Course Orientation &

Introductory Lecture

Service Culture
Objectives

• Understand what is required of

them in class in terms of
participation
• Discuss the framework of Service
Culture, Personal leadership and
the importance of developing
leadership and Social
competencies
• Draw a concrete image of the
customer as a goal and driver of
business success
Objectives

• Analyze and evaluate case studies

that illustrate knowledge, skill,
behavior, performance, and
values gaps, and determine how
best to deal with similar
situations
• Create a customer service
program following guidelines of
project management and the
principles and practices of
customer service
Service Culture 10 minutes

What Comes to mind when you hear

Service Culture
Activity:

Getting to Know

• State: nickname
• Answer: what do you know
about the IT-BPM industry?
• Describe:
• Express:
General Expectations:

These are basic expectations from you when in class or performing

tasks meant for class:
• Mobile phones must be turned off.
• Punctuality must be observed at all times.
• Absences should be for reasonable cause and with due notice or
advise.
• Active participation in any and all activities is required.
• Asking questions and making good argumentative points are
encouraged.
• Practice courtesy and respect.
• No loitering during class sessions.
• Dress appropriately and modestly.
• Proper conduct of behavior must be observed at all times.
• Creative and analytical thinking is highly encouraged and
rewarded.
General Expectations:

When in class or performing tasks meant for class:

(continued)

• Practice courtesy and respect.

• No loitering during class sessions.
• Dress appropriately and modestly.
• Proper conduct of behavior must be observed
at all times.
• Creative and analytical thinking is highly
encouraged and rewarded.
Requirements:

Apart from attendance and participation, you

are required to:
• Fulfill all assessments / quizzes/ periodic
examinations without fail.
• Submit all required projects on time.
• Perform and complete required tasks or projects
based on guidelines you will be given.
• Participate actively in class activities.
• Contribute proactively to team class/team efforts.
Methodology:

There will be activities where your participation will

be rated:
• Recitation
• Pop-quizzes
• Essays/analysis
• Case Work and Research
• Group discussions/interactive activities (skits,
debate, project output)
• Homework
• Periodic examinations
Evaluation and Grading System:

Midterms Finals

Class performance 20% 20%

standing
Quizzes ( Min of 4) 40% 40%

Projects (Instead of 40% 40%

Periodic exams)
Total: 100% 100%
Service Culture Topics:

Personal Leadership and Personal/Social Competence

• Knowledge, skills, abilities in a general sense
• Critical personal and social competencies
• Individual and leadership values
• Personal and team mission, vision, and goals
• Team development skills
• Service Leadership development
Service Culture Topics:

Service Orientation
• Understanding cultural diversity
• Service organizations
• Customer service principles and practice
• Organizational mission, vision, and goals
• Customer service metrics
• Customer interfaces and service approaches
• Project management
• YOUR role in all this