Republic of the Philippines

Cagayan State University

GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

SYLLABUS IN IT 317 – SERVICE CULTURE

Intended Graduate Attributes
College Intended Learning
Outcomes
Program Intended Learning
Outcomes
The Cagayan State University aims to produce graduates who will exhibit:
Competence - critical thinker, creative problem-solver, competitive performer regionally, nationally and globally
Social Responsibility - sensitive to ethical demands and compassionate particularly to the marginalized, steward of the environment for future
generations while championing development and socially just and an advocate of economic and social equity
Unifying Presence - uniting theory and practice, uniting strata of society, uniting tradition and innovation, uniting the nation, the ASEAN region and
the world and uniting the University and the community
Graduates of the college will be able to have:
Knowledge - analyze, design and implement appropriate solutions to complex problems;
Skills - conduct advanced ICT-related and responsive research and extensions innovations; and
Attitude - manifest personal and interpersonal skills imbued with ICT professional ethics and values;
GAD integration perform tasks in a gender responsive manner.
Program Outcomes
At the end of the program, the graduates are expected to:
1. Acquire the framework of personal and social competencies that serve as the foundation of performance excellence.
2. Develop analytical skills when assessing work and performance habits of a service professional.
3. Acquire the basic knowledge (e.g. principles, practices) of service excellence practices in organizations and by individual service
professionals. 4. Integrate key learning (e.g theoretical and practical concepts of service culture) in designing a service experience.

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

COURSE MAP

Intended Learning Outcomes IT0 IT0 IT0 IT04 IT0 IT0 IT0 IT0 IT0 IT1 IT1 IT1 IT1
1 2 3 5 6 7 8 9 0 1 2 3
Analyze how the service culture contributes to good customer I I I I P P
service.
Apply service culture in organization to achieve its mission and I I I P I I P
vision.

Legend:I – Introduce P – Practice D – Demonstrate

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

Course Code IT 317 Course Title SERVICE CULTURE

Number of Lecture
Course Credits 3 Semester 1ST School Year 2022-2023 54
Hours

Number of Laboratory
Pre-requisite/s None Co-requisite/s NONE
Hours
Course Description
The course builds the students’ personal and social competencies (values and attitudes) necessary to executing and delivering excellent service in any professional endeavor. It introduces
students to various service companies and industries and key concepts in being a customer-centric organization. It enables students to practice practical customer service and to manage a
project.
Lecture Grade:
Submission of assigned activity – 20%
Student engagement / forum discussion – 25%
Grading System Quizzes and unit examination – 25%
Major examinations (Midterm and Final) – 30%
Total 100%

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

OUTCOME- BASED LEARNING PLAN ON SERVICE CULTURE

Time Allotment Teaching

Intended Learning Outcome Teaching and Learning and
Lec. Lab. Learning Mode of
(ILO) Learning Content References Learning Resources
(54) () Assessment Delivery
Activities
(TLA)

Explain the University Vision, Statement of the Vision, University Manual Student Web Computer Recitation Face-to-face
Mission, and the College and Mission, Goal and Objectives Handbook searching Projector Seatwork
Program Learning Outcomes; a. Ambisyon 2040 Recitation
Identify the University and b. University Vision
Discussion
Campus Officials. c. University Mission
d. College ILO
e. Program ILO
f. University Officials
g. Student Policies

• Discuss service culture and its I. Introduction to Service What is Service: 3 hrs •Discussion Projector Recitation Face-to-face
relations to customer service Culture Definitions, Concept, •Demonstratio Computer Seatwork
• Identify the components of 1. Definition of Service Characteristics, n Quiz
service culture. and Service Culture •Visual
Classification, Role
• Identify how to build service 2. Components of Service Presentation
Culture (businessmanagementideas.
culture com)
3. Building Service Culture

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

• Define self-awareness
• Identify the theories of self-
awareness
• Identify the areas where self-
awareness are practiced
• Define self-regulation
• Identify the phases and aspects of
self-regulation
• Identify the benefits of self-
regulation
II. Self-Awareness and Self- •Discussion Projector Recitation Face-to-face
Regulation •Demonstratio Computer Seatwork
1. Definition of self- Self-Regulation: Definition 4 hrs n Quiz
awareness and Skills to Practice •Visual
2. Theories of self- (verywellhealth.com Presentation
awareness
3. Areas of self-awareness Phases of Self-Regulation |
and their importance The National Research
4. Practicing self-awareness Center on the Gifted and
5. Definition of self- Talented (1990-2013)
regulation (uconn.edu)
5 hrs
6. Phases of self-regulation
7. Aspects of self-regulation 3 Phases Of Self-Regulated
8. Benefits of self- Learning For Expertise - My
regulation Analysis

4 Benefits of Self-
Regulation Never to Ignore
(powerofpositivity.com)

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

• Define motivation III. Motivation Motivation: Theories, 3 hrs •Discussion Projector Recitation Face-to-face
• Identify the types, importance 1. Definition of Motivation Examples, Types, and How •Demonstratio Computer Seatwork
and components of motivation 2. Types of Motivation to Find It n Quiz
3. Importance of motivation (verywellmind.com) •Visual
4. Components of Motivation Presentation

• Define vision and mission. IV.Personal Vision & Mission 4.8 Developing Your 6 hrs •Discussion Projector Recitation Face-to-face
• Identify the guidelines in 1. Definition of Vision and Personal Mission and •Demonstratio Computer Seatwork
creating personal vision and mission – Castillo Vision – Principles of n Quiz
mission. 2. Guidelines to create personal Management (umn.edu) •Visual
• Compose a personal vision and vision and mission – agapinay Presentation
mission statement. l
3. The five-step plan for
creating personal vision and
mission - rayon
• Define empathy V. Empathy Empathy: Definition, Types, 6 hrs •Discussion Projector Recitation Face-to-face
• Identify the signs and types of 1. Definition of Empathy – and Tips for Practicing •Demonstratio Computer Seatwork
empathy lagundino (verywellmind.com) n Quiz
• Identify the tips of practicing 2. Signs of empathy - villa •Visual
empathy 3. Types of Empathy - lorenzo Presentation
4. Tips for Practicing Empathy -
cortez

• Define social skills VI. Social Skills What are Social Skills? 6 hrs •Discussion Projector Recitation Face-to-face
• Identify the types and benefits of 1. Definition of Social Skills - Definition and Examples •Demonstratio Computer Seatwork

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

social skills subac | Indeed.com n Quiz

• Identify the “how” of improving 2. Types of Social Skills - •Visual
social skills bragas Presentation
3. Benefits of Social Skills -
duntugan
4. How to improve social skills
– socia
• Define coaching and coaching VII. Coaching Sessions as 3 hrs •Discussion Projector Recitation Face-to-face
session Learning Opportunities What is Coaching? | •Demonstratio Computer Seatwork
• Define coaching cycle 1. Definition of Coaching and SkillsYouNeed n Quiz
• Identify the benefits of coaching Coaching Session - idulan •Visual
session 2. The coaching cycle - Definition of Coaching Presentation
gonzaga
Session applied to Processes
3. Benefits of coaching session
– gananan (meetbunch.com)

• Define competency VIII. Competencies valued in Session 8 - Competencies 6 hrs •Discussion Projector Recitation Face-to-face
• Identify the competencies valued the IT-IBM Industry •Demonstratio Computer Seatwork
Valued in the ITBPM
in the IT-IBM Industry 1. Definition of competency - n Quiz
castaneda Industry Introduction In •Visual
• Identify ways and means to
develop these competencies 2. The competencies valued in an IT-BPM industry set- Presentation
the IT and BPO Industry –
up, what are the
javier D
3. Develop competencies – employers looking for in
notar an applicant? | Course
Hero

• Define diversity IX. Asian Service Expectations (360) Service Culture 11 - 3 hrs •Discussion Projector Recitation Face-to-face
• Identify the factors of diversity i. Definition of Diversity - 12 Asian & European •Demonstratio Computer Seatwork
CSU VISION CSU MISSION GOALS AND OBJECTIVES
CSU is a university with global stature in the CSU is committed to transform the lives of 1. To produce proficient, competent and committed
arts, culture, agriculture and fisheries, the people and communities through high graduates equipped with the knowledge, skills and
sciences as well as technological and quality instruction and innovative research, positive values demanded by the IT profession;
professional fields. development, production and extension. and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

• Identify the Asian Region idmilao Service Expectations - n Quiz

• Identify the service expectations ii. Factors of Diversity - YouTube •Visual
ursolum Presentation
iii. The Asian Region - pascua
iv. The Service Expectations –
perez C
• Define global environment X. Collaborating in a Global 3 hrs •Discussion Projector Recitation Face-to-face
• Identify the components of Environment What Is a Global •Demonstratio Computer Seatwork
collaboration 1. Definition of Global n Quiz
Environment – agapinay J Environment? Global
•Visual
2. Components of collaboration Environmental Issues & Presentation
- ramos Its Factors
(reference.com)

• Explain the importance of vision XI. Vision & Mission of a Mission And Vision- Why 3 hrs •Discussion Projector Recitation Face-to-face
and mission to an organization Service Organization •Demonstratio Computer Seatwork
Is It Important? |
• Discuss the “how” of 1. Importance of vision and n Quiz
mission to an organization - OpenGrowth •Visual
developing vision and mission of
organizations quitomo Presentation
2. Developing vision and
• Present examples of (360) Vision and Mission
mission statements for an
organization’s vision and mission of a Service Organization
organization – Javier s
3. Examples of an Session 15 - YouTube
organization’s vision and
mission – tumaneng
• Define culture and values XI. Culture and Values of an Organizational Culture: 3 hrs •Discussion Projector Recitation Face-to-face
• Identify the levels and types of organization Definition, •Demonstratio Computer Seatwork
culture 1. Definition of culture and n Quiz
values - pagela Characteristics, Roles, •Visual
• Explain the importance of culture

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

and values to an organization 2. Levels of culture - patubo Types (iedunote.com) Presentation

3. Types of culture - antonio
4. Importance of culture and
values – ponce 3 Levels of Organisational
Culture | Art of change
making
(leadershipcentre.org.uk)

• Define and explain customer XII. Customer Service What Is Customer 2 hrs •Discussion Projector Recitation Face-to-face
service 1. What is customer service? - Service, and What Makes •Demonstratio Computer Seatwork
• Identify the components of masulic n Quiz
2. Components of customer It Excellent? •Visual
effective customer service
• Identify the types of customer service – perez R (investopedia.com) Presentation
interactions 3. Effective customer service - What is customer
concepcion
service? (zendesk.com)
4. Types of Customer
Interactions – unday 8 Most Common
Customer Interactions
(and How to Handle
Them) (revechat.com)

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

• Discuss how customer service is XII: Customer Service The Complete Guide to 2 hrs •Discussion Projector Recitation Face-to-face
practiced following the principles Principles & Practices •Demonstratio Computer Seatwork
Customer Service Best
of customer service 1. Principles of customer service n Quiz
• Discuss the how of developing a - ildefonso Practices | Blog | Hiver™ •Visual
service orientation 2. Developing a service (hiverhq.com) Presentation
orientation
Service Orientation –
Important Workplace
Skill | Jobandwork.asia

OTHER COURSE REQUIREMENTS

Aside from the major course outputs, the student will be assessed at other times during the term by the following:
 Class Participation
 Seatwork
 Group Report

COURSE POLICIES

Course Policies:
• Attendance – Students incurring the accumulated 20 percent of the total required course contact hours shall be considered dropped (With Lab: 18 hours – 4 laboratory and 3 lecture
meeting; Pure Lecture: 11 hours or 4 3-hour meetings). Students need to secure admission slip in case of absences/late. University admission policies should be
explicitly followed. (Lifted from Student Manual and Academic Manual).
• Class participation – Each student or team should comply with the requirements and required outputs corresponding each module/topic.
• Late work – Each student or team submitting/presenting their outputs outside the agreed schedule shall be deducted an agreeable points based on criteria for checking/evaluation.

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

• Missed exams/quiz – Provided with justified and reasonable written consent, missed exams encountered by a student shall be given a chance. However, the teacher will have to make
modifications based on the topics to avoid leakage. Students involved in various student-related activities, convocations, competitions representing the
College/Campus/University as well as differently-abled, hospitalization and social responsibility shall be given considerations.
• Academic integrity – Based on the Student Manual, any student found guilty of academic dishonesty, plagiarism, and cheating shall be dealt accordingly with prescribed
penalties/sanctions. The student will be on probation when necessary.
• Requests for extensions and for rescheduling of exams – In any case that extension of class and rescheduling of exam is necessary, a written valid and reasonable request shall be made
by the requesting party, noted by the concerned faculty with the approval of the college dean.
• Expectations for student conduct in the classroom or laboratory – Students are expected to comply with all the school rules and regulations as well as policies and ethical conduct on the
classroom or laboratory. Students are also expected to practice the 10 commandments of computer ethics and/or netiquette. Using of mobile phones or smart devices
during classes or laboratory session is strictly prohibited. Violation of such will be subject to disciplinary actions. In emergency cases, the student can answer the call/text
unnoticeably outside the class with the permission of the faculty.

INPUT FOR REVISION:

_____________________________________________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________________

REFERENCES/OTHER REFERENCES:

Online Resources

14 Social Skills to Help You Win in Life | Science of People

Advantages and Challenges of Global Team Collaboration - Avocor
What is the Levels of Culture? Definition and meaning (mbabrief.com)

Date of Revision/Enrichment: September 2022

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.
 Republic of the Philippines
Cagayan State University
GONZAGA CAMPUS
Gonzaga, Cagayan

COLLEGE of INFORMATION and COMPUTING SCIENCES

Prepared by:

ELMARIE RUFINA A. SUETOS

Faculty, IT 317

Reviewed and noted:

RICHARD R. AYUYANG, PhD

College Dean

CSU VISION CSU MISSION GOALS AND OBJECTIVES

CSU is a university with global stature in the
arts, culture, agriculture and fisheries, the
sciences as well as technological and
professional fields.
CSU is committed to transform the lives of
people and communities through high
quality instruction and innovative research,
development, production and extension.
1. To produce proficient, competent and committed
graduates equipped with the knowledge, skills and
positive values demanded by the IT profession;
and
2.To produce research and
extension-service-oriented graduates.