Module code : BMSW 5103
Title :- Under standing And Engaging
Word count (or equivalent): 4,500 +/-10% words
Module Learning Outcomes from module syllabus
1. evidence a critical understanding of quality process in the workplace;
2. analyse the customers’ experience of an organisation;
3. critically evaluate the benefits and challenges of developing and maintaining good customer relationships.
BMSW5103 Understanding And Engaging Assignment – UK
Task Description/Scenario:
Customer Service Is a 24/7/365 Affair With the shift to online shopping came a sense of immediacy that extended to customer service inquiries. Online brands do not operate on a 9-5 shift Monday through Friday but rather they are open 24 hours a day 365 days a year. Customers may be ordering from a brand at 3 in the morning and if so they expect customer service staff to be on hand to respond to any inquiries they have. Customer service should be an around the clock effort because your customers are operating in that exact way. Anything that brands provide to customers today, especially from a digital service, is 24/7/365, said Patnam.
In light to the given scenario above you will need to identify an organisation that you either working for now or have worked for in the past. If you have never worked for an organisation then you will need to choose an extracurricular organisation you are involved in, or an alternative organisation that you know a lot about in terms of what happens with in the internal organisation environment (e.g. an organisation your parent partner works for. If you are having problems choosing an organisation, please discuss this with your module lecturer.
Having chosen your organisation and reviewed the brief scenario above you then need to answer the following questions:
BMSW5103 Understanding And Engaging In The Customer Experience Assignment – UK
Task 1
How have internal and external factors affected or influenced your selected organisation’s quality systems and controls for customers to deliver a 24-hour customer service? Your work MUST be evidence based rather than descriptive – Findings and analysis MUST be supported with secondary data and statistics to support answer
BMSW5103 Understanding And Engaging Assignment – UK
Task 2
How can your selected organisation deal with the new customer demand and achieve its business objectives by developing and maintaining good customer relationships 24/7/365?
Report Details:
You need to write a report, which includes each of the following sections:
a) A brief introduction about the chosen organisation
b) Briefly introduce the key marketing theory or theories that will be underpinned in your report such as Marketing mix Ansoff Matrix Communication mix stake holder map Porter’s 5 forces etc.
a) Answer the question by applying the key marketing and customer relationship management theory theories to your chosen organisation i.e. critically analyse internal and external factors that influence your organisations quality systems and controls for customers
b) Identify the systems that support your organisations quality processes and provide a critical under standing of the extent to which you think those systems are effective in meeting customer requirements and maintaining good customer relationships 24/7/365 and other internal and external factors such as Artificial Intelligence (AI)
Ensure that your report:
c) Demonstrates the application of an appropriate level of critical understanding of quality process relating to customer service in the workplace
d) Identifies relevant marketing service theories models methods to analyse the customers’experience of an organisation
e) Critically evaluates the benefits and challenges of developing and maintaining good customer relation ships
f) Is within the requested word limit of 4,500 +/- 10% words.
g) Uses a suitable report structure (including executive summary)
h) Is well presented and professional
i) Uses good grammar, spelling, and punctuation
NOTE: The guidance offered below is linked to the five generic assessment criteria overleaf.
BMSW5103 Understanding And Engaging Assignment – UK
1.Engagement with Literature Skills
Your work must be informed and supported by scholarly material that is relevant to and focused on the task (s) set. You should provide evidence that you have accessed an appropriate range of sources which may be academic govern mental and industrial these sources may include academic journal articles text books current news articles organisational documents and web sites. You should consider the credibility of your sources academic journals are normally highly credible sources while websites require careful consideration selection and should be used sparingly. Any sources you use should be current and up to date mostly published within the last five years or so though seminal important works in the field may be older. You must provide evidence of your research/own reading through out your work using a suitable referencing system including in text citations in the main body of your work and a reference list at the end of your work.
Guidance specific to this assessment : There should be at least 15 academic references to support your work from a variety of valid and reliable sources. A reference list should be provided using Harvard referencing convention.
2.Knowledge and Understanding Skills
At level 5 you should be able to demonstrate :
sound knowledge and critical under standing of the well established concepts and principles of the subject area and the way in which those principles have developed knowledge of the main methods of enquiry in the discipline. Knowledge relates to the facts information and skills you have acquired through your learning. You demonstrate your under standing by interpreting the meaning of the facts & information knowledge.
This means that you need to select & include in your work the concepts techniques models theories etc. appropriate to the task (s) set. You should be able to explain the theories concepts etc. meaning fully to show your under standing. Your mark grade will also depend upon the extent to which you demonstrate your knowledge and under standing.
Guidance specific to this assessment : You will need to select and include the concepts techniques models theories etc. appropriate to the task (s) set which should be related to customer service quality process customer experience and engagement customer relationship management.
BMSW5103 Understanding And Engaging Assignment – UK
3.Cognitive and Intellectual Skills
You should be able to critically analyse information and propose solutions to problems arising from that analysis including the critical evaluation of the appropriateness of different approaches to solving problems. Your work must contain evidence of logical analytical thin king evaluation and synthesis. For example to examine and break information down into parts make inferences compile compare & contrast information.
This means not just describing what! But also justifying: Why? How? When? Who? Where? At what cost? At all times you must provide justification evidence for your arguments and judgements. Evidence that you have reflected upon the ideas of others with in the subject area is crucial to you providing a reasoned and informed debate with in your work. Further more you should provide evidence that you are able to make sound judgements and convincing arguments using data and concepts with an under standing of the limits of knowledge and how this influences analyses and interpretations. Sound valid conclusions are necessary and must be derived from the content of your work. Where relevant mnalternative solutions and recommendations may be proposed.
Guidance specific to this assessment :
You should critically evaluate your sources and draw appropriate conclusions supported by academic references. That is sound valid conclusions are necessary and must be derived from the content of your work.
4.Practical Skills
At level 5 you should be able to use deploy a range of established techniques with in the discipline and apply underlying concepts and principles outside the context in which they were first studied including where appropriate the application of those principles in an employment context.
You should be able to demonstrate how the subject related concepts and ideas relate to real world situations and or a particular context. How do they work in practice? You will deploy models methods techniques and/or theories in that context to assess current situations perhaps to formulate plans or solutions to solve problems or to create artefacts some of which may be creative. This is likely toinvolve for instance the use of real world arte facts examples and cases the application of a model with in an organisation and/or bench marking one theory or organisation against others based on stated criteria. You should show awareness of the limitations of concepts and theories when applied in particular contexts.
BMSW5103 Understanding And Engaging Assignment – UK
Guidance specific to this assessment: You will deploy models methods techniques and/or theories in that context to assess current situations including COVID-19 perhaps to formulate plans or solutions to solve problems or to create artefacts some of which may be creative.
BMSW5103 Understanding And Engaging Assignment – UK
5.Transferable Skills for Life and Professional Practice
Your work must provide evidence of the qualities and transferable skills necessary for employment requiring the exercise of personal responsibility and decision-making.
This includes demonstrating:
professional development to advance existing skills and acquire new competences that will enable you to assume significant responsibility with in organisations that you can initiate and complete tasks and procedures whether individually and/or collaboratively that you can use appropriate media to effectively communicate information arguments and analysis in a variety of forms to specialist and non specialist audiences fluency of expression clarity and effectiveness in presentation and organisation. Work should be coherent and well structured in presentation and organisation.
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