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|Subject Title||Quality Management & Customer Service|
|Lecturer / Tutor||Martin Groen|
|Assessment Title||Assessment One|
|Learning Outcomes||1,2,3,4 & 5|
|Assessment Type||Individual Report|
|Due date||Week 5|
|Class submission||Lecture ☐ Tutorial ☒|
|Submission type||Paper copy ☒ Turnitin ☒|
|Format / Layout of Assessment||Report:
ICMS Cover Page
Table of Contents
Synopsis / Executive Summary
|☒ ☒ ☒ ☒ ☒ ☒ ☒ ☒ ☒ ☒|
The purpose of this Assessment is for the student to
be able to individually explore a topic relating to Quality
Management and Customer Service from within the
course by conducting in-depth research of the selected
topic. The Report to be no more than 2,000 words in
Individual students are to submit their written Report of
no more than 2,000 words in the Tutorial class of
This Assessment is individual and contributes 25% to
the final mark for the course.
The word count limit is 2,000 words (plus or minus
5%), excluding Appendices and References but
inclusive of quotations.
Times New Roman 12 point font and 1.5 line spacing.
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Header to contain student names and identifier
Footer to contain page number only.
Plagiarism Declaration attached as first page inside the
Last page of the Originality Report displaying the
Similarity Index percentage attached as second page
inside the cover page.
Refer to and comply with, all the relevant requirements
for a Business Report as listed in the ICMS Style
Guide and note particularly the penalties that apply to
non-compliance with the word count limit and late
|Readings for The Assessment||Recommended Readings and Case Studies as posted
|Grading Criteria / Marking Guide||Please refer to the Marking Guide posted in the
Assessment Block on Moodle.
There are four main criteria for success in this
1. Understanding: the report should demonstrate an
understanding of the chosen topic.
2. Substantiation: the report should be underpinned by
an in-depth research.
3. Insight: the work must demonstrate critical
evaluation and insight into the chosen topic.
4. Presentation: the report should be well structured
and clearly presented.