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COLLEGE OF BUSINESS, HOSPITALITY AND TOURISM STUDIES

SCHOOL OF MANAGEMENT & INFORMATION SYSTEM

DEPARTMENT OF MANAGEMENT, IR & OHS

MGT607 16 Credit Points Sales Management Trimester 1 2012

UNIT COORDINATOR: TBA


CONTRIBUTING LECTURERS: TBA
TUTORS: N/A

LECTURES: TBA (on FNU Homepage)


LABS: TBA (in class in week 1)

CONSULTATION TIME: Walk-in: TBA (in class in week1)


Or through appointment with the Dept secretary

PREREQUISITE: MGT501 OR equivalent

E-INFORMATION: All pertinent information relating to the unit shall be posted on


Moodle and Class share. Students are required to check their
emails regularly for communication from the lecturer. Check the
announcements on the Moodle or/and class share.

TOTAL LEARNING HOURS:

Contact Hours 72
Lectures 48
Tutorials (using labs) 24
Labs/Workshops -
Field Trip(s) -
Self Directed Learning (during term) hours 96
Self Directed Learning (Mid-Term Break) hours 24
Self Directed Learning (Study & Exam Weeks) hours 48
Total Learning Hours 240

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1.0 Welcome

I welcome you to this Unit and hope that you will find it enriching and interesting. This unit will
develop students knowledge and skills in developing Sales Management concepts and how to
apply them to solve business problems. This course has been designed for students who would
like to start a career in Sales Management

2.0 Unit Description

This programme brings together an understanding of sales force investment and its
appropriateness in terms of quantum, structure and capability. This further helps to understand
the sales force management process. It helps to assess motivation levels of sales personnel and
describe how one can drive extraordinary performance. The course demonstrates how a sales
force can better capitalize on new technologies and avoid falling victim to technology-based
threats. The course further shows how to encourage the sales force to generate profitable sales
and build long term customer relationships without adding excessive complexity to the process.
Finally it helps one to learn the steps and phases involved in managing the sales force and gain
sufficient knowledge to be able to coordinate sales management processes.

3. 0 Learning Outcomes

On successful completion of this unit, students will be able to:

1. Evaluate sales management process and the competencies required for successful sales.
2. Generate an understanding of the strategic marketing and management planning, and
effective sales force programme.
3. Formulate how to achieve sales and the minimum opportunity a sales person should
persue.
4. Analyze the purchasing process and the factors influencing the purchasing behaviour.
5. Judge the basic selling models and the phases involved in the models.
6. Analyze importance of the organizations core accounts
7. Evaluate recruiting and selection process for the sales job and the various sources of
recruitment.
8. Diagnose training needs of a sales force and develop effective sales training programme.
9. Interpret the various leadership styles to plan and conduct sales meeting and solve
related issues.
10. Evaluate the importance of business and sales ethics.
11. Analyze the various individual needs and incentive systems.
12. Analyze and examine various compensation methods and plans for compensating sales
people.

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4.0 Unit Content and Reading References

Topic 1: INTRODUCTION TO SELLING AND SALES MANAGEMENT

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The student should be able to design sales management process and the competencies required
for successful sales.

PERFORMANCE CRITERIA:

1.1 Analyze sales management and its relation to other marketing activities.
1.2 Analyze the changes in personal sales and sales management.
1.3 Diagnose the sales management process.
1.4 Evaluate the competencies of successful sales managers.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management, Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 2: STRATEGY AND SALES PROGRAMME PLANNING

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The student should be able to generate understanding of the strategic marketing and
management planning, and effective sales force programme.

PERFORMANCE CRITERIA:

2.1 Analyze strategic management planning


2.2 Formulate the major steps involved in strategic marketing planning
2.3 Diagnose the four strategy implementation processes involving the sales force
2.4 Design the account relationship strategy element of a sales force program

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management, Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 3: SALES OPPORTUNITY MANAGEMENT

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The students should be able to formulate how to achieve sales and the minimum opportunity a
sales person should pursue.

PERFORMANCE CRITERIA:

3.1 Diagnose the effective steps for generating new accounts.


3.2 Determine the minimum opportunity a salesperson should pursue.
3.3 Diagnose four methods for setting opportunity priorities and indicate when each
method should be used.
3.4 Evaluate how salespeople can manage their time more efficiently.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management, Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 4: ACCOUNT RELATIONSHIP MANAGEMENT

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The students should be able to design the purchasing process and the factors influencing the
purchasing behavior.

PERFORMANCE CRITERIA:

4.1 Formulate the steps in the professional purchasing process.


4.2 Analyze the different buying influences in the buying centre.
4.3 Examine how relationships are likely to evolve.
4.4 Diagnose factors critical to gaining commitment to a relationship

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management,Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 5: CUSTOMER INTERACTION MANAGEMENT

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The students should be able to analyze the understanding of the basic selling models and the
phases involved in the models.

PERFORMANCE CRITERIA:

5.1 Diagnose the basic types of selling models.


5.2 Examine the skills utilized in the pre-interaction phase.
5.3 Analyze the skills involved in the interaction phase.
5.4 Evaluate the skills involved in the post-interaction phase.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management,Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 6: SALES FORCE ORGANISATION

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The students should be able to analyze the importance of the organizations core accounts

PERFORMANCE CRITERIA:

6.1 Determine the various ways by which sales forces can be organized.
6.2 Examine what a strategic accounts management programme means.
6.3 Formulate the reasons for the growth in telemarketing and its implementation issues.
6.4 Analyze why and when sales agents are utilized.
6.5 Analyze evolving trends in sales force organization.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management, Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 7: RECRUITING AND SELECTING PERSONNEL

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The students should be able to formulate the recruiting and selection process for the sales job
and the various sources of recruitment.

PERFORMANCE CRITERIA:

7.1 Diagnose how to plan for recruiting and selection


7.2 Analyze relevant hiring criteria for sales jobs.
7.3 Generate the different sources of recruits.
7.4 Diagnose the selection and validation process

Reading Resource Materials


1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management, Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 8: SALES TRAINING

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The student should be able to evaluate the training needs of a sales force and develop effective
sales training programme.

PERFORMANCE CRITERIA:

8.1 Generate specific training needs for a sales force.


8.2 Formulate the topics to include in a training programme.
8.3 Analyze the advantage of centralized and decentralized training.
8.4 Examine the use of line, staff and outside trainers.
8.5 Generate the value of alternative training methods and media.
8.6 Formulate the different methods for evaluating training results.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management,Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 9.0: LEADERSHIP

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 11.5hrs

LEARNING OUTCOME:

The students should be able to analyze and diagnose various leadership styles to plan and
conduct sales meeting and solve related issues.

PERFORMANCE CRITERIA:

9.1 Analyze what is meant by leadership.


9.2 Diagnose how leaders manage change.
9.3 Analyze the appropriate leadership styles for a particular situation.
9.4 Diagnose what is involved in planning and conducting a sales meeting.
9.5 Diagnose common peoples problems.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management,Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

11
Topic 10: ETHICAL LEADERSHIP

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The students should be able to analyze the importance of business and sales ethics.

PERFORMANCE CRITERIA:

10.1 Analyze the moral bases for business ethics.


10.2 Evaluate how to make decisions that involve ethical problems.
10.3 Validate the issues of common sales ethics.
10.4 Design how to build a sales ethics program

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management,Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

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Topic 11: MOTIVATING SALESPEOPLE

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The student should be able to analyze and explain various individual needs and incentive
systems.

PERFORMANCE CRITERIA:

11.1 Compare and contrast how and why individual needs may differ.
11.2 Analyze motivation and explain sales managers concerns with motivation.
11.3 Diagnose the basic model of the motivation process.
11.4 Evaluate different types of quotas and the administrative issues involved in using quotas.
11.5 Design incentive and recognition programs and their limitations.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management,Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

Topic 12: COMPENSATING SALESPEOPLE

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Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 14 hrs

LEARNING OUTCOME:

The student should be able to analyze the various compensation methods and plans for
compensating sales people.

PERFORMANCE CRITERIA:

12.1 Formulate the need for wages against company resources.


12.2 Design the appropriate compensation methods
12.3 Evaluate the different pay levels.
12.4 Design and assemble a compensation plan.

Reading Resource Materials

1. Lecture Notes
2. Text: Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales
Management,Eighth Edition,
3. Lovelock, Christopher and Jochen
4. Wirtz, Services Marketing, 6th Edition, Prentice Hall
5. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

SDL Activities
Study lecture notes 20 slides x 1 hr Reading book chapter 2 hrs
3 mins 20 pages x 6 mins
Tutorial preparation 1 hrs Prep Mid Term & Final 24 hrs/12 2 hrs
Exam
Study journal articles 10pp x 12 2 hrs Reading newspapers,
mins business magazines,
watching TV news
Research 24hrs/12 2 hrs Group discussions 2 hrs
Assignment/Project
Searching internet 2 hr
Total Self Directed Learning = 14 Hours

5.0 Resources

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The recommended texts are:

1. Dalrymple J. Douglas, Cron L. William and DeCarlo E. Thomas, (2004), Sales


Management, Eighth Edition,

Supplementary
2. Lovelock, Christopher and Jochen
3. Wirtz, Services Marketing, 6th Edition, Prentice Hall
4. Hoffman, Douglas and John Bateson (2006), Services Marketing: Concepts, Strategies &
Cases, Third Edition, Cengage.

6.0 Assessment

1.1 Grades
(a) The overall mark for the unit depends on performance during the trimester (50%) and
performance in the final examination (50%).

In Class Assessment

ASSESSMENT

1. Short Test 10%


2. Project Report (group) 15%
3. Post Mid Trimester Test 20%
4. Tutorial Exercise & Tutorial Participation 5%
Continuous Assessment 50%
Final Examination 50%

(b) In order to pass the unit, that is, to obtain a grade of C or better, it is necessary to score
at least 40% (ie 20/50) in the final examination. It is highly recommended that students
attend all tutorials/labs/workshops.

1.2 Letter Grade Scale


The following grading scales would be used:
6.1 Grade Marks GPA
A+ 90-100 4.33-5.00 High Distinction
A 85-89 4.00-4.27 Distinction
A- 80-84 3.73-3.93 Distinction
B+ 75-79 3.33-3.60 High Credit
B 70-74 3.00-3.27 Credit
B- 65-69 2.67-2.93 Credit
C+ 60-64 2.33-2.60 Pass
C 55-59 2.00-2.27 Pass
C- 50-54 1.67-1.93 Pass
D+ 45-49 1.33-1.60 Fail

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D 40-44 1.00-1.27 Fail
D- 35-39 0.67-0.93 Fail
E Below 35 0-0.60 Fail
DNQ Did Not Qualify; student received over 50% of total 0 Fail
marks but did not meet other specified conditions
for a pass
W Withdrawn from Unit 0
CT Credit Transfer 0 Cross credit (CT)
NV Null & Void for Dishonest practice 0
I Result withheld/Incomplete assessment 0
X Continuing course 0
DNC Did Not Complete 0
CP Compassionate Pass 0
Aeg Aegrotat Pass 0
PT Pass Terminating 0
P Pass 0
NP Not Passed 0

1.0 Programme Regulations and Dissatisfaction with Assessment

The academic conduct of the students are governed by the University Academic and Students
Regulation (UASR). All students must obtain a copy of the UASR from the FNU academic office
and familiarize themselves with all academic matters.

Should a student be dissatisfied with either the internal or external assessment, they can take
the following steps to get redress of their grievance.

Internal Assessment: The student can refer the work back to the unit coordinator for checking
and reassessment. Following this reassessment, if the student is still dissatisfied, the student
may refer the work to the HOD. The HOD will then appoint another lecturer to examine the work
and result will then stand.
Final Exam: The student can apply for re-check of the grade as per the procedures laid down in
the UASR.

1.0 Plagiarism and Dishonest Practice Regulation

Plagiarism and dishonest practices are serious offences for which offenders shall be penalized.
Students must read the relevant section of UASR to understand the various types of cases
defined as dishonest practices in academic work and to also know the penalties associated with
these kinds of practices.

9. Final Examination Scripts

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9.1. A student may obtain a copy of his/her assessed final exam script(s), and all other
written materials submitted for assessment in a unit, upon application on the
prescribed form and upon the payment of the prescribed administration fee(s).
9.2. A student may view online marking guide for in the final exam paper.
9.3. No access to exam scripts shall be permitted after 12 months of the release of results
for any unit.

10. Reconsideration of Assessment and Unit Grades, and Appeals

10.1. A student may apply for reconsideration of the final (end-point) assessment.
10.2. Applications for reconsideration shall be made only after a student has viewed his/her
exam script and the marking guide under the provisions of s14 above, and remains
unsatisfied with the results obtained. The application for reconsideration shall specify
the question(s) which he/she is seeking a reconsideration of, and the basis for this.
10.3. Applications for reconsideration shall be made within five days of the result being
released if the student wishes to pursue a course to which the course(s) under
reconsideration is a prerequisite, or 21 days of the date of release of the results
otherwise. Applications need to be made by lodging a duly completed
Reconsideration of Assessment form, together with the necessary fees for the
reconsideration, to the Academic Office, which shall submit the application to the
respective Dean.
10.4. The Dean or the Head of the Academic Section authorized by the Dean to deal with
applications for reconsideration of grades shall cause the reconsideration to be done
expeditiously and independently.
10.5. Reconsideration of unit grades shall comprise
10.5.1.a careful check that the referred to examination question and part-question was
read by the examiner and given an appropriate mark;
10.5.2.a careful remarking of the question(s) being asked for reconsideration;
10.5.3.a careful check that the total examination mark has been accurately transposed
within the proportions (% coursework vs. % final examination) previously
established by the examiner;
10.5.4.a careful computation of all the marks awarded for the coursework; and
10.5.5.a careful check that the coursework mark has been accurately transposed within
the proportions previously established by the examiner.
10.6. The application shall be considered and a decision communicated to the Academic
Office within five working days of the receipt of the application for reconsideration
from the Academic Office if the course under reconsideration is a prerequisite to a
course that the student is required to undertake in the term immediately following to
complete his/her Programme, or within ten working days otherwise.
10.7. The outcome of the reconsideration shall be communicated to the student by the
Academic Office within two days of the receipt of the report from the Dean.
10.8. If the student is dissatisfied with the outcome of the application, the student may
apply to the College Academic Appeals Committee for reconsideration of the
grade/result. Appeals shall be made within five working days of the date of the
notification of the outcome of the application for reconsideration. Applications shall
be made by lodging a duly completed form prescribed for this purpose to the

17
Academic Office, which then shall be sent by the Academic Office to the College
Appeals Committee within one working day of its receipt. The Appeals Committee
shall cause a careful reconsideration of the documents as listed in s15.5 above, as
well as cause to be carried out a careful examination of all or a sample of other
scripts (with such sample determined by a specified process by the Academic Office)
for the unit to ensure consistency of marking and assessment.
10.9. The College Academic Appeals Committee shall advise the Academic Office of the
outcome of the appeal within five working days from the date of the receipt of the
application from the Academic Office if the course is a prerequisite to a course that
the student would need to do in the term immediately following to complete a
programme or within 15 working days otherwise. The Academic Office shall advise
the student within 24 hours by email or phone.
10.10. A grade may be unchanged, raised or lowered following reconsideration under this
section.
10.11. A student who is dissatisfied with the award of the College Academic Appeals
Committee may appeal further to the Students Appeals Committee for
reconsideration of the decision of the College Academic Appeals Committee. This
appeal must be lodged within two working days from the date of the notification if
the course under reconsideration is a prerequisite to a course that the student is
required to undertake in the term immediately following to complete his/her
Programme or within ten working days otherwise.
10.12. Appeals against the decision of the College Academic Appeals Committee shall be
made by lodging the prescribed application form [Appeal: Reconsideration of
Assessment] to the Academic Office.
10.13. The Students Appeals Committee shall advice the Academic Office of the outcome of
the appeal within five working days of the date of the lodgement of the appeal if the
appeal concerns a prerequisite to another unit that the student needs to do in the
term immediately following to complete the programme, or 20 working days
otherwise.
10.14. A student may be given provisional admission into a unit if the unit whose grade is
under reconsideration or is under appeal is a prerequisite. The admission would be
confirmed if the students application succeeds. If the application fails, the student
shall be deregistered from the unit, with no loss of fee paid for the unit.
10.15. Any and all fee paid for reconsideration of a unit grade , including the fees to get a
copy of the script and to view the marking guide, shall be refunded to the candidate,
if, as a result of the reconsideration or appeals, the grade for the unit is raised.
10.16. The decision of the Students Appeals Committee shall be final.

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