Qualifi Level 5 BUS505 Customer Management Assignment Brief 2026

Centre Name

UK Professional Development Academy

Qualification

QUALIFI Level 5 Diploma in Business Management

Unit Number and Title

BUS505-Customer Management

Unit Level

5

Unit Type

Mandatory

Credit Value

20

Word Count

3000-4000

Grading Criteria

Pass / Refer

Required Formatting

Use Times New Roman (Body) Font Style, Size 12 for Text, Size 13

(Bold) for Headings, 12 (Bold) for Subheadings, justified alignment, single-spaced.

Plagiarised Content

Information

Ensure your work is original and demonstrates your own understanding and research.

AI Content Information

All assignments must be entirely self-written. AI-generated content is strictly prohibited.

In-text Citation

Requirement

You are required to include In-text citations for each assessment criterion and list all sources in a Bibliography section.

Assignment Grading

Information

Submit your assignment by the deadline specified by your tutor.

Early submissions will be marked within seven to ten working days from the official due date.

Student Declaration

Every coursework submission must include a Signed Learner Declaration confirming the authenticity of your work.

Assignment Title

Customer Management

Assessment Requirements:

To achieve a “Pass” for this unit, learners must provide clear and sufficient evidence demonstrating that all learning outcomes have been met and that each assessment criterion has been fully addressed in accordance with the required standards.

LEARNING OUTCOME:

ASSESSMENT CRITERIA:

To achieve this unit a learner must

know and is able to:

Assessment of these outcomes demonstrates a learner

can:

LO1: Examine the different ways that organisations deal with their customers.

1.1 Analyse customer behaviour and identify patterns and differences in approach.

1.2 Segment customers and identify target groups.

LO2: Develop skills and practices that will support customers retention.

2.1 Appraise CRM (customer relationship management) and customer relationship marketing activities.

2.2 Explain and provide examples of customer retention practices for different industries.

2.3 Create examples that demonstrate the concept of ‘adding value’ to customers.

LO3: Explore and learn from examples of customer centered organisations and the benefits of such an approach.

3.1 Research customer centres organisations across different industries and evaluate their approaches

3.2 Create recommendations for an organisation known by the Leaner for improving its approach to customers.

Points to consider

Explanation

Academic Integrity and Authenticity Guidelines

Learners must ensure that all submitted work is their own, authentic, and relevant to each assignment criterion. Plagiarism: using someone else’s work without proper referencing and collusion, submitting similar work with others are serious offences. Self-plagiarism, or reusing previously submitted work without approval, is also not allowed. Avoid relying on AI- generated content, as it may lack originality and academic depth. Focus on aligning your responses with the specific action verbs in the criteria (e.g., evaluate, describe, explain). All submissions must include a statement of authenticity with a word count and a plagiarism similarity report using tools like Grammarly or ScanMyEssay.

UKPDA recommends the following to check plagiarism/similarity. https://www.grammarly.com/plagiarism-checker https://www.scanmyessay.com

Learners are required to attach the similarity report in the submission slot or email to the tutor.

Avoid Using AI-

Generated Content

Refrain from relying on AI-generated content for your assignments. Such

content lacks depth, originality, and relevance, and could lead to academic integrity issues. Focus on creating authentic work that reflects your own understanding and research.

Referencing and In- text Citation Requirements

Learners are expected to use the  Harvard Referencing System to

acknowledge all sources, methodologies, and applications used. In-text citations must be included for each criterion, with full references listed in the bibliography section, following correct Harvard formatting. Only use credible, peer-reviewed sources such as books, journals, and articles published from recent five years. Avoid unreliable sources like blogs, Wikipedia, or job sites. Proper referencing reflects academic integrity and ensures adherence to scholarly standards.

Relevancy of

Content

Align the content with each assignment criterion. Focus on the action verbs

(e.g., assess, evaluate, identify, describe, demonstrate, explain) mentioned in the criteria and modify your responses accordingly. Irrelevant information  may  result  in  your  work  being  referred  for  further

improvement.

Duplication/self-

Plagiarism

Submitting work that largely repeats material previously graded for the

same or another course, here or elsewhere, counts as self-plagiarism, unless it’s an improved version approved for reassessment. This is

considered academic misconduct.

Material

Proofreading

Use Microsoft Word’s grammar and spell check; the use of Grammarly is

strictly prohibited due to its AI text-generation capabilities

Word Count Policy and Adherence

Learners must complete the assignment within the required word count of 3000-4000 words. This word count excludes the index, headings, tables, images, footnotes, appendices, and reference list. Strict adherence to the word count is essential. Submitting significantly less may lead to refer, while exceeding the limit can affect clarity and assessment. Learners are advised to plan and structure their conten effectively to meet both the word limit and the quality expectations. Make sure your work is Valid, Relevant,

Sufficient, Clear, and Authentic.

Appendices

You may include appendices with supporting information, but they must be clearly referenced in your assignment. Tables, graphs, diagrams, Gantt charts, and flowcharts that support your report should be added at the end of your submitted document. Any published sources, like annual reports or company literature, must be cited in the text using Harvard referencing and listed at the end of your assignment.

Assignment Formatting

Requirements

Follow the formatting guidelines below.

Use Times New Roman (Body) Font Style, Size 12 for Text, Size 13 (Bold) for Headings, 12 (Bold) for Subheadings, justified alignment, single- spaced.

Include the assessment criterion statement before each response for clarity. Proper formatting ensures a professional presentation and may impact your overall grade.

Paragraph Form and Suitable Headings

Avoid using unnecessary bullet points and short sentences. Instead, address each criterion in a well-structured paragraph with appropriate headings. This ensures clarity and coherence in your writing, making it easier for evaluators to follow your argument. Make sure that each

criterion is clearly presented with proper formatting, including headings, paragraphs, and consistent style throughout.

Comprehensive

Coverage of Criteria according to

Assignment brief

Address all the criteria listed in the assignment brief. Missing any criterion could result in not achieving a passing grade. Make sure your response fully addresses and gives appropriate consideration to each criterion. Additionally, follow the additional guidelines or scenarios (if given) in the brief to stay relevant to the demand of the criteria.

Case Studies and

Visual Aids (if applicable)

Incorporate relevant case studies, smart art, and figures to enhance the

effectiveness of your content. This incorporation can make complex information more engaging, potentially earning you extra marks.

Updated and Peer- Reviewed Sources

Consult recent (within the past five years) peer-reviewed articles, journals, and books. Relying on current and credible sources enhances your arguments and shows that you are informed about the latest developments

in your field.

Submission Regulations and

Assignment Grading Information

You must submit your coursework online via the College’s Virtual Learning Environment (VLE) as a single electronic document in .docx format by the due date. Submissions will be graded within seven to ten working days after the deadline.

Key Terminologies

Describe

To describe means to create a picture with words, but not simply writing a list of bullet points. Your description should include relevant details that help the reader fully understand the subject.

Analyse

To analyse something means to examine it carefully and in detail to gain a deeper understanding or explanation. This involves identifying the key components or ideas of the subject and exploring the relationships and connections between them.

Evaluate

To evaluate, decide on your subject’s significance, value, or quality after carefully studying its good and bad features.

Use authoritative (e.g., from established authors or theorists in the field) and, to some extent, personal appraisal of both contributions and limitations of the subject. Similar to assessing.

Discuss

To discuss in an essay, consider your subject from different points of view. Examine, analyse and present considerations for and against the problem or statement.

Critically

Often used in conjunction with other directive words, such as critically discuss, critically examine or critically analyse. It does not mean to criticise. It is asking you to give a balanced answer that points out mistakes or weaknesses and any favourable aspects of the subject of the question. The decision or overall judgment you make must be supported with evidence from reliable sources.

Outline

To outline is to give a clear and structured summary of the main points or stages of a topic. It should be brief, focused, and show the overall structure without going into deep detail.

Compare

To compare is to examine two or more items or ideas and highlight their similarities and differences. This may also include evaluating their significance or impact in a given context.

Identify

To identify means to clearly recognise and name specific facts, features, people, problems, or ideas. It often involves listing or pointing out key elements without needing to explain them in detail.

Describe

To describe means to create a picture with words, but not simply writing a list of bullet points.

Explain

To explain something, you will need to provide a clear account of your understanding, including details like why and how.