Taking your organisation as a basis, please answer the following questions:
Upon completing this assignment, students should be able to:
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.
| 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
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