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IB244 - Managing Customer Service

  • Module code: IB244
  • Module name: Managing Customer Service
  • Department: Warwick Business School
  • Credit: 12, 15

Content and teaching | Assessment | Availability

Module content and teaching

Principal aims

The aims of the module are: to improve your understanding of the effective management of customer service; taking an operations viewpoint, to examine and explore the part of the organisation where services are designed, created and provided; to focus on the role, nature and provision of customer service in both for-profit and public sector organisations; to develop skills and provide techniques for the effective management of customer service.

Principal learning outcomes

By the end of the module you should be able to: demonstrate a basic knowledge and understanding of the main critical works in Customer Service Management, the organisational and strategic context within which customer service managers function, the design and management of customer service operations and processes, the challenge of delivering service quality and effectively managing capacity and methods of measuring service quality and customer satisfaction; analyse case studies to propose potential solutions to Customer Service problems and issues; apply and critically evaluate the concepts and tools for analysing customer service operations and processes; critically evaluate the design and delivery of customer service in a variety of service organisations and contexts; demonstrate an awareness of practical managerial issues in Customer Service; demonstrate decision-making skills regarding design of customer service operations and processes, management of service quality and customer satisfaction, and capacity management; demonstrate problem solving skills developed through analysing business problems in case studies.

Timetabled teaching activities

The module is delivered through one two-hour class per week in which concepts are introduced through the exploration of contemporary examples. Class interaction is encouraged both through preparation of cases prior to the lectures, and through discussion of real-life experiences.

Departmental link

http://www.wbs.ac.uk/students/undergraduate/

Module assessment

Assessment group Assessment name Percentage
12 CATS (Module code: IB244-12)
B (Examination only) IB244 Exam 100%
B3 (Examination only) IB244 Exam (Non Finalists) STAFF USE 100%
B4 (Examination only) IB244 Exam (Finalists) STAFF USE 100%
D (Assessed/examined work) Written Assignment (1000 words) 20%
  IB244 Exam 80%
D3 (Assessed/examined work) Written Assignment (1000 words) (NF) STAFF USE 20%
  IB244 Exam (Non Finalist) STAFF USE 80%
D4 (Assessed/examined work) Written Assignment (1000 words) (F) STAFF USE 20%
  IB244 Exam (Finalist) STAFF USE 80%
VA (Visiting students only) 100% assessed for visiting/exchange students 100%
15 CATS (Module code: IB244-15)
B (Examination only) IB244 Exam 100%
B3 (Examination only) IB244 Exam (Non Finalists) STAFF USE 100%
B4 (Examination only) IB244 Exam (Finalists) STAFF USE 100%
D (Assessed/examined work) Written Assignment (1000 words) 20%
  IB244 Exam 80%
D3 (Assessed/examined work) Written Assignment (1000 words) (NF) STAFF USE 20%
  IB244 Exam (Non Finalist) STAFF USE 80%
D4 (Assessed/examined work) Written Assignment (1000 words) (F) STAFF USE 20%
  IB244 Exam (Finalist) STAFF USE 80%
VA (Visiting students only) 100% assessed for visiting/exchange students 100%

Module availability

This module is available on the following courses:

Core

N/A

Optional Core

N/A

Optional
  • Undergraduate Chemistry with Management (F1N1) - Year 2
  • Undergraduate Chemistry with Management (with Intercalated Year) (F1N2) - Year 2
  • Undergraduate Physics and Business Studies (F3N1) - Year 2
  • Undergraduate Physics and Business Studies (F3N1) - Year 3
  • Undergraduate Physics and Business Studies (with Intercalated Year) (F3ND) - Year 4
  • Undergraduate Chemistry and Business Studies (FN11) - Year 3
  • Chemistry and Business Studies(with Intercalated Year) (FN12) - Year 4
  • Undergraduate Mathematics and Business Studies (with Intercalated Year) (G1N2) - Year 4
  • Undergraduate Mathematics and Business Studies (G1NC) - Year 3
  • Undergraduate Computer and Management Sciences (G5N1) - Year 3
  • Undergraduate Computer and Management Sciences (with Intercalated Year) (G5NA) - Year 4
  • Undergraduate Computer and Business Studies (GN51) - Year 3
  • Undergraduate Computer and Business Studies (with Intercalated Year) (GN5A) - Year 4
  • BSc Engineering and Business Studies (HN11) - Year 3
  • Undergraduate Economics 3 Year Variants (L100) - Year 2
  • Undergraduate Economics, Politics and International Studies (LM1D) - Year 2
  • Undergraduate Economics, Politics and International Studies (LM1D) - Year 3
  • Undergraduate Law and Business Studies (MN31) - Year 2
  • Undergraduate Law and Business Studies (MN31) - Year 3
  • Undergraduate Law and Business Studies (MN32) - Year 2
  • Undergraduate Law and Business Studies (MN32) - Year 3
  • Undergraduate Law and Business Studies (MN32) - Year 4
  • Law and Business Four Year (Qualifying Degree) (MN34) - Year 2
  • Law and Business Four Year (Qualifying Degree) (MN34) - Year 3
  • Law and Business Four Year (Qualifying Degree) (MN34) - Year 4
  • Undergraduate Law and Business Studies with Intercalated Year (3+1) (MN35) - Year 2
  • Undergraduate Law and Business Studies with Intercalated Year (3+1) (MN35) - Year 3
  • Undergraduate Law and Business Studies with Intercalated Year (3+1) (MN35) - Year 4
  • Undergraduate Law and Business Studies with Intercalated Year (4+1) (MN36) - Year 2
  • Undergraduate Law and Business Studies with Intercalated Year (4+1) (MN36) - Year 4
  • Undergraduate Law and Business Studies with Intercalated Year (4+1) (MN36) - Year 5
  • Undergraduate Law and Business Studies (Qualifying Degree) with Intercalated Year (MN37) - Year 2
  • Undergraduate Law and Business Studies (Qualifying Degree) with Intercalated Year (MN37) - Year 4
  • Undergraduate Law and Business Studies (Qualifying Degree) with Intercalated Year (MN37) - Year 5
  • Undergraduate International Business (N140) - Year 2
  • Undergraduate International Business (N140) - Year 4
  • Undergraduate International Business with French (N1R1) - Year 2
  • Undergraduate International Business with French (N1R1) - Year 4
  • Undergraduate International Business with German (N1R2) - Year 2
  • Undergraduate International Business with German (N1R2) - Year 4
  • Undergraduate International Business with Italian (N1R3) - Year 2
  • Undergraduate International Business with Italian (N1R3) - Year 4
  • Undergraduate International Business with Spanish (N1R4) - Year 2
  • Undergraduate International Business with Spanish (N1R4) - Year 4
  • BSc in Management (N201) - Year 2
  • BSc in Management (N201) - Year 3
  • BSc in Management (with Intercalated Year/UPP) (N202) - Year 2
  • BSc in Management (with Intercalated Year/UPP) (N202) - Year 4
  • BSc in International Management (N203) - Year 2
  • BSc in International Management (N203) - Year 4
  • Undergraduate Management (with Foundation Year) (N20A) - Year 3
  • BSc in Management (with Intercalated Year/UPP) (N210) - Year 2
  • BSc in Management (with Intercalated Year/UPP) (N210) - Year 4
  • Undergraduate Information Systems Management and Innovation (N211) - Year 2
  • Undergraduate Information Systems Management and Innovation (N211) - Year 3
  • Undergraduate Information Systems Management and Innovation (with Intercalated Year) (N214) - Year 2
  • Undergraduate Information Systems Management and Innovation (with Intercalated Year) (N214) - Year 3
  • Undergraduate Information Systems Management and Innovation (with Intercalated Year) (N214) - Year 4
  • BSc in Management (N230) - Year 2
  • BSc in Management (N230) - Year 3
  • BSc in Management (with Intercalated Year/UPP) (N231) - Year 2
  • BSc in Management (with Intercalated Year/UPP) (N231) - Year 4
  • BSc in Management (N250) - Year 2
  • BSc in Management (N250) - Year 3
  • BSc in Management (with Intercalated Year/UPP) (N251) - Year 2
  • BSc in Management (with Intercalated Year/UPP) (N251) - Year 4
  • Undergraduate Accounting and Finance (with Foundation Year) (N4N4) - Year 3
  • Undergraduate Accounting and Finance (NN35) - Year 2
  • Undergraduate Accounting and Finance (NN35) - Year 3
  • Undergraduate Accounting and Finance (with Intercalated Year/Undergraduate Partnership Programme) (NN36) - Year 2
  • Undergraduate Accounting and Finance (with Intercalated Year/Undergraduate Partnership Programme) (NN36) - Year 4
  • Undergraduate Accounting and Finance (with Intercalated Year/Undergraduate Partnership Programme) (NN37) - Year 2
  • Undergraduate Accounting and Finance (with Intercalated Year/Undergraduate Partnership Programme) (NN37) - Year 4
  • Undergraduate Philosophy, Politics and Economics (V7ML) - Year 2
  • Undergraduate Philosophy, Politics and Economics (V7ML) - Year 3
  • Undergraduate Philosophy, Politics and Economics (with Intercalated year) (V7MM) - Year 4
  • Undergraduate Philosophy, Politics and Economics (V7MP) - Year 2
  • Undergraduate Philosophy, Politics and Economics (V7MP) - Year 3
  • Undergraduate Philosophy, Politics and Economics (with Intercalated year) (V7MQ) - Year 4
  • Undergraduate Philosophy, Politics and Economics (V7MR) - Year 2
  • Undergraduate Philosophy, Politics and Economics (V7MR) - Year 3
  • Undergraduate Philosophy, Politics and Economics (V7MR) - Year 4
  • Undergraduate Philosophy, Politics and Economics (with Intercalated year) (V7MS) - Year 4
  • Undergraduate Language, Culture and Communication (X3Q5) - Year 3
  • Undergraduate Language, Culture and Communication (with Year Abroad) (X3Q6) - Year 4