QUALITY CUSTOMER SERVICE

BUS2QCX

2021

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 ActivitiesOnline discussion forums, case studies, multi-media activities and online exercises.

Capstone subjectNo

Subject particulars

Subject rules

Prerequisites Student must be enrolled in one of the following courses: LBAB;LBABM;LBABK;LDAB; LAAB;SBAIO;SAAIO;SDAIO

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

Readings

Quality Customer Service Learner Resource Group

Resource TypePrescribed

Resource RequirementN/A

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

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

Subject options

Select to view your study options…

Start date between: and    Key dates

Online (Didasko), 2021, 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 h 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, 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 h 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 11, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 45 - 0
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 45 to week 0 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 12, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 50 - 0
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 50 to week 0 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 2, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 6 - 17
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 6 to week 17 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 3, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 10 - 21
One 3.00 h 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 elementCommentsCategoryContributionHurdle% ILO*

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

N/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, 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 h 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 5, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 19 - 30
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 19 to week 30 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 6, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 24 - 35
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 24 to week 35 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 7, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 28 - 39
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 28 to week 39 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 8, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 32 - 43
One 3.00 h 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 elementCommentsCategoryContributionHurdle% ILO*

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

N/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5

Online (Didasko), 2021, Study block 9, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online ClassWeek: 37 - 48
One 3.00 h unscheduled online class per week on any day including weekend during the day from week 37 to week 48 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/AOtherIndividualNo40 SILO1, SILO2, SILO3, SILO5

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

N/AReportIndividualNo35 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/AOral presentationGroupNo15 SILO1, SILO2, SILO3, SILO5

Online exercises (equivalent to 500-words total) Between 2-4 online exercise(s) which may include multiple choice quiz, short answer test, critical reflection, forum participation

N/AOtherIndividualNo10 SILO1, SILO2, SILO3, SILO4, SILO5