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MKTG6009 – Managing Customers

2020 – Session 1, Weekday attendance, North Ryde

Coronavirus (COVID-19) Update

Due to the Coronavirus (COVID-19) pandemic, any references to assessment tasks and on-campus delivery may no longer be up-to-date on this page.

Students should consult iLearn for revised unit information.

Find out more about the Coronavirus (COVID-19) and potential impacts on staff and students

General Information

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Unit convenor and teaching staff Unit convenor and teaching staff
Chris Baumann
Contact via Email
3 Management Drive, Office 164
Please refer to ilearn
Oliver Manlutac
Credit points Credit points
Prerequisites Prerequisites
Admission to MMgmt
Corequisites Corequisites
Co-badged status Co-badged status
Unit description Unit description

Marketing is the coordinated and integrated efforts of an organisation to satisfy relevant customer needs and achieve organisational goals. It involves a systematic process whereby opportunities are identified and strategic steps are implemented. New techniques, tools and technologies are constantly being adopted by marketers, leading to a new marketing environment that demands greater efficiency and effectiveness to market products, services and brands. This unit develops students’ knowledge of marketing concepts and frameworks. Students will develop skills to apply marketing concepts to address marketing issues. Students will also practise producing a marketing plan in collaboration with peers.

Important Academic Dates

Information about important academic dates including deadlines for withdrawing from units are available at https://students.mq.edu.au/important-dates

Learning Outcomes

On successful completion of this unit, you will be able to:

  • ULO1: Explain the concepts and principles which underpin the discipline of marketing
  • ULO2: Analyse and apply marketing concepts in dealing with practical marketing issues
  • ULO3: Produce a marketing plan in collaboration with peers

Assessment Tasks

Coronavirus (COVID-19) Update

Assessment details are no longer provided here as a result of changes due to the Coronavirus (COVID-19) pandemic.

Students should consult iLearn for revised unit information.

Find out more about the Coronavirus (COVID-19) and potential impacts on staff and students

General Assessment Information

Late assessment submissions must also be submitted through the appropriate submission link in iLearn. No extensions will be granted unless an application for Special Consideration is made and approved. There will be a deduction of 10% of the total available marks made from the total awarded mark for each 24 hour period or part thereof that the submission is late. Late submissions will not be accepted after solutions have been discussed and/or made available.

Note: applications for Special Consideration Policy must be made within 5 (five) business days of the due date and time.

Delivery and Resources

Coronavirus (COVID-19) Update

Any references to on-campus delivery below may no longer be relevant due to COVID-19.

Please check here for updated delivery information: https://ask.mq.edu.au/account/pub/display/unit_status


From Year 2020, the unit is delivered in a combination of weekly seminars/lectures (1 1/2 hour) and workshops (1 1/2 hours). Students are expected to be active and engaged learners, contributing fully to workshop activities and discussions. Learning activities include individual and group tasks that are to be completed during private study and in the workshops.

Students need to read in advance of seminar sessions/workshops, complete preparatory work, be prepared to work in small groups and discuss the materials assigned.

The seminar/lecture notes will be posted on iLearn at https://ilearn.mq.edu.au.

The recording (video or audio) of lectures/seminars is not permitted.


• There are 3 hours of face-to-face classes each week.

• The timetable for classes can be found on the University web site at: http://www.timetables.mq.edu.au/

• Attendance is important and attendance will be taken in class.

• Students are expected to arrive on time and not to leave until the class ends.


There is no required textbook for this unit. However, there are recommended textbooks:

Osterwalder, A. and Pigneur, Y. (2010), Business Model Generation, First Edition, Wiley

Kotler, P., and Keller, K.L. (2015), Marketing Management, 15/E, Pearson

Solomon, M.R., Marshall, G.W., Stuart, E.W. (2017), Marketing: Real People, Real Choices, Global Edition, 9th Edition, Pearson Higher Ed USA

Elliott, G., Rundle-Thiele, S., Waller, D., Smith, S., Eades, L., and Bentrott, I. (2018), "Marketing" 4th Ed, John Wiley and Sons Ltd, Australia


Required readings will be posted on iLearn. Key required readings include the following:

McKenna, R. (1991). Marketing is everything, Harvard Business Review [https://hbr.org/1991/01/marketing-is-everything]


Dolan, Robert J., and Leslie K. John. "Marketing Reading: Marketing Intelligence." Core Curriculum Readings Series. Harvard Business Publishing 8191, 2015

Christensen, C. M., Hall, T., Dillon, K., & Duncan, D. S. (2016). Know your customers’ jobs to be done. Harvard Business Review94(9), 54-62

Gallo, A. (2016), A Refresher on Marketing Myopia, Harvard Business Review [https://hbr.org/2016/08/a-refresher-on-marketing-myopia]

Unit Schedule

Coronavirus (COVID-19) Update

The unit schedule/topics and any references to on-campus delivery below may no longer be relevant due to COVID-19. Please consult iLearn for latest details, and check here for updated delivery information: https://ask.mq.edu.au/account/pub/display/unit_status

Please refer to the Weekly Schedule on iLearn.

Policies and Procedures

Macquarie University policies and procedures are accessible from Policy Central (https://staff.mq.edu.au/work/strategy-planning-and-governance/university-policies-and-procedures/policy-central). Students should be aware of the following policies in particular with regard to Learning and Teaching:

Students seeking more policy resources can visit the Student Policy Gateway (https://students.mq.edu.au/support/study/student-policy-gateway). It is your one-stop-shop for the key policies you need to know about throughout your undergraduate student journey.

If you would like to see all the policies relevant to Learning and Teaching visit Policy Central (https://staff.mq.edu.au/work/strategy-planning-and-governance/university-policies-and-procedures/policy-central).

Student Code of Conduct

Macquarie University students have a responsibility to be familiar with the Student Code of Conduct: https://students.mq.edu.au/study/getting-started/student-conduct​


Results published on platform other than eStudent, (eg. iLearn, Coursera etc.) or released directly by your Unit Convenor, are not confirmed as they are subject to final approval by the University. Once approved, final results will be sent to your student email address and will be made available in eStudent. For more information visit ask.mq.edu.au or if you are a Global MBA student contact globalmba.support@mq.edu.au

Student Support

Macquarie University provides a range of support services for students. For details, visit http://students.mq.edu.au/support/

Learning Skills

Learning Skills (mq.edu.au/learningskills) provides academic writing resources and study strategies to help you improve your marks and take control of your study.

The Library provides online and face to face support to help you find and use relevant information resources. 

Student Enquiry Service

For all student enquiries, visit Student Connect at ask.mq.edu.au

If you are a Global MBA student contact globalmba.support@mq.edu.au

Equity Support

Students with a disability are encouraged to contact the Disability Service who can provide appropriate help with any issues that arise during their studies.

IT Help

For help with University computer systems and technology, visit http://www.mq.edu.au/about_us/offices_and_units/information_technology/help/

When using the University's IT, you must adhere to the Acceptable Use of IT Resources Policy. The policy applies to all who connect to the MQ network including students.

Changes from Previous Offering

Minor changes were made based on previous feedback on the unit.