QUALITY CUSTOMER SERVICE
BUS2QCX
2019
Credit points: 15
Subject outline
It doesn't matter what sort of business you're in, there's always a customer. Providing the consistent delivery of quality services and products is the cornerstone of every business. In this subject you will acquire the skills and knowledge to develop strategies to manage organisational systems to ensure products and services are delivered and maintained to standards agreed by the business. You will research quality frameworks, systems, standards, procedures and customer needs, applying our findings to the development of plans to achieve quality improvements. You will also examine ways to establish monitoring systems and adjust and review customer service delivery, according to key performance indicators. With a particular focus on professional practices in customer service, this subject is designed to develop research, critical thinking, planning, communication and interpersonal skills, while developing the appreciation of the importance of customer service in business.
School: La Trobe Business School
Credit points: 15
Subject Co-ordinator: Malliga Marimuthu
Available to Study Abroad Students: Yes
Subject year level: Year Level 2 - UG
Exchange Students: Yes
Subject particulars
Subject rules
Prerequisites: Student must be enrolled in one of the following courses: LBAB, LBABM, LBABK, LDAB, LAAB
Co-requisites: N/A
Incompatible subjects: N/A
Equivalent subjects: N/A
Special conditions: N/A
Learning resources
Readings
| Resource Type | Title | Resource Requirement | Author and Year | Publisher |
|---|---|---|---|---|
| Readings | Quality Customer Service Learner Resource Group | Prescribed | Didasko Digital (2017) | Didasko Group |
Graduate capabilities & intended learning outcomes
01. Research, investigate and identify the needs of customers in organisational planning processes.
- Activities:
- Research activities, multi-media activities, reports and presentation, discussion forum
- Related graduate capabilities and elements:
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
02. Identify and analyse internal and external customers and their requirements, developing strategies to gain customer feedback on products and service and monitor progress in achieving targets and standards.
- Activities:
- Research activities, multi-media activities, case studies
- Related graduate capabilities and elements:
- Literacies and Communication Skills(Writing,Quantitative Literacy)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
03. Develop, acquire and use resources productively in providing quality products and services to customers. Ensure plans achieve customer agreed quality, cost and time specifications.
- Activities:
- Project, multi-media activities, problem solving activities, online quizzes
- Related graduate capabilities and elements:
- Literacies and Communication Skills(Writing,Quantitative Literacy)
- Literacies and Communication Skills(Writing,Quantitative Literacy)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Personal and Professional Skills(Ethical behaviour)
04. Monitor team performance to consistently meet an organisation#s quality and delivery standards. Consult with appropriate individuals and groups regarding product and service delivery standards.
- Activities:
- Multi-media activities, reports, discussion forum, online quizzes
- Related graduate capabilities and elements:
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
05. Maintain records and reports according to legal and organisational requirements.
- Activities:
- Multi-media activities, reports
- Related graduate capabilities and elements:
- Literacies and Communication Skills(Writing,Quantitative Literacy)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Personal and Professional Skills(Ethical behaviour)
06. Make decisions to overcome problems and to adapt to changing customer requirements.
- Activities:
- Problem solving, multi-media activities, project
- Related graduate capabilities and elements:
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
- Inquiry and Analytical Skills(Critical Thinking,Creative Problem-solving,Inquiry/Research)
Online (Didasko), 2019, Study Block 3, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Enrolment information:
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 10 - 21
One 3.0 hours unscheduled online class per week on any day including weekend during the day from week 10 to week 21 and delivered via online.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Individual project (equivalent to 1,500 words) | To be submitted via Turnitin in the LMS link provided | 35 | 02, 03, 04, 06 |
| Individual report (equivalent to 1,500-words) | To be submitted via Turnitin in the LMS link provided | 35 | 01, 02, 03, 04, 05 |
| Group presentation (equivalent to 300 words per student) | To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program | 20 | 01, 02, 03, 06 |
| Short answer test and multiple-choice online tests (equivalent to 500-words total) | One short answer and two multiple-choice tests conducted in the LMS online. | 10 | 01, 02, 03, 04, 05 |
Online (Didasko), 2019, Study Block 4, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Enrolment information:
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 14 - 25
One 3.0 hours unscheduled online class per week on any day including weekend during the day from week 14 to week 25 and delivered via online.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Individual project (equivalent to 1,500 words) | To be submitted via Turnitin in the LMS link provided | 35 | 02, 03, 04, 06 |
| Individual report (equivalent to 1,500-words) | To be submitted via Turnitin in the LMS link provided | 35 | 01, 02, 03, 04, 05 |
| Group presentation (equivalent to 300 words per student) | To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program | 20 | 01, 02, 03, 06 |
| Short answer test and multiple-choice online tests (equivalent to 500-words total) | One short answer and two multiple-choice tests conducted in the LMS online. | 10 | 01, 02, 03, 04, 05 |
Online (Didasko), 2019, Study Block 8, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Enrolment information:
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 32 - 43
One 3.0 hours unscheduled online class per week on any day including weekend during the day from week 32 to week 43 and delivered via online.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Individual project (equivalent to 1,500 words) | To be submitted via Turnitin in the LMS link provided | 35 | 02, 03, 04, 06 |
| Individual report (equivalent to 1,500-words) | To be submitted via Turnitin in the LMS link provided | 35 | 01, 02, 03, 04, 05 |
| Group presentation (equivalent to 300 words per student) | To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program | 20 | 01, 02, 03, 06 |
| Short answer test and multiple-choice online tests (equivalent to 500-words total) | One short answer and two multiple-choice tests conducted in the LMS online. | 10 | 01, 02, 03, 04, 05 |
Online (Didasko), 2019, Study Block 12, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Enrolment information:
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 49
One 3.0 hours unscheduled online class per week on any day including weekend during the day in week 49 and delivered via online.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Individual project (equivalent to 1,500 words) | To be submitted via Turnitin in the LMS link provided | 35 | 02, 03, 04, 06 |
| Individual report (equivalent to 1,500-words) | To be submitted via Turnitin in the LMS link provided | 35 | 01, 02, 03, 04, 05 |
| Group presentation (equivalent to 300 words per student) | To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program | 20 | 01, 02, 03, 06 |
| Short answer test and multiple-choice online tests (equivalent to 500-words total) | One short answer and two multiple-choice tests conducted in the LMS online. | 10 | 01, 02, 03, 04, 05 |
Online (Didasko), 2019, Study Block 9, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Enrolment information:
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 36 - 47
One 3.0 hours unscheduled online class per week on any day including weekend during the day from week 36 to week 47 and delivered via online.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Individual project (equivalent to 1,500 words) | To be submitted via Turnitin in the LMS link provided | 35 | 02, 03, 04, 06 |
| Individual report (equivalent to 1,500-words) | To be submitted via Turnitin in the LMS link provided | 35 | 01, 02, 03, 04, 05 |
| Group presentation (equivalent to 300 words per student) | To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program | 20 | 01, 02, 03, 06 |
| Short answer test and multiple-choice online tests (equivalent to 500-words total) | One short answer and two multiple-choice tests conducted in the LMS online. | 10 | 01, 02, 03, 04, 05 |
Online (Didasko), 2019, Study Block 10, Online
Overview
Online enrolment: Yes
Maximum enrolment size: N/A
Enrolment information:
Subject Instance Co-ordinator: Malliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 41 - 52
One 3.0 hours unscheduled online class per week on any day including weekend during the day from week 41 to week 52 and delivered via online.
Assessments
| Assessment element | Comments | % | ILO* |
|---|---|---|---|
| Individual project (equivalent to 1,500 words) | To be submitted via Turnitin in the LMS link provided | 35 | 02, 03, 04, 06 |
| Individual report (equivalent to 1,500-words) | To be submitted via Turnitin in the LMS link provided | 35 | 01, 02, 03, 04, 05 |
| Group presentation (equivalent to 300 words per student) | To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program | 20 | 01, 02, 03, 06 |
| Short answer test and multiple-choice online tests (equivalent to 500-words total) | One short answer and two multiple-choice tests conducted in the LMS online. | 10 | 01, 02, 03, 04, 05 |