• Two (2) 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 class test). Students are expected to provide written answers to all these tutorial questions and have them available for collection in their tutorial class.
• Twice during the semester (weeks selected by your tutor at random), the tutor will collect the answers to the tutorial questions for marking.
• Students need to hand in the answers to the tutor at the designated tutorial in person and submission by email even before the tutorial will not be accepted other than in exceptional circumstances. During the tutorials were tutorial questions are collected, in particular, students need to exhibit adequate participation in tutorial discussion to be eligible for the assessed coursework component marks.
• There will also 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 7 and 11)
•  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 zero marks for that Class Test.
•  Note: Each Class Test will be worth 10% 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 special consideration

The components of the group project will be assessed on both individual student and group responses. The assessment weighting for both individual and group components will be 20% of total assessment marks in this unit.

For the group component; This will be a Project Report worth 20% of the total assessment marks due online on Wednesday, 30th May by 11pm.

For the individual component: The individual component will be assessed within the Final Examination of the unit in the formal examination period at the end of semester. This component will be worth 20% of total assessment marks in the unit.

Component 1: Group Project Report (20%): - Assessed as Group

Aim: This Project seeks to research the development and implementation of CRM used by an organisation to maintain or develop customer relationship stratgy. Potential areas to be analysed may include customer acquisition, retention and development, improving customer experience and customer engagement.

The group Project report is due in week 12 (11pm, Wednesday May 30th) via Turnitin.

No extensions will be granted. 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 (for example, 25 hours late in submission - 20% penalty. The penalty does not apply for cases in which an application for special consideration is made and approved. No submissions will be accepted after solutions have peen posted.

A cover sheet must be attached with the names and SIDs of all participating students in the group. In addition, students will be required to undertake a peer review of the contribution of their group members to the group report. In general, all students in the group will receive the group mark however, for individual students adjustments to the group mark may be made based on the submitted peer reviews and/or other relevant evidence.

General Approach:

Students will work in groups to research, analyse and potentially develop relevant CRM components for a provided organisation.

More 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 4 or 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.

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).

Component 2: Final Examination (20%): Assessed as Individual

The group project will also be assessed with several short answer/essay questions during the Final Examination. The short/answer essay questions will examine each individual student's understanding of the key CRM related elements, analysis and findings of the group project. This group project questions will be a compulsory component of the Final Examination. The other requirements and conditions will be identical to the conditions outlined in the Final Examination section below.

If a student misses the Final Examination or feels that their performance was impacted by events or circumstances they should apply for special consideration. Please see the University Policy regarding special consideration for more detail.

• The duration of the exam is 3 hour plus 10 minutes held during the exam period.
• There will be two parts to the Final Examination 
• Part 1 of the Final Examination will be short answer/essay style questions (possibly incorporating several parts) on the group project. There will be no choice in this section. This section will be worth 20% of the total marks in the unit and will be added to the group project assessment marks (see above for explanation). 
• Part 2 will require students to answer 4 short essay type questions from a choice of 6 questions provided. This section will cover all materials in the unit including lectures, tutorials and all assessments. This section will be worth 30% of the total marks in the unit.
• The Final Examination is closed book.
• No calculators or dictionaries will be allowed. 
• If a student misses the final examination or feels that their performance was impacted by events or circumstances they should apply for special consideration. Please see the University Policy regarding special consideration for more detail.