ASSIGNMENT: Individual Essay
Taking your organisation as a basis, please answer the following questions:
- Who are your customers?
- How does the supply chain in your organisation offer a high level of customer service?
- Discuss how your organisation manages customer relationships.
Learning Outcomes
Upon completing this assignment, students should be able to:
- Demonstrate an ability to manage resources effectively, efficiently and sensitively including time, data and resources.
- Appreciate the role of customer service for the betterment of organisational performance.
- Critique the performance attributes and aspirations of your organisation.
- Assess the possibilities for gaining competitive advantage from increased customer care focus and performance.
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Modules Involved: MANG1708 Introduction to Customer Service
Group/individual: Individual
Supervision: Lecturer is available at all times to discuss any possible issues.
Submission Method: Essay via Brightspace
Weight: 20%
Referencing and Bibliography: Assignment must include in-text citations and bibliography where applicable.
Ethics and Academic Integrity: All work must conform to the expected levels of ethics and academic integrity as confirmed in class and the student handbook.
Word Count: 1500 (+/- 10%)
Submission Date: 9th Dec 2025 @ 23:59. Late submission marked in accordance with university regulations.
Confidentiality: All essays treated with strict confidentiality – no onus on student to share confidential information.
Marking Criteria
| CRITERIA | 86-100 | 71-85 | 56-70 | 41-55 | below 40 |
| REPORT | |||||
| Organisation &
Cohesion |
Professional report, high standards paper/ presentation
and good outcome of critical & strategic thinking. Support materials provided. |
Semi Professional, generally high standards and outcome. | Acceptable; could have used more evidence to support it. | Satisfactory standard.
Not a lot of effort put in. The result lacks clarity and focus. Some evidence (support materials provided). |
Poor overall. Not explained
appropriately Lack of support materials. |
| Layout | Professional outlook, clear headings and subheadings,
Cover page, Introduction, Main Body, Conclusion. |
Semi Professional, good layout, some errors in headings and
font consistency (introduction, Main body and conclusion). |
Reasonable structure and delivery, missing headlines and font inconsistency
(some missing parts of main body). |
Some structure is available but not
apparent (no bold font usage, no page utilisation). |
Inappropriate layout. |
| Evaluation | Outstanding understanding of major concepts, analyses
concepts and issues critically, develops own arguments persuasively, shows originality. |
Shows a sound understanding of major concepts and the
ability to describe and analyze them critically; develops arguments logically and critically; evaluates arguments. |
Shows some understanding of major concepts and analyze
them critically; develops arguments adequately; attempts to evaluate arguments. |
Shows some understanding of major concepts but describes rather than analyzing
them critically; little development of arguments; little or no attempt to evaluate arguments. |
Shows little understanding of
major concepts and lacks any ability to analyze them critically; arguments not developed; no attempt to evaluate arguments. |
| Question handling | Question handled in an outstanding manner. Included examples and theory. | Question handled very well. Included examples. | Average. Limited response to question in some
respects; difficulty linking to theory or examples. |
Seriously limited response to question. Answering with some relevance. Inability to link to more theories. | Little or no response to
question. Inability to understand questions and produce appropriate answers or links. |
| Research | Further research and information obtained from
different sources. Further material provided to support a case or argument. Utilized information to enhance the project. |
Obvious further research; provided few sources and
information outside school materials to support a case or argument. |
Acceptable outsourced information; Obvious
further research that had some impact on supporting a case or argument. |
Limited extra research and very little amount of extra information, which added some extra value to the case or argument. | No further research. |
Due Date – 6th January 2025