SHE Level 1
SCQF Credit Points 20.00
ECTS Credit Points 10.00
Module Code M1N223789
Module Leader Caroline Tuff
School School for Work Based Education
Subject SCWBE
  • A (September start)
  • B (January start)
  • C (May start)
  • A (September start)-B (January start)
  • A (September start)-B (January start)-C (May start)
  • B (January start)-C (May start)

Summary of Content

The aim of this module is to enable students to gain a broad understanding of the numerous and diverse activities that combine to deliver the optimum level of customer service to the railway customer. It will ensure their understanding that customer service is essential for everyone involved in the railways, and how it is key to business success This module also aims to introduce students to several tools and methods used by commercial organisations to allow them to formulate models of best practice of customer service.


The following key areas will be considered: -425b7 Customer communication as a system - approaches to customer services - giving good/excellent customer service, measuring customer service standards, customer complaints. -425b7 Measuring customer service standards, understanding data sets and being able to interpret results. -425b7 Process Mapping aspects of customer service - key areas of rail customer services, journey purpose, internal customer/supplier relationships. -425b7 Supplier relationships and critical analysis and problem solving.

Learning Outcomes

On successful completion of the module the student should be able to:. Demonstrate a basic appreciation and knowledge of the key components of customer communications and service in the rail industry . Contextualise the use of business process improvement tools and problem solving methods within a railway operations environment by using a range of tools to plan an improvement action in a railway of their choice.. Summarise and analyse industry data on passenger satisfaction in order to generate a written report on improvement in a railway business of their own choice.

Teaching / Learning Strategy

This module is designed to be relevant to the student's workplace. The module teaching materials will be made available through GCU Learn. It is hoped students will participate in discussions on-line. Support will be offered on the web by e-mail on-line discussion and telephone. A tutorial event at the start of the module will bring students together from the programme. This also provides the opportunity to meet their tutors. Formative assessment will be used not only to encourage knowledge of the subject, but also to help develop transferable skills. Summative assessments will provide evidence of the learning achieved throughout the module. Summative assessments are compulsory.

Indicative Reading

Essential Craven, R. (2005).. Customer is King: How to exceed their expectations, 2 nd edition, London: Virgin Books Muther, A. (2002) Customer Relationship Management, Springer Heidelberg, Berthin Nash, S. and Nash, D. (2005) Deliver Outstanding Customer Service, Second Edition. Oxford: How To Books TQMI (2013) Practical Implementation of Business Process Improvement Including Lean - Methodologies, Tools and Techniques, TQM International Ltd [available from: <>] TQMI (2013) Continuous Improvement - A Route to Excellence, TQM International Ltd [available from: <>] TQMI (2013) Problem Solving - Tools and Techniques, TQM International Ltd [available from: <>]

Transferrable Skills

As well as covering the formal syllabus the student will have the opportunity to develop a range of transferable skills. Some of these are covered in the formal syllabus and are assessed, and some are not. These include: -425b7 Critical thinking and problem solving cognitive/intellectual skills. -425b7 Process and Project Management Skills b7 Research skills: library and internet research skills. b7 Communication skills: discussion and report writing skills.

Module Structure

Activity Total Hours
Assessment (PT) 40.00
Lectures (PT) 3.00
Seminars (PT) 12.00
Independent Learning (PT) 145.00

Assessment Methods

Component Duration Weighting Threshold Description
Course Work 01 n/a 100.00 40% 100% CourseworkNegotiated coursework with the student, GCU, and industry expert.