BS1S88 - Customer Service and Quality Systems 01 Sep 2018 - 31 Aug 2026 | Version 3
Associated Module Information
| Module Code: | BS1S88 | ||
|---|---|---|---|
| Module Title: | Customer Service and Quality Systems | ||
| Faculty: | Faculty of Business and Creative Industries | ||
| Faculty Group: | Business Management | ||
| Faculty Sub Group: | Business Management | ||
| Module Leader: | Mary Hedderman | ||
| Module Team: | David Phillips, Sarah Campbell, Laurence Blake | ||
| First Intended Intake: | JUN 2016 | Final Year of Intake: | |
| Date Closed: | |||
| Credit Value: | 20 | Credit Level: | 4 |
| Language: | English | ||
| Percentage of Module Taught in Welsh: | 0 | ||
| Equivalent Module: | |||
| HECOS codes: | 100078 - business and management | ||
| HECOS Code Weighting: | 100 | ||
Document Version Information
| Version | 3 |
|---|---|
| Valid From | 01 Sep 2018 |
| Valid To | 31 Aug 2026 |
Module Aims
• To understand the importance of customer service excellence as a key differentiator to any business and service sector
• To examine and understand the issues affecting customers, intermediaries, employees and shareholders (and any other stakeholders), directly related to developing the customer focused culture of any organisation.
• To provide knowledge and develop understanding of quality assurance and inspection processes within the service sector context.
Content Summary
Learning and Teaching Methods
| Activity Type | Hours |
|---|---|
| Seminar | 48 |
| Independent Study | 80 |
| Directed Study | 72 |
| Total Hours Selected | 200 |
Learning Outcomes
| # | Learning Outcome |
|---|---|
| LO1 | • To demonstrate knowledge and develop understanding of quality assurance and inspection processes within the global service sector context. |
| LO2 | • To understand and analyse the factors that may lead to customer service excellence in a service sector context. |
Module Requisites
N/A
Assessment Criteria
| Assessment Category | Assessment Type | Description | Duration | Word Count | Weight (%) | Best of? | Pass Mark |
|---|---|---|---|---|---|---|---|
| Oral Assessment (CW) | Presentation (CW) 1 | Presentation detailing “secret shopper” experiences | 15 | N/A | 40 | No | 40 |
| Written Assignment (CW) | Essay (CW) 1 | Topical essay relating to Customer & Quality systems | 0 | 2400 | 60 | No | 40 |
Assessment Matrix
| Assessment Type | Learning Outcomes | ||
|---|---|---|---|
| LO1 | LO2 | ||
| Presentation (CW) 1 | ✔ | ✔ | |
| Essay (CW) 1 | ✔ | ✔ | |