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  1. 1. MKT7103 Business Analysis and Financial Operations School of Marketing MKT7103/02/MKT Semester 2, 2001 FACULTY OF COMMERCE AND MANAGEMENT SCHOOL OF MARKETING COURSE OUTLINE - SEMESTER 2, 2001 BUSINESS ANALYSIS AND FINANCIAL OPERATIONS COURSE CODE: MKT7103 COURSE TITLE: Business Analysis and Financial Operations PROGRAMS: Graduate Certificate in Customer Contact Management Master of Business Communication Master of Business Communication with Honours STATUS OF COURSE: Core CREDIT POINT VALUE: 10 Credit Points SEMESTER(S) OFFERED: Year 1, Semester 2 RELATED COURSES: Prerequisites: Nil Co-Requisites: Nil Prior Assumed: Nil Incompatibles: Nil CROSS REGISTRATION STATUS: Restricted TIMETABLING INFORMATION: Semester 2, 2001: Evening Semester 2, 2002: Evening (always at night) STAFFING: Course Convenor: Dr June Dunleavy Other Members of Teaching Team: TBA G:mktMKTCourses2001 OUTLINESSEM2MKT7103 Business Analysis & Financial Operations
  2. 2. MKT7103 Business Analysis and Financial Operations School of Marketing MKT7103/02/MKT Semester 2, 2001 BRIEF DESCRIPTION OF COURSE: The importance of understanding the financial implications of adopting certain customer contact strategies needs to be taken into account in the overall effective management of a contact centre. This courses focuses on the analysis of business operations through the use of appropriate forecasting and budgeting tools. It addresses issues such as system capacity, service delivery costs, sizing and configuration, call handling, and establishing contingency plans for unexpected call volumes. A major focus of this course will be on financial planning including preparing annual operating budgets, undertaking cost-benefit analyses on new investments or strategies and identifying methods to reduce transaction costs. AIMS AND OBJECTIVES: This course introduces financial management and budgeting principles along with techniques for analysing the effectiveness of implementing various contact centre strategies. The course will enable students to develop a sound financial understanding of the costs associated with establishing and operating a contact centre, how to prepare budgets, analyse the costs of various transactions and identify methods for cost improvements and effective control mechanisms. The central question to be addressed in this course includes: How can organisations implement effective financial management strategies in order to reduce costs and maximise revenue potential? CONTENT: The content of the course includes: 1. The principles of effective financial management for Contact Centres 2. Preparing budgets for contact centre operations, identifying major resource requirements for new and existing operations 3. Cost justification and budget scenarios 4. Analysing and interpreting MIS and other sources of data 5. Call flow analysis 6. Calculating, evaluating and monitoring the cost of transactions 7. Call centre configuration and sizing and resource implications 8. Developing a resourcing model for optimum efficiency 9. Alternative service delivery methods and associated costs 10. Turning your cost centre into a profit centre 11. Contingency planning and assessing various cost options 12. Presenting financial plans and budgets for approval ORGANISATION AND TEACHING METHODS: Hours per Week Class Type 2 Hours Lecture/seminar 1 Hour Tutorial/Workshop ASSESSMENT: Assessment Item Length %Weighting Due Date Group presentation 20 minutes 20 As assigned G:mktMKTCourses2001 OUTLINESSEM2MKT7103 Business Analysis & Financial Operations
  3. 3. MKT7103 Business Analysis and Financial Operations School of Marketing MKT7103/02/MKT Semester 2, 2001 Financial Operations Plan 5000 words 40 Week 12 Final Exam 2 hours 40 Exam week ASSESSMENT RATIONALE/CRITERIA: Financial Operations Plan The major project represents a significant component of the assessment, which is directly linked to the overall purpose of this course. Students will be assigned to groups of 3 or 4 and will be required to develop a comprehensive written Financial Operations Plan based on an existing call centre operation or alternatively, students may wish to present a financial business case for the establishment of a new contact centre or the adoption of new technology. The Financial Operations Plan should include an analysis of current financial requirements, identify areas for improvement, and consider alternative transaction methods and future directions, and present complete budget documentation for the next 12 months of operations. The Business Case should have a full cost-benefit analysis with overall recommendations and justification for implementation. Group Presentation Students will be required to present their Financial Operations Plan during the final weeks of the semester. Presentations are to be of a high standard using Microsoft PowerPoint. Final Examination The final examination will assess both the students theoretical and applied knowledge of key concepts and strategies addressed throughout the semester. TEXT BOOKS AND SUPPORTING MATERIALS: To be advised ADMINISTRATION: Course Evaluation This course will be evaluated through surveys run by the School in accordance with University and Faculty policy. Submission of Assignments Assignments should be submitted according to the Course Convenor’s instructions by the due date. All students should keep a copy of their assignment until it is marked and returned to them. Assignments should be kept until a final grade is awarded. Extensions Extensions may be obtained by consulting the course Convenor. Requests for extensions are usually made in writing, and accompanied by appropriate documentation to support the case for the extension. Late Submission of Assignments Requests for an extension of time for submission of an assessment item must be lodged before the due date for the assessment item. Requests received on or after the due date will only be considered in exceptional circumstances. Extension requests must be made in writing to the Course Convenor, and be accompanied by appropriate supporting documentation. G:mktMKTCourses2001 OUTLINESSEM2MKT7103 Business Analysis & Financial Operations
  4. 4. MKT7103 Business Analysis and Financial Operations School of Marketing MKT7103/02/MKT Semester 2, 2001 Where an extension has not been granted, an assessment item submitted after the due date will be penalised as follows: the mark awarded to the item will be reduced by 5% of the maximum possible mark for each day that the assessment item is late. Each weekend (from Saturday and Sunday) will count as one day. Plagiarism / Academic Misconduct Students must conduct their studies at the University honestly, ethically and in accordance with accepted standards of academic conduct. Any form of academic conduct which is contrary to these standards is academic misconduct for which the University may penalise a student. Specifically it is academic misconduct for a student to:  present copied, falsified or improperly obtained data as if it were the result of laboratory work, field trips or other investigatory work;  include in the student's individual work material which is the result of significant assistance from another person if that assistance was unacceptable according to the instructions or guidelines for that work;  assist another student in the presentation of that student's individual work in a way that is unacceptable according to the instructions or guidelines for that work;  cheat; (Cheating is dishonest conduct in assessment);  plagiarise; (Plagiarism is knowingly presenting the work or property of another person as if it were one's own.) On determination that academic misconduct has taken place, the penalty which may be imposed on the student is one or more of the following: a. a reduced or nil result for the assessment item affected by the academic misconduct; b. a fail grade for the course in which academic misconduct occurred; c. exclusion from enrolment in the program for a specified period; d. exclusion from the program; readmission to the program is at the discretion of the Faculty based on consideration of the student's case for readmission. Where a student has been found guilty of academic misconduct on more than one occasion and has previously been penalised as set out in above a. - c., the penalty shall normally be exclusion from the program as set out in d., unless in the opinion of the relevant Assessment Board there are mitigating circumstances. Academic Committee Resolution 2/2000 Further Information Students are advised to consult the Griffith University Enrolment Guide for further information on the University’s administration of assessment. Learning Assistance Unit (LAU) The Learning Assistance Unit (LAU) provides free learning assistance services to Griffith University students. This includes help with writing assignments, developing effective writing strategies, critical thinking, exam preparation, and much more. To find out more about the range of resources and study skills programs visit the website at http://www.gu.edu.au/ins/lils/lau/home.html or call in to the offices. Alternatively you can e-mail at lau@mailbox.gu.edu.au or phone a friendly learning adviser on any of the numbers listed on the web site. G:mktMKTCourses2001 OUTLINESSEM2MKT7103 Business Analysis & Financial Operations
  5. 5. MKT7103 Business Analysis and Financial Operations School of Marketing MKT7103/02/MKT Semester 2, 2001 APPENDIX ONE Semester 2, 2001 FIELD OF EDUCATION CODE: 089999 RESOURCE DOCUMENT. Is the course manageable within existing resources? COURSE APPROVAL The course outline must be reviewed each semester. The resource implications of any changes should be considered and detailed in the above documentation. The course has been reviewed, and all changes have been indicated. _____________________Course Convenor date The changes to the course outline, and the resource documentation are approved / not approved _____________________Head of School date The changes to the course outline, and the resource documentation are approved / not approved _____________________Program Convenor date The changes to the course outline, and the resource documentation are approved / not approved _____________________ Dean, CAM date G:mktMKTCourses2001 OUTLINESSEM2MKT7103 Business Analysis & Financial Operations