|
*Year
|
TWO/2018
|
MONTH
|
MAY/JUNE
|
|
Subject
|
MGT3604
CUSTOMER RELATIONSHIP MANAGEMENT
|
||
|
Weightage
|
Group Assignment
(25%)
|
Submission
Date
|
Week 10
|
|
Individual Assignment (25%)
|
Week 8
|
||
REGULATIONS
A. Late
Submission
·
A
10% deduction per day of total coursework marks (excluding weekends and public
holidays).
·
Late
submission between 5 to 10 days, results in a 50% deduction of total coursework
marks.
·
Late
submission past 10 days results in an automatic 0% for coursework and the
student will be barred from the final examination.
B.
Deliverables
Students must submit all materials supporting their
coursework listed in the deliverable section.
The INDIVIDUAL
and GROUP (3 - 5 students in a
group) coursework must be entirely your own work. Please make sure
that you are aware of the rules concerning plagiarism. If you are unclear about them, please consult your
program coordinator/lecturer.
- The coursework
should exhibit formal research skills i.e. with a table of content, proper citations, references, and
appendixes.
- The coursework
write up must be able to demonstrate critical analysis and application of
both theory and practical issues to the companies that you have selected.
- Student may
include additional relevant data/information apart from the
proposed guidelines in conjunction to your research. Additional marks will
be awarded for such attempt.
- Your
coursework should not be more than 1500 words.
- All written reports MUST be submitted for similarity checks to Turnitin.
- You should
bind with the coursework cover as the 1st page and standard
marking scheme at the 2nd page; followed by ALL pages of the
Turnitin Originality Report and a CD containing your coursework and
Turnitin reports.
GROUP ASSIGNMENT
Students are required to form a group of THREE to FIVE. You are required to
prepare a report and presentation slides
for the following tasks:
Students are required to identify any company from the industry list (as below) and evaluate the chosen company’s customer
relationship management (CRM) issues. Prepare the cause-and-effect report and
the report should be a professional and concise, imparting the important ideas
and points clearly. Formulate FIVE (5)
recommendations to improve their CRM performance.
Industry List:
·
Food and Beverages
·
Entertainment (Amusement park, Cinema, Circus,
and etc...)
·
Telecommunications (Celcom, Maxis, and etc….)
·
Transportation (Grab, Air Asia, and etc…)
The
report should include:-
(1)
Brief
company background and the industry of the chosen company.
(2)
Describe
FIVE (5) issues of the chosen
company.
(3)
Provide a detail cause-and-effect diagram.
(4)
Propose FIVE
(5) recommendations to improve the business CRM performance.
(5)
Propose
the relevant evaluation and monitoring methods to evaluate the performance of
the plan.
Guidelines
(1)
Students are required to register the chosen company to
the respective lecturer before Week 2 to
avoid any duplication/repetition of the company.
(2)
Your mark in this coursework will carry a 25% weight in the assessment of your
overall performance in this module.
(3)
You will be working on this coursework in a group
basis (3 to 5 in a group).
(4)
The assignment will be in a report format of not
more than 1500 words.
(5)
Appropriate APA
reference and citations will be employed where applicable.
(6)
Your assignment should type written, 1 ½ line spaced,
font 12 Times New Roman and justify aligned. Please do not comb bind.
(7) Students are to provide an executive summary,
table of content, page number, proper heading title for each part answered and
references.
(8)
Use an appropriate cover
sheet with the grading scheme with
the particulars of all group members.
(9)
The assignment will be submitted in class in the Week 10 (during lecture). Softcopy of
the assignment (Microsoft Words), presentation slides and turnitin report
should be burn into a CD. The CD should be attached at the back of the
assignment.
(10)
Your
mark in this report and presentation will carry a 10% and 15% weight respectively in the assessment of your overall
performance in this module.
(11)
Appropriate APA
reference and citations will be employed where applicable.
(12)
Your
presentation must be submitted in a CD with the turnitin report.
(13)
Please
note that marks will be awarded for clarity, professionalism, critical thinking
and innovation.
Academic Dishonesty
As stated in the
faculty Handbook, cheating, including plagiarism
will not be tolerated. All work, including paper summaries, must be your own
work. If you wish to quote a source, you must do so explicitly, and with proper
attribution. Any work that does not meet the requirements set out above will be
treated as a violation of the academic honesty policy for the class, and dealt
with accordingly.
The minimum penalty for a
violation of the academic honesty policy is a zero on the assignment. Other
penalties may include a letter grade reduction, failing the class, or, in
extreme or repeated cases, dismissal from the program/college
Individual
Assignment
Select ANY Small
Medium Enterprise or Multinational Company in Malaysia. You are required to
conduct an analysis towards the chosen company’s loyalty programme. Your report
should include a brief background of the chosen company, the effectiveness of
the existing loyalty programme, issues regarding to the existing loyalty programme
and propose FIVE (5) recommendations
to improve their loyalty programme.
The
report should include:-
(1) Brief company
background and the industry of the chosen company.
(2) Analysis of the
existing loyalty program
(3) Issues regarding to the chosen company’s
loyalty program
(4)
Propose FIVE
(5) recommendations to improve the effectiveness of the loyalty program
Guidelines
(1)
Students are required to register the chosen company to
the respective lecturer before Week 2 to
avoid any duplication/repetition of the company.
(2)
Your mark in this coursework will carry a 25% weight in the assessment of your
overall performance in this module.
(3)
The assignment will be in a report format of not
more than 1500 words.
(4)
Appropriate APA
reference and citations will be employed where applicable.
(5)
Your assignment should type written, 1 ½ line spaced,
font 12 Times New Roman and justify aligned. Please do not comb bind.
(6) Students are to provide an executive summary,
table of content, page number, proper heading title for each part answered and
references.
(7)
Use an appropriate cover
sheet with the grading scheme with
the particulars of all group members.
(8)
The assignment will be submitted in class in the Week 8 (during lecture). Softcopy of
the assignment (Microsoft Words) and turnitin report should be burn into a CD.
The CD should be attached at the back of the assignment.
Academic Dishonesty
As stated in the faculty Handbook,
cheating, including plagiarism will
not be tolerated. All work, including paper summaries, must be your own work.
If you wish to quote a source, you must do so explicitly, and with proper
attribution. Any work that does not meet the requirements set out above will be
treated as a violation of the academic honesty policy for the class, and dealt
with accordingly.
The minimum penalty for a
violation of the academic honesty policy is a zero on the assignment. Other
penalties may include a letter grade reduction, failing the class, or, in
extreme or repeated cases, dismissal from the program/college.
Faculty of Business, Accountancy &
Management (FOBAM)
Course
Details:
Module Code and Title : MGT3604 Customer Relationship Management
Programme of Study :
Lecturer’s Name : Mr. Tan Wei Yet
Semester :
Assignment
Details:
Title of Assignment :
Due Date :
Submission Date :
Type (*Please tick [√]) : Individual Group
Declaration
by student(s):
I/We, hereby declare that the attached
assignment is my/our own work and understand that is I/we am/are suspected
plagiarism or another form of cheating, my/our work will be referred to the
Programme Coordinator/Head of Faculty who may, as a result recommend to the
Examinations Board on academic disciplinary action including expulsion for the
SEGi University and Colleges.
Student’s Details:
Name: _________________________ Student ID: ______________ Signature: ___________
Name: _________________________ Student ID: ______________ Signature: ___________
Name: _________________________ Student ID: ______________ Signature: ___________
Name: _________________________ Student ID: ______________ Signature: ___________
Name: _________________________ Student ID: ______________ Signature: ___________
Name: _________________________ Student ID: ______________ Signature: ___________
 |
Grading
Scheme (Presentation)
Name:
Student Id:
|
Evaluation
Criteria
|
Marks Allocated
|
Marks Awarded
|
Presentation Material/Visual Aids |
|
|
|
Creativity and
attractiveness of slides.
|
5
|
|
|
Integration and synthesis
of information.
|
5
|
|
|
Information is presented
orderly and clearly.
|
10
|
|
Content |
|
|
|
Relevance of answers to the
scenario giving in the case study
·
clearly
explained
·
examples
provided
|
20
20
|
|
Speech |
|
|
|
Correct and consistent use
of appropriate language.
|
3
|
|
|
Clear and confident voice.
|
2
|
|
|
Maintained eye contact
throughout.
|
3
|
|
|
Appropriate body language.
|
2
|
|
Dressing |
|
|
|
Smart and appropriate.
|
10
|
|
Audience Engagement |
|
|
|
Well thought out and
planned.
|
3
|
|
|
Appropriate to the topic.
|
4
|
|
Engaged the audience. |
3
|
|
Question and Answer |
|
|
|
Handled questions with confidence and in a professional
manner.
|
2
|
|
|
Answers are relevant.
|
4
|
|
|
Ability to answer concisely.
|
4
|
|
|
TOTAL
|
100
|
|
Grading
Scheme (Group Assignment)
|
No.
|
Description
of criteria adopted that will be used for the assessment of the assignment
|
Weightings
|
Marks
Allotted by Lecturer
|
|
1.
|
Background/History
|
10%
|
|
|
2.
|
CRM Issues Analysis
|
15%
|
|
|
3.
|
Cause-and-Effect
Analysis
|
25%
|
|
|
4.
|
Strategic Recommendations
|
25%
|
|
|
5.
|
Conclusion
|
10%
|
|
|
6.
|
Critical
evaluation/discussion based on the selection of the topic.
|
10%
|
|
|
7.
|
Report Presentation
Clear and structured writing with proper
grammar, proper titles, table of contents, page numbers, professional
formatting, fonts, proper APA referencing and citations.
|
5%
|
|
|
|
Total
|
100 %
|
|
Grading
Scheme (Individual Assignment)
|
No.
|
Description
of criteria adopted that will be used for the assessment of the assignment
|
Weightings
|
Marks
Allotted by Lecturer
|
|
1.
|
Background/History
|
10%
|
|
|
2.
|
Loyalty Programme
Analysis
|
15%
|
|
|
3.
|
Issues Analysis
|
25%
|
|
|
4.
|
Strategic Recommendations
|
25%
|
|
|
5.
|
Conclusion
|
10%
|
|
|
6.
|
Critical
evaluation/discussion based on the selection of the topic.
|
10%
|
|
|
7.
|
Report Presentation
Clear and structured writing with proper
grammar, proper titles, table of contents, page numbers, professional
formatting, fonts, proper APA referencing and citations.
|
5%
|
|
|
|
Total
|
100 %
|
|