DOM 23056 Customer Service Baharain

DOM 23056 Customer Service Assignment Help Bahrain

Assignment   Mid-term   Project   Presentation   Practical Assignment ü
Test   Case study   Lab   Quiz   PoE  
Listening   Reading   Speaking   Writing    

 

Trainee name:  
Trainee number:    Group:  

 

Training year: 2020-2021   Semester: 1 2 3 4 5  
Qualification title: National Diploma in Business (Accounting, Office Management and Human Resources, Islamic Banking and Finance) Number: NDBAC-6

NDBOM-6

NDBHR- 6

NDIBF-6

  
Unit title: Customer Service  
Unit number: 05 Unit Code: DOM 23056 NQF level: 6  
Unit leader: Zahra Al-Mawlani Trainer Name(s): Zahra Al-Mawlani

Mrs. Menan Al-Araibi

Dr. Myrna Cabria

  
Assessment/

Distribution date:

 Week 4 Submission date/ Time allowed: Week 9  

 

Trainee declaration
I certify that the work submitted for this assessment is my own. I have clearly referenced any sources used in the work. I understand that false declaration is a form of malpractice.

 

Trainee signature:  ______________________________                    Date: _______________________

 

Task No. CILO Ref. Course Intended Learning Outcomes Grade (%)
1. 1. Explore how effective customer service contributes to business success.          / 25
2. 2. Evaluate the methods used to improve customer service in a business.         / 25
Contribution to Final grade       25   %

 

Task Feedback
1  

 

 

 

 

 
2  

 

 

 

 

 

 

 

Assessor declaration of authenticity:

I certify that the evidence submitted for this assignment

 Yes No
·       Is the work of the trainee; and    
·       Is not copied and pasted; and    
·       Is not done by someone else; and    
·       Any sources used in the assessment are clearly referenced    
I understand that a false declaration is a form of malpractice.

Assessor name: ______________________        Signature: ______________________ Date: ______________

Moderator name: ______________________     Signature: ______________________ Date: ______________

Internal Verifier Name:                                   Signature: ______________________ Date: _______________

TRAINEE PRESENTATION EVALUATION RECORD

As part of evidence for Assignment submission, the trainee would be required to:

·       Conduct a presentation of 5 – 10 minutes.

·       Ensure that the points explained, analysed and recommended are based on theoretical concepts learnt and data gathered from reliable sources.

·       Answer the assessors’ questions on the submitted report.

The assessor will gauge trainee’s understanding and ability to clearly present the key requirements of each task as shown below:

CILO Area of Focus Maximum

Marks

 Marks Awarded Assessor Comments
1 Explanation of two customer service representatives and their roles contributed to the success of the organization.

 

 05    

 
2  

Evaluation on two different methods used to improve customer service in the organization.

 2  
Recommendation of two methods to maintain loyalty of the satisfied customers in the organization. 3

 

 

   Assessor Name: _________________________________    Signature: _________________________    Date: _________________

 

   Internal Verifier Name: __________________________    Signature: _________________________    Date: _________________

 

Bahrain Training Institute

Commercial Studies Division

National Diploma in Business (Accounting/HR/Office Management) (NDBAC-6/ NDBOM-6/ NDBHR-6) – Year 2

 National Diploma in Islamic Banking and Finance) (NDIBF- 6) – Year 2

Customer Service (DOM 23056)

Semester 1 2020-2021

Assessment Type: Practical Assignment 1

Instructions to the Trainee:

  1. This Assignment should be done individually.
  2. Attach the front sheet with the assessment.
  3. Read and understand the given tasks carefully.
  4. Number the tasks clearly.
  5. Referencing is compulsory. Any plagiarised work will be given zero marks.
  6. Online Presentation is to be done individually in Week-8 using MS-Teams.
  7. Present your report in the following format:
  • Font theme:  Times New Roman/Arial
  • Font size:  12
  • Paragraphs:  1.5 line spacing.
  1. This assessment contributes 25% to the final grade.
  2. Total number of pages for this assignment is 15 pages

 Assignment Brief

Purpose of this assignment

The purpose of this assignment is to provide trainees with an opportunity to apply their acquired knowledge and understanding of customer service in exploring how effective customer service contributes to the organization’s success. This assignment provides also an opportunity for trainees to understand how customer service representatives or any persons who have a direct contact with customers satisfy clients while evaluating their methods used to improve the business customer service.
Scenario/Background

You are working as a trainee executive at a market research company. Your manager has asked you to explore how effective customer service contributes to the success of a business. You are also required to evaluate the methods used to improve customer service in a selected business organization.

In this regard, you need to select a business organisation which provides access to information relevant to customer service and different methods for enhancing customer service.
Task 1: This task provides evidence against CILO 1                                        (Total marks = 20)

You are required to explore how effectively customer service contributes to the success of the chosen business organization by completing the following:

1.1 Write an introduction about the business and its operation.                                              (2 Marks)

1.2 Present evidences that prove that the chosen organization has citations, awards and other star rating, feedback coming from an external awarding body or from their customers.              (2 Marks)

1.3  Choose any two customer service representatives from the organization structure (chart) and answer the following:

1. What are their roles as a customer service agent?                                                        (4 Marks)

2. How do they maintain positive attitudes?                                                                    (4 Marks)

3. How do they build products/service knowledge?                                                         (4 Marks)

4. What customer service approaches have mainly contributed to the success of the business?

(4 Marks)

Guidance/notes to the trainees

·       You must seek approval from your trainer regarding your chosen business organisation to avoid duplication of idea using the attached approval sheet.

·       You must write a simple introduction about your chosen business organization and gather evidences of their success in term of customer service satisfaction it can be the following mentioned but not limited to or you can explore any other options: Articles in the news, business growth, customer feedbacks, online star ratings given by customer, awards, citation given by any external awarding body or any other relevant ads or evidences.

·       In preparing the report, you can explore and investigate any other areas related to the job of the two customer service representative that might have contributed to the success of the business organisation. Written report must not be more than 3-5 pages in order to avoid providing insignificant information.

·       You must strictly follow the required format, font size, font style, line spacing, labelling, number of pages and other instructions.

Evidence for this task

·       A written report containing: (introduction, body and conclusion) of (3-5) pages covering the required tasks with proper referencing

·       Start by writing an introduction about the selected organisation

·       Online Presentation using MS-Teams.
Task 2: This task provides evidence against CILO 2                                        (Total marks = 20)

 

2.1     Evaluate TWO different methods used by your chosen business organization to improve their customer service.                                                                                        (2 x 5=10 Marks)

2.2     Recommend other TWO methods that the business may explore to maintain the loyalty of their satisfied customers.                                                                                             (2 x 5=10 Marks)

Guidance/notes to the trainees

·       Prepare a comprehensive written report of the methods used by your chosen organization in improving their customer service and your recommendations. Written report must not be more than 5 pages in order to avoid providing insignificant information.

·       You are required to gather evidences of the methods used by your chosen company in improving their customer service this may include but not limited to customer reviews, telephone, internet or employee surveys, customer feedback cards, questionnaire or any other methods evident to the customer. Make sure to include your sources which may be business webpage, actual survey from the company, or any other relevant evidences.

·       You must strictly follow the required format, font size, font style, line spacing, labelling, number of pages and other instructions.

 

 

Evidence for this task

·       A written report containing: (introduction, body and conclusion) of (3-5) pages covering the required tasks with proper referencing

·       Online Presentation using MS-Teams.
 

Sources of information:

[websites, hand-outs, main textbook] 

 Bahrain Training Institute

Commercial Studies Division

National Diploma in Business (Accounting, Human Resources and Office Management) and National Diploma in Islamic Banking and Finance) – (NDBAC -6/ NDBOM-6/ NDBHR-6/ NDIBF – 6) – Year 2

Unit:  Customer Service (DOM 23056)

Semester 1  2020-2021

APPROVAL SHEET

Proposed organization

 

 Customer Service Representatives

(position/job title )
 

 

 

  

 

Assessor comments and feedback Approved   Not approved  

 

Trainee Name:   Trainer Name  
Signature:   Signature:  
Date:   Date:  

 

ASSIGNMENT REPORT

 Note: Type answers below with the correct task number (total 3-5 pages of content)

 1.1)

APPENDIX

 

MOD006060 Customer Service Management for Tourism and Hospitality

MOD006060 Customer Service Management

ASSIGNMENT INSTRUCTIONS

Email: Hndassignmenthelp@gmail.com

Call or whats app: +447464884564

Assessment Coursework (Management Report)
Assessment code: 010
Academic Year: 2020/2021
Trimester: 1
Module Title: Customer Service Management for Tourism and Hospitality
Module Code: MOD006060
Level: Level 5
Module Leader: Monica Or
Weighting: 60%
Word Limit: 3000 words

This excludes bibliography and other items listed in rule 6.75 of the Academic Regulations: http://web.anglia.ac.uk/anet/academic/public/academic_regs.pdf
Assessed Learning

Outcomes

 1,3 and 4
Submission Deadline : This assignment must be received by no later than 14:00 on Friday

6th November 2020

 WRITING YOUR ASSIGNMENT:

  • This assignment must be completed
  • You must use the Harvard referencing
  • Your work must indicate the number of words you have Written assignments must not exceed the specified maximum number of words. When a written assignment is marked, the excessive use of words beyond the word limit is reflected in the academic judgement of the piece of work which results in a lower mark being awarded for the piece of work (regulation 6.74).
  • Assignment submissions are to be made anonymously. Do not write your name anywhere on your
  • Write your student ID number at the top of every
  • Where the assignment comprises more than one task, all tasks must be submitted in a single document.
  • You must number all

SUBMITTING YOUR ASSIGNMENT:

In order to achieve full marks, you must submit your work before the deadline. Work that is submitted late – up to five working days after the published submission deadline – will be accepted and marked. However, the element of the module’s assessment to which the work contributes will be capped with a maximum mark of 40%.

Work cannot be submitted if the period of 5 working days after the deadline has passed (unless there is an approved extension). Failure to submit within the relevant period will mean that you have failed the assessment.

Requests for short-term extensions will only be considered in the case of illness or other cause considered valid by the iCentre Adviser. Please contact iCentre@lca.anglia.ac.uk. A request must normally be received and agreed by the iCentre Adviser in writing at least 24 hours prior to the deadline. See rules 6.56-6.65: http://web.anglia.ac.uk/anet/academic/public/academic_regs.pdf

 

Mitigation: The deadline for submission of mitigation in relation to this assignment is no later than five working days after the submission date of this work. Please contact iCentre@lca.anglia.ac.uk See rules 6.103 – 6.132: http://web.anglia.ac.uk/anet/academic/public/academic_regs.pdf

ASSIGNMENT Case Study

Due to the global pandemic of Covid-19, hospitality establishments were forced to close to comply with Government measures during the lock down in the UK (10 Downing Street 2020).

Many hotels closed temporarily due to the social distancing measures that were enforced on 23rd March 2020 (GOV.UK 2020a).

During this time there has been much discussion in the hospitality industry of how now hotels will operate once the lock down is eased. It is predicted that social distancing measures will still be in place for the long term. GOV.UK (2020b) guidelines have been issued to industry of how they can operate although with hospitality being a predominantly social industry, it creates major challenges of how to create a customer experience whilst still abiding by these regulations.

A service blueprint is a diagram that visualises the relationships between different service components. They can be a particularly useful tool for outlining the customer experience. A blueprint will describe the critical service steps objectively and depict them so that employees, customers and managers alike know what the service is, can see their role in its delivery, and understand all the steps and flows involved in the service process. Careful analysis of each contact point in the blueprint will reveal where problems might occur so they can be anticipated and avoided (Hudson and Hudson, 2017).

DUKES LONDON is a five-star luxury hotel based in St James’s Place. Steeped in history the hotel is renowned not just for its luxury décor, but also for the high service levels their staff deliver. In September 2018 it celebrated 110 years and during its long history the hotel temporarily closed for the first time on 20th March 2020.

As shown on their website (Dukes Hotel 2020) DUKES LONDON Values: Committed to exceptional service

Quintessentially British Immaculately presented Warm and welcoming

ASSIGNMENT Task 

As the lock down measures are easing, you have been hired as a consultant by the Management Team to develop a service blueprint to demonstrate how the Covid-19 Government measures such as social distancing can be implemented at the hotel. Through doing this you must still ensure the hotel can deliver the exceptional service it is renowned for.

The service blueprint will be done in a management report layout and should include the following areas:

  • Executive Summary (not included in the word count)
  • Table of Contents (not included in the word count)
  • Introduction – 500 words
  • Main Body – please use appropriate headings (do not head it up main body) –

2000 words

  • Blueprint diagram specific for DUKES LONDON to be placed in the main body
  • Conclusion and Recommendations – 500 words
  • List of References (not included in the word count)

ASSIGNMENT Criteria

Criteria being assessed Marks
Knowledge and Understanding

Establish and evaluate the factors that limit customer service within the hospitality and tourism industry.

 15
Knowledge and Understanding

Explore different customer behaviours and how to match the service delivery to those expectations.

 60
Intellectual, practical, affective and transferrable skills

Evaluate the benefits and opportunities derived from exceeding customer expectations to an organisation’s success.

 15
Knowledge and Understanding

Ability to demonstrate Harvard referencing, a bibliography and effective communication.

 10

 

Points to Consider:

Introduction

Using secondary research, put your report in to context using DUKES LONDON as your case study. (500 words)

Introduction outline:

 

  • Overview of DUKES LONDON
  • Examine the demographic profile of DUKES LONDON customers (include a definition of a demographic profile)
  • Examine the global consumer trends that DUKES LONDON leverage (include a definition of a consumer trend)
  • Based on your research, describe the likely expectations of a typical DUKES LONDON customer

Main Body

Based on evidence from your secondary research, create a service blueprint to depict the journey of a DUKES LONDON customer for their arrival at the hotel including the check in process and how they would have breakfast in their Great British Restaurant the next morning.

Using the blueprint, identify where the social distancing measures will have to be incorporated. (2000 words)

Main Body outline:

  • Examine a DUKES LONDON customer’s service journey for arrival at the hotel and breakfast the next
  • Describe the physical evidence of the service journey
  • Identify the “On Stage” interactions (touchpoints) with team members
  • Identify the “Back Stage” interactions
  • Identify the support processes
  • Apply the knowledge to a service blueprint diagram and include customer emotions, the line of interaction, the line of visibility and the line of internal interaction (template on the VLE)
  • Identify where the social distancing measures are implemented.

Conclusion and Recommendations

Conclude and make recommendations on how to implement social distancing measures at DUKES LONDON ensuring exceptional customer service delivery is maintained. (500 words)

Conclusion and Recommendations outline:

  • Outline the consequences of social distancing measures in relation to timings, metrics and
  • Recommendations on how to implement social distancing measures at DUKES LONDON looking at best practice

Harvard referencing, bibliography and effective communication

Reading List

10 Downing Street (2020) United Kingdom Prime Minister Boris Johnson gies an important update on coronavirus 23/3/2020. [Online] 23 March. Available at: https://www.youtube.com/watch?v=jK8vjgVlc8A [Access date 28 April 2020]

Dukes Hotel (2020) Dukes Collection [online] Available at: https://www.dukeshotel.com/dukes-collection/ [Accessed 28 April 2020]

Gibbons, S., (2017). Service Blueprints: Definition. [online] 27 August. Available at:

<https://www.nngroup.com/articles/service-blueprints-definition/> [Accessed 30 July 2019].

Gov.UK (2020a) Staying at home and away from others (social distancing) [Online] 29 March. Available at: https://www.gov.uk/government/publications/full-guidance- on-staying-at-home-and-away-from-others/full-guidance-on-staying-at-home-and- away-from-others [Access date 28 April 2020]

Gov. UK (2020b) Social distancing in the workplace during coronavirus (COVID-19): Sector Guidance [Online] 7 April. Available at https://www.gov.uk/guidance/social-

distancing-in-the-workplace-during-coronavirus-covid-19-sector-guidance. [Access date 28 April 2020]

Hudson, S. and Hudson, L., (2017). Customer Service for Hospitality and Tourism. Oxfordshire: Goodfellow Publishers Ltd.

Or, M (2016) Star Quality Experience: The Hotelier’s Guide to Creating Memorable Guest Journeys. Great Britain, Rethink Press

UKHospitality (2020) Covid-19 Secure advice and risk assessments for hospitality businesses. [Online 25 June 2020] Available at: https://www.ukhospitality.org.uk/page/UKHospitalityGuidanceforHospitality [Access date 26 June 2020]

BMGT7021 Research Methods Oxford Brookes University

BMGT7021 Research Methods Oxford Brookes University

Contact Us: Email: Hndassignmenthelp@gmail.com

Call or whats App: +447464884564, +918053884564

BMGT7021: Research Methods

Module Handbook Semester 1 2020-21
Information on changes to your programme in response to COVID-19 can be found on the

Programme Moodle Site – details on p2.
OXFORD BROOKES BUSINESS SCHOOL
Module Leaders:

Doaa Althalathini (BMGT) Office: CLC.1.18

Phone: 3832

Levent Altinay (HOSP) Office: CLC.2.31

Coursework 1 – Project Registration Form (10% of the module mark)

Assignment task

You will be expected to fill a Project registration form (600-650 words) which will assess your research skills. You are expected to demonstrate your research methods understanding/ knowledge through identifying an innovative but ‘feasible and researchable topic’; identifying and critically reading relevant sources in order to articulate your research rationale; formulate the aim and objectives of the study and demonstrate an awareness of the strengths and weaknesses of different data collection techniques. Please note that you are expected to use minimum 10 references to support your arguments in the registration form.

Assessment criteria

You will be assessed based on whether your reflective essay meet the following criteria:

  • Formulate a working project title (10%)
  • Formulate a research question/aim and three/four objectives which will help you to answer the overall question (20%)
  • Formulate a summary of the existing research/secondary data, which theory/ies, concepts are you going to utilize, etc. (30%)
  • Discuss and evaluate the advantages and disadvantages of your chosen data collection methods (30%)
  • Project delimitations such as any problems, limitations or ethical issues foreseen to undertake the project (5%)
  • References (5%)

Assignment length

The length of an assignment is limited by a set number of 600-650 words (maximum) to contribute towards the development of writing skills and to ensure all work is assessed equitably.

We therefore require you to complete your assignments within the number of 600-650 words specified in the assignment brief.

Words that exceed the maximum allowed will not be marked. If in doubt, you should discuss this with the Module Leader before submission. The specified word count refers to the main body of the Form and does not include title page, headings or reference list. The word count does include in-text citations.

Submission date and instructions

Your work must be uploaded to the dropbox in Moodle by 13:00 on 06 November 2020.

For electronic submission: Give the file(s) which you intend to upload a name which begins with your student number. For example, ‘12345678_RegistrationForm_BMGT7021’

For student who are registered with the Dyslexia/SpLD Service, any submission through Moodle and Turnitin will trigger a notification of a Blue Card and there is no action required by a student.

University policy is that the default is that all assessment submissions will be online. Any cases for exception to this policy needs to have appropriate approval at Faculty level. Exceptions to this rule are published on the Faculty Googlesite.

Please ensure you submit your assignment no later than the deadline set above (these are fixed deadlines but students may exceptionally secure a 24 hour grace period if last minute untoward circumstances affect your ability to submit on time). Please see your Programme Handbook for more details. Please note the use of this grace period is monitored and restrictions in place for overuse.

Presenting coursework for assessment

Both assignments must be presented in the following format:

  • It must be word-processed in 11-point Arial font and double-spaced.
  • It must be black text on a white or ivory
  • All pages must be
  • Margins must be as follows: Top: 1 inch, Bottom: 1 inch (2.5 cm), Left: 25 inches, Right: 1.25 inches (3.2 cm).
  • It should not contain your name(s).

Coursework 2: Individual Research Proposal (90% of the module mark)

Assignment task

a suitable and realistic research proposal of maximum 2,000 words providing an overview of contemporary theory, practice and literature related to a chosen area of your interest. The final research proposal should include the following elements: these elements may form subheadings for your research proposal document.

Working title (5%), which should capture the essence of your project, and includes information which relates to the proposed study which you wish to undertake.

Introduction (20%), where you provide background of the research proposal, including the topic area for the research, the research rational/gaps/need, why the research topic was chosen, and/or the context in which the study will be undertaken describing what has led to the situation and why the study will be of importance from a practical view point. You need also to include your specific research aim and objectives.

Literature review (30%), this section should critically review the relevant literature and theoretical work. The review might also include more practitioner-based studies which are of significance. It should compare and contrast perspectives that have been gleaned from reading and investigating the subject. The literature review must be fully referenced using the Harvard style format. This introductory literature review will be a substantive part of this proposal and form the basis of the literature used within your final project. This is a crucial part of the Research Proposal

Methods (35%), a clear and justified research strategy to address your research question. This could include: (a) data collection method(s) to be used with justifications, (b) participants where appropriate (population, sampling, access), (c) potential limitations and ethical issues and ways to overcome them, (d) research philosophy which will underpin the dissertation if relevant.

Plan (5%). This should explain the key activities that need to be undertaken to complete the final project. It should also include a time plan and the resources needed to undertake the proposed research (when the chosen method will be instigated, when the data will be collected by, when the analysis will be done, when the first draft will be delivered to your supervisor).

References (5%) In text citations and the reference list should use Harvard style. Appropriate referencing is important to avoid plagiarism so please take this seriously. Please read the guidelines and regulations provided later for more specific details.

Assessment criteria

Distinction (a mark of 70%-100%) – Your Proposal provides a powerful rationale for the subject. The proposed topic is challenging, as well as being appropriate to the requirements of the Master’s Dissertation (in terms of focus and academic level). The aims and objectives are precise, realistic and consistent with the rationale. You provide a thorough review of the relevant literature in the subject area by using a range of appropriate and up-to-date sources. Identifies and critically evaluates appropriate theories and/or concepts which underpin the study. There is evidence of evaluation and selectivity of the material presented. The literature review also demonstrates an excellent understanding of the subject through critical interpretation and analysis of issues. The proposal evaluates the strengths and weaknesses of the chosen research approach. A research method(s) is chosen which is excellently justified through the evaluation of at least two methods. Potential limitations are assessed. A realistic, detailed and practical time plan has been developed. Very accurate referencing using the Harvard system. The proposal is well structured and excellently presented

Merit (a mark of 60%-69%) – Your Proposal provides a good rationale for the subject. The proposed topic is very appropriate to the requirements of the Master’s Dissertation. The aims and objectives are well conceived and formulated, and are consistent with the stated rationale. You provide a thorough review of relevant literature in the subject area using appropriate sources. There is evidence of developing theories and/or concepts to show understanding. The literature review demonstrates an understanding and critical review of the subject and its implications for the study. The proposal identifies and begins to evaluate the strengths and weaknesses of the chosen research approach. A research method(s) is chosen which is well justified through the evaluation of at least three methods. Potential limitations are identified. A realistic and practical time plan has been developed. Largely accurate referencing using the Harvard system. The proposal is well structured and presented.

Pass (a mark of 50%-59%) – Your Proposal provides a relatively sound rationale for the subject. The proposed topic is appropriate to the requirements of the Master’s Dissertation. The aims and objectives are consistent with the stated rationale. You provide a review of relevant literature in the subject area using appropriate sources. There is some evidence of developing theories and/or concepts to show understanding. The literature review demonstrates an understanding of the subject and its implications for the study. The proposal identifies the strengths and weaknesses of the chosen research approach. A research method(s) is chosen which is justified through the evaluation of at least three methods. Potential limitations are identified. A realistic and practical time plan has been developed. Some inaccuracies in the referencing style using the Harvard System. The proposal is effectively presented.

Refer (a mark of 0-49%) – Your Proposal does not provide a specific rationale for the subject. The proposal is unfocused and not presented well. The aims and objectives are poorly conceived. There is evidence that you have carried out some review of the literature, but this is likely to be limited. You have not identified theories and/or concepts to show understanding. The proposal does not sufficiently identify the strengths and weaknesses of the chosen research approach. A research method(s) has been chosen which is not sufficiently justified through the evaluation of at least three methods and as a result may be inappropriate. Potential limitations are not identified. Lack of a realistic and practical time plan. The referencing is weak and does not always conform to the Harvard System. The proposal is not well presented.

Assignment length

The length of an assignment is limited by a set number of 2,000 words (maximum) to contribute towards the development of writing skills and to ensure all work is assessed equitably. We therefore require you to complete your assignments within the number of 2,000 words specified in the assignment brief.

The specified word count refers to the main body of the report and does not include front cover, title page, contents page, executive summary, reference list, bibliography or appendices. The word count does include headings, tables and in-text citations, but not equations or diagrams.

Appendices themselves will not be marked. However, inappropriate use of appendices will be taken into consideration when awarding the final mark.

Words that exceed the maximum allowed will not be marked. If in doubt, you should discuss this with the Module Leader before submission.

ACC5003 Personal and Business Taxation

ACC5003 Personal and Business Taxation 2020/21

 Assessment Number 1:         Essay (30%)

 

 Assessment Title:                   Good tax systems

 

 Assessment Length:               2,500 words maximum

 

 Submission Deadline

 

Learning Outcomes Assessment
1-    Demonstrate an understanding of the structure and operation of the system of taxation in the UK and of the application of the various taxation regulations to individuals and businesses – this requires communication and problem-solving skills 2,500  word essay

Assignment Brief:

Consumption, not income tax is often thought to be a fairer basis on which to levy a progressive personal tax. Compare and contrast the two types of taxation and assess, making use of relevant examples, the extent to which each meets the desirable characteristics of a “fair” system of taxation.

Secondary Research Level HE5 – It is expected that the Reference List will contain between ten and fifteen sources. As a MINIMUM the Reference List should include two refereed academic journals and three academic books

Specific Assessment Criteria:

First class: This piece of work shows evidence of wider research with reference to a number of differing academic viewpoints. The essay has recognised relevantly and discussed in detail, all the required external environmental factors which affect a fair tax system.  Several reasoned and logical arguments have been developed well and supported by a wide range of appropriately researched literature. Reference to two or more academic models is clear, relevant and informative. Presentation is of a high standard, and in the appropriate essay style.  The high number of appropriate sources has been referenced accurately and to a high standard.

Second class: A clear and informative piece of work with evidence of wider research and discussion. The essay has correctly recognised and discussed, all the required external environmental factors which affect a fair tax system.  Some reasoned arguments have been developed and supported by a good number of sources.  Reference to two academic models is clear.  Presentation is of a good standard, in the appropriate essay style.  A good number of appropriate sources have been referenced well, with most complying with the Harvard style.

Third class: A reasonable attempt has been made at researching the essay but greater in depth discussion and academic debate is required.  The essay has recognised the external environmental factors which affect a fair tax system, however mostly the discussion is superficial and lacking in any depth.  Reference to two academic models has been attempted.  Presentation of the essay is limited, and Only the minimum of 5 sources has been provided, with at least one academic text and two academic journals included.

Fail: Students who do not meet the requirements of a third class grade will not successfully complete the assessment activity.

Submission Instructions:

See Section 11 in the module guide (Guidelines for the Preparation and Submission of written coursework), which will give you details on how to submit your work electronically.  You are required to submit only electronic copies of your written assessments, unless your Module Tutor advises you otherwise.

Advice:

  • Do not cut and paste phrases or paragraphs from published sources. You should seek to use your own words to explain concepts and theory.
  • If you wish to refer to specific quotes from published sources then you must use full Harvard presentation. See BISSTO for clear guidance.
  • Do not share work with other students.
  • SUBMIT BOTH A PAPER COPY TO YOUR TUTOR AND AN ELECTRONIC COPY TO TURNITIN.

General Assessment Guidelines Level HE5

   Relevance

Knowledge

 Argument/Analysis Structure Presentation Written English Research/Referencing
Class I
(Exceptional

Quality)

 80%+ As for Class 1(70-79%) but exceptional work
 

70-79%

 Directly relevant to title.  Addresses most or all of the implications and assumptions of the title. Demonstrates a wide knowledge/understanding of theory and practice for this level, through the identification and analysis of the most important issues and themes. Makes creative use of appropriate arguments and/or theoretical models. Contains some distinctive or independent thinking.

A comprehensive analysis of the material resulting in clear, logical conclusions.

 Coherently articulated and logically structured.

An appropriate format is used.

 The presentational style & layout is correct for the type of assignment.

Effective inclusion of figures, tables, plates (FTP).

 

 A very well written
answer with standard spelling and grammar.

Style is clear, resourceful and academic.

 

 Sources accurately cited in the text. A wide range of appropriate references cited in the reference list in the correct style.
Class II/i
(Very Good Quality)		 60-69% Directly relevant to title.

Addresses some of the implications of the issues addressed by the title.

 Demonstrates a sound knowledge/understanding of theory and practice for this level through the identification and analysis of key issues and themes. Uses appropriate arguments or theoretical models.

Intermittent analysis of the material, with some descriptive or narrative passages. Clear, logical conclusions.

 For the most part coherently articulated and logically constructed.

An appropriate format is used.

 The presentational style & layout is correct for the type of assignment.

Effective inclusion of FTP.

 Well written with
standard spelling and grammar. Style is clear and academic.

 

 Sources accurately cited in the text and a range of appropriate references cited in reference list in the correct style.
Class II/ii
(Good Quality)		  

50-59%

 Generally addresses the title and its implications, but sometimes addresses irrelevant issues. Demonstrates an adequate  knowledge/understanding of theory and practice for this level, through the identification and analysis of the some key issues and themes. Provides a coherent argument, but lacking clear focus and consistency in places. Some issues lack clarity, or theoretical models expressed in simplistic terms.

Evidence of attempted analysis, with descriptive or narrative passages. Conclusions are fairly clear and logical.

 Adequate attempt at articulation and logical structure.

An acceptable format is used.

 The presentational style & layout is correct for the type of assignment.

Inclusion of FTP but lacks selectivity.

 Competently written with  minor lapses in spelling and grammar. Style is readable and mainly academic.

 

 Most sources accurately cited in the text and an appropriate reference list in the correct style is provided.
Class III
(Satisfactory Quality)		 40-49% Some degree of irrelevance to the title.  Superficial consideration of the issues. Demonstrates limited knowledge/understanding of theory and practice for this level, with intermittent analysis of some key issues and themes. An argument is evident but lacks clarity and coherence.
Issues are only vaguely stated.

Largely descriptive or narrative passages lacking clear analytical purpose. Conclusions are not always clear or logical.

 Some attempt at articulation and logical structure.

An acceptable format is used.

 The presentational style & layout is largely correct for the type of assignment.

Inappropriate use of FTP or not used where clearly needed to aid understanding.

 Generally competent writing although intermittent lapses in grammar and spelling pose obstacles for the reader.

Style limits communication and tends not to be academic.

 Some relevant sources cited. Some weaknesses in referencing technique.
Borderline

Fail

  

35-39%

 Some significant degree of irrelevance to the title is common. Only the most obvious issues are addressed at a superficial level and in unchallenging terms. Demonstrates weaknesses in knowledge of theory and practice for this level. Evidence of understanding of key issues is lacking.

 

 

 

 

 

 Limited argument, which is descriptive or narrative in style with little evidence of analysis. Conclusions are neither clear nor logical. Poorly structured. Lack of articulation.

Format deficient.

 For the type of assignment the presentational style &/or layout is lacking.

FTP ignored in text or not used where clearly needed.

 Deficiencies in spelling and grammar makes reading difficult.

Simplistic or repetitious style impairs clarity.

 

 

 Limited sources and weak referencing.
Fail  

<34%

 Relevance to the title is intermittent or missing. The topic is reduced to its vaguest and least challenging terms. Demonstrates a lack of basic knowledge of either theory or practice for this level, with little evidence of understanding. Inadequate arguments and no analysis.

Conclusions are sparse.

 Unstructured.

Lack of articulation. Format deficient.

 For the type of assignment the presentational style &/or layout is lacking.

FTP as above.

 Poorly written with numerous deficiencies in grammar, spelling, expression and style. An absence of academic sources and poor referencing technique.

 

ASSIGNMENT MARKING GUIDE

 

Marks are awarded for structure and referencing of the essay as well as for the extent of the literature review, depth of analysis/evaluation and formation of a conclusion.

 

Answer is expected to include:

 

 %
Introduction and discussion of each type of taxation 15
Introduction and discussion of each desirable characteristic 20
Discussion and assessment of the extent to which the each type of taxation

fulfils the characteristics of a desirable system

 45
Formation of a logical conclusion following a well

reasoned argument

 10
Structure/referencing/bibliography 10

 

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