Services science draws from the social sciences, business, and engineering technology and applies scientific methods to the design and management of services. The use of IT is a crucial and essential part of services science and an understanding this area is of major importance to IT students. In the current business environment IT techniques and skills have become essential to successfully manage operations, services and projects. The focus of this unit is to provide students with sufficient knowledge of modern services science and business operations, concepts, and modern software, to work effectively in service operations roles in industry and government.
2 hrs lectures/wk, 2 hrs laboratories/wk
Students will be expected to spend a total of 12 hours per week during semester on this unit.
This includes:
You will need to allocate up to 5 hours per week in some weeks, for use of a computer, including time for newsgroups/discussion groups.
Students are expected to have a background in IT, Engineering or Science.
Rod Martin
Lecturer: Mary Poh Lim
At the completion of this unit students will:
Examination (2 hours): 50%; In-semester assessment: 50%
| Assessment Task | Value | Due Date |
|---|---|---|
| Case Study | 30% | 6 May 2011 |
| Numerical Questions Assignment | 20% total (5% per topic) | 6 May 2011 (Mathematical Optimization), 13 May 2011 (Inventory Control), 20 May 2011 (Project Management), 27 May 2011 (Accounting) |
| Examination 1 | 50% | To be advised |
Monash is committed to excellence in education and regularly seeks feedback from students, employers and staff. One of the key formal ways students have to provide feedback is through SETU, Student Evaluation of Teacher and Unit. The University's student evaluation policy requires that every unit is evaluated each year. Students are strongly encouraged to complete the surveys. The feedback is anonymous and provides the Faculty with evidence of aspects that students are satisfied and areas for improvement.
For more information on Monash's educational strategy, and on student evaluations, see:
http://www.monash.edu.au/about/monash-directions/directions.html
http://www.policy.monash.edu/policy-bank/academic/education/quality/student-evaluation-policy.html
If you wish to view how previous students rated this unit, please go to
https://emuapps.monash.edu.au/unitevaluations/index.jsp
| Week | Date* | Activities | Assessment |
|---|---|---|---|
| 0 | 21/02/11 | No formal assessment or activities are undertaken in week 0 | |
| 1 | 28/02/11 | Introduction - Role and Nature of Services | |
| 2 | 07/03/11 | Service Strategy | |
| 3 | 14/03/11 | Service Blueprint and Process Design | |
| 4 | 21/03/11 | Technology in Service | |
| 5 | 28/03/11 | Service Quality & Benchmarking | |
| 6 | 04/04/11 | Service Facility Location - Marketing | |
| 7 | 11/04/11 | Mathematical Optimization | |
| 8 | 18/04/11 | Mathematical Optimization - Simplex Method | |
| Mid semester break | |||
| 9 | 02/05/11 | Managing Service Inventory | Case Study (Group) due 6 May 2011; Mathematical Optimization due 6 May 2011 |
| 10 | 09/05/11 | Managing Service Projects | Inventory Control due 13 May 2011 |
| 11 | 16/05/11 | Service Supply and Accounting | Project Management due 20 May 2011 |
| 12 | 23/05/11 | Globalisation of Services & Legal Issues | Accounting due 27 May 2011 |
| 30/05/11 | SWOT VAC | No formal assessment is undertaken SWOT VAC | |
*Please note that these dates may only apply to Australian campuses of Monash University. Off-shore students need to check the dates with their unit leader.
To pass a unit which includes an examination as part of the assessment a student must obtain:
If a student does not achieve 40% or more in the unit examination or the unit non-examination total assessment, and the total mark for the unit is greater than 50% then a mark of no greater than 49-N will be recorded for the unit
Tutorial Participation:
Students are expected to complete the tasks assigned during tutorials and actively participate in discussions.
The criteria for assessment will be a subjective assessment of your case study.
Assessment will be based on about 50% correct answers and 50% on the method and logical approach to each question.
Assignment coversheets are available via
"Student Forms" on the Faculty website: http://www.infotech.monash.edu.au/resources/student/forms/
You MUST submit a completed coversheet with all assignments, ensuring
that the plagiarism declaration section is signed.
Submission must be made by the due date otherwise penalties will be enforced.
You must negotiate any extensions formally with your campus unit leader via the in-semester special consideration process: http://www.infotech.monash.edu.au/resources/student/equity/special-consideration.html.
Referencing internet and electronic sources, Harvard reference style:
http://www.monash.edu.au/lls/llonline/quickrefs/22-referencing-internet.xml
IEEE referencing:
http://www.lib.monash.edu/tutorials/citing/ieee.html
Monash has educational policies, procedures and guidelines, which are designed to ensure that staff and students are aware of the University's academic standards, and to provide advice on how they might uphold them.
You can find Monash's Education Policies at:
http://policy.monash.edu.au/policy-bank/academic/education/index.html
Key educational policies include:
The University provides many different kinds of support services for you. Contact your tutor if you need advice and see the range of services available at www.monash.edu.au/students The Monash University Library provides a range of services and resources that enable you to save time and be more effective in your learning and research. Go to http://www.lib.monash.edu.au or the library tab in my.monash portal for more information. Students who have a disability or medical condition are welcome to contact the Disability Liaison Unit to discuss academic support services. Disability Liaison Officers (DLOs) visit all Victorian campuses on a regular basis
Other Information
Lecture notes, tutorial exercises and worked examples will be available on Blackboard.