Project Management Principles
Supporting your work on BMG204
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Induction
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Introduction
Presentation
Learning outcomes
Content
Resources
Assessment
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Week 1
Presentation
The industry: Origins and history
The organisation: Origins and history
Measuring performance
Onshore / Offshore
Activities 1
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Week 2
Presentation
Macro environment
PEST analysis
Legal environment
Knowledge management
Activities 2
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Week 3
Presentation
Key activities
Organisational structure
Organisational culture
Activities 3
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Week 4
Presentation
The business model canvas
Customer segments
Customer needs
Competitors
Activities 4
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Week 5
Presentation
New technologies
Customer contact centre technology
Technology audits
Activities 5
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Week 6
Presentation
Service quality in a customer contact centre
Industry bodies
Activities 6
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