• Three (3) sets of tutorial questions will be collected over the course of the semester
• There will be several tutorials questions assigned for each week’s tutorial (other than those tutorials with a quiz). Students are expected to provide written answers to all these tutorial questions and have them available for collection in their tutorial clas
• Three times during the semester (weeks selected by your tutor at random), the tutor will collect the answers to the tutorial questions for marking from all students.
• There will be no provision for students to hand in their answers to their tutor or other staff member after completion of the tutorial (unless special permission has been sought and granted before the tutorial)

•  Duration for each Class Test is 45 mins held during tutorials (Weeks 6 and 10)
•  Each Class Test will comprise of 20 multiple choice questions + 4 short answer  questions
•  The Class Tests are closed book.
•  Questions will be based on the lectures indicated in the Class Schedule above
•  Students must attend the tutorial in which they are enrolled. Failure to do so will    lead to no  marks for that Class Test.
•  Note: Each Class Test will be worth 7.5 % of the raw assessment total mark.
• There will be no provision for re-sits of the class tests. If a student misses the class test they will score zero unless they have applied for and received special consideration.

There will be two components to the group work component of total assessment in MKTG308. The first component will be a Project Report worth 20% of the total assessment marks. The second component will be based on 2 presentations related to the group project report and associated tutorial work. The presentation component is worth 10% of the total assessment marks. For further details of the presentation component see the relevant table above.

Project Report (20%):

Aim: This Project seeks to understand to what degree organisations have implemented CRM by analysing customer experiences with selected organisations, the organisations’ use of CRM for customer acquisition, retention and development and the organisations’ use of technology (websites, social media, email) to enhance their CRM. The objective of the Project is to analyse all of this data to ascertain the level of implementation of CRM for the organisations, the consistency of CRM implementation and the potential implications for the organisations CRM related strategy and performance.

Due:

The group Project report is due in week 11 in your tutorial class. Project reports handed in at later tutorials on the day due will be penalized 20% of the potential marks for the Project. For every further day late a further 20% penalty will apply for each day late. A cover sheet must be attached with the names and SIDs of all participating students in the group.

General Approach:

Students will undertake research about organisations and their implementation of CRM. Data may be obtained from surveys, observations, physical evidence such as websites, brochures etc. and through other sources. Each group member will collect a small amount of data and the combined data for the group will be analysed. From this analysis each group is expected to submit a written report outlining the research findings and conclusions. Some detail on the general nature of the report is provided below but more specific detail on the nature of the research and the submission of the report will be given by week 3 of the semester.

Group Formation and Rules:

Students will form groups of 5 within their enrolled tutorial group. It will not be possible to form groups containing members from different tutorials. Group formation will be take place in tutorials in week 2 and should be finalised by week 4. You must register your group with your tutor by the end of week 4. You will also need to register a group leader including the contact details of the group leader with your tutor. Groups must be finalised by the end of week 4 and no changes to groups will be allowed after this time except in extreme circumstances. After week 4 your group will be allocated a group number. This group number should appear on your group report submission.

A peer assessment form needs to be completed by every member of the group (a peer assessment form is attached to this outline). All of the peer assessment forms for the group need to be attached to the group assignment submission on the pages following the cover sheet. It is the responsibility of the group leader to ensure that all completed peer assessment forms are included in the group assignment submission. The peer assessment forms for the group will be considered when allocating marks for the group assignment to individual group members.

Apart from where directed, any intra-group allocation of tasks must be sorted within the group. Working with other groups on this Report can be beneficial, however students should ensure that all work reported is the work of the group. There will be heavy penalties for plagiarism (zero marks for this assessment component at a minimum).

Group Presentations (10%):

There will be two group presentations. Each presentation is worth 5% of the total assessment marks in MKTG308. The first presentation (5%) is related directly to the group report with groups required to give a 5-6 minute presentation on their group project in tutorials in Week 7. The presentation requirements will be given in the more formal documentation concerning the group project to be made available online.Students must submit a hard copy of the presentation slides to their tutor at the Week 7 tutorial.

The second presentation (5%) for the group will be a presentation relating to the the tutorial discussion (based on the tutorial discussion questions) in a designated tutorial through the semester.

There will be no provision for late submission of presentations. Groups who do not present at the designated tutorials will score zero for the relevant presentation.