NORTH CENTRAL TEXAS COLLEGE

COURSE SYLLABUS

INSTRUCTOR INFORMATION

OFFICE HOURS

STUDENT LEARNING OUTCOMES (From Academic Course Guide Manual/Workforce Education Course Manual/NCTC Catalog

GRADING CRITERIA

COURSE SUBJECT OUTLINE (Major Assignments, Due Dates, and Grading Criteria)

ATTENDANCE POLICY

Regular and punctual attendance is expected of all students in all classes for which they have registered.  All absences are considered to be unauthorized unless the student is absent due to illness or emergencies as determined by the instructor.  It is the student responsibility to provide documentation as to the emergency for approval and judgement by the faculty member.  Approved college sponsored activities are the only absences for which a student should not be held liable and only when provided by a college official ahead of the absence.  Valid reasons for absence, however, do not relieve the student of the responsibility for making up required work.  Students will not be allowed to make up an examination missed due to absence unless they have reasons acceptable to the instructor.  A student who is compelled to be absent when a test is given should petition the instructor, in advance if possible, for permission to postpone the exam.  Student will be dropped from a class by the Registrar upon recommendation of the instructor who feels the student has been justifiably absent or tardy a sufficient number of times to preclude meeting the course’s objectives.    Persistent, unjustified absences from classes or laboratories will be considered sufficient cause for College officials to drop a student from the rolls of the College. From Board Policy FC (LOCAL)

Last day to withdraw from a course with a “W” is February 21, 2019.

COURSE ATTENDANCE POLICY:

In lieu of classroom attendance, the following will constitute the course attendance policy:  Each student is expected to log in at least three times a week and complete weekly assignments to constitute regular attendance. Failure to log in for two successive weeks will be cause for concern and will be reported to the Fast Start IV Grant Coordinator.

The last day to drop is February 21, 2019.  In order to drop the course, you must schedule an appointment with Chester Brown, Fast Start IV Grant Coordinator at 940-668-7731 ext. 4957 or schedule an appointment by emailing Chester at cbrown@nctc.edu.

This online course requires dedication and effort on your part. You must set aside time each week to do your assignments. You should expect to spend 10 to 12 hours each week on this course. It is very easy to fall behind and it is difficult to catch up on missed work!

Course Success Tip: Stay current in your work, log in often, and check announcements for any special notices.

OTHER PERTINENT INFORMATION

• This course begins January 22, 2019 and ends March 20, 2019. This course is designed as a self-paced course.  There are no weekly deadlines.  However, it is highly encouraged that you log in at least four-five times a week to work on assignments. 
• All course work is available via the Internet through NCTC’s CANVAS Learning Management System.  Access CANVAS at https://nctc.instructure.com.  Please go to https://nctc.instructure.com and bookmark (save to favorites) this site.  It is not necessary to access CANVAS through the NCTC Website.
• It is the student’s responsibility to check the Course website and his or her course mail at least three times weekly.
• If a student should experience problems accessing the course material in CANVAS OR sending/receiving course mail, it is the student’s responsibility to notify the instructor immediately. 
• Student data files may downloaded from the textbook publisher’s Website. See instructions on the Course homepage in CANVAS. 
• Expect to spend 10 to 15 hours a week working in this course, the same amount of time it would take to attend and complete the assignments for an on-campus class.
• Students are required to complete all course work with a grade of 80% or higher in order to pass this course.
• Emails will be answered within 24 hours.

DISABILITY SERVICES (Office for Students with Disabilities)

The Office for Students with Disabilities (OSD) provides support services for students with disabilities, students enrolled in technical areas of study, and students who are classified as special populations (i.e. single parents). 

Support services for students with disabilities might include appropriate and reasonable accommodations, or they may be in the form of personal counseling, academic counseling, career counseling, etc.  Furthermore, OSD Counselors work with students to encourage selfadvocacy and promote empowerment. The Counselors also provides resource information, disability-related information, and adaptive technology for students who qualify. 

If you feel you have needs for services that the institution provides, please reach out to either Wayne Smith (940) 498-6207 or Yvonne Sandman (940) 668-4321.  Alternative students may stop by Room 170 in Corinth or Room 110 in Gainesville.

CORE CURRICULUM FOUNDATIONAL COMPONENT AREA (For classes in the Core)________                                                                                                                      

• Communication         
• Mathematics                         o        Government/Political Science
• Life and Physical Science      o        Social and Behavioral Sciences
• Language, Philosophy & Culture      o        Component Area Option
• Creative Arts  
• American History

REQUIRED CORE OBJECTIVES (For classes in the Core)

COURSE TYPE

• Academic General Education Course (from ACGM but not in NCTC Core)
• Academic NCTC Core Curriculum Course 

x         WECM Course

STUDENT HANDBOOK

Students are expected to follow all rules and regulations found in the student handbook and published online.

ACADEMIC DISHONESTY

Scholastic dishonesty shall include, but is not limited to cheating, plagiarism, academic falsification, intellectual property dishonesty, academic dishonesty facilitation and collusion.  Faculty members may document and bring charges against a student who is engaged in or is suspected to be engaged in academic dishonesty.  See Student Handbook, “Student Rights & Responsibilities: Student Conduct ([FLB(LOCAL)]”.  

Consequences for academic dishonesty may include:

1. Academic Reprimand. A verbal or written warning to the student that academic misconduct has occurred. A zero on the assignment – First Offense
2. Assignment a failing grade (no credit) on the specific assignjments, projects, papers, programs, labs, or examinations. Dropped from the course – Second Offense QUESTIONS, CONCERNS, or COMPLAINTS

Instructions for all assignments

Orientation

You are required to complete an orientation quiz. The orientation quiz is located in the “Let’s Get Started” module.  Completing the orientation quiz ensures that you have read the syllabus and fully understands everything that is required of you.  Upon completing the quiz, you will receive 5 bonus points that will be added at the end of the semester. Before sending an email asking a question, please read your syllabus first.

Assignment Location

All assignments are located under modules.  You must click on module to see instructions and all assignments.  Do not depend on the to-do-list to let you know what is due.  It is vital to always go into the modules and initiate your quizzes and assignments from CANVAS. DO NOT start in CONNECT. If you are confused about any assignments, contact the instructor for more clarity.  

In order to complete some assignments in this class, you will need to purchase CONNECT.  You may do so by visiting the McGraw Hill website at the link provided in modules. You may also purchase the book from the NCTC Bookstore.   

PRE- POST tests contain Short Answer an Essay questions which require grading. The instructor will check twice daily for assignments that need grading. The instructor will give detailed feedback to students after grading all PRE and POST tests.

THE BOOK REQUIRED!!!!!!  You will not be able to complete this class successfully without the book

FINAL PROJECT CASE STUDY: This is a course Objective assignment.  

The overall course objective as stated in the syllabus is that the student will be able to

"explain the internal and external customer relationship management (CRM) strategies."

For specific guidelines on the relationship of module objectives, textbook references see

the FINAL PROJECT LEARNING OUTCOMES AND OBJECTIVES REFERENCE GUIDE in the module below this assignment.

This project will involve analyzing a company of your choice from an internal and external perspective using primary and secondary data. Primary data is information you collect personally such as personal interviews or the mystery shopper experience. Secondary Data is information you get from other sources like the internet or company annual reports.

Customer Relations Company Case Study Requirements: This is worth 33% of the grade.

This is a formal research paper. You are expected to write a scholarly paper. Using proper APA or MLA citation of all sources used in compiling this paper. Remember, even if information is paraphrased from a source and not quoted directly, it MUST be cited. The general rule is if you use three or more words from a source, it must be cited.

FORMATING: Use 1” margins, Times Roman 12 font, double space, do NOT double-double space between paragraphs. The paper should include a cover page with the company name, student name and class/section information. Include a works cited page at the end of the document.

LENGTH Requirement: This paper should be 4-6 pages long – NOT including the cover page and works cited page.

Pick a company that you are interested in. You will analyze this companies internal and external customer service practices using primary data (interviews, personal shopper experiences, etc.) and secondary data (Internet sources, company website, books, reports, new articles, industry information).

If you want suggestions on some companies with great customer service reputations, these are few: Nordstrom, Zappos, Southwest Airlines, Starbucks, Disney, Ritz Carlton, GE, Chik-fil-a, Amazon, Lexus, Apple.

1. Company Overview/History: Begin the paper with a detailed description of the company, it’s history, locations, and products and services offered. This information is usually available from the company website and other Online sources. Document these sources.
2. Internal Customer Service: Next, analyze the internal customer service practices. What is the culture like at the company you chose? What information is available about recruiting and retention of employees? What can you find on how people feel about work there and with each other? Does the company have an EAP?  Interviews with employees or hiring websites such as Glassdoor can provide this type of information.
3. External & Customer Relationship Management: Examine the company’s Customer Relationship Management Practices. This section may need to be completed through primary data sources such as interviews with company employees. The mystery shopper experience may also contribute to this section.
   • A. Operations - Examine the company’s sales and service activities. How do they handle sales, advertising, complaints and service requests?
   • B. Culture. What approach(s) are evident in the company’s service culture to the external customer? Relational or Collaborative. How does the company interact with external customers (what channels)?
   • C. Technology. Does the company use technology in their customer service practices? For example AVR system, website, internet. Does this differ for B2B customers, consumers and internal employee customers, etc.)
   • D. Analytical Data. How does the company analyze data for marketing, finance and service quality levels? How does the company acquire, retain and satisfy customers?
   • E. Loyalty Program. Does the company have customer loyalty program? If so, what is it and how successful is it at promoting customer loyalty.
4. Conclusion: Conclude the paper with a summary of your findings and analysis of the company.