Module Descriptors
WORK BASED PROJECT (CUSTOMER SERVICE AND CONTACT CENTRE MANAGEMENT)
ORGB50046
Key Facts
Faculty of Business, Education and Law
Level 5
30 credits
Contact
Leader: John Cooper
Email: J.Cooper@staffs.ac.uk
Hours of Study
Scheduled Learning and Teaching Activities: 18
Independent Study Hours: 282
Total Learning Hours: 300
Assessment
- PROJECT weighted at 70%
- PRESENTATION - INDIVIDUAL weighted at 20%
- REFLECTIVE ASSIGNMENT weighted at 10%
Module Details
Module Resources
Staffordshire University electronic resources and off-campus library facilities
Learning support material will be provided for the module including access to VLE material.
Learning support material will be provided for the module including access to VLE material.
Module Learning Strategies
The learning strategy for the module requires students to commit 300 learning hours (including assessment).
The first part of the module will focus on establishing the objectives of the project, and the examination of potential customer service contact centre issues There will be 6 x 2 hour sessions incorporating lectures and workshops focusing on the investigation process and the key aspects relating to the coursework assignment and the production of a brief for the project.
The remaining part of the module will focus on the development and potential implementation of the project, with one 4 hour progress tutorial to discuss common issues.
There will also be an opportunity for up to 2 hours of one-to-one discussions with the Module Tutor regarding the specific details of your investigation and proposed project.
The first part of the module will focus on establishing the objectives of the project, and the examination of potential customer service contact centre issues There will be 6 x 2 hour sessions incorporating lectures and workshops focusing on the investigation process and the key aspects relating to the coursework assignment and the production of a brief for the project.
The remaining part of the module will focus on the development and potential implementation of the project, with one 4 hour progress tutorial to discuss common issues.
There will also be an opportunity for up to 2 hours of one-to-one discussions with the Module Tutor regarding the specific details of your investigation and proposed project.
Module Texts
Gill,J.and Johnson,P. (2002) Research Methods for Managers, Sage
Saunders, M., Lewis,P. and Thornhill,A. (2006), Research Methods for Business Students, 3rd Edition, Financial Times Prentice Hall
Saunders, M., Lewis,P. and Thornhill,A. (2006), Research Methods for Business Students, 3rd Edition, Financial Times Prentice Hall
Module Indicative Content
A student will be examining (and implementing where possible) a project focusing on an aspect(s) of customer service / contact centre management relating to the workplace.
The project will be based on the proposal submitted and approved as part of the Project Proposal module. The aim is to allow students, to investigate an aspect or aspects of study which will specifically meet their own learning and development needs. The project should focus on the one or more of the key customer service / contact centre management functions which have been studied on the award, together with work based experiential learning, thereby enhancing knowledge and skills in the context of the student's workplace.
There will be no new learning material relating to these aspects. However students will be required to refer to the learning material in the modules where the aspects of the project were studied.
The project will be based on the proposal submitted and approved as part of the Project Proposal module. The aim is to allow students, to investigate an aspect or aspects of study which will specifically meet their own learning and development needs. The project should focus on the one or more of the key customer service / contact centre management functions which have been studied on the award, together with work based experiential learning, thereby enhancing knowledge and skills in the context of the student's workplace.
There will be no new learning material relating to these aspects. However students will be required to refer to the learning material in the modules where the aspects of the project were studied.
Module Additional Assessment Details
A project report detailing the examination of the chosen aspect(s) of customer service / contact centre management (3000 words) (70%) (Learning Outcomes 1 & 2)
A Presentation (10 mins) (20%) (Learning Outcome 2)
Reflective statement (500 words) (10%) (Learning Outcome 3)
A Presentation (10 mins) (20%) (Learning Outcome 2)
Reflective statement (500 words) (10%) (Learning Outcome 3)