SIT794 - Services Management
|Year:||2019 unit information|
|Enrolment modes:||Trimester 2: Burwood (Melbourne), Cloud (online)|
Campus: 1 x 1 hour class per week, 1 x 2 hour practical per week.
The growth and globalisation of services requires a rethink of services management strategies. This unit is the cornerstone unit of the IT Services specialism and introduces an inter-disciplinary approach to services management and the development of the critical skills required to succeed in a services-led economy. Students will develop an understanding of the “science” of services with topics addressed including, the role of services in the economy, the nature of services and the service strategy. The design and management of service enterprises and service operations are covered with particular emphasis on the role of technology in services and service entrepreneurship. In addition, capacity planning and queuing models and the management of capacity, demand and waiting lines will be discussed. This unit aims to bring together ongoing work in computer science, operations research, business strategy, management sciences and social and cognitive sciences and will include detailed case studies and relevant theoretical perspectives including the latest developments in services science.
Project 50%, examination 50%
Fitzsimmons, 2013, Services Management: Operations Strategy & Operations, 8th edition, Mcgraw Hill
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