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.
Mark Nolan
Consultation hours: TBA
| Week | Activities | Assessment |
|---|---|---|
| 0 | No formal assessment or activities are undertaken in week 0 | |
| 1 | Introduction - Role and Nature of Services | Tutorial Participation assessed during each tutorial. Tutorials begin week 2. |
| 2 | Service Strategy | |
| 3 | Service Blueprint and Process Design | |
| 4 | Service Quality & Benchmarking | |
| 5 | Service Design and Process | |
| 6 | Technology in Service | |
| 7 | ANZAC Day no lecture | |
| 8 | Business Process Design Incorporating Services 1 | Submit Assignment 1: Case Study due 29 April 2013 |
| 9 | Business Process Design Incorporating Services 2 | |
| 10 | Introduction to Service Oriented Architectures and Web Services | |
| 11 | Introduction to Workflow and Business Process Management using Web Services | Submit Assignment 2: Business Process Analysis and Design due 23 May 2013 |
| 12 | Implementing WS-BPEL; The System Development Lifecycle and SOA, Service | |
| SWOT VAC | No formal assessment is undertaken in SWOT VAC. Submit Assignment 3: BPEL Programming due 14 June 2013 | |
| Examination period | LINK to Assessment Policy: http://policy.monash.edu.au/policy-bank/ academic/education/assessment/ assessment-in-coursework-policy.html |
*Unit Schedule details will be maintained and communicated to you via your learning system.
Examination (2 hours): 50%; In-semester assessment: 50%
| Assessment Task | Value | Due Date |
|---|---|---|
| Case Study | 20% | 29 April 2013 |
| Business Process Analysis and Design | 10% | 23 May 2013 |
| BPEL Programming Assignment | 10% | 14 June 2013 |
| Tutorial Participation | 10% | Assessed during each tutorial |
| Examination 1 | 50% | To be advised |
Faculty Policy - Unit Assessment Hurdles (http://www.infotech.monash.edu.au/resources/staff/edgov/policies/assessment-examinations/unit-assessment-hurdles.html)
Academic Integrity - Please see the Demystifying Citing and Referencing tutorial at http://lib.monash.edu/tutorials/citing/
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.
The members listed for the group will receive equal marks.
The tutor will monitor individual contributions to the group when allocating marks to members of the group
Assessment will be based on clear identification of a service to be offered to customers depicted diagrammatically and the production of a service contract.
Assessment will be based on about 50% the BPEL workflow and 50% the implemtnation of web service called by that workflow.
Tutor's observation.
Monash Library Unit Reading List
http://readinglists.lib.monash.edu/index.html
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
It is a University requirement (http://www.policy.monash.edu/policy-bank/academic/education/conduct/plagiarism-procedures.html) for students to submit an assignment coversheet for each assessment item. Faculty Assignment coversheets can be found at http://www.infotech.monash.edu.au/resources/student/forms/. Please check with your Lecturer on the submission method for your assignment coversheet (e.g. attach a file to the online assignment submission, hand-in a hard copy, or use an online quiz).
If Electronic Submission has been approved for your unit, please submit your work via the learning system for this unit, which you can access via links in the my.monash portal.
Please check with your lecturer before purchasing any Required Resources. Limited copies of prescribed texts are available for you to borrow in the library, and prescribed software is available in student labs.
IBM ILOG CPLEX.
Available from http://www-01.ibm.com/software/integration/optimization/cplex-optimizer/ and http://www01.ibm.com/software/websphere/products/optimization/academic-initiative/
LINGO 13.0 - Optimization Modeling Software.
Available from http://www.lindo.com/index.php?option=com_content&view=article&id=34&Itemid=15
Please check with your lecturer before purchasing any resources. Limited copies of prescribed texts are available for you to borrow in the library. Prescribed software is available in student labs.
1 Oracle SOA Suite
2 Visio with Business Process Designer plugin
3 Oracle Business Process Archtiect
James A. Fitzsimmons, University of Texas at Austin Mona J. Fitzsimmons. (). Service Management: Operations, Strategy, Information Technology. (7th Edition) McGraw-Hill .
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: www.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 http://www.monash.edu.au/students. For Sunway see http://www.monash.edu.my/Student-services, and for South Africa see http://www.monash.ac.za/current/.
The Monash University Library provides a range of services, resources and programs that enable you to save time and be more effective in your learning and research. Go to www.lib.monash.edu.au or the library tab in my.monash portal for more information. At Sunway, visit the Library and Learning Commons at http://www.lib.monash.edu.my/. At South Africa visit http://www.lib.monash.ac.za/.
For more information on Monash’s educational strategy, see:
www.monash.edu.au/about/monash-directions and on student evaluations, see: www.policy.monash.edu/policy-bank/academic/education/quality/student-evaluation-policy.html
Previous feedback has highlighted the following strength(s) in this unit:
Learning objectives are consistently met, intellectually stimulating and the learning resources support the student’s studies.
Student feedback has shown that there is a high level of satisfaction and that the feedback provided was useful.
The teaching materials have been revised based on student feedback.
If you wish to view how previous students rated this unit, please go to
https://emuapps.monash.edu.au/unitevaluations/index.jsp
Lecture notes, tutorial exercises and worked examples will be available on Moodle.