Module Descriptors
MANAGING CUSTOMER VALUE
XXXX57061
Key Facts
Faculty of Business, Education and Law
Level 5
15 credits
Hours of Study
Scheduled Learning and Teaching Activities: 36
Independent Study Hours: 114
Total Learning Hours: 150
Assessment
- GROUP PRESENTATION weighted at 50%
- CLASS-TEST weighted at 50%
Module Details
Module Learning Strategies
The learning strategy for the module requires students to commit 150 learning hours (including assessment) of this there will be 36 hours of class support and 114 hours of independent and self directed study. Support will also be given by access to Scheduled Tutor Office Hours to support the module.
12 hours of lectures/large group based activity
12 hours of formal lectures
12 hours of tutor led activity - workshops and case study activity
Learning support material will be provided for the module.
The lecture / tutorial pattern may vary with some activities taking place in medium sized workshop groups.
There will be formative assessment to monitor progress during the module, in addition to the summative assessment (oral presentation short report and exam)
The contact hours will be different for part-time students as they will have work related experience.
12 hours of lectures/large group based activity
12 hours of formal lectures
12 hours of tutor led activity - workshops and case study activity
Learning support material will be provided for the module.
The lecture / tutorial pattern may vary with some activities taking place in medium sized workshop groups.
There will be formative assessment to monitor progress during the module, in addition to the summative assessment (oral presentation short report and exam)
The contact hours will be different for part-time students as they will have work related experience.
Module Indicative Content
Understanding and Defining Customer Value:
Defining `value' from the perspective of both the customer (consumer and business to business).
Understanding and defining customer expectations:
Identifying where `value' can be provided to the customer.
Delivering and Managing Customer Value:
Planning how to deliver and manage customer value.
Delivery mechanisms: product, service, and distribution through suppliers, processes and people.
Managing the resources, knowledge and processes that deliver customer value: Innovation and product development, supply chain management, service quality.
Maintaining and Controlling Customer Value:
The role of performance and quality standards: Total Quality Management, JIT, Service quality, customer perception analysis.
Linking organisational culture to service deliver and corporate responsibility
Defining `value' from the perspective of both the customer (consumer and business to business).
Understanding and defining customer expectations:
Identifying where `value' can be provided to the customer.
Delivering and Managing Customer Value:
Planning how to deliver and manage customer value.
Delivery mechanisms: product, service, and distribution through suppliers, processes and people.
Managing the resources, knowledge and processes that deliver customer value: Innovation and product development, supply chain management, service quality.
Maintaining and Controlling Customer Value:
The role of performance and quality standards: Total Quality Management, JIT, Service quality, customer perception analysis.
Linking organisational culture to service deliver and corporate responsibility
Module Additional Assessment Details
The presentation assessment will be case study based and examine aspects of service operations management. This will comprise:
A group based oral presentation and group 1000 word report at the end of
Semester 1 (Learning Outcome 1, 2, 3 & 4) 50%
A one hour multi choice Class Test at the end of Semester 1 (Learning Outcomes 1, & 4) 50%
A group based oral presentation and group 1000 word report at the end of
Semester 1 (Learning Outcome 1, 2, 3 & 4) 50%
A one hour multi choice Class Test at the end of Semester 1 (Learning Outcomes 1, & 4) 50%
Module Texts
Johnston R. & Clark P. (2001). Service Operations Management. FT Prentice Hall. (ISBN 0273646575)
Slack N., Chambers S. & Johnson R. (2004). Operations Management, 4th Edition. Pearson Education. (ISBN 027379066)
Slack N., Chambers S. & Johnson R. (2004). Operations Management, 4th Edition. Pearson Education. (ISBN 027379066)
Module Resources
Business Library
Internet
PC with 'Office' software
Case Library
Internet
PC with 'Office' software
Case Library