bus2qcx quality customer service
QUALITY CUSTOMER SERVICE
BUS2QCX
2020
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.
SchoolLa Trobe Business School
Credit points15
Subject Co-ordinatorMalliga Marimuthu
Available to Study Abroad/Exchange StudentsYes
Subject year levelYear Level 2 - UG
Available as ElectiveNo
Learning ActivitiesN/A
Capstone subjectNo
Subject particulars
Subject rules
Prerequisites Student must be enrolled in one of the following courses: LBAB, LBABM, LBABK, LDAB, LAAB
Co-requisitesN/A
Incompatible subjectsN/A
Equivalent subjectsN/A
Quota Management StrategyN/A
Quota-conditions or rulesN/A
Special conditionsN/A
Minimum credit point requirementN/A
Assumed knowledgeN/A
Learning resources
Quality Customer Service Learner Resource Group
Resource TypeBook
Resource RequirementPrescribed
AuthorDidasko Digital
Year2019
Edition/VolumeN/A
PublisherDidasko Group
ISBNN/A
Chapter/article titleN/A
Chapter/issueN/A
URLN/A
Other descriptionN/A
Source locationN/A
Career Ready
Career-focusedNo
Work-based learningNo
Self sourced or Uni sourcedN/A
Entire subject or partial subjectN/A
Total hours/days requiredN/A
Location of WBL activity (region)N/A
WBL addtional requirementsN/A
Graduate capabilities & intended learning outcomes
Graduate Capabilities
Intended Learning Outcomes
Subject options
Select to view your study options…
Online (Didasko), 2020, Study block 1, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 2 - 13
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 2 to week 13 and delivered via online.
Assessments
Assessment element | Category | Contribution | Hurdle | % | ILO* |
---|---|---|---|---|---|
Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO5 |
Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Group presentation (equivalent to 500 words per student)To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program. Approximately 5 minutes per student presentation time. | N/A | N/A | No | 15 | SILO1, SILO2, SILO3, SILO5 |
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. | N/A | N/A | No | 10 | SILO1, SILO2, SILO3, SILO4, SILO5 |
Online (Didasko), 2020, Study block 10, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 41 - 52
One 3.00 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 | Category | Contribution | Hurdle | % | ILO* |
---|---|---|---|---|---|
Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO5 |
Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Group presentation (equivalent to 500 words per student)To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program. Approximately 5 minutes per student presentation time. | N/A | N/A | No | 15 | SILO1, SILO2, SILO3, SILO5 |
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. | N/A | N/A | No | 10 | SILO1, SILO2, SILO3, SILO4, SILO5 |
Online (Didasko), 2020, Study block 4, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 15 - 26
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 15 to week 26 and delivered via online.
Assessments
Assessment element | Category | Contribution | Hurdle | % | ILO* |
---|---|---|---|---|---|
Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO5 |
Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Group presentation (equivalent to 500 words per student)To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program. Approximately 5 minutes per student presentation time. | N/A | N/A | No | 15 | SILO1, SILO2, SILO3, SILO5 |
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. | N/A | N/A | No | 10 | SILO1, SILO2, SILO3, SILO4, SILO5 |
Online (Didasko), 2020, Study block 6, Online
Overview
Online enrolmentYes
Maximum enrolment sizeN/A
Subject Instance Co-ordinatorMalliga Marimuthu
Class requirements
Unscheduled Online ClassWeek: 23 - 34
One 3.00 hours unscheduled online class per week on any day including weekend during the day from week 23 to week 34 and delivered via online.
Assessments
Assessment element | Category | Contribution | Hurdle | % | ILO* |
---|---|---|---|---|---|
Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 40 | SILO1, SILO2, SILO3, SILO5 |
Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided | N/A | N/A | No | 35 | SILO1, SILO2, SILO3, SILO4 |
Group presentation (equivalent to 500 words per student)To be submitted via Turnitin in the LMS link provided and a group presentation assessed through Zoom/Skype or similar program. Approximately 5 minutes per student presentation time. | N/A | N/A | No | 15 | SILO1, SILO2, SILO3, SILO5 |
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. | N/A | N/A | No | 10 | SILO1, SILO2, SILO3, SILO4, SILO5 |