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Innovation and Change Project

Efficientand effective project management is fundamental to operational excellence,itself an increasingly key strategic imperative for customer contact centres competingglobally, ensuring that all of the resources under the control of theorganisation i.e. materials, equipment, skills and competences and finance, areused to the optimum. 

Students will complete a project that will allowthem to display, and apply in a work-based situation, the skills of research,data acquisition and analysis, interpretation and the formulation ofrecommendations. As managers, students also need to develop self-directedlearning skills and the completion of this project will enable them to do so.

AIMS

The aimfor customer contact centres is to enable students to identify, define andanalyse a complex management issue and to develop their collaborative,investigative, reporting and presenting skills in a work-based setting.

Themodule demonstrates the application of management principles and best practiceto customer contact centre projects throughout their life. The importance of aplanned approach to communication and risk management is emphasised.

LEARNING OUTCOMES

Successfulstudents will be able to:

KNOWLEDGE AND UNDERSTANDING

K1

Identify a management issue to be examined.

K2

Devise a set of correctly expressed SMART project aims and objectives that are management focused.

K4

Describe, discuss and contextualise the wider environment within which the customer contact centre functions. 

K5

Review current relevant literature.                       

K6

Demonstrate awareness of a range of research methods.

INTELLECTUAL QUALITIES

I1

Apply theoretical models and frameworks to project subject area and context.

I2

Select, describe and justify appropriate research methods.

I3

Conduct independent research using a range of sources

I4

Accurately analyse and interpret information gathered and synthesise findings.

I5

Reach valid conclusions and present specific recommendations/action plans based on research findings.

I6

Reflect on the process and recommend improvements

PROFESSIONAL/PRACTICAL SKILLS

P1

Utilise project management methods as a tool to diagnose and anticipate issues of relevance to the efficient operations of the contact centre

P2

Identify, define and describe a management issue in the contact centre that is Appropriate and viable.

P3

Develop a strategy and a plan that will facilitate completion of the project within the given time-frame using project planning techniques.

P4

Conduct research making most efficient and effective use of own, others’ and organisation’s resources.

P5

Demonstrate how recommendations will benefit the contact centre and how they fit with its stated business objectives and plan

P6

Critically reflect on the learning process undertaken, specifying its significance in organisational, professional and personal terms.

P7

Design, prepare and deliver an oral presentation, using appropriate visual aids.

TRANSFERABLE SKILLS

T1

Writing Skills:  Write effectively in written form drawing on academic conventions as appropriate.

T2

Presentation Skills:  Deliver a presentation and Q&A to assessment panel and peers.

T3

Organisational Skills:  Set objectives; adhere to timeframes, action planning, progress review, and project evaluation.

T4

Problem Solving:  Problem analysis, option generation, option evaluation and decision-making.

T5

ICT:  Use ICT effectively to source and present information.

        

CONTENT

Introduction to Requirements of the Management Project

  • Aims and objectives
  • Choosing a topic
  • Defining the scope of the project
  • Securing internal support
  • Sample titles
  • Questions and concerns
  • Project proposal (title, background, research questions and objectives, method, timescale, resources, references)

Research Methods and Project Theory, Frameworks and Practice

  • Literature review
  • Interviews
  • Observation
  • Questionnaires
  • Sampling techniques
  • Collecting data
  • Analysing quantitative and qualitative data
  • Writing the project

Presentation Skills

  • Designing the presentation
  • Planning the presentation
  • Audience analysis
  • Determining content
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Take a look at these articles, videos and links
Advanced Planning Techniques - Forecasting & Scheduling
Assessing and Planning the Future
Customer Contact Analysis
Customer Contact Centre Finance (1)
Customer Contact Organisations
Customer Contact Technology
Customer Service Quality
Effective Customer Contact Centre Operations
Financial Controls and Reporting
Industry Investigation
Introduction to Planning
Leadership and Building Teams
Operations and Quality Systems
Principles of Project Management
The Customer Contact Environment
Understanding Resources
You and Your Development


 

Select the event below to see more detail

2016 Summer Graduation

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