ICA3 Group Project and Presentation Guide / BM4364 / Page 1 School

ICA3 Group Project and Presentation Guide / BM4364 / Page 1

School of Business Management

2021/22 Semester 2

ICA3: BM4364

Customer Experience Management and Design

Date of Issue: Monday, 29 November 2021 (via Blackboard)

Date of Submission: Tutorial during Week of 24 January 2022

Project Outline

This project constitutes 45% of the overall assessment for the module, BM4364 Customer Experience Management and Design.

The project requirements are designed to give you a first-hand experience of applying the knowledge attained for the topics, Components of customer experience management and design, Impact of customer behavior, Leadership and employee management, Designing the customer experience, Measuring customer experience success, and Managing customer feedback to evaluate the actual customer behavior and consumption process for bakery items. This project is being done in the form of a competition that is sponsored by Mdm Ling Bakery.

You will be assigned into a project group (each group comprising a maximum of 5 members) by your module tutor. Learners will submit on a group basis, a Customer Experience Playbook in word document format including all supporting appendices on your project work, analysis and findings. A group presentation with individual component will also be required for your group to present the highlights of your playbook to your tutor. The top 5 group finalists across all classes will present to Mdm Ling Bakery.

Learning Outcomes

Upon completion of the report, the learners will be able to:

Conduct market research to understand the expectations of existing customers and potential target customers.

Apply the knowledge in a real commercial setting with the aim to gain a sense of reality on the consumption process and how an organisation can manage the customer experience to influence customers’ purchase behaviour and gain customer loyalty.

Demonstrate their understanding of concepts and theories taught in the module.

Present their Customer Experience Playbook through a group presentation and written report.

Work in groups effectively to ensure proper project management.

Requirements

You will be assigned a specific customer segment to evaluate, which may be either Generation X (born between 1961 and 1979), Generation Y (born between 1980 and 1994), or Generation Z (those born between 1995 and 2001 only). The customer segment being evaluated should either be purchasing for their own consumption or giving as gifts.

You will be assigned to evaluate TWO (2) specific touchpoints, which may either be:

For the pre-purchase stage and/or post-purchase stage:

Mdm Ling Bakery phone number

“Contact Us” form from the website

Social media

For the purchase stage:

Mdm Ling Bakery website

Please DO NOT reveal your project intention or your association with Mdm Ling Bakery during your interactions via any touchpoint.

Your report will need to cover the following areas:

Executive Summary

Analysis of Mdm Ling Bakery Brand Values in relation to the customer experience

Persona Mapping

You are required to document ONE (1) persona profile for the customer segment you’ve been assigned. The persona profile includes:

Demographic information

Needs of consumers pertaining to the consumption of bakery items, including customer motivation, customer expectations, how they make their selection, etc.

Situational influences, including the customer’s antecedent state and online purchase environment

Social influences including culture, social environment (groups, word of mouth, social media)

Difference in consumer behaviour when purchasing bakery items vs other consumer goods

The information to be used in documenting the persona profile will be sourced from secondary research and primary research (via online surveys with a minimum of 30 respondents). Include your survey form and a tabulation of responses in the Appendix.

Create a full persona map and include it in your report appendix.

Touchpoint Evaluation

This section is independent of the findings of your persona profile.

You are required to design evaluation forms with at least FOUR (4) criteria to assess the customer experience in using EACH touchpoint assigned (i.e., Mdm Ling Bakery website, hotline, “Contact Us” form, social media platform). You are required to provide scoring guidelines for each of the criteria. Please submit your evaluation criteria, scoring guidelines, and completed evaluation forms in the Appendix.

For the purchase stage via the Mdm Ling Bakery website, you will need to evaluate ONE (1) page of the website and submit a completed evaluation form.

For the pre-purchase and/or post-purchase touchpoints:

For the email service, you will need to develop TWO (2) enquiries/scenarios that you will use to evaluate the experience through submission of an email. You will need to submit TWO (2) completed evaluation forms.

For the hotline, you will need to develop TWO (2) scenarios that you will use to evaluate the experience. You will need to submit TWO (2) completed call evaluation forms.

For the social media platform, you will need to develop TWO (2) enquiries/scenarios that you will use to evaluate the experience through writing a post to the company with an enquiry. You will need to submit TWO (2) completed evaluation forms.

In your report, write your evaluation and analysis which includes:

A summary of the evaluation criteria and scoring guidelines

Presentation of your touchpoint evaluation findings

Analysis on the gaps between the customer expectations and the actual customer experience

Explanation on the type(s) of value created for the customer.

Customer Journey Mapping

Based on your touchpoint evaluation, create a full customer journey map for the customer profile you have been assigned that documents the current customer experience. The customer journey map should include the 2 assigned touchpoints. Your map should clearly indicate the gaps between the customer expectations and the actual customer experience at the following stages of consumption:

Pre-purchase stage: This pertains to the customer’s journey when finding information about bakery items through various touchpoints such as internet, social media, advertisements, etc.

Purchase stage: This pertains to the customer’s experience when buying the bakery items via Mdm Ling Bakery’s website. Please strictly adhere to the purchase guidelines advised by your tutor.

Post-purchase stage: This includes the delivery of the items and any contact with Mdm Ling Bakery for any post-purchase issues (e.g., wrong or incomplete items, or delay in delivery). Please strictly adhere to the post-purchase guidelines advised by your tutor.

Recommendation and Conclusion

Propose a branded customer experience model for Mdm Ling Bakery.

Propose the top THREE (3) specific and actionable recommendations that can be taken by the company to improve the customer experience during the stages of consumption across the different touchpoints. Explain how each recommendation will be applied with reference to your proposed branded customer experience model. The recommendations should enhance the customer journey that adds value so as to influence customer behaviour and increase customer loyalty.

You may also include areas such as employee management and feedback mechanisms. Base your recommendation on your touchpoint evaluation to support your recommendations.

Propose ONE (1) recommendation on the use of technology to add value, make information easily available, make it easy to reach the organisation, and tailor content to individual users.

You are required to conduct additional research and use Customer Experience Management & Design concepts/theories and best practices to support your analysis and recommendations. You will be graded on your ability to provide in-depth and substance of your analysis and recommendations.

Appendix

Include the following documents in your Appendix:

Project Management Chart

Online survey form

Tabulation of survey findings

Persona map

Touchpoint evaluation criteria and scoring guidelines

Touchpoint evaluation forms – complete with scoring, remarks, and any tables or charts that tabulate your evaluation

Customer journey map

Any photos or website screen captures to illustrate your evaluation

Bibliography / References — Please refer to this guide on in-text citation and referencing for the research that you have done. You can include photos and screenshots to support your explanations and analysis.

The grading criteria in evaluating your report include your ability to provide in-depth and substance of your discussions and analysis, relate concepts and theories to support your discussions, and quality of writing.

Submission

All groups are required to submit as follows:

Online survey form (for persona) and evaluation forms for the touchpoints assigned, including evaluation criteria and scoring guidelines by the date & starting time of your tutorial during the week of 13 December 2021 through SafeAssign;

Tabulation of online survey results (for persona) and tabulation and summary of findings pertaining to the evaluation for the touchpoints assigned by the date & starting time of your tutorial during the week of 10 January 2022 through SafeAssign;

The final complete report by the date & starting time of your tutorial during the week of 24 January 2022 through SafeAssign.

The final written report should be submitted in font type: Arial Point 11. As a guide, your report should be approximately 10-15 pages, excluding cover page and appendices. Graphical charts may be used as needed to illustrate evaluation findings. Please print out the Persona Map and Customer Journey Map in A3 size paper.

Submit the final report with a copy of Appendix A – Project Scoresheet.

Each member in a team has to complete an online confidential peer evaluation form prior to the presentation. (Appendix D)

Submission through SafeAssign in Blackboard and Due Date

The final report is to be submitted through SafeAssign latest by the date & starting time of your tutorial during the week of 24 January 2022. To illustrate further, assuming the tutorial class is on 24 January 2022 from 2pm to 4pm. Any submission through SafeAssign from 24 January 2022 2:01pm will be considered late and subject to penalty.

SafeAssign is a plagiarism prevention tool that allows your instructor to check the originality of an assignment submission. It is the responsibility of the learners to ensure that the matching text highlighted in the originality report by SafeAssign is properly referenced.

Please read the following guide on how to submit your report through SafeAssign in Blackboard: https://help.blackboard.com/SafeAssign/Student/Submit_SafeAssign

Learners can also view the following video to learn how to submit your report through SafeAssign in Blackboard:

https://www.youtube.com/watch?v=IKlwnKYTY_I

Late submission and penalties

For the report, a penalty of 5% on the base marks to be deducted for each working day of late submission from the respective assessment marks allocated should the report be submitted late. Any late submission after 5 working days will be awarded zero mark.

The online peer evaluation must be submitted individually latest by the date and time of your presentation during the weeks of 24 and 31 January 2022. Links to the online peer evaluation form are indicated in Appendix D. Otherwise, zero marks will be awarded to the student who did not submit by this deadline.

Plagiarism

Plagiarism is serious matter. Plagiarism is the act of taking and using the whole or any part of ideas, words or works of other people and passing it off as one’s own work, without acknowledgement of the original source. The act of plagiarism is an offence under NYP Academic Integrity Policy: https://www.nyp.edu.sg/current-students/academic-matters/nyp-academic-integrity.html. Any act of plagiarism may be construed as academic dishonesty. A candidate who, after due disciplinary process, is found to have committed an act that contravenes academic integrity in any assessment of a module would be liable for disciplinary action under NYP Academic Integrity Policy.

It is also important not to share your or your team’s work with other learner(s) or team(s). ALL parties involved in any act of plagiarism (including learner(s) or team(s) who have shared their work with others) would be liable for disciplinary action under NYP Academic Integrity Policy. If any learner had asked you to share your work with him/her, it is important to turn down his/her request and report the incident immediately to your module tutor to safeguard your integrity.

All content from online or other primary sources should be properly referenced (even if you are paraphrasing). Learners can use https://www.scribbr.com/apa-citation-generator/ or other online citation generator to properly state the source of the reference (websites, journal articles, books and reports) in the American Psychological Association (APA) format. The APA format is a writing style and format for academic documents such as scholarly journal articles and books. When in doubt, the rule is to acknowledge the source.

A SafeAssign Originality Report generated provides detailed information about the matches found between a learner’s submitted work and existing sources. Learners can use the report to review their submissions for originality and identify the specific areas of their submitted work where proper referencing are required. Failing to do so may lead to plagiarism being reported in Safe Assign.

When an assignment is submitted using SafeAssign, the SafeAssign Originality Report is normally available within 15-30 minutes. However, a slight delay may occur between the upload and the availability of the Originality Report during periods of high usage. Hence, learners are encouraged to submit their report at least one day before the submission deadline so that they have sufficient time to make any necessary amendment and resubmission before the submission deadline expires.

Useful Resources, Free-rider Problem and Adjustment of Free rider’s Project Score

1. Useful Resources for Project Management

The Checklist to Guide Group Project Development in the appendix will provide your team a guide to work effectively as a team during your project development. Self-awareness & management, leadership, interpersonal & collaboration as well as communication & inclusivity skills are important life skills that team members must possess to do well in the group project. Below are also some useful resources that can help you manage the project well together as a team.

• Self-awareness & management for effective teamwork

https://www.youtube.com/watch?v=0xaRd_gOI0E

• Leadership, interpersonal & collaboration skills: https://www.youtube.com/watch?v=JtKC2vnXjPE

• Communication & inclusivity: https://www.youtube.com/watch?v=v2PaZ8Nl2T4&t=11s

• Conflict resolution:

https://www.youtube.com/watch?v=QyXFirOUeUk

2. Interim Reporting of Non-Contributor/ Free Rider

All learners are expected to contribute actively to their group project. Any non-contribution/ free rider must be brought to the attention of the module tutor as soon as possible so that early intervention measures can be implemented. Free-riders who are only highlighted at the end-of-project peer evaluation exercise may not be penalised if they are not highlighted during the interim reporting of non-contributor/ free rider. The e-survey to report any free rider(s) during project development can accessed via the following URL/QR code:

https://forms.office.com/r/D9x7ZRfeDN

Apart from submitting this online form, please ensure that you inform your tutor immediately to alert about this form you have raised.

3. Adjustment of Free rider’s Project Score

There are 2 components to peer evaluation: a) Peer evaluation score makes up 10% of the overall score. b) If the average peer evaluation score awarded by other team members is less than 5 points out of 10 and highlighted during the interim reporting of non-contributor/ free rider, a learner will be identified as a free rider and consequently, the average peer evaluation score will determine the penalty to the free-rider’s group component score. Please also provide reasons/ justifications/ examples on team members highlighted as free riders in the peer evaluation form.

Each learner will rate the contribution of other team members using a 10-point scale through a confidential digital peer evaluation form administered by their module tutor. The award of peer evaluation scores for other team members should be based on the quality of each team member’s collaboration practices (self-awareness & management, leadership, interpersonal & collaboration, as well as communication & inclusivity skills). You should also take into account each team member’s attendance and punctuality during project meetings.

Your module tutor will only deduct a free rider’s group component score if his/her average peer evaluation scores awarded by team members is less than 5 points out of 10. (i.e. team members had rated that the free rider had contributed, on average, less than 50% to the group project.) As such, you should award less than 5 points (less than 50%) for a free rider’s peer evaluation score with substantiative reasons/ justifications/ examples so that he/she can clearly be identified as a free rider.

As an illustration, if a learner had obtained an average score of 4.5 points out of 10 (less than 5 points) for his/her peer evaluation, he/she would be identified as a free rider who had only contributed 45% to the group project. This free-rider learner would only be awarded 45% of the group component score. On the other hand, another learner who had obtained an average score of 5 points and above for his/her peer evaluation would not be rated as a free rider. This learner would be awarded 100% of the group component score (no deduction to group component score).

Presentation

Each group would present the highlights of your Customer Experience Playbook during tutorial class in a 20-minute presentation (15-minute presentation and 5-minute Q&A). Presentation slots will be determined by your tutor and will be conducted during the weeks of 24 and 31 January 2022. All group members must present as the evaluation criteria for the presentation include individual and group components. The dress code for the presentation is formal. Appropriate presentation slides should be prepared by the group for the presentation. Presentation slides must be submitted through Blackboard together with the report.

Group Finalists will be selected and be required to present during the Mdm Ling Bakery competition in the week of 7 February 2022. 5 marks will be deducted from any team member that is unable to present without valid reasons.

Assessment

This project carries a total of 100 marks and constitutes 45% of the overall grade for the module. The breakdown of marks is as follows:

Written report 75 marks

Presentation 15 marks

Peer evaluation 10 marks

Project management 5 marks

______________________________

Total 100 marks

Please refer to the following Appendices:

Appendix A – Project Management Chart

Appendix B – Project Scoresheet

Appendix C – Group Report Marking Scheme

Appendix D – Individual Presentation Marking Scheme

Appendix E – Peer Evaluation Form

Appendix F – Checklist to Guide Group Project Development

Appendix A: Project Management Chart (Submit with Project Report)

Tutorial Group: ___________________________

Members: ________________________________________________________________

PROJECT PLAN / SCHEDULE:

By These Dates

Key Milestones / Tasks To Complete

Week of 13 Dec 2021

Online survey form (for persona); Evaluation forms for the touchpoints assigned, including evaluation criteria and scoring guidelines

Week of 10 Jan 2022

Tabulation of online survey results (for persona); Tabulation and summary of findings pertaining to the evaluation for the touchpoints assigned

Week of 24 Jan 2022

Complete Report Submission

ROLES AND RESPONSIBILITIES:

Name of Student

Roles*

Responsibilities/ Contributions to project)

*Roles may include Project Leader (coordinate meetings, plan tasks), Secretary (track attendance and take notes for reference), Report coordinator (compiles report), Presentation coordinator (compiles slides) etc.

ATTENDANCE:

Date of Scheduled Discussions

Attended By

APPENDIX B

BM4364 Project Scoresheet

Evaluation Criteria

Name of Learner

Report

Executive Summary (5 marks)

Analysis of Mdm Ling Bakery Brand Values in relation to the customer experience (5 marks)

Persona Profile and Mapping (15 marks)

Touchpoint Evaluation (15 marks)

Customer Journey Mapping (5 marks)

Recommendations and Conclusion (15 marks)

Report Format (5 marks)

Project Management (5 marks)

Presentation

Quality of presentation slides and teamwork (5 marks)

Group component total (Sum of the above components) 1 [75 marks]

Adjustment factor by Module Tutor based on work done by learner. (Average peer evaluation mark/ peer evaluation component score). [in %] 2

Adjusted group component score [75 marks] 3

(1 multiply by 2)

Verbal technique (5 marks)

Non-verbal Technique (5 marks)

Ability to handle Q&A (5 marks)

Peer Evaluation Score (10 marks)

Final score [100 marks]

APPENDIX C

BM4364 Group Report Marking Scheme

Project Details

Marks Allocation

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

Executive Summary

Demonstrates clear understanding of the report purpose

Contains scope of project, methodology, and summaries of findings, analysis and recommendations to a full extent

Demonstrates often clear understanding of the report purpose

Contains scope of project, methodology, and summaries of findings, analysis and recommendations to a large extent

Demonstrates somewhat clear understanding of the report purpose

Contains scope of project, methodology, and summaries of findings, analysis and recommendations to an average extent

Demonstrates somewhat unclear understanding of the report purpose

Contains scope of project, methodology, and summaries of findings, analysis and recommendations to a weak extent

Demonstrates rarely clear or no understanding of the report purpose

Contains scope of project, methodology, and summaries of findings, analysis and recommendations to a very weak extent

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

Analysis of Mdm Ling Bakery Brand Values in relation to the customer experience

Articulate description of the company brand values.

Comprehensive analysis of how the company brand values translate into a desired customer experience.

Understandable description of the company brand values.

Complete analysis of how the company brand values translate into a desired customer experience.

Somewhat understandable description of the company brand values.

Somewhat complete analysis of how the company brand values translate into a desired customer experience.

Somewhat vague description of the company brand values.

Less than complete analysis of how the company brand values translate into a desired customer experience.

Unclear or no description of the company brand values.

Incomplete or no analysis of how the company brand values translate into a desired customer experience.

12-15

10.5-<12

9-<10.5

7.5-<9

0-<7.5

Persona Mapping

Persona profile is comprehensively described

Persona map is properly and clearly documented and presented to a full extent with strong evidence and support from primary and secondary research

Persona profile is completely described

Persona map is properly and clearly documented and presented to a large extent with relatively strong evidence and support from primary and secondary research

Persona profile is somewhat completely described

Persona map is properly and clearly documented and presented to an average extent with some strong evidence and support from primary and secondary research

Persona profile is less than completely described

Persona map is properly and clearly documented and presented to a weak extent with relatively weak evidence and support from primary and secondary research

Persona profile is not or incompletely described

Persona map is properly and clearly documented and presented to a very weak extent with little or no evidence and support from primary and secondary research

12-15

10.5-<12

9-<10.5

7.5-<9

0-<7.5

Touchpoint Evaluation

To a full extent:

Each Evaluation form has at least 4 valid criteria to assess the customer experience for each touchpoint. Scoring guidelines are provided and well-explained

For the social media, hotline and email service evaluation, 2 scenarios presented are varied and relevant to sufficiently assess the service delivery of the company

1 page is evaluated for the website or e-commerce store

Complete evaluation forms are submitted in the appendix

Findings are properly presented and comprehensively analysed

Critical thinking is applied in analysis of service quality gaps

Insightful analysis on the type(s) of value created

To a large extent:

Each Evaluation form has at least 4 valid criteria to assess the customer experience for each touchpoint. Scoring guidelines are provided and well-explained

For the social media, hotline and email service evaluation, 2 scenarios presented are varied and relevant to sufficiently assess the service delivery of the company

1 page is evaluated for the website or e-commerce store

Complete evaluation forms are submitted in the appendix

Findings are properly presented and comprehensively analysed

Critical thinking is applied in analysis of service quality gaps

Meaningful analysis on the type(s) of value created

To an average extent:

Each Evaluation form has at least 4 valid criteria to assess the customer experience for each touchpoint. Scoring guidelines are provided and well-explained

For the social media, hotline and email service evaluation, 2 scenarios presented are varied and relevant to sufficiently assess the service delivery of the company

1 page is evaluated for the website or e-commerce store

Complete evaluation forms are submitted in the appendix

Findings are properly presented and comprehensively analysed

Critical thinking is applied in analysis of service quality gaps

Simplistic analysis on the type(s) of value created

To a weak extent extent:

Each Evaluation form has at least 4 valid criteria to assess the customer experience for each touchpoint. Scoring guidelines are provided and well-explained

For the social media, hotline and email service evaluation, 2 scenarios presented are varied and relevant to sufficiently assess the service delivery of the company

1 page is evaluated for the website or e-commerce store

Complete evaluation forms are submitted in the appendix

Findings are properly presented and comprehensively analysed

Critical thinking is applied in analysis of service quality gaps

Somewhat unconvincing analysis on the type(s) of value created

To a very weak extent:

Each Evaluation form has at least 4 valid criteria to assess the customer experience for each touchpoint. Scoring guidelines are provided and well-explained

For the social media, hotline and email service evaluation, 2 scenarios presented are varied and relevant to sufficiently assess the service delivery of the company

1 page is evaluated for the website or e-commerce store

Complete evaluation forms are submitted in the appendix

Findings are properly presented and comprehensively analysed

Critical thinking is applied in analysis of service quality gaps

Irrelevant or no analysis on the type(s) of value created

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

Customer Journey Mapping

Customer journey map is comprehensive and documented clearly for the pre- and purchase stages

Gaps between expected and actual customer experience across all touchpoints are presented and analysed to a full extent

Customer journey map is complete and documented often clearly for the pre- and purchase stages

Gaps between expected and actual customer experience across all touchpoints are presented and analysed to a large extent

Customer journey map is somewhat complete and documented somewhat clearly for the pre- and purchase stages

Gaps between expected and actual customer experience across all touchpoints are presented and analysed to an average extent

Customer journey map is less than complete and documented somewhat vaguely for the pre- and purchase stages

Gaps between expected and actual customer experience across all touchpoints are presented and analysed to a weak extent

Customer journey map is incomplete and not documented clearly for the pre- and purchase stages

Gaps between expected and actual customer experience across all touchpoints are presented and analysed to a very weak extent

12-15

10.5-<12

9-<10.5

7.5-<9

0-<7.5

Recommendations and Conclusion

Proposed Branded Customer Experience Model and Recommendations are comprehensive in addressing gaps to improve the customer experience.

Recommendation on the use of technology is extremely feasible and practical for the organization.

They are pertinent to the company/industry and supported by research on best practices

Proposed Branded Customer Experience Model and Recommendations are complete in addressing gaps to improve the customer experience.

Recommendation on the use of technology is quite feasible and practical for the organization.

They are relevant to the company/industry and supported by research on best practices

Proposed Branded Customer Experience Model and Recommendations are somewhat complete in addressing gaps to improve the customer experience.

Recommendation on the use of technology is somewhat feasible and practical for the organization.

They are somewhat relevant to the company/industry and somewhat supported by research on best practices

Proposed Branded Customer Experience Model and Recommendations are less than complete in addressing gaps to improve the customer experience.

Recommendation on the use of technology is somewhat not feasible and not practical for the organization.

They are somewhat irrelevant to the company/industry and less than adequately supported by research on best practices

Proposed Branded Customer Experience Model and Recommendations are incomplete in addressing gaps to improve the customer experience.

Recommendation on the use of technology is not feasible and not practical for the organization.

They are inappropriate to the company/industry and unsupported by research on best practices

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

Report Format

Report is organized into sections and paragraphs, with appropriate headings and subheadings and page numbering. Visual aids are properly presented.

All sentences are well constructed and have varied structure and length. The author makes no errors in grammar, mechanics, and/or spelling.

Most sentences are well constructed and have varied structure and length. The author makes a few errors in grammar, mechanics, and/or spelling, but they do not interfere with understanding.

Good use of font, line spacing, report organization, visual aids.

Most sentences are well constructed, but they have a similar structure and/or length. The author makes a number of errors in grammar, mechanics, and/or spelling that interfere with understanding.

Average use of font, line spacing, report organization, visual aids.

Most sentences are not well constructed and have a similar structure and/or length. The author makes frequent errors in grammar, mechanics, and/or spelling that interfere with understanding.

Weak use of font, line spacing, report organization, visual aids.

Sentences sound awkward, are distractingly repetitive, or are difficult to understand. The author makes numerous errors in grammar, mechanics, and/or spelling that create distractions and interfere with understanding.

Very weak use of font, line spacing, report organization, visual aids.

4-5

3-<3.99

0-<2.99

Project Manage-ment

Timely completion of 2 in-project milestones

Timely completion of 1 in-project milestones

Did not submit in-project milestones

Total

APPENDIX D

BM4364 Individual Presentation Marking Scheme

Evaluation Criteria

Marks Allocation

Verbal technique

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

Exhibits ease in use of formal language to a full extent.

Complex ideas / terms are unpacked and presented in easy to understand, digestible portions. Examples enhance audience appreciation of main ideas to a full extent.

Exhibits ease in use of formal language to a large extent.

Complex ideas / terms are unpacked and presented in easy to understand, digestible portions. Examples enhance audience appreciation of main ideas to a large extent.

Formal language used for major part of presentation with some slips.

Simplifies complex ideas / terms to increase understanding with some inconsistency. Presents relatable examples that lack relevance or relevant examples that aren’t relatable.

Formal language used for major part of presentation with numerous slips.

Simplifies complex ideas / terms to increase understanding with frequent inconsistency. Presents examples that largely lack relevance or relevant examples that aren’t relatable.

Colloquial terms / slang used liberally. Slips in grammar.

Little attempt to interpret research material. Lacks examples / irrelevant or ineffective examples.

Non-verbal Technique

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

Awareness of space used effectively to manipulate audience attention to a full extent.

Body Language projects confidence and ease throughout presentation signalling efficiency. Gestures work to enhance impact to a full extent.

Establishes good rapport with audience and involves them to a full extent.

Awareness of space used effectively to manipulate audience attention to a large extent.

Body Language projects confidence and ease throughout presentation signalling efficiency. Gestures work to enhance impact to a large extent.

Establishes good rapport with audience and involves them to a large extent.

Exhibits some awareness of space though not always used to serve a purpose.

Body Language largely projects confidence in communicating with audience. Gestures match verbal instruction though there’s evidence of misuse. Not always useful in signalling attention to key details

Manages environment and audience expectation with some success.

Exhibits little awareness of space that is not always used to serve a purpose.

Body Language projects lack confidence in communicating with audience. Gestures match verbal instruction though there’s numerous evidences of misuse. Not useful in signalling attention to key details

Manages environment and audience expectation with little success.

Presenter tends to move away from audience.

Body Language clearly shows disinterest / nervousness / lack of confidence and affects audience involvement. Gestures largely missing / robotic delivery.

Clearly shows disinterest in connecting with audience.

Ability to handle Q&A

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

To a full extent:

Quick response exhibiting a clear understanding of question requirement.

Well-expressed, including specific examples to demonstrate learning. Provides a complete answer by highlighting +/- where necessary. Shows genuine interest in providing a succinct / informative answer to the audience.

To a large extent:

Quick response exhibiting a clear understanding of question requirement.

Answered the question.

Some support may be lacking, or sentences may be a bit awkward. Absence or little attempt to evaluate. Hastiness can be detected in response.

Weak in answering the question.

Support may be lacking, or sentences largely awkward. Absence or little attempt to evaluate. Hastiness can be detected in response.

Has difficulty comprehending question requirement. No clear or specific explanation in answer to the question. Weak thought process.

Quality of presentation slides and teamwork

4-5

3.5-<4

3-<3.5

2.5-<3

0-<2.5

Slides/Visuals are interactive and sustain audience attention throughout and support presenter in spinning an effective narrative to a full extent.

Symbiotic relationship between presenters allowed presentation to proceed seamlessly. Transitions between speakers is intelligently done and sets/manages audience expectation to a full extent. Excellent control of time (even with unplanned learner interaction / tech glitches). Team members position / display themselves to complement presenter

Slides/Visuals are interactive and sustain audience attention throughout and support presenter in spinning an effective narrative to a large extent.

Symbiotic relationship between presenters allowed presentation to proceed almost seamlessly. Transitions between speakers is intelligently done and sets/manages audience expectation to a large extent. Above average control of time (even with unplanned learner interaction / tech glitches). Team members position / display themselves to complement presenter

Slides/Visuals are at times static in the background and there is only audio transmission of information / there is an attempt to generate interest.

Slight domination of one presenter. Members helped each other. Routine transitions. Could be given more thought. Not all exhibit an awareness of how to position / display themselves while a team member presents

Slides/Visuals are largely static in the background and there is only audio transmission of information / there is weak attempt to generate interest.

Large domination of one to two presenters. Members helped each other. Weak transitions. Not all exhibit an awareness of how to position / display themselves while a team member presents

Use of Slides/Visuals limited to presenting information exhibiting ineptitude in basic requirements (e.g. text heavy or irrelevant use of visuals).

Unbalanced presentation or tension resulting from over-helping. Multiple group members disengaged / forget their turn. Distracting movements / behaviour exhibited by team while one of them presents.

Total

Appendix E

2021 S2 Links to Online Peer Evaluation Form:

BR Class:

https://form.gov.sg/616e5a6cb89cba001264da63

BS Class:

https://form.gov.sg/616e83cc9e753100135e854a

BT Class:

https://form.gov.sg/616e8444b7ad44001229b9df

BU Class:

https://form.gov.sg/616e858b9e753100135edcdc

BV Class:

https://form.gov.sg/616e869ce2dc37001383853c

Peer Evaluation Form

Learner’s Name: _____________________Tutorial Gp: ______________

Instruction: Please rate each team member’s contribution in the group project during group meetings, research, data analysis and report writing. Peer evaluation scores should be awarded based on the quality of each team member’s collaboration practices (self-awareness & management, leadership, interpersonal & collaboration, as well as communication & inclusivity skills). You should also take into account each team member’s attendance and punctuality during project meetings. Refer to the rubric below for the award of peer evaluation scores, although you will only give ONE (1) overall score for each team member. Please highlight any free-rider in the team and provide reasons/ comments on team members highlighted as free-riders.

Scoring Rubric of Peer Evaluation

Evaluation Criteria

Very Poor

Poor

Average

Good

Excellent

Marks (10 marks)

1-2 marks

3-4 marks

5-6 marks

7-8 marks

9-10 marks

Self-awareness & management

Not observable as learner is absent from most meetings.

Learner is largely not aware of his emotions and behaviours, and does not manage them well during most group meetings and discussions.

Learner is somewhat aware of his emotions and behaviours, and manages them well during some group meetings and discussions.

Learner is largely aware of his emotions and behaviours, and manages them well during most group meetings and discussions.

Learner is totally aware of his emotions and behaviours, and manages them well during all group meetings and discussions.

Leadership, interpersonal & collaboration

He/she does not demonstrate leadership qualities and initiative during the project development. No evidence that the project ideas and project requirements are co-developed with other team members.

He/she has provided suggestions for the team to consider during the project. He/she gathers inputs from others to develop project ideas and complete the project requirements.

He/she has contributed ideas to the group that help to improve the project. He/she exchanges information with others to develop project ideas and complete the project requirements.

He/she has guided or facilitated group discussions or meetings during the project development. He/she cooperates with others to develop project ideas and complete the project requirements.

He/she has led the team for at least one phase of the project development. He/she includes different and opposing views and manages the team dynamics well to jointly develop project ideas and complete the project requirements.

Communication & inclusivity

No evidence that communication techniques are used to discuss an idea with other team members.

He/she is totally not enthusiastic to collaborate with people with different cultures, values, beliefs, perception and attitudes, and does not display sensitivity and empathy during all group meetings and discussions

He/she tries to use communication techniques to explain an idea during group discussions on project ideas and project requirements.

He/she is largely not enthusiastic to collaborate with people with different cultures, values, beliefs, perception and attitudes, and does not display sensitivity and empathy during most group meetings and discussions.

He/she uses multiple communication techniques to explain an idea during group discussions on project ideas and project requirements.

He/she is somewhat enthusiastic to collaborate with people with different cultures, values, beliefs, perception and attitudes, and displays sensitivity and empathy during some group meetings and discussions.

He/she applies an assortment of communication techniques to gather responses during group discussions on project ideas and project requirements.

He/she is largely enthusiastic to collaborate with people with different cultures, values, beliefs, perception and attitudes, and displays sensitivity and empathy during most group meetings and discussions.

He/she applies an assortment of communication techniques to engage others during group discussions on project ideas and project requirements.

He/she is very enthusiastic to collaborate with people with different cultures, values, beliefs, perception and attitudes, and displays sensitivity and empathy during all group meetings and discussions.

Attendance and Punctuality

He/she does not attend any project meeting and gives excuses for not attending the meetings and does not contribute to the development of the project. He/she cannot be contacted most of the time.

He/she has attended and is punctual for very few of the project meetings but must be reminded by team members to complete his/her given task on time.

He/she has attended and is punctual for most of the project meetings.

He/she has attended and is punctual for every project meeting.

Important: Please provide reasons/ comments on learners highlighted as free-riders.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Appendix F

Checklist to Guide Group Project Development

Project Initiation

√

Is the team clear about the project requirements, goals, deliverables and submission deadline?

Do team members know one another and has the team nominated a leader for the project?

Has the team set the ground rules for team collaboration such as respect each other’s opinion, everyone is encouraged to contribute, be inclusive and displays sensitivity and empathy when collaborating with people from different cultures?

Project Planning

√

Is the team able to break down the project goals into S.M.A.R.T (specific, measurable, attainable, realistic, timely) deliverables?

Is the team able to come up with a detailed project schedule and the deliverables at each milestone?

Is the team able to assign the deliverables to each team member?

Is each team member clear, comfortable and committed to his roles and responsibilities assigned at each project milestone?

Has the team decided on a (online) collaboration platform for the project?

Has the team decided on a communication channel or platform for project discussion and problem solving?

Project Execution

√

Are team members actively working on the project using the collaboration platform?

Are there active project discussion and problem solving by team members using the communication channel or platform?

Is there a need to report any free rider to the module tutor?

Project Monitoring and Controlling

√

Are team members able to complete their assigned deliverables at each project milestone?

Are there active project discussion and problem solving by all team members at each project milestone meeting?

Do team members obey the ground rules for team collaboration at each project milestone meeting?

Project Closing

√

Has the team conducted a final review of the project output against the project requirements, goals and deliverables?

Has the team conducted a plagiarism check of the project output and performed the necessary amendment and resubmission before the submission deadline?

If a project presentation is required, is the team able to meet the project presentation requirements and all team members are clear about their roles and responsibilities?

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