we will be discussing what motivates people and customer needs. We also investigate how to create & manage supplier relationships. ACTIVITY – Week 6 |
Prepare for Assessment Task 1 Class activity |
7 |
Continuous Improvement for Customer Service |
This week we research how to meet internal and external customer requirements and continuously improve customer service through quality, time, costs and monitoring activities. ACTIVITY – Week 7
What is meant by the term supply management? |
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8 |
Supply Chain Management |
This week we explore what is meant by supply management and quality assurance. We explore a variety of strategies to successfully manage suppliers. ACTIVITY – Week 8
Readings: Page 8&9 know your customers workbook |
Assessment 1 Due |
9 |
Managing Suppliers |
This week we will be discussing the processes involved in managing suppliers and the impact that suppliers and supplier relationships have on our businesses and our capability to service the requirements of our customers. We explore how to select appropriate suppliers and preparing prospective supplier lists. ACTIVITY – Week 9 |
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10 |
Organisational Policies and Strategies for managing suppliers |
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Mid-semester break (14th April - 20th April 2022 inclusive) | |||
11 |
Service Level Agreements VS. Key Performance Indicators |
This week we discuss the differences between service level agreements (SLA’s) & key performance indicators (KPI’s) ACTIVITY – Week 11 |
Prepare for Assessment |
12 |
Introduction to Negotiation with suppliers. |
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13 |
Resolving Disagreements with Suppliers |
This week we continue to discuss the process of negotiating with suppliers and more specifically resolving disagreements. We explore a step by step process to resolving conflicts with suppliers. ACTIVITY – Week 13
A contingency plan for unreliable suppliers |
Assessment Task 2 Due this week |
14 |
Reviewing Performance of Suppliers& Ending Contracts |
This week we will learn about monitoring and reviewing the performance of suppliers and how it is a key aspect of Supply Chain Operations and one that requires a range of skills, in particular relationship management.
Under what conditions would a contract with a supplier be terminated? |
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15 |
Assessment Task 3 in class |
This week will be dedicated to submission of assessment in class |
Assessment Task 3 Due this week |
16 |
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Feedback and re-submission of assessments if needed |
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17 |
Resit and Resubmit |
This week will be the final week for re-submission of assessments if needed |
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Learning Resources
Prescribed Texts
References
Other Resources
None
Overview of Assessment
Assessment Methods
Assessment methods have been designed to measure achievement of the requirements in a flexible manner over a range of assessment tasks, for example:
- direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
- review of final printed documents
- demonstration of techniques
- observation of presentations
- oral or written questioning to assess knowledge of software applications
You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.
Performance Evidence
You will be required to provide evidence of the following skills:
- applying relevant legislation and workplace procedures
- communicating and consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved
- dealing effectively with unplanned events such as a change in the volume of customer inquiries
- developing, implementing and revising contingency plans
- interpreting and following operational instructions and prioritising work
- monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards
- preparing reports to develop and disseminate information on customer service performance.
Knowledge Evidence
You are required to provide evidence of the following:
- organisational performance management systems
- organisational policies, principles, codes and performance standards
- quality management systems
- relevant sections of national and state/territory regulatory requirements and codes of practice such as consumer protection legislation
- requirements for completing relevant documentation such as reports of customer complaints and resolutions
- risk management as it relates to
- steps involved in planning work activities.
- dealing with customers and managing consequences of poor customer service
Feedback
Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.
You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.
Assessment Tasks
This course is co-delivered and co-assessed with BUSM8002C Manage Suppliers and OMGT5038C Apply Knowledge of Logistics
There are a total of three (3) assessment tasks students need to complete for the three courses clustered together. Students need to complete all three (3) assessment tasks satisfactorily, in order to be deemed competent.
Assessment Task 1 – Knowledge Assessment
Date and time due: Week 8
Purpose:
This assessment task allows you to demonstrate your knowledge required to analyse and apply knowledge of logistics in accordance with relevant organisational policy and procedures.
Assessment Task 2 – Customer Service Management Planning
Date and time due: Week 13
Purpose:
This assessment will allow you to demonstrate your ability to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.
Assessment Task 3 – Supply Management
Date and time due: Week 15
Purpose:
This assessment will allow you to demonstrate your ability to manage suppliers in various contexts within the transport and logistics industry.
Assessment Matrix
The assessment matrix that maps all the assessments is available on the LMS (Canvas).
Other Information
Submission Requirements
You should:
• Ensure that you submit assessments on or before the due date via Canvas.
• Always retain a copy of your assessment tasks. (hard copy and soft copy)
• When you submit work for assessment at RMIT University you need to use the Assessment task document that includes
a declaration and statement of authorship.
• Each page of your assessment should include a footer with your name, student number, the title of the assessment,
unit code and title and page numbers.
Late Submission Procedures
You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.
Extension of Time. If you are prevented from submitting an assessment item on time by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.
More information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work
Form to use is found in the section "How to apply."
Special Consideration. Where more than seven days is needed, you must apply for Special Consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.
More information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration
Resubmission (VE Programs)
If you are found to be Not Yet Competent in a course assessment task (or you do not submit the assessment tasks/attend the assessment) you will be allowed one resubmission. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission in Canvas.
If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.
Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment.
More information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/adjustments-to-assessment
Marking Guide (Competency):
You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying. You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.
- CA Competency Achieved
- NYC Not Yet Competent
- DNS Did Not Submit for assessment
Course Overview: Access Course Overview