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Center for Curriculum and Transfer Articulation
Customer Service Theory
Course: TQM101BA

First Term: 1998 Summer I
 Lecture   1 Credit(s)   1 Period(s)   1 Load  
Subject Type: Occupational
Load Formula: S


Description: Emphasis on developing a systems focus for enhanced customer service both internally and externally



MCCCD Official Course Competencies
1. Explain how to increase market share in an increasingly competitive and global economy. (I)
2. Explain how market share is lost through customer dissatisfaction. (I)
3. Describe how a customer service focus is reflected in an organization`s/company`s mission and vision and its products and processes. (II)
4. Describe ways to create customer satisfaction internally. (I, II)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Quality Customer Service
   A. Past, present, and future: US/global economy
      1. Customer market trends
         a. Enhancing market share
         b. Mature market strategies
         c. Customer dissatisfaction
      2. Future projections
      3. Comparisons/criteria
   B. Scope
      1. Internal customer orientation
      2. External customer orientation
      3. Systems focus
   C. Methodology
      1. Measurement/feedback focus
      2. Team approach
      3. Continuous improvement
         a. Process
         b. Product
      4. Changing basic beliefs and habits
II. The Customer Oriented Company/Organization
   A. Mission and vision
   B. Products
      1. Internal
      2. External
   C. Processes
      1. Internal
      2. External
 
MCCCD Governing Board Approval Date:  4/28/1998

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.