CENTRE FOR CERTIFIED PROFESSIONAL PROGRAMME (CCPP) COURSE OUTLINE

A Great Place to Learn.

PROGRAMME: DURATION: DAY(S): MODE: COMPONENT: LECTURER: CAMPUS:

Lecture Number Lecture Day & Date

ABE - BM - Level 5 Diploma

1:00 pm - 3:30 pm

Contract Hours: Actual Hours:

50 50

Saturday Saturday Marketing Curtis Leach Trincity Campus

Time Hrs Cum Hrs Lecture Topic (s)

SAT

29-Jun-2013

1:00 pm - 3:30 pm

2.5

2.50

Development of Marketing/Developing a Mkg. Orientation

SAT

6-Jul-2013

1:00 pm - 3:30 pm

2.5

5.00

Synergy with other Organization Functions/Org. for Mkg.

No./ Type Important Concepts/ Ideas to know/ Learning Expected Other Matters Questions of Outcomes Reading Session 1 / Lt Introductions Define Marketing Explore the Chapter 1 development of Marketing Development of a marketing orientation 2 / Lt Strategic implications of a marketing orientation Past Paper Determine how to create synergy with other Chapter 1 Take Home organization functiions Explore assignment the alternative structures for marketing 3 / Lt Investigate how the macro environmental factord Chapter 2 affect marketing Explain the benerfits of conducting a SWOT analysis Explore the bases and the criteria for segmentation Define the 7Ps and 7Cs Explain the hierarchy of strategy Organizational stance and positioning and effects on marketing strategy Types of marketing strategies Evolving marketing objectives Explain the factors influencing marketing objectives Examine models for formulating marketing strategy Exploring portfolio analysis models Explore the steps in the developmenp of a marketing Plan Explain the importance of internal marketing in implememting the marketing plan Factors in controlling the marketing effort Evaluating the marketing performance Define research Explain the research process Investigating sources of information Past Paper Take Home assignment

SAT

13-Jul-2013

1:00 pm - 3:30 pm

2.5

7.50

External Fators affecting Mkg.

4 / Lt

SAT

20-Jul-2013

1:00 pm - 3:30 pm

2.5

10.00

SWOT/The Marketing Mix

5 / Lt

Chapter 2

SAT

27-Jul-2013

1:00 pm - 3:30 pm

2.5

12.50

Integration of Markting Strategies

Chapter 3

6 / Lt 6 SAT 3-Aug-2013 1:00 pm - 3:30 pm 2.5 15.00

Tools for Formulating Marketing Strategies

Chapter 3

Past Paper Take Home assignment

7 / Lt 7 SAT 10-Aug-2013 1:00 pm - 3:30 pm 2.5 17.50

Developing Marketing Programmes

8 / Lt

Chapter 4

SAT

17-Aug-2013

1:00 pm - 3:30 pm

2.5

20.00

Implementing and Controlling the Marketing Plan

9 / Lt

Chapter 4

Past Paper Take Home assignment

SAT

24-Aug-2013

1:00 pm - 3:30 pm

2.5

22.50

The Research Process INDEPENDENCE DAY Research Methods/Marketing Information Systems

10 / Lt

Chapter 5

SAT

31-Aug-2013

10

SAT

14-Sep-2013

2.5

25.00 11/ Lt

11

SAT

21-Sep-2013

1:00 pm - 3:30 pm

2.5

27.50

Consumer Buying Process and its Influences

Describe research methods Examine the process in recruiting an external research agency Chapter 5 Explain the importance of the Marketing Information Systems Explain the consumer buying process Investigate the influences on the individual's buying Chapter 6 behaviour Determine the classification of consumers

Past Paper Take Home assignment

CENTRE FOR CERTIFIED PROFESSIONAL PROGRAMME (CCPP) COURSE OUTLINE

A Great Place to Learn.

PROGRAMME: DURATION: DAY(S): MODE: COMPONENT: LECTURER: CAMPUS:

Lecture Number Lecture Day & Date

ABE - BM - Level 5 Diploma

1:00 pm - 3:30 pm

Contract Hours: Actual Hours:

50 50

Saturday Saturday Marketing Curtis Leach Trincity Campus

Time Hrs Cum Hrs Lecture Topic (s)

No./ Type Important Concepts/ Ideas to know/ Learning Expected Other Matters of Outcomes Reading Session 12 / Lt Evaluate models of consumer behaviour Explain the differences between organizational and Chapter 6 consumer buying Examine what influences organizational buying Define what is a product Explain the difference between a product and a service Chapter 7 Examine the classification of products Evaluate product management decisions Define what is a brand Explain branding strategies Define and explain the PLC Examine the strategies at Chapter 7 the different stages of the PLC The importance of New Product Development 15 / Lt What does a price represent to different managers Examine what influences the pricing decision Pricing policies and strategies Determining distribution strategies Explain channels of distribution Examine responsibilities of intermediaries

Questions

12

SAT

28-Sep-2013

1:00 pm - 3:30 pm

2.5

30.00

Psychology of Consumer Behaviour

13 / Lt

Past Paper Take Home assignment

13

SAT

5-Oct-2013

1:00 pm - 3:30 pm

2.5

32.50

Product Matters

14 / Lt Past Paper Take Home assignment

14

SAT

12-Oct-2013

1:00 pm - 3:30 pm

2.5

35.00

The PLC/New Product Development

15

SAT

19-Oct-2013

1:00 pm - 3:30 pm

2.5

37.50

Pricing Strategies
16 / Lt

Chapter 8

16

SAT

26-Oct-2013

1:00 pm - 3:30 pm

2.5

40.00

Distribution Strategies
17 / Lt

Chapter 9

Past Paper Take Home assignment

17

SAT

2-Nov-2013

1:00 pm - 3:30 pm

2.5

42.50

Marketing Communication Strategies

Determine promotional strategies Determining above the line and below the line promotional mix Explain the communication process Evaluate Chapter 10 types of promotion and their advantages and disadvantages Examine the characteristics of a service Explain the extended services marketing mix Describe how to create value in a service organization Examine the changing environment and the effects on marketing strategy Evaluate ethical issues and the downside of internet marketing Revision Past Paper Take Home assignment

18 / Lt 18 SAT 9-Nov-2013 1:00 pm - 3:30 pm 2.5 45.00

Services Marketing
19 / Lt

Chapter 11

19

SAT

16-Nov-2013

1:00 pm - 3:30 pm

2.5

47.50

Marketing and New Technologies

20 / Lt

Chapter 12

20

SAT

23-Nov-2013

1:00 pm - 3:30 pm

2.5

50.00

Review

Key / Legend Lt = Lecture

T=Tutorial

Lb = Lab

EP = Exam Prep

________________________________ Lecturer Signature

________________________________ Course Administrator Signature

CENTRE FOR CERTIFIED PROFESSIONAL PROGRAMME (CCPP) COURSE OUTLINE

A Great Place to Learn.

PROGRAMME: DURATION: DAY(S): MODE: COMPONENT: LECTURER: CAMPUS:

Lecture Number Lecture Day & Date

ABE - BM - Level 5 Diploma

1:00 pm - 3:30 pm

Contract Hours: Actual Hours:

50 50

Saturday Saturday Marketing Curtis Leach Trincity Campus

Time Hrs Cum Hrs Lecture Topic (s)

No./ Type Important Concepts/ Ideas to know/ Learning Expected Other Matters of Outcomes Reading Session

Questions

________________________________ Date Submitted

_________________________________ Date received

Last Notes: SBCS reserves the right to make changes to the information contained herein. Any changes effected to the information contained herein will be made known to all students concerned via class announcement. It is thus the responsibility of the student to attend all classes and to keep abreast of matters should they be absent from any class session. Students are advised and encouraged to contact their fellow classmates for updates where class sessions have been missed. Date syllabus last modified: Jan 3, 2012

________________________________ Unit Manager Signature

________________________________ Quality Assurance Manager Signature

_________________________________ Executive Director Signature

________________________________ Date received

________________________________ Date received

_________________________________ Date received

at Place to Learn.

Items Due For Next Class

Read Chapter 2

Revise Chapter 1

Read Chapter 3

Revise Chapters 1&2

Read Chapter 4

Revise Chapters 1-3

Read Chapter 5

Revise Chapters 1-4

Read Chapter 6

Revise Chapterr 1-5

at Place to Learn.

Items Due For Next Class

Read Chapter 7

Revise Chapters 1-6

Read Chapter 8

Revise Chapters 1-7 Read Chapter 9 Revise Chapters 1-8 Read Chapter 10

Revise Chapters 1-9 Read Chapter 11

Revise Chapters 1-10 Read Chapter 12

Revise Chapters 1 -12

_______________

at Place to Learn.

Items Due For Next Class

________________

________________

________________

CENTRE FOR CERTIFIED PROFESSIONAL PROGRAMME (CCPP) COURSE OUTLINE

A Great Place to Learn.

PROGRAMME: DURATION: DAY(S): MODE: COMPONENT: LECTURER: CAMPUS:

Lecture Number Lecture Day & Date

ABE - BM - Level 5 Diploma

3:30 pm - 6:00 pm

Saturday Saturday Managing the Customer Relationship Curtis Leach Trincity Campus
Time Hrs Cum Hrs Lecture Topic (s)

Contract Hours: Actual Hours:

50 50

SAT

6-Jul-2013

3:30 pm - 6:00 pm

2.5

2.50

Introduction/Difference between the Customer nad Consumer

SAT

13-Jul-2013

3:30 pm - 6:00 pm

2.5

5.00

Customer Satisfaction/Evaluating Service Quality

No./ Type Important Concepts/ Ideas to know/ Learning of Outcomes Session 1 / Lt Introductions Distinguish between customer, Purrchaser, user Explain the Decision making Process (B2B and B2C) 2 / Lt Define Customer Service; Explain the difference between Proactive vs Reactive Customer Service Evaluate factors that create a world class customer experience; Service Orgs. and the Marketing Mix 3 / Lt Examine the relationship between customer service and profitability; Creating competitive advantage Importance of acquiring profitavble customers What effects do the Macro Environmental Factors have on customer retention; Explain competitive forces and customer power Definition of organization structure Evaluate the strategic issues that affect customer service performance Investigate different types of organization structure and determine how this can help or hinder customer service strategies Investigate the impact of growth on organization structure; Examine how job design, empowerment and discretionary behaviour contribute to good custome service Compare the models of organizational culture Examine the various cultural patterns an organization may adopt to achieve strategic intentions

Expected Other Matters Reading

Questions

Chapter 1

Chapter 1

Past Paper Take Home Assignment

SAT

20-Jul-2013

3:30 pm - 6:00 pm

2.5

7.50

Customer Loyalty/Competitive Advantage/Profitability

4 / Lt

Chapter 2

SAT

27-Jul-2013

3:30 pm - 6:00 pm

2.5

10.00

Effects of the Macro environmental Factors on Customers

5 / Lt

Chapter 2

Past Paper Take Home Assignment

SAT

3-Aug-2013

3:30 pm - 6:00 pm

2.5

12.50

Impact of Org. Structures on Customer Satisfacction

Chapter 3

6 / Lt 6 SAT 10-Aug-2013 3:30 pm - 6:00 pm 2.5 15.00

Organization Growth and Changes in the Org Structure

7 / Lt

Chapter 3

SAT

17-Aug-2013

3:30 pm - 6:00 pm

2.5

17.50

How Organizational Culture and its influence on Staff

8 / Lt

Chapter 3

Past Paper Take Home Assignment

SAT

24-Aug-2013

3:30 pm - 6:00 pm

2.5

20.00

Pros and Cons of Inhouse vs Outsourcing of Customer Service

9 / Lt

Examine how internal processes contribute to the efficient delivery of world class customer service Chapter 4 Critique the establishment of a specific customer service function

SAT

24-Aug-2013

3:30 pm - 6:00 pm

2.5

22.50Relationship

between Technology and Customer Service/ & Mgmt.

Analyse the advantages and disadvantages of outsourcing/offshoring customer service facilities Chapter 4 Investigate the importance of personalised service organization 10 / Lt Past Paper Take Home Assignment

SAT

31-Aug-2013

INDEPENDENCE DAY

10

SAT

7-Aug-2013

3:30 pm - 6:00 pm

2.5

25.00

Mid Term Assessment

Quiz on Chapters 1 - 4

CENTRE FOR CERTIFIED PROFESSIONAL PROGRAMME (CCPP) COURSE OUTLINE

A Great Place to Learn.

PROGRAMME: DURATION: DAY(S): MODE: COMPONENT: LECTURER: CAMPUS:

Lecture Number Lecture Day & Date

ABE - BM - Level 5 Diploma

3:30 pm - 6:00 pm

Saturday Saturday Managing the Customer Relationship Curtis Leach Trincity Campus
Time Hrs Cum Hrs Lecture Topic (s)

Contract Hours: Actual Hours:

50 50

No./ Type Important Concepts/ Ideas to know/ Learning Expected Other Matters of Outcomes Reading Session 11 / Lt Identify some of the key challenges in managing customer communications Investigate how we communicate Investigate the procedures for processing and resolving customer complaints Explore the various communication methods which enhance service levels Analyse how customer feedback may be obtained and used to improve customer satisfaction Examine recruitment and selection methods Examine how a good induction programme can help staff settle into their roles

Questions

11

SAT

14-Sep-2013

3:30 pm - 6:00 pm

2.5

27.50

Commnication process/methods
12 / Lt

Chapter 5

12

SAT

21-Sep-2013

3:30 pm - 6:00 pm

2.5

30.00

Communicating with customers and feedback

13 / Lt

Chapter 5

Past Paper Take Home Assignment

13

SAT

28-Sep-2013

3:30 pm - 6:00 pm

2.5

32.50

Recruitment and Selection Processes

14 / Lt

Chapter 6

14

SAT

5-Oct-2013

3:30 pm - 6:00 pm

2.5

35.00

Induction processes/Development programmes

15 / Lt

15

SAT

12-Oct-2013

3:30 pm - 6:00 pm

2.5

37.50

Managing Performance/Motivation/Turnover
16 / Lt

16

SAT

19-Oct-2013

3:30 pm - 6:00 pm

2.5

40.00

Internal Marketing and Customer Satisfaction

17 / Lt

Identify how an organization can use training and development to inculcate customer service values Examine how the reward and recognition Chapter 6 systems can be used to foster customer service excellence Explore how boundary spanning roles can assist in staff motivation Chapter 7 Investigate methods for generating customer focussed attitudes Assess the challenges faced by customer facing staff including stress and stressors Evaluate the Chapter 7 response mechanisms Recognise the role of managers in supporting frontline staff in delivering high levels of customer Chapter 7 service; Examine the effect of team building for frontline staff to achieve their fullest potential Mock Exam

Past Paper Take Home Assignment

17

SAT

26-Oct-2013

3:30 pm - 6:00 pm

2.5

42.50

Employee satisfaction/Team building

18 / Lt

18

SAT

2-Nov-2013

3:30 pm - 6:00 pm

2.5

45.00

End of Term Assessment

19 / Lt

19

SAT

9-Nov-2013

3:30 pm - 6:00 pm

2.5

47.50

Review
20 / Lt

Review of Exam Questions

20

SAT

16-Nov-2013

3:30 pm - 6:00 pm

2.5

50.00

Review

Revision for Exam

Key / Legend Lt = Lecture

T=Tutorial

Lb = Lab

EP = Exam Prep

________________________________ Lecturer Signature

________________________________ Course Administrator Signature

________________________________ Date Submitted

_________________________________ Date received

CENTRE FOR CERTIFIED PROFESSIONAL PROGRAMME (CCPP) COURSE OUTLINE

A Great Place to Learn.

PROGRAMME: DURATION: DAY(S): MODE: COMPONENT: LECTURER: CAMPUS:

Lecture Number Lecture Day & Date

ABE - BM - Level 5 Diploma

3:30 pm - 6:00 pm

Saturday Saturday Managing the Customer Relationship Curtis Leach Trincity Campus
Time Hrs Cum Hrs Lecture Topic (s)

Contract Hours: Actual Hours:

50 50

No./ Type Important Concepts/ Ideas to know/ Learning Expected Other Matters of Outcomes Reading Session

Questions

Last Notes: SBCS reserves the right to make changes to the information contained herein. Any changes effected to the information contained herein will be made known to all students concerned via class announcement. It is thus the responsibility of the student to attend all classes and to keep abreast of matters should they be absent from any class session. Students are advised and encouraged to contact their fellow classmates for updates where class sessions have been missed. Date syllabus last modified: Jan 3, 2012

________________________________ Unit Manager Signature

________________________________ Quality Assurance Manager Signature

_________________________________ Executive Director Signature

________________________________ Date received

________________________________ Date received

_________________________________ Date received

A Great Place to Learn.

Items Due For Next Class

Read Chapter 2

Revise Chapter 1

Read Chapter 3

Revise Chapters 1 & 2

Read Chapter 4

Revise Chapters 1 3

Revise Chapters 1-4

Read Chapter 5

A Great Place to Learn.

Items Due For Next Class

Read Chapter 6

Revise Chapters 1-5

Read Chapter 7

Revise Chapetrs 1-6

Revise Chapters 1-7

_________________________ dministrator Signature

__________________________

A Great Place to Learn.

Items Due For Next Class

__________________________

__________________________