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 StudentsYes

Subject year levelYear Level 2 - UG

Exchange StudentsYes

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

Special conditionsN/A

Readings

Resource TypeTitleResource RequirementAuthor and YearPublisher
ReadingsQuality Customer Service Learner Resource GroupPrescribedDidasko Digital (2019)Didasko Group

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.

Activities:
Online discussion forums, case studies and multi-media activities
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)

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.

Activities:
Online discussion forums, case studies and online exercises
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)

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.

Activities:
Online discussion forums, case studies and multi-media activities
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)

04. Maintain records and reports according to legal and organisational requirements.

Activities:
Online discussion forums, case studies and multi-media activities
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)

05. Make decisions to overcome problems and to adapt to changing customer requirements

Activities:
Online discussion forums, case studies and multi-media activities
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)

Subject options

Select to view your study options…

Start date between: and    Key dates

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

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 15 - 26
One 3.0 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 elementComments% ILO*
Individual project (equivalent to 1,500 words) To be submitted via Turnitin in the LMS link provided40 01, 02, 03, 05
Individual report (equivalent to 1,500-words) To be submitted via Turnitin in the LMS link provided35 01, 02, 03, 04
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. 15 01, 02, 03, 05
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), 2020, Study Block 12, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 50
One 3.0 hours unscheduled online class per week on any day including weekend during the day in week 50 and delivered via online.

Assessments

Assessment elementComments% ILO*
Individual project (equivalent to 1,500 words) To be submitted via Turnitin in the LMS link provided40 01, 02, 03, 05
Individual report (equivalent to 1,500-words) To be submitted via Turnitin in the LMS link provided35 01, 02, 03, 04
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. 15 01, 02, 03, 05
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), 2020, Study Block 10, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 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 elementComments% ILO*
Individual project (equivalent to 1,500 words) To be submitted via Turnitin in the LMS link provided40 01, 02, 03, 05
Individual report (equivalent to 1,500-words) To be submitted via Turnitin in the LMS link provided35 01, 02, 03, 04
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. 15 01, 02, 03, 05
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), 2020, Study Block 11, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 45
One 3.0 hours unscheduled online class per week on any day including weekend during the day in week 45 and delivered via online.

Assessments

Assessment elementComments% ILO*
Individual project (equivalent to 1,500 words) To be submitted via Turnitin in the LMS link provided40 01, 02, 03, 05
Individual report (equivalent to 1,500-words) To be submitted via Turnitin in the LMS link provided35 01, 02, 03, 04
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. 15 01, 02, 03, 05
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), 2020, Study Block 1, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 02 - 13
One 3.0 hours unscheduled online class per week on any day including weekend during the day from week 02 to week 13 and delivered via online.

Assessments

Assessment elementComments% ILO*
Individual project (equivalent to 1,500 words) To be submitted via Turnitin in the LMS link provided40 01, 02, 03, 05
Individual report (equivalent to 1,500-words) To be submitted via Turnitin in the LMS link provided35 01, 02, 03, 04
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. 15 01, 02, 03, 05
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), 2020, Study Block 6, Online

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorMalliga Marimuthu

Class requirements

Unscheduled Online Class Week: 23 - 34
One 3.0 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 elementComments% ILO*
Individual project (equivalent to 1,500 words) To be submitted via Turnitin in the LMS link provided40 01, 02, 03, 05
Individual report (equivalent to 1,500-words) To be submitted via Turnitin in the LMS link provided35 01, 02, 03, 04
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. 15 01, 02, 03, 05
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