20 credits at level HE5
This module seeks to explore the concepts of customer orientation, service quality and health and physical activity promotion in order to set the context within which health and physical activity organisations can achieve their objectives.
An aim of the module is to use the work experience module to enhance learner understanding of the learning outcomes.
Summary of Aims
1.To establish how health and physical activity organisations begin to gain information to enable them to understand customers.
2.Understand the process of quality management in health and physical activity
3.To demonstrate how health and physical activity organisations respond to such information in order to ensure organisational objectives are achieved.
4.To consider the key issues in the promotion and facilitation of health and physical activity
1.The dynamics of the business environment. Recent changes in the business environment which have led to the rise in the service quality movement.
-Customer orientation and the marketing concept
-Definition of customer orientation. The rationale for a customer orientated approach in health and physical activity. The marketing concept.Understanding the customer
-Understanding consumer behaviour. Techniques in market and marketing research, focusing on the role and use of secondary research. The role of critical success factors. The philosophy and bases of segmentation and targeting consumers.
2.Service quality in Health and Physical Activity
-The concept of service quality. The service quality movement. Service quality as a method of differentiation.
Dimensions of quality
-Dimensions of quality from an organisational and customer perspective.
Quality within the structure and operation of the organisation
-Critical processes within the organisation. Design and layout of the service provision. Adding value through improved linkages. Organising for service quality. The move away from output management to zero variation.
Monitoring and controlling quality
-Quality assurance and control. Total quality management.
3.Introduction to Concepts of Health & Physical Activity Promotion
-Current Issues in Health & Physical Activity Promotion
-Theory of Health & Physical Activity Promotion
-Assessing Client Needs
-Changing Client Behaviour
-Getting the Health & Physical Activity Promotion Message Across
-Ethical Issues in Health & Physical ActivityPromotion
-Health & Physical Activity promotion events
Learning sessions will be used to introduce and discuss key concepts, which will be reinforced by seminars and workshops which will explore case studies and practical exercises.
when you have successfully completed this module you will:
to demonstrate that you have achieved the learning outcome you will:
|1.||Understand concepts and principles associated with the customer and quality||Define and apply concepts and principles associated with the customer and quality|
|2.||Understand the key techniques of quality management to the health and physical activity workplace||Relate the key techniques of quality management to the health and physical activity workplace|
|3.||Identify which agencies are involved in the promotion of physical activity||Identify key agencies involved in physical activity promotion and outline the role that they play.|
|4.||Describe current approaches to physical activity promotion||Summarise and assess the effectiveness of a range of physical activity interventions.|
Your achievement of the learning outcomes for this module will be tested as follows:
|Description||1,500 word essay||Individual Presentation|
There are no prerequisites for this module.
No restrictions apply.
Gale, Bradley T. Managing Customer Value: Creating Quality and Service that Customers Can See. New York, Free Press, 1994.
Green, L.W. and Kreuter, M.W. (1991) Health Promotion Planning: An educational and environmental approach. London: Mayfield.
National Institute for Health and Clinical Excellence. (2006) Four Commonly Used Methods to Increase Physical Activity: Brief Interventions in Primary Care, Exercise Referral Schemes, Pedometers and Community-Based Exercise Programmes for Walking and Cycling: Public Health Intervention Guidance no. 2(NICE, London).
See Tai, S. & Iliffe, S. (2000). Consideration for the design and analysis of experimental studies in physical activity and exercise promotion: advantages of the randomised controlled trial. Br J of Sports Medicine, 34, 220-224.
Taylor, A.H. (2003). The role of primary care in promoting physical activity. In C. Riddoch & J. McKenna (Eds.). Perspectives in Health and Exercise (Pages 153-180). London: Palgrave MacMillan.
Taylor, A. H. & Faulkner, G. (2005). Chapter 11: From emerging relationships to the future role of physical activity in mental health promotion. In Faulkner, G. & Taylor A.H. (Eds.). Exercise, health and mental health: emerging relationships. Routledge Press.
Zeithaml, Valarie A. and others. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, Free Press, 1990.
|Host Subject Group:||Sport, Leisure and Tourism|
|User Name||Date Accessed||Action|