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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.

School: La Trobe Business School (Pre 2022)

Credit points: 15

Subject Co-ordinator: Malliga Marimuthu

Available to Study Abroad/Exchange Students: Yes

Subject year level: Year Level 2 - UG

Available as Elective: No

Learning Activities: N/A

Capstone subject: No

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

Quota Management Strategy: N/A

Quota-conditions or rules: N/A

Special conditions: N/A

Minimum credit point requirement: N/A

Assumed knowledge: N/A

Learning resources

Quality Customer Service Learner Resource Group

Resource Type: Book

Resource Requirement: Prescribed

Author: Didasko Digital

Year: 2019

Edition/Volume: N/A

Publisher: Didasko Group

ISBN: N/A

Chapter/article title: N/A

Chapter/issue: N/A

URL: N/A

Other description: N/A

Source location: N/A

Career Ready

Career-focused: No

Work-based learning: No

Self sourced or Uni sourced: N/A

Entire subject or partial subject: N/A

Total hours/days required: N/A

Location of WBL activity (region): N/A

WBL addtional requirements: N/A

Graduate capabilities & intended learning outcomes

Graduate Capabilities

COMMUNICATION - Communicating and Influencing
INQUIRY AND ANALYSIS - Creativity and Innovation
INQUIRY AND ANALYSIS - Critical Thinking and Problem Solving
INQUIRY AND ANALYSIS - Research and Evidence-Based Inquiry
PERSONAL AND PROFESSIONAL - Ethical and Social Responsibility

Intended Learning Outcomes

01. Identify and analyse internal and external customers and their requirements, developing strategies in line with organisational planning to gain customer feedback on products and service and monitor progress in achieving targets and standards.
02. Develop, acquire and use resources productively in providing quality products and services to customers. Ensure plans achieve customer agreed quality, cost and time specifications.
03. 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.
04. Maintain records and reports according to legal and organisational requirements.
05. Make decisions to overcome problems and to adapt to changing customer requirements

Online (Didasko), 2020, Study block 1, Online

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Subject Instance Co-ordinator: Malliga 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 elementCommentsCategoryContributionHurdle%ILO*

Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo40SILO1, SILO2, SILO3, SILO5

Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo35SILO1, 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/AN/AN/ANo15SILO1, 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/AN/AN/ANo10SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2020, Study block 10, Online

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Subject Instance Co-ordinator: Malliga 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 elementCommentsCategoryContributionHurdle%ILO*

Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo40SILO1, SILO2, SILO3, SILO5

Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo35SILO1, 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/AN/AN/ANo15SILO1, 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/AN/AN/ANo10SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2020, Study block 4, Online

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Subject Instance Co-ordinator: Malliga 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 elementCommentsCategoryContributionHurdle%ILO*

Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo40SILO1, SILO2, SILO3, SILO5

Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo35SILO1, 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/AN/AN/ANo15SILO1, 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/AN/AN/ANo10SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2020, Study block 6, Online

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Subject Instance Co-ordinator: Malliga 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 elementCommentsCategoryContributionHurdle%ILO*

Individual project (equivalent to 1,500 words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo40SILO1, SILO2, SILO3, SILO5

Individual report (equivalent to 1,500-words)To be submitted via Turnitin in the LMS link provided

N/AN/AN/ANo35SILO1, 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/AN/AN/ANo15SILO1, 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/AN/AN/ANo10SILO1, SILO2, SILO3, SILO4, SILO5