SEMESTER APRIL 2019 MKT4023 CUSTOMER RELATIONSHIP MANAGEMENT INDIVIDUAL PROJECT General instructions: 1. This assignment should include cover page and Plagiarism Statement for every assignment. Please refer to Appendices. 2. Plagiarism is defined as the submission or presentation of work, in any form, which is not one’s own, without acknowledgement of the source. Plagiarism is considered an act of academic fraudulence and an offence. NO MARKS will be awarded if student is found to have plagiarized 3. All references and citation shall use APA Referencing Style. 4. The assignment must be able to demonstrate critical analysis, application of both theory and practical issues to the subject. 5. The assignment should have 2000 - 4000 (+/- 10%) words. 6. The assignment must be typed using 1.5 spacing and Times New Roman font size of 12 point. 7. The submission for the assignment is by Tuesday, 16th July 2019. 8. This assignment will contribute 20% to the assessment of coursework. 1 Individual project guidelines: 1. Businesses nowadays require a good customer service as part the support system in handling existing customers as well as providing assistance to new prospects. Listed below is 13 types of service industry. Choose 10 out of 13 service industry. For each of the industry, you are required to: (a) Propose THREE (3) service standards which are based on timeliness, accuracy, and appropriateness. (b) Identify TWO (2) potential sources of information to help define the service standards for an organisation (e.g. loyalty customers, employees, mystery shoppers, management) for each of the service industry. (c) Provide TWO (2) important reasons for having service standards as part of an organisation’s policy in serving its customers for each of the service industry. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. Hospitality - Any service that hosts guests such as a hotel, restaurant or pub. Travel - Travel services such as a flight or tour. Information technology - Information technology is shifting away from products such as packaged software towards services such as software as a service. Transportation - Daily transportation services such as a train, bus, or taxi. Entertainment - Entertainment such as a video game, theme park or movie. Sports - Sports including facilities such as gyms and spectator sports such as professional football. Healthcare - Healthcare services such as a hospital, clinic or doctor's office. Wellness - Wellness related services such as a spa. Financial - Financial services such as a bank that offers bank accounts, loans and investments. Insurance - Services that cover risks for a fee. Marketing & Sales - Marketing services such as event promotion and sales services such as automotive vehicles sales agent. Retail - Retailing such as a clothing or shoes retail outlet. Ecommerce - Any service that conducts business electronically such as a streaming media service or ecommerce retailer. 2 2. The assessment will be made as following: a. Report A report must consist of the following: - A cover page - Plagiarism Statement - Table of content - Page number - The contents of reports are based on the above descriptions b. Format - Font: Times New Roman, size 12 - Spacing:1.5 - Margin: 2.5cm top/bottom, 2.5cm left/right c. Presentation No presentation. 3. Please follow the formatting as attached in the APPENDIX. 3 Programme : Course Code and Title : Semester/Year : Student Name and ID : Title of Assignment : Comments: Assessment criteria Total Percentage marks % /60 /20 Written report 4 Plagiarism Statement I confirm that the submitted works are all our own work and are in our own words. NAME I.D. NUMBER DATE: 5 SIGNATURE WRITTEN REPORT EVALUATION RUBRIC Criteria Professional Appearance and Document Format (e.g. Appropriate binding, Headers/subheadings, margins, table of contents, etc.) Visual Presentation Elements (e.g. Charts, graph, exhibits, figures, etc.) Grammar and Readability (e.g. writing mechanics/ conventions). Clarity of writing. Unacceptable Not formatted to specifications Lacking professional appearance. Levels Acceptable Formatting is generally correct, acceptable professional appearance. Exemplary Assigned format followed explicitly: Exceptional professional appearance. 1 2 3 4 5 6 7 8 9 10 Very few or none: Not well connected or integrated to support the document. 1 2 3 Frequent grammatical errors and misspellings inhibit readability. Informal language, abbreviations and slang are used. 1 2 3 Writing is not clear. It is difficult to understand points being made. The writing lacks transitions, and few examples and/or illustrations are provided to support explanation or recommendations. 1 2 3 Some used in a generally Appropriately used to effectively effective manner to support the illustrate and support the document. document 4 5 6 7 8 9 10 Few grammatical errors and Free of grammatical errors and misspellings (e.g. three or misspellings. Effective verb tense fewer per page). Correct verb used. Uses phrases and tense used. Paragraphs flow construction that delight as well from one to another. Active as inform the reader voice pervasive. Primarily active voice. 4 5 6 7 8 9 10 Writing is generally well Writing is succinct, precise, organized and understood. effectively organized and without Transitions are used to facilitate ambiguity. Transitions, clarity. Some examples explanation and elaboration are and/illustrations are used to extensive to elucidate points. support explanation or Detailed illustrations and/or recommendations. examples are used to support explanation or recommendations. 4 5 6 7 8 9 10 6 Points earned Conclusion or recommendations. References and supporting resources. Fail to draw conclusions or conclusions rely on author’s authority rather than strength of presentation. Draws faulty conclusions. Shows intellectual dishonesty. 1 2 3 Omits research. Reliance on direct quotes rather than integrating concepts into body of text Include biased sources Incomplete or missing Bibliography. 1 2 3 Formulates clear conclusions with adequate support. Assimilates and critically reviews information, uses reasonable judgment, and provides balanced, well justified conclusions. 4 5 6 7 Adequate number of current sources References generally cited correctly with minor corrections. 8 9 10 Shows intellectual honesty Attributes sources completely and properly. Wide range of current and relevant sources used. All sources cited properly. 4 5 6 7 8 9 10 Total points 7 /60