UNIVERSITY OF CINCINNATI – CLERMONT

COURSE SYLLABUS AND SCHEDULE OUTLINE FOR

 

CUSTOMER SATISFACTION MEASUREMENT (34-MGMT-277-901)

AUTUMN QUARTER 2004

T  6:30P – 9:10P

EDUCATIONAL SERVICES BUILDING ROOM 160

 

 

Instructor Information

 

Instructor:         Dr. Jeff Bauer, Associate Professor of Management and Marketing

Office:              Snyder Building 272C

Phone:              Office:  732-5257   24-HR Voicemail

                        Fax:  732-5304

                        Faculty Secretary:  732-5255

                        Home:  753-9081

E-Mail: Jeff.Bauer@UC.Edu

Website:           http://www.ucclermont.edu/~bauerj

Office Hours:    MWF 9:30A – 10:00A, T 4:00P – 6:30P, or by appointment

 

Required Text(s)

 

Measuring Customer Satisfaction 2nd Edition. Hayes, ASQC Press, 1998

 

Course Description

 

A comprehensive look at determining how to define customer satisfaction, understand reliability and validity, construct and administer a satisfaction survey, and present the findings with recommendations for changes.

 

Learning Objectives

 

  1. To develop an understanding of the importance of customer service.
  2. To develop survey questions to evaluate customer perceptions of service.
  3. To analyze the results of the survey data collection process to support management decision making.
  4. To present the research findings in a concise and professional manner.

 

Course Requirements

 

Reading Assignments:  The student is expected to read all assignments prior to the class in which they will be discussed.  He/she should be ready to participate in class discussions and activities.

 

This class will consist of lecture and discussion on the chapters in the text, supplemented with current business articles. The students will complete 2 quizzes on the chapter material, given according to the class schedule. The students will also form teams to create a satisfaction survey, administer it, and present the results to the class, with recommendations. The teams will also rate each member on their contribution to the overall project.

 

 

Grading:

 

The final grade will be determined as follows:

 

Quizzes……………………………………….           100 points

Survey Design………………………….……..              50 points

Team Member Ratings……………………….    50 points

Presentation of Results…………..…………..  100 points

 

                                    Total Points                              300 points

 

 

The numerical average will be calculated by dividing total points by 3.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

GENERAL COURSE POLICIES

 

Attendance and Make-Up Work

 

Attendance is a requirement of the course.  If for some reason you cannot attend a class, please let me know by using one of the phone numbers (or other means) listed above.

                                                                                                        

Assignments

 

Any assignments are due at the beginning of the class period as indicated on the Course Schedule.  Late assignments will be reduced at least one letter grade per class day at the discretion of the instructor.  Assignments will not be accepted one week after the due date has passed.

 

Cell Phones, Pagers, etc.

 

Consider this class to be a call-free, beep-free, vibrate mode-free zone of silence.  Repeated beeping offenses may result in a reduction of points for the course.

 

Make-Up Exams

 

Make-up exams will be given at the discretion of the instructor.  The student must notify the instructor of the absence before the exam begins. If proper notification is given, a make-up exam will be administered which may be significantly more challenging than the examination given on the scheduled date.

 

Cheating and Plagiarism

 

The policy as stated in the University of Cincinnati Student Handbook will be strictly enforced.  A copy of the Student Handbook is available in the Student Development Office.

 

Withdrawals

 

The current withdrawal policy of Clermont College will apply.  The withdrawal policy for this term is available in the Registration Office.

 

ADA

 

Students with Disabilities:  The policy of the University of Cincinnati Clermont College requires students to self-identify and provide proper documentation to the Academic Director of Disability Services, Student Services Building for appropriate academic assistance.

 

Grading Scale

 

The following plus/minus grading system will apply:

 

92 - 100% = A     91 -  89% = A-     88 -  87% = B+     86 -  82% = B     81 - 79% = B-

78 – 77% = C+    76 – 72% = C       71 –  69% = C-     68 – 67% = D+   66 – 62% = D

 

61 – 59% = D -   58% and Under = F

 

Note:  The course schedule and procedures are tentative and subject to change depending upon the progress of the class.

 

COURSE SCHEDULE OUTLINE – CUSTOMER SATISFACTION MEASUREMENT

 

 

 

Week 1    Review syllabus, discuss Chapter 1, Customer Service exercise

09/28       

 

Week 2    Discuss Chapter 2, develop practice questionnaire, create teams, and discuss the

10/05        survey projects.

                

Week 3    Discuss Chapter 3, discuss article: Why Service Stinks, work in teams on

 10/12        industry choice.

 

Week 4    Quiz 1 (Chapters 1-3), discuss Chapter 4, review survey examples

10/19       

                

Week 5    Discuss Chapter 5, discuss Chapter 6, turn in Surveys

10/26       

 

Week 6    Discuss Chapter 7, review surveys in teams and discuss modifications.
11/02       

 

Week 7    Quiz 2 (Chapters 4-6), in-class preparation for survey rollout

11/09              

 

Week 8    Collect and Evaluate Survey data

11/16       

Week 9    Collect and Evaluate Survey data

11/23              

 

Week 10  Collect and Evaluate Survey data

11/30       

                

 

Week 11         Survey Research Presentations - Tuesday, December 7, 6:30pm – 9:10pm.