Submission of Module Materials for Articulation
School of Hospitality
Name of Polytechnic: Republic Polytechnic
Name of Diploma: Diploma in Customer Relationship and Service Management
Name of predecessor diploma: NIL
Year and month of graduation for first batch of graduates: 2010 (year) March (month)
Name of contact person for programme:
Mr Alan Leong
Program Chair (Diploma in Customer Relationship
and Service Management)
Email: [email protected]
Contact No.: 31001687
The Grading System at Republic Polytechnic
Grade
A
B+
B
C+
C
D+
D
E
F
Description
Excellent
Very Good
Good
Satisfactory
Acceptable
Conditional Pass
Conditional Pass
Fail
Fail
Grade Points
4
3.5
3
2.5
2
1.5
1
0.5
0
Module Grades
The Daily Grades received by any student contribute 40% to 60% (depending on the module) of
the computed Module Grade and 3 UT Grades of that student contribute the remaining portion
of the computed Module Grade of that student.

The Daily Assessment applies to all modules conducted in the best thirteen out of
fifteen-day (across the 3 years) academic activity format and will constitute an
assessment of a student’s level of participation and performance during a full-day
academic engagement of the module curriculum, inclusive of reflection journals.
Strictly Confidential. For Articulation Purpose Only.

Year 1 to Year 3:
3 Understanding Tests are conducted for each module
Course Structure
To fulfil the requirements for the diploma, students need to successfully complete a total of 30
modules. The course structure follows Republic Polytechnic’s typical diploma architecture of a
foundational year followed by a second year of core discipline modules. The programme is
completed with a third year for specialization.
The course structure for the Diploma in Customer Relationship and Service Management for
students commencing in 2010 is depicted below.
1) Core-General
4) Electives
6 compulsory module units:
1 module unit:
A101
Science
B221
Human Resource Management
A113
Mathematics
H212
Rooms Division Management
A114
Mathematics II
H213
Food and Beverage Management
B101
Entrepreneurship
H218
Culinary Science and Kitchen Operations
G101
Cognitive Processes and Problem Solving I
H313
Meetings, Incentives, Conventions and Exhibitions
G103
Introduction to Communication Practice
H322
Tourism and Travel Management
2) Core-Discipline
5) Freely Chosen
10 compulsory module units:
1 module unit
B102
Organisational Behaviour
6) Industry Orientation Programme
B209
Management Accounting
5 module units:
B215
Financial Accounting
B216
Marketing
G901
Creative Engagement
B220
Microeconomics
H923
B321
Macroeconomics
Industry Immersion Programme
(4 module units)
H102
Hospitality and Tourism Management
H203
Strategic Thinking Skills
H208
Service Quality and Professional Etiquette
H223
Hospitality Revenue Management
3) Core-Specialisation
7 compulsory module units:
B218
Business Statistics
H204
Customer Relationship Management
H207
Project Management and Scheduling
Strictly Confidential. For Articulation Purpose Only.
H302
Hospitality Sales
H303
Service Operations Management
H304
Contact Centre Operations
H306
Retail Management
Graduation Criteria
To graduate with a Diploma in Customer Relationship and Service Management, students
must satisfy the modular criteria set by the School of Hospitality. Modules at Republic
Polytechnic fall into two broad categories: as can be seen from the course structure, consist of
Core Modules and Freely Chosen Modules. To satisfy the requirements of the Diploma,
students are required to select a certain number of modules out of the range offered by each
category. These have been stated in the course structure and are summarized in the following
table.
Modular Requirements for Graduation in the Diploma in Customer Relationship and Service
Management
Module Category
Number of modules required for Total number of modules offered
graduation
General
06
06
Core Discipline
10
10
Specialization
07
07
Electives
01
06
Freely chosen
01
Industry Orientation Programme
05
(IOP)
Total
30
-
Core Modules
There are three types of Core modules: General, Discipline-specific and Specialisation-specific
modules. General modules aim to ground you in generic skills such as those in cognitive
processes, linguistic and communication, cultural, entrepreneurial, and personal development.
Discipline-specific modules focus on developing your knowledge and application of Customer
Relationship and Service Management. Specialization-specific modules are designed to deepen
your understanding of the area which they have chosen to pursue.
Module Descriptors
Strictly Confidential. For Articulation Purpose Only.
Module Code/Title
Module Descriptor
Core-Discipline
B102 Organisational Behaviour
B102
Organisational Behaviour.pdf
B209 Management Accounting
B209 Management
Accounting.pdf
B215 Financial Accounting
B215 Financial
Accounting.pdf
B216 Marketing
B216
Marketing.pdf
B220 Microeconomics
B220
Microeconomics.pdf
B321 Macroeconomics
B321
Macroeconomics.pdf
H102 Hospitality and Tourism Management
H102 Hospitality
and Tourism Management.pdf
H203 Strategic Thinking Skills
H203 Strategic
Thinking Skills.pdf
H208 Service Quality and Professional Etiquette
H208 Service
Quality and Professional Etiquette.pdf
H223 Hospitality Revenue Management
H223 Hospitality
Revenue Management.pdf
Strictly Confidential. For Articulation Purpose Only.
Core-Specialisation
B218 Business Statistics
B218 Business
Statistics.pdf
H204 Customer Relationship Management
H204 Customer
Relationship Management.pdf
H207 Project Management and Scheduling
H207 Project
Management and Scheduling.pdf
H302 Hospitality Sales
H302 Hospitality
Sales.pdf
H303 Service Operations Management
H303 Service
Operations Management.pdf
H304 Contact Centre Operations
H304 Contact
Centre Operations.pdf
H306 Retail Management
H306 Retail
Management.pdf
Electives
B221 Human Resource Manageemnt
B221 Human
Resource Management.pdf
H212 Rooms Division Management
H212 Rooms
Division Management.pdf
H213 Food and Beverage Management
H213 Food and
Beverage Management.pdf
H218 Culinary Science and Kitchen Operations
H218 Culinary
Science and Kitchen Operations.pdf
Strictly Confidential. For Articulation Purpose Only.
H313 Meetings, Incentives, Conventions and Exhibitions
H313 Meetings
Incentives Conventions and Exhibitions.pdf
H322 Tourism and Travel Management
H322 Tourism and
Travel Management.pdf
Strictly Confidential. For Articulation Purpose Only.