Mary Hedderman Course Leader

1. BA (Hons) Strategic Customer Management – a new innovative degree at the University of South Wales Mary Hedderman Course Leader

2. “The South Wales Business School aims be the leading provider of practice-led and collaborative business education for the South Wales region. Supported by the work of the USW Exchange we aim to be the leading University for Industry Engagement in the Cardiff City Region by 2020‘. In developing this new degree, we aim to meet the specific needs of a growing business function - Customer Management through the provision of a quality, relevant course and excellent student experience, combining in class study with tailored work based learning‘ Dr. Dominic Page Head of the South Wales Business School

3. Overview of the degree BA (Hons) Strategic Customer Management is an exciting and innovative degree which has two primary aims; • To respond directly to employer led demand for business graduates with effective customer management skills across a range of online and offline platforms • To respect the Higher Education Act 2017 which aims to widen both choice and value for students. As an accelerated degree, structured over two years, students will be able to graduate sooner and with significantly lower loan commitments

4. 1. Employer led • The degree was inspired by our relationship with the Wales Contact Centre Forum and thank you to those of you here today who have been involved with us in the development of the degree • Our consultation with WCCF has resulted in a degree which combines contemporary business modules with customer management led modules namely Customer Service and Quality Systems, Professional Selling and Strategic Customer Service Excellence

5. 2. An accelerated degree • BA (Hons) Strategic Customer Management is an early entrant into the undergraduate market for accelerated degrees and recognises the government’s view that it is important to offer a variety of degree models that work equally and fairly for all • Completion within two years also acknowledges that some students are less drawn to the experience of the three year traditional degree and would prefer to condense their study time and enter graduate employment sooner

6. DegreeStructure and Content • The degree is structured around 3 x 10 week terms in both years- please see the A3 Course Plan • The course begins with the traditional approach of university based lectures where the required foundation of business and customer management knowledge is established. The course then progresses with a focus on application of this knowledge to the work place, presenting a significant opportunity for employers to become involved

7. An opportunity for employers to be involved… • With work based learning central to the degree, students will firstly participate in simulated work experience of a live case study at USW Exchange (our in house business clinic). This is designed to facilitate effective transition into work based learning within an organisation • Work based learning within an organisation will commence with a short placement in year two followed by 20 weeks paid work based learning. This will be delivered in a manner akin to a sandwich year with four days in the work place and day release at the university – we are currently offering the opportunity for employers to be involved in this work based learning and to engage our skilled and knowledgeable students in paid work based learning

8. Learning and Teaching Mindful of the additional demands of an accelerated degree the learning and teaching is designed to provide appropriate support for students; • There will be a two week induction programme to prepare students for the rigours of the course • One of the first modules studied on the course is Skills and Professional Development. This is a practical module designed to equip students with both the academic skills needed for their higher education studies and to also begin their professional development and smooth their entry into the workplace

9. Learning and Teaching • Tutorials are built into the course to provide academic touch points at important times. For example, to support students at assignment preparation time and crucially, to assist with the swift progression between study levels • With a small initial cohort of approximately 15 students close weekly contact will be established and maintained between the Course Tutor and the student to identify any issues at the earliest opportunity and to fully support relationships between the university, student and employer

10. Learning and Teaching Arange of assessment methods will be used to enhance the learning and teaching experience • Individual and group work • Oral presentations • Written assignments • In class tests • Portfolios within the workplace • Practical assessments, including for example, an immersive learning experience. This will expose students to a real time crisis situation at USW’s Hydra Minerva Suite which uses sophisticated technology to present students with particular scenarios to which they must respond

11. In conclusion I am delighted to present BA (Hons) Strategic Customer Management for your consideration , we believe this to be an exciting and innovative degree that meets the current needs of employers and students alike I look forward to addressing any questions that you may have and if you would like to work with us in engaging some of our students in paid work based learning please let me know and this can be discussed in further detail Thank you