Format - APA 10 points 8 points 5 points Format, Citations, The paper is written in The paper is written in The paper is written in Organization, proper format. All sources proper format with only 1-2 proper format with only 3-5 Transitions (10 used for quotes and facts are errors. All sources used for errors. Most sources used Points) credible and cited correctly. quotes and facts are credible for quotes and facts are Excellent organization, and most are cited correctly. credible and cited correctly. including a variety of Adequate organization Essay is poorly organized, thoughtful transitions. includes a variety of but may include a few appropriate transitions. effective transitions.

Part D1: Training 10 points 8 points Transfer (10 points) Student provides a clear, Student provides a mostly logical discussion of design clear, logical discussion of features to include in a design features to include in customer service training a customer service training program. program. Part D2: Curriculum 10 points 8 points Road Map (10 Student provides a clear, Student provides a mostly points) logical discussion of a clear, logical discussion of a curriculum road map and why curriculum road map and it is important. why it is important. Mechanics - 10 points 8 points Grammar, Student makes no errors in Student makes 1-2 errors in Punctuation, grammar or spelling that grammar or spelling that Spelling (10 Points) distract the reader from the distract the reader from the content. content.

Part C:Technology 20 points 15 points 10 points (20 points) Student provides a clear, Student provides a mostly Student provides an logical discussion of the clear, logical discussion of unclear or weak discussion steps they would take to the steps they would take to of the steps they would ensure that the technology ensure that the technology take to ensure that the was not threatening to was not threatening to technology was not employees. employees. threatening to employees.

Grading Rubric Please refer to the rubric on the next page for the grading criteria for this assignment. CATEGORY Exemplary Part A: Needs 10 points Assessment - Most Student selects the analysis Important (10 they believe is most points) important and provides a clear, logical discussion in support of their choice. Part A: Needs 10 points Assessment - Least Student selects the analysis Important (10 they believe is least points) important and provides a clear, logical discussion in support of their choice. Part B: Learning 20 points Outcomes (20 Student provides a clear, points) logical discussion of how “good customer service” can be translated into different learning outcomes.