The learning strategy for this module requires students to commit 150 learning hours (including assessment). This will include 24 hours of class support and 126 hours of independent and self directed study. The class sessions will include formal lectures, case study analysis and group discussions based on student experiences in the subject area. Students will be encouraged to integrate their work based experiences with new knowledge and skills developed in the classroom as the module progresses.

The module examines the structure of organisations and how different functions link together with a particular emphasis on how the contact centre impacts on the whole business. It also introduces budget management and the factors that affect the profit of the company.

- Organisational structure and linkages
- Links between service/sales/HR/finance/strategy etc.
- key dependencies and deliveries
- Impact of contact centre on the overall business
- Introduction to budgets
- Introduction to key performance measures including KPIs, key statistics etc
- Factors that impact on profit, productivity, budgets, HR implications
- Awareness of business planning
- Working within budgets
- Implication of overspend/underspend in budget management

Staffordshire University electronic resources and off-campus library facilities
Learning support material will be provided for the module including access to VLE material.

Farrel, D, & Hoffmann, E, (2007) Operations and Management Principles for Contact Centres, Juta Legal and Academic Publishers

A work based report (1500 words) that examines factors impacting on business performance and uses performance statistics/information to inform improvement action. (100%) (Learning outcomes 1-3)