HANDBOOK - Wellington Institute of Technology

Topic 4:Integration of a service philosophyLearning Outcome(s):Understand the issues around cross functional assimilation of a service cultureAssessment criteria:4.1 Discuss issues in developing an organisation wide customer service philosophy4.2 Identify appropriate leadership and management approaches to integration4.3 Discuss the challenges in controlling the performance quality of humaninteractionsTopic 5:Service DeliveryLearning Outcome(s):Understand the practicalities of service deliveryAssessment criteria:5.1 Explore the resource implications of service delivery5.2 Discuss outsourcing as a technique for the delivery of services5.3 Examine the challenges of the extended marketing mix (7p’s)5.4 Discuss the impact of complexity and divergence of serviceStudent Resources:Recommended texts and other resources are listed in the course outline.Assessment:Assessment Type Weighting OutcomesOne Test 30% 1, 2, 3Two Case study 20% 2, 3Three Exam 50% 1, 4, 5Reporting Grades:Grade Key 3Successful Completion of Course:Students must achieve a minimum of a C grade.